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RETURN & EXCHANGE POLICY
Thank you for supporting MS Magic Hong Kong Specialty Store and Official Online Store! To protect the consumption rights of every customer while maintaining a fair and transparent shopping experience, we have formulated the following unified Return & Exchange terms. All online and physical store orders will strictly follow this policy. Placing an order indicates your full agreement to all terms.
I. General Return & Exchange Eligibility (Non-Quality Issues)
- Application Time Limit: Customers can apply for eligible return or exchange services within 7 Hong Kong business days from the date of successful receipt of the goods. Applications exceeding this period will not be accepted under any circumstances.
- Product Requirements: Returned or exchanged items must remain in brand new, unused, untutored, unworn, unstained, and undamaged condition. All original packaging, accessories, manuals, receipts, gifts, and all other complete materials must be returned intact. If there are any missing items, damage, or unauthorized unsealing/modifications, our store reserves the right to refuse the return or exchange.
- Service Frequency: Each order is eligible for one free return or exchange application only. Repeated or multiple returns/exchanges are not accepted.
- Fee Explanation: For returns or exchanges due to personal reasons without quality issues (such as unsuitable style, mismatch with expectations, incorrect purchase, etc.), all round-trip shipping costs and handling fees shall be borne by the customer. Our store is not responsible for any logistics expenses.
II. Quality Issue Return & Exchange Guarantee
- Application Time Limit: If a customer finds non-human quality issues such as craftsmanship defects, missing parts, factory damage, or functional failure within 3 days after receiving the goods, they may contact customer service to apply for a free exchange or a full refund.
- Verification Method: Customers must provide clear photos or videos of the product defect along with the order number for verification and confirmation by our store's customer service.
- Related Fees: Once verified and confirmed by our store as an original product quality issue, all round-trip shipping costs and related fees will be borne by our store. We will replace the item with a brand-new identical product or process a refund for the customer free of charge.
III. Non-Returnable and Non-Exchangeable Items
To protect product copyright, tutorial confidentiality, and hygiene standards, the following items cannot be returned, exchanged, or refunded in any form once sold:
- All unsealed magic props, opened tutorial videos/books, and unsealed accessories or consumables;
- Personal hygiene categories and close-up handheld/contact magic items;
- Special clearance, discounted sales, limited offers, and bundled set items;
- Customized, engraved, exclusively modified, or privately tailored products;
- Used goods, items with traces of use, or items in secondhand condition with missing packaging/accessories.
IV. Return & Exchange Application Process
- Submit Application: Contact us first via our store's WhatsApp / online customer service private message, providing your order number + reason for return/exchange + actual photos of the product.
- Get Authorization: Wait for customer service review and confirmation to obtain the official return address and return reference number.
- Ship the Item: Pack the product securely and send it back entirely to the designated address (our store reserves the right to reject items sent back arbitrarily without prior confirmation).
- Inspection & Processing: After our store inspects the goods and confirms they comply with the return and exchange terms, the exchange shipment or the refund to the original payment method will be completed within 3–7 business days.
V. Supplementary Terms
- All products undergo strict manual quality inspection and functional testing by our store before shipment. Normal minor size discrepancies, color temperature deviations, and handcrafted detail variations are not considered quality issues and are not eligible for return or exchange.
- Product damage caused by human error, such as accidental drops, water immersion, unauthorized modifications, or incorrect operations, is completely excluded from returns, exchanges, and warranties.
- Our store reserves the right of final review and decision for all return and exchange applications.
- This policy applies to all transactions at both MS Magic Hong Kong physical retail stores and the official online store. Any adjustments to the terms will be subject to the latest announcement on the online store.