Returns Policy

At PACT SUPPLY LIMITED, a Hong Kong-based fashion e-retailer, we strive to ensure your satisfaction with every purchase. This return policy outlines clear guidelines for returns, exchanges, and refunds, tailored to both local Hong Kong customers and international shoppers, while adhering to Hong Kong’s consumer protection regulations.​

  1. Eligibility for Returns & Exchanges​

Items must be in their original condition—unworn, unwashed, and with all original tags, labels, and packaging intact. Custom-made or personalized items (e.g., monogrammed clothing) are non-returnable, unless they arrive with manufacturing defects. Swimwear and undergarments are also non-returnable for hygiene reasons, unless the seal is unbroken.​

  1. Return Timeframe​

For local Hong Kong orders: You may request a return or exchange within 7 calendar days of receiving your package. For international orders: The return window extends to 14 calendar days from the delivery date, to account for longer shipping times. Late requests may be denied at our discretion.​

  1. How to Initiate a Return​

To start a return, log into your PACT SUPPLY account, go to “Order History,” select the relevant order, and click “Request Return.” You will need to provide details (e.g., reason for return, whether you want a refund or exchange) and upload photos of the item (if claiming a defect). Our team will review your request within 2 business days and send a return authorization (RA) email with next steps.​

  1. Return Shipping Responsibilities​

For local Hong Kong returns: We offer free return shipping via our partner courier (e.g., SF Express) for eligible items. Simply drop off the packaged item at the designated location provided in the RA email. For international returns: Customers are responsible for all return shipping costs, including customs fees. We recommend using a trackable shipping service, as we are not liable for lost return packages.

  1. Refund Process & Timing​

Once we receive and inspect the returned item (typically 3-5 business days after delivery to our Hong Kong warehouse), we will process your refund. Refunds are issued to your original payment method: Credit/debit card refunds take 5-7 business days to reflect; PayPal refunds take 2-3 business days; FPS refunds are processed within 1 business day. We will send a confirmation email once the refund is completed.​

  1. Exchange Process​

If you request an exchange (e.g., for a different size or color), we will ship the new item once the returned item is inspected and approved. Local Hong Kong exchanges include free shipping for the new item. International exchanges require no additional shipping fee for the new item, but original return shipping costs remain the customer’s responsibility. If the requested item is out of stock, we will offer a full refund instead.​

  1. Defective or Incorrect Items​

If you receive a defective, damaged, or incorrect item (e.g., wrong size/color), contact us within 48 hours of delivery with photos of the item and packaging. We will cover all return shipping costs (local and international) and arrange a free replacement or full refund. Do not use or wash the item, as this may invalidate your claim.​

  1. Sale Items Returns​

Sale or discounted items are eligible for return, but only for a refund (exchanges are not available). The refund amount will be the price you paid for the item (not the original retail price). All other return conditions (e.g., original condition, timeframe) still apply.​

  1. Return Rejection Reasons​

We reserve the right to reject returns if: the item is worn, washed, or missing tags; no RA number is provided; the item is returned after the deadline; or the defect was caused by improper use (e.g., damage from washing beyond care instructions). If a return is rejected, we will notify you and arrange to ship the item back to you (at your cost).​

  1. Queries About Returns​

For questions about your return, contact our Hong Kong-based customer service team via email ([email protected]) or phone (+852 5615 4964), Monday-Saturday (9:00 AM-6:00 PM HKT). Please include your order number and RA number in all communications for faster assistance.