Refund policy

We have a 30-day return and refund policy, which means you have 30 days after receiving your item to request a return and refund. 

To be eligible for a return and refund, your item must be in good condition and returned along with its original packaging. You’ll also need the receipt or proof of purchase.

 

We reserve the right to charge a fee of up to HK$ 200 (but not greater than the price of the product) if the packaging is not returned.

Return shipping is paid by the customer.

To start a return, you can contact us at customerservice@hkincus.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customerservice@hkincus.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

The procedures for returns and refunds vary with how you purchased from us.

Returns and Refunds of Items Purchased At Our Offline Locations

We will inspect the items you return with a prior appointment, and let you know if the refund was approved or not. If approved, we’ll issue a refund by cash. We will ask you to sign two copies of a confirmation that you have received the cash, and we will also confirm in writing that we have received the returned items. Incus and you will each keep one copy of the return and refund receipt.

Amounts Paid Using Elderly Health Care Voucher Are Not Refundable

Please note that we cannot refund any amounts paid using Elderly Health Care Voucher. This is because the subsidy system does not support refunds, and because the subsidy policies strictly prohibit the conversion of subsidy balance to cash.

Amounts paid using other payment methods are refundable if you made partial payment using Elderly Health Care Voucher and paid the remaining balance using other payment methods. Refund of amounts paid using other payment methods are by cash, and details are described in “Returns and Refunds of Items Purchased At Our Offline Locations”.

Returns and Refunds of Items Purchased Online Through Our Site hkincus.com
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.