Refund policy
Return and Refund Policy (URBAN ESSENCE LIMITED Hong Kong)
This policy applies to all purchases made through vitagezond.com and complies with Hong Kong’s Trade Descriptions Ordinance and applicable consumer protection guidelines.
Cancellation Conditions
Orders may be cancelled within 24 hours of purchase.
After this period, orders are automatically processed and shipped, and cancellation is no longer possible.
Return Eligibility
To qualify for a return:
-
The item must be new, unopened, and in its original condition, exactly as received.
-
All original labels, seals, and packaging must remain intact.
-
Opened or used items cannot be returned, particularly hygiene or personal care products.
-
Proof of purchase or a receipt is required.
How to Start a Return
Please contact us within 7 days of receiving your order at:
You may return your product within 14 days. We will refund the full purchase amount within 5 business days after receiving and inspecting the item.
Once your return request is approved, we will provide return instructions.
Do not send any items before receiving our confirmation.
-
Return shipping costs are the customer’s responsibility.
-
Returns sent without prior notification will not be accepted or refunded.
Return Address
RM 511, 5/F, Ming Sang Industrial Building
19–21 Hing Yip Street, Kwun Tong
Hong Kong
Returns sent to other addresses will not be processed.
Damaged or Incorrect Items
Please check your order carefully upon arrival and contact us immediately if:
-
The item is damaged or defective, or
-
You received the wrong item.
We will review the issue and arrange a replacement or refund, where necessary.
Non-Returnable Items
The following items cannot be returned:
-
Opened or used personal care products, such as skincare or health products
-
Perishable products, such as food or plants
-
Personalized or custom-made items
-
Hazardous products, such as flammable liquids or gases
-
Promotional or sale items
-
Gift cards
If you are unsure whether your item qualifies for a return, please contact us.
Exchanges
If you would like to exchange an item, the fastest option is to start a return, then place a separate new order.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved or declined.
-
Approved refunds will be issued to your original payment method.
-
Please allow up to 10 business days for the refund to appear in your bank account or with your payment provider.
Refused Deliveries or Uncollected Parcels
If an order is refused upon delivery or is not collected from the post office, it will be returned to us.
In this case, a US$15 processing fee may be deducted from your refund.
Questions?
For any questions or concerns, please contact our customer service team: