Refund policy

ClairSkincare Return & Safety Policy

7-Day Return Policy
You have 7 days from delivery date to request a return. Applies to Hong Kong, China, Singapore, Thailand, Malaysia, and Indonesia. No return for other countries.

Eligibility Requirements
To qualify for a return:
✅ Unopened Products: Original factory seals intact, safety labels unbroken
✅ Unused Condition: No signs of use, testing, or tampering
✅ Complete Packaging: Original box with all components
✅ Proof of purchase included

Automatic rejection if:
❌ Any seal is broken or product opened
❌ Signs of product use/testing
❌ Missing components/accessories
❌ No proof of purchase

Return Shipping Costs
Per Hong Kong Sale of Goods Ordinance (Cap 26):

Scenario Who Pays Legal Basis
Change of mind Customer Section 16(2)
Defective product ClairSkincare Consumer Goods Safety Ordinance
Incorrect item shipped ClairSkincare Section 14
Suspected counterfeit ClairSkincare* Trade Descriptions Ordinance

* Over HK$1000 value of products
 
Regional Cost Variations

  • China: Customer pays unless seller error (E-commerce Law Art. 24)
  • Singapore: Follows HK policy (Customer bears costs)
  • Malaysia/Indonesia: Customer bears costs

How to Initiate a Return

  1. Email support@ClairSkincare.com with:
    • Order number & photos of unopened product
  2. We'll send:
    • Prepaid label (if company-fault returns)
      OR
    • Return address (if customer decides to return the goods)
  3. Ship within 7 days using:
    • HK/China: SF Express
    • SEA: DHL E-Commerce

Fraud Prevention Measures

  • Counterfeit Product Claims

  1. Reporting Process:

    • Suspected counterfeits must be reported via email with:
      • High-res photos of product/batch codes
      • Unedited video of product unboxing
      • Original purchase receipt
    • Do NOT dispose of the product until investigation concludes

  2. Verification Protocol:

    • We will:
      • Cross-check with brand authentication databases
      • Verify with official brand partners (L'Oréal, Estée Lauder, etc.)
      • Conduct lab analysis for high-value claims (>HK$5,000)

  3. Fraudulent Claims Policy:

    • False counterfeit reports will result in:
      • Immediate account termination
      • HK$50,000 penalty under Hong Kong Trade Descriptions Ordinance
      • Reporting to:
        • Hong Kong Customs & Excise (CE 24hr Hotline: +852 2815 7711)
        • China National Medical Products Administration (NMPA)
        • ASEAN Cosmetic Committee

Legal Compliance

This policy adheres to:

  • Hong Kong:
    • Prevention of Bribery Ordinance (Cap 201)
    • Consumer Council Unsolicited Electronic Messages Ordinance
  • China:
    • Cosmetic Supervision and Administration Regulation (CSAR)
  • ASEAN:
    • ASEAN Cosmetic Directive (ACD) 2023

Whistleblower Protection
Email support@ClairSkincare.com to confidentially report:

  • Supplier/Fulfillment Agent misconduct
  • Employee fraud
  • Supply chain irregularities

Damaged/Defective Items

  1. Report within 24 hours with:
    • Photos/video evidence
    • Shipping box images
  2. For company-fault issues:
    • Free return label

Non-Returnable Items

Enhanced Hygiene Protocols

1. Product Safety Seals

  • All cosmetics contain triple-layer protection:
    • Outer shrink wrap with ClairSkincare logo
    • Inner foil seal under cap
    • Batch-specific QR code sticker

2. Non-Returnable Hygiene-Sensitive Items

  • Absolute no-returns:

    • Mascara/eyeliners
    • Lip products (sticks, glosses)
    • Skincare samplers
    • Makeup sponges/applicators

  • Destruction Policy:
    Opened returns will be destroyed per:

    • Hong Kong Public Health Ordinance (Cap 132)
    • ASEAN Cosmetic GMP Guidelines

3. Sanitization Process
Approved unopened returns undergo:

  1. UV-C sterilization chamber treatment
  2. 72-hour quarantine period
  3. Re-sealing with "Sanitized & Recertified" label

4. Customer Responsibilities

  • Never accept deliveries with:
    • Broken outer seals
    • Mismatched batch codes on box/product
    • Signs of liquid leakage
  • Report compromised packaging within 2 hours with videos and photos

Refund Process

  • Refunds issued only after physical inspection (5-7 business days after reception)
  • Customer-paid returns: Shipping costs.
  • Chargeback abuse results in permanent account ban

Legal Compliance
This policy adheres to:

  • Hong Kong:
    • Sale of Goods Ordinance (Cap 26)
    • Consumer Council Return Guidelines
  • China: E-commerce Law (Art. 20-24)
  • ASEAN: E-Commerce Transaction Framework

Contact
Returns Team: support@ClairSkincare.com
Legal Compliance: +852 9223 5060