退貨及退款

上次更新時間：2026年6月25日

1. 序言與適用範圍

1.1 本退貨及退款政策（「本政策」）適用於顧客透過新添葯材公司網站購買之產品，以及送往香港境內之訂單。

1.2 本政策旨在於產品出現品質問題或送貨錯誤時，為顧客提供有條件的退貨及退款安排；本店一律不提供換貨服務。如顧客希望更換為其他產品，須於相關款項退款後自行重新下單。

1.3 門市購買之產品，其退貨或換貨安排如與本政策有所不同，概以門市收據及店內張貼條款為準。

2. 不設換貨服務

2.1 新添葯材公司不接受任何形式的換貨申請，包括但不限於：更改口味、分量、包裝規格、配方或其他主觀理由。

2.2 如顧客欲更換為其他產品，請先按照本政策申請退貨及退款；退款獲批並處理後，顧客可自行重新下單購買其他產品。

3. 可接受退貨之情況（有條件退貨）

3.1 顧客可於收貨後七（7）個曆日內，就下列情況提出退貨申請：

  • 送達產品與訂單不符（包括款式、規格或數量明顯錯誤）；或
  • 送達產品與本店網站於購買當日之產品說明存在明顯不符；或
  • 送達產品已過期；或
  • 產品在運送過程中嚴重損壞，影響正常使用或食用。

3.2 如屬上述情況，顧客必須於收貨後七（7）個曆日內：

  • 通知本店提出退貨申請；及
  • 提供訂單編號、聯絡資料及相關產品名稱／數量；及
  • 提交清晰照片或影片，顯示外箱、運單標籤及產品問題位置，以供本店審核。

3.3 本店將於收到申請後進行審核，並在本店全權酌情權下決定是否接納退貨及退款申請。

4. 不接受退貨之產品及情況

4.1 基於食品安全及個人衛生考慮，以下產品及情況一概不設退貨或退款（除非證實為本店出錯或產品本身存在嚴重品質問題）：

  • 散裝或預先分裝之中藥材、中藥飲片、藥粉等。
  • 任何已開封、曾使用或包裝被撕開／破損之食用／飲用產品、保健品、膠囊、丸劑、沖劑等。
  • 代煎中藥、按醫師處方配製之藥方、客製配方、客製禮盒等個人化或一次性製作產品。
  • 需冷藏、冷凍或對溫度高度敏感之產品。
  • 個人護理及貼身用品（例如口罩、貼布、某些衛生用品等）。
  • 特價貨品、清貨貨品、已標明「不設退換」之產品、禮券、禮品卡及任何不可退回之電子服務。
  • 產品已超出本政策訂明申請時限。
  • 產品非本店售出，或顧客未能提供足夠購買證明。

4.2 若產品因顧客保存不當、使用方法錯誤、擅自拆封或任何人為損壞而產生問題，本店恕不接受退貨或退款申請。

5. 退貨申請程序

5.1 顧客如需申請退貨，請於收貨後七（7）個曆日內透過以下方式聯絡本店：

5.2 退貨申請須提供以下資料：

  • 訂單編號
  • 顧客姓名及聯絡電話
  • 申請退貨之產品名稱及數量
  • 退貨原因
  • 相關照片或影片

5.3 本店確認接納退貨申請後，將以電郵或其他方式通知退貨安排；顧客須按照指示將產品退回以下地址：

退貨地址：
新添葯材公司
新界大圍海福花園商場地下6號鋪

5.4 未經本店事前同意而自行寄回或送回之產品，本店有權拒絕接收，並不作任何退款或其他安排。

6. 退貨運費及責任

6.1 除非因本店錯誤（例如寄錯貨、產品已過期或經本店確認屬嚴重品質問題），一般情況下退貨之運費由顧客自行承擔。

6.2 如原訂單享有免費送貨服務，而後來須辦理退貨及退款，本店保留權利於退款金額中扣除原訂單之實際送貨成本或相關處理費用。

6.3 在退貨運送過程中，產品風險由顧客承擔，顧客應妥善包裝，避免於運送途中受損。

7. 產品狀況及本店審核權

7.1 所有退回之產品，須符合以下基本條件：

  • 保持未開封及未使用狀態（如屬外觀檢查後發現問題，將由本店個案考慮）；
  • 保留完整原裝包裝，包括外盒、瓶身、標籤、封條及隨附贈品；
  • 未有人為刻意損壞、污染或改動。

