Return & Refund Policy

Last updated: February 21, 2025

At DarcyHong, we want you to feel confident about every purchase. If something isn’t right, we’ll help you through the return or refund process. Please read the terms below carefully.

1) Return Eligibility

A return may be accepted if the item meets all of the following:

  • Requested within 30 days of delivery
  • Unused, uninstalled, and in original condition (no wipe marks, stains, scratches, or signs of wear)
  • Returned in original packaging, including any included parts (manuals, accessories, hardware/fasteners, tags, protective films, seals, etc.)
  • Includes proof of purchase (order number/receipt)

To protect product quality and safety, we may decline returns for items that are used/installed, missing components, or not in resalable condition.

2) Items Not Eligible for Return

We do not accept returns/refunds for:

  • Items that have been used or installed
  • Products labeled Final Sale / Non-returnable
  • Gift cards
  • Free gifts or promotional items
  • Damage caused by misuse, incorrect installation, improper handling, or normal wear and tear
  • Opened consumables/cleaning products (if applicable)

3) Damaged, Defective, or Wrong Item Received

If your order arrives damaged, defective, or you received the wrong item, email us within 7 days of delivery and include:

  • Order number
  • A short description of the issue
  • Clear photos/videos of the item and packaging (outer carton, padding, shipping label)

After review, we may offer replacement parts, a replacement item, or a refund — depending on the situation.

4) How to Request a Return

To start a return, contact our support team:

  • Email: service@darcyhong.com
  • Phone: +85234848369

Please include your order number and the reason for the return.
Returns sent without approval may be refused.

5) Return Shipping

  • Return shipping costs are the customer’s responsibility unless the return is due to our error (e.g., defective/incorrect item).
  • We strongly recommend a trackable shipping method.
  • We are not responsible for return parcels that are lost or delayed in transit.

6) Refunds

Once the return is received and inspected, we’ll notify you of the outcome.

If approved:

  • Refunds are issued to the original payment method
  • Please allow 5–10 business days for the refund to appear (varies by bank/provider)
  • Original shipping fees (if charged) are non-refundable, except when the return is due to our error (e.g., damaged/incorrect item)

7) Exchanges

We do not offer direct exchanges at this time.
If you’d like a different item, please return the eligible product (if approved) and place a new order.

8) Late or Missing Refunds

If you haven’t received your refund after the processing time:

  • Check your bank account again
  • Contact your card issuer (posting time varies)
  • Contact your bank (some delays are normal)

If it still hasn’t appeared, email service@darcyhong.com.

9) Order Cancellations

We begin processing quickly. If you need to cancel, contact us as soon as possible:

  • If the order has not shipped, cancellation may be possible
  • If the order has shipped, please follow the return process once delivered (if eligible)

10) Return Instructions & Return Address

All returns must be authorized first. We will provide the correct return instructions (e.g., return label and/or shipping requirements) after approval.

Return Address:
Darcy Hong Limited
Room A, 8th Floor, Industrial Building
39–41 King Street
Tai Kok Tsui, Hong Kong

  • Email: service@darcyhong.com
  • Phone: +85234848369