Ajuda

Our Returns Policy

Selected items can be returned within 14 days from the date you received your order.

• All returned merchandise must be in NEW/ORIGINAL and resalable condition, this includes all packaging, accessories, tags and authenticity cards/dust bags. We will not accept any items that are not in this condition.
• FINAL SALE, ARCHIVE AND MADE-TO-ORDER ITEMS ARE NOT ELIGIBLE FOR RETURN OR EXCHANGE. Please refer to the list of final sale items at the bottom part of the page.
• Please ensure all returned items are well packaged. If returning footwear, please make sure the shoebox is packed with an outer layer. As the shoebox is part of the product, we will not accept returned footwear with a damaged shoebox.
• If returning designer bags and accessories, all packaging such as authenticity cards, dust bags, tags and box must be included with the return.
• If an item has an HBX tag attached, it must be returned with the tag in its original position. We will not accept any HBX tag which is cut or damaged.
• Returns that do not meet our policy will be sent back at customer's expense.
• We do not offer any exchanges. You can return the product(s) for refund and place a new order for the preferred item(s) at your earliest convenience.
• Upon dispute, HBX holds the final discretion to accept any return requests.

Return Shipping

• We cover the return shipping costs for orders shipping to Hong Kong, Macau, Taiwan, Japan and South Korea. Unfortunately, we currently don’t cover the return shipping costs of other countries/cities.
• Return packages are the customer's responsibility until they are received by us. It is recommended that you take necessary precautions by using registered and traceable services when returning your package.
• We will not be responsible for items that are damaged or lost in the return delivery process.

Refunds

• If you have requested for a refund, the original shipping fee and taxes/duties of your order will not be included in the refund amount.
• If your original payment method was via cryptocurrency, we will only refund in the USD currency equivalent for the paid retail value of the returned merchandise(s), as indicated on the email confirmation. Please note the USD currency to Cryptocurrency conversion rate will be based on the time of refund and not the time of purchase. We may also require you to provide additional information as part of authenticating the refund request, including documentary proof on the payment made.
• Refund processing time may take up to 10 business days from the date we received your package. It may take additional days during promotional periods or holiday seasons.

Incorrect, Missing, Defective item

• If the item you received is incorrect, missing, or defective, please contact us within 7 days from the date you received your order. Please include your order number, photographs of the item(s), and all related references upon receiving your package.
• Your claim may be denied if it is raised after 7 days.

Final Sale Items (not eligible for return or exchange):

• Underwear and Swimwear
• Electronic Products (such as Headphones, Speakers, Phone Chargers)
• Books and Stationeries (such as Notebooks, Magazines, Puzzles, Stickers, Pens)
• Body Care Products (such as Shampoo, Hand Wash, Body Lotion)
• Homeware (such as Lights, Rugs, Vases, Towels)
• Fragrance Products (such as Candles, Diffusers, Incenses)
• Dining Products (such as Bowls, Plates, Teapots)
• Shoe and Garment Care Products (such as Sneaker Cleaners)
• Outdoor Products (such as Cutlery Sets, Chairs, Sleeping Bags)
• Pet Products
• Gardening Products
• Toys
• Archive Items
• Made-to-order Items
• Sale Items

*If you no longer want your order and your order is eligible for return, you're welcome to return your item to us. If you refuse your shipment upon delivery, all associated duty/tax fees and return costs will be deducted from your refund amount.

HBX offers a lenient returns policy to provide customers with a hassle-free shopping experience. If you encounter any issues with the item you bought from us, please do not hesitate to contact our Customer Service Team at help@hbx.com for assistance.

We do monitor the number of returns being made by customers. In the case of abuse or excessive use of returns/exchanges, HBX reserves the right to suspend the membership account and/or cancel any future orders.

All returned products undergo careful inspections upon receipt to ensure they align with the guidelines of our Returns Policy. Should your returned product not meet the aforementioned requirements, it will be declined and our Customer Service Team will then contact you via email to discuss the next steps. We kindly request a response to this email within 10 business days. If we do not hear back within this timeframe, the product may unfortunately be subject to disposal.