7.2 本店會在收到退回產品後進行檢查，並根據檢查結果決定是否批准退款申請。如產品狀況不符合本政策要求，本店有權拒絕退款，並可安排將相關產品退回顧客，所產生之運費由顧客承擔。

8. 退款安排

8.1 當退貨申請獲批，且本店收到並檢查退回產品後，本店將以電郵或其他方式通知顧客審核結果。

8.2 如退款申請獲批准，本店會按顧客原本之付款方式安排退款（例如信用卡、電子支付等），或以本店購物禮券／帳戶餘額形式退款（如顧客同意）。

8.3 一般情況下，本店會於批准退款後約十（10）個工作天內完成內部退款程序；實際入賬時間視乎各銀行或支付平台而定。

8.4 原訂單已收取之運費、貨到付款或相關手續費（如有），除因本店錯誤導致之個案外，一般恕不退還。

8.5 本店保留就任何個案是否退款、退款方式及金額之最終決定權。

9. 特別說明：散裝中藥、代煎服務及處方藥

9.1 因應中藥及處方產品之專業性及安全性，以下項目一般不設退貨或退款：

  • 按中醫師處方配製之中藥飲片、藥粉、膠囊或其他劑型；
  • 代煎中藥服務所製成之藥液；
  • 任何已經稱重、分裝、磨粉或按顧客要求特別處理之中藥材。

9.2 如顧客懷疑上述產品存在品質問題，請盡快與本店聯絡，本店將按專業判斷及個案情況酌情處理。

10. 法律權利與適用法律

10.1 本政策不影響顧客在香港適用消費者保障法律下所享有之法定權利。

10.2 如本政策之中、英文版本有任何歧義或不一致之處，概以中文版本為準。

10.3 本政策受香港特別行政區法律管轄，並按其詮釋。

Return & Refund Policy

1. Introduction and Scope

1.1 This Return & Refund Policy (“Policy”) applies to products purchased through the online store of Sun Tim Chinese Herbal Company (“the Store”) and delivered within Hong Kong.

1.2 This Policy provides customers with a conditional option to return and obtain a refund only in the case of product issues or delivery errors. The Store does not provide any exchange service. If you wish to change to other products, please place a new order after the relevant refund (if approved) has been processed.

1.3 For products purchased at our physical shop, the return and exchange arrangements may differ. In case of any inconsistency, the terms printed on the shop receipt and displayed in‑store shall prevail.

2. No Exchange Service

2.1 The Store does not accept any exchange requests for all products, including but not limited to change of mind, preference for other flavours, sizes, packaging or formulations.

2.2 If you wish to purchase a different product, please follow the return and refund procedure under this Policy. Once the refund is approved and processed, you may place a new order.

3. Conditions for Accepting Returns

3.1 You may request to return products within seven (7) calendar days upon receipt, only for the following reasons:

  • The product delivered is not what you ordered (wrong item, specification, or quantity); or
  • The product delivered does not correspond with its description on our website at the time of purchase; or
  • The product delivered is expired; or
  • The product is seriously damaged during delivery and cannot be used or consumed as intended.

3.2 To submit a return request, you must within seven (7) calendar days upon receipt:

  • Contact us via the designated channels; and
  • Provide order number and contact details; and
  • Provide product name and quantity; and
  • Submit clear photos or videos showing the outer carton, shipping label, and the defect or issue.

3.3 We will review your request and decide, at our sole discretion, whether your return and refund request will be accepted.

