退換貨政策

為保障雙方權益，請閣下於下單及付款前仔細閱讀本退換貨政策。當閣下提交訂單並完成付款，即表示閣下已閱讀、理解並同意本政策之內容。

1. 一般退換貨安排

除商品缺貨、停產、絕版或經本店確認無法供應之情況外，本店所出售之商品一律不設退款、退貨或換貨。

所有訂單於付款完成後，均會按本店既定流程處理。客戶不得因個人原因要求取消訂單、退款、退貨、更換商品、款式、數量或更改訂單內容。

2. 預訂商品及訂購安排

本店部分商品屬預訂商品、日本訂購商品或需向日本供應商安排訂購之商品。客戶完成付款後，本店會隨即向日本官方、供應商或相關渠道訂購訂單內之商品。

因此，商品付款後即代表訂購程序已經開始。即使商品尚未推出、推出日期延期、供應商正在補貨、商品仍在生產中、商品仍在運送途中或尚未安排發貨，客戶亦不得因等候時間、個人需要或其他個人理由要求取消訂單或退款。

3. 個人原因取消訂單

如客戶於付款後因個人原因要求取消訂單，包括但不限於：

• 未能接受預訂或到貨等候時間；
• 商品尚未推出或推出日期有所延期；
• 商品缺貨補貨中、仍在生產中或尚未發貨；
• 於商品官方推出日期前要求取消；
• 未能理解、接受或滿意本店條款與細則；
• 個人購買意願改變、重複購買、買錯商品或其他私人原因；

本店將視情況按棄單或取消訂單處理。

如本店接納相關取消要求，訂單所付之貨品總額一半或 HK$300，以較高者為準，將作為取消訂單之營運損失而不予退回。已支付之運費，如適用，亦不會退回。

如訂單已付款項不足以抵扣上述營運損失，已付款項將全數不予退還。

4. 缺貨、停產或無法供應之安排

如因日本官方、供應商或相關渠道確認商品缺貨、停產、絕版或無法供應，本店會就受影響商品安排退款。

如訂單內只有部分商品無法供應，本店會安排退回相關缺貨商品之款項，其餘可供應商品將繼續按訂單處理及發貨。

退款方式及處理時間將按本店當時指定之退款安排進行。

5. 退款程序及訂單狀態

如本店接納取消訂單或需要安排退款，退款程序一經啟動，該訂單之交易程序即告停止。

已取消或已進入退款程序之訂單，不得恢復、更改、補回商品、轉換商品或重新安排發貨。如客戶仍希望購買相關商品，須重新下單。

6. 商品狀況及個別差異

毛絨公仔、縫製類商品及手工整理類商品，因生產及材質特性，實物可能存在個別差異，包括但不限於表情、形狀、縫線、線頭、毛布皺紋、色差、五官位置、左右對稱度、表情角度或整體比例等。

商品實物亦可能與官方圖片、宣傳圖片或展示圖片略有不同。上述情況屬正常商品個體差異，不構成退款、退貨或換貨理由。

7. 開封、使用及包裝損壞

商品一經開封、使用、拆除包裝、損壞包裝或影響再次銷售，不論任何原因，本店均不接受退貨或換貨。

請客戶於收貨時仔細檢查包裹及商品狀況。如發現明顯損壞、缺漏或異常情況，請於簽收前即時向速遞公司提出，並按本店條款與細則內之相關安排處理。

8. 最終決定權

本店保留按實際情況審視個別個案，並就退款、退貨、換貨、取消訂單及相關安排作出最終決定之權利。

如本政策與本店「條款與細則」有任何不一致，概以本店「條款與細則」及本店最終解釋為準。

Return and Exchange Policy

To protect the rights and interests of both parties, please read this Return and Exchange Policy carefully before placing an order and completing payment. By submitting an order and completing payment, you acknowledge that you have read, understood and agreed to this Policy.

1. General Return and Exchange Arrangement

Except in cases where a product is out of stock, discontinued, out of print, or confirmed by our store as unavailable, all products sold by our store are non-refundable, non-returnable and non-exchangeable.

Once payment has been completed, all orders will be processed according to our established procedures. Customers may not request order cancellation, refund, return, exchange of product, style or quantity, or any amendment to the order details due to personal reasons.

2. Pre-Order Items and Ordering Arrangement

Some products sold by our store are pre-order items, products ordered from Japan, or products that need to be ordered from Japanese suppliers. Once payment has been completed, we will promptly place the order with the Japanese official source, supplier or relevant channel.

Therefore, once payment is completed, the ordering process shall be deemed to have started. Even if the product has not yet been released, the release date has been postponed, the supplier is restocking, the product is still in production, the product is still in transit, or shipment has not yet been arranged, customers may not request order cancellation or refund due to waiting time, personal needs or other personal reasons.

3. Cancellation Due to Personal Reasons

If a customer requests to cancel an order after payment due to personal reasons, including but not limited to:

• being unable to accept the waiting time for pre-order or product arrival;
• the product not yet being released or the release date being postponed;
• the product being out of stock, awaiting restock, still in production or not yet shipped;
• requesting cancellation before the official product release date;
• being unable to understand, accept or be satisfied with our Terms and Conditions;
• change of purchase intention, duplicate purchase, ordering the wrong product or other personal reasons;

we may handle the order as an abandoned or cancelled order depending on the circumstances.

If we accept the cancellation request, either half of the total product amount paid for the order or HK$300, whichever is higher, will be deducted as operational loss and will not be refunded. Any delivery fee paid, where applicable, will also not be refunded.

If the amount paid for the order is insufficient to cover the above operational loss, the full amount paid will not be refunded.

4. Out-of-Stock, Discontinued or Unavailable Products

If the Japanese official source, supplier or relevant channel confirms that a product is out of stock, discontinued, out of print or unavailable, we will arrange a refund for the affected product.

If only part of an order is unavailable, we will arrange a refund for the unavailable product only. The remaining available products will continue to be processed and shipped according to the order arrangement.

The refund method and processing time shall be subject to the refund arrangement designated by our store at the relevant time.

5. Refund Procedure and Order Status

If we accept an order cancellation or need to arrange a refund, once the refund procedure has started, the transaction procedure for that order shall be deemed terminated.

Cancelled orders or orders that have entered the refund procedure cannot be restored, amended, supplemented with products, exchanged for other products, or arranged for shipment again. If the customer still wishes to purchase the relevant product, a new order must be placed.

6. Product Condition and Individual Differences

Due to the production process and material characteristics of plush toys, sewn products and hand-finished products, individual differences may exist in the actual product, including but not limited to facial expression, shape, stitching, loose threads, fabric wrinkles, colour differences, facial feature positioning, left-right symmetry, expression angle or overall proportion.

The actual product may also differ slightly from official images, promotional images or display images. The above situations are normal individual product differences and do not constitute grounds for refund, return or exchange.

7. Opened, Used or Damaged Packaging

Once a product has been opened, used, unpacked, or its packaging has been damaged or affected in a way that prevents resale, we will not accept return or exchange for any reason.

Customers are advised to carefully check the parcel and product condition upon receipt. If there is obvious damage, missing items or any abnormal condition, please raise the issue with the courier company before signing for receipt and follow the relevant arrangements stated in our Terms and Conditions.

8. Final Decision

We reserve the right to review each case according to the actual circumstances and to make the final decision regarding refunds, returns, exchanges, order cancellations and related arrangements.

In the event of any inconsistency between this Policy and our Terms and Conditions, our Terms and Conditions and our final interpretation shall prevail.