4. Non‑Returnable Products and Cases

4.1 For health, safety and hygiene reasons, the following are non‑returnable and non‑refundable, unless the product is confirmed to be faulty due to our error or serious quality issues:

  • Loose or pre‑packed Chinese herbal materials, herbal slices or powders.
  • Any opened, used, or unsealed edible / drinkable products, supplements, capsules, pills or granules.
  • Herbal decoction services, prescription‑based preparations, customised formulas or gift sets made specially for you.
  • Products requiring refrigeration, freezing or strict temperature control.
  • Personal care and intimate products (e.g. masks, patches and certain hygiene items).
  • Sale items, clearance items, products marked as “non‑returnable”, gift vouchers, gift cards and any non‑returnable electronic services.
  • Products outside the application time limit under this Policy.
  • Products not sold by us, or where sufficient proof of purchase cannot be provided.

4.2 We will not accept returns or refunds if the problem is caused by improper storage, misuse, unauthorised opening, alteration or any intentional damage by the customer.

5. Return Procedure

5.1 To request a return, please contact us within seven (7) calendar days upon receipt via:

5.2 Please provide:

  • Order number
  • Your name and contact number
  • Product name and quantity to be returned
  • Reason for return
  • Relevant photos or videos

5.3 Upon approval of your return request, we will inform you of the return arrangement and the return address. You should only return the product after receiving our confirmation.

Return address:
Sun Tim Chinese Herbal Co.
FLAT/RM 6, G/F, SHOPPING ARCADE, HOLFORD GARDEN, TAI WAI, N.T.

5.4 We reserve the right to refuse any product returned without our prior approval and no refund will be arranged in such cases.

6. Return Shipping and Risk

6.1 Unless the return is due to our error (e.g. wrong item delivered, expired or confirmed defective products), you are responsible for all return shipping costs.

6.2 If the original order enjoyed free shipping, we reserve the right to deduct the actual shipping or handling cost from the refund amount.

6.3 You are responsible for the condition of the products during return transit. Please pack them properly to avoid damage.

7. Product Condition and Inspection

7.1 Returned products must generally:

  • Be unopened and unused (subject to our case‑by‑case assessment for visible inspection issues);
  • Be in their original packaging (box, bottle, labels, seals and any free gifts);
  • Not be intentionally damaged, contaminated or altered.

7.2 We will inspect all returned products upon receipt and decide, at our sole discretion, whether the refund will be approved. If the returned products do not meet our requirements, we may reject the refund and arrange to send the products back to you at your cost.

8. Refund Arrangements

8.1 Once your return is approved and the products have been received and inspected, we will notify you of the refund decision.

8.2 If approved, refunds will generally be made to the original payment method, or in the form of store credit / voucher if you agree.

8.3 We aim to process refunds within around ten (10) business days after approval. Actual posting time depends on banks and payment platforms.

8.4 Original shipping fees, cash‑on‑delivery charges or other handling fees (if any) are generally non‑refundable, unless the return is due to our error.

8.5 We reserve the final right to decide whether to issue a refund, the method of refund and the refund amount.

9. Special Notes: Loose Herbs, Decoction Services and Prescription Products

9.1 Due to the professional and safety nature of Chinese medicines and prescribed products, the following are generally non‑returnable and non‑refundable:

  • Chinese herbal prescriptions prepared according to Chinese medicine practitioners’ prescriptions;
  • Decocted herbal preparations;
  • Any herbs that have been weighed, repacked, ground or specially processed according to your request.

9.2 If you suspect there is any quality issue with such products, please contact us as soon as possible. We will handle your case based on professional assessment and the actual circumstances.

10. Legal Rights and Governing Law

10.1 Nothing in this Policy shall affect your statutory rights under applicable consumer protection laws in Hong Kong.

10.2 In case of any inconsistency between the Chinese and English versions of this Policy, the Chinese version shall prevail.

10.3 This Policy is governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region.