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Returns & Refund Policy

We want you to be completely satisfied with your purchase. If for any reason you are unsatisfied with your purchase, simply send the unopened item back within 15 days of your order’s ship date and receive a full refund (minus the shipping costs). This does not apply to consumables, edible items and baby products, with the only exception if the items were damaged during transit.

Any issues or problems with orders that did not arrive on time should be reported to info@sailfish.com.hk within 15 calendar days of your order ship date. Orders that were not reported within 15 calendar days of the ship date will not be eligible for refund.

What if I need to return an item after 15 days?

Unfortunately, items that are over 15 days from the ship date are taken back on a case by case basis.

What if my item has been opened?

Items that have been opened or not in a resalable condition ARE NOT eligible for a refund.

What do I do if I receive a damaged, expired or incorrect product?

If you receive a damaged, expired or incorrect product, you must contact us within 48 hours of receiving your product. Please have your order number from the enclosed invoice available. Products should be inspected immediately once delivered and any problems with damages or expired products need to be called in within 48 hours of delivery.

How long will it take to receive a credit from my return?

We process returns daily (Monday-Friday). As soon as we receive your item, we will process your return. If a credit is to be issued, you should see the credit come through within 3-10 business days, depending on your bank’s procedures and how quickly they process the credit.

Do you issue in-store credits?

We try to issue in-store credits as much as possible. If you’d rather receive the money back instead of having an in-store credit, simply let us know and we will refund you based on your method of payment. If your order is older than 30 days, you are only allowed in-store credit for returned items.

All returns of “duplicate items” (items previously returned by the same customer from a previous order) are subject to approval. We will not be responsible for shipping and handling on returned items. We recommend using UPS, FedEx or some other form of insured mail for returns as we cannot be responsible for items that never make it back to our warehouse. Please know that we are unable to issue checks or cash back for returned products. Items that cannot be refunded directly back to your method of payment will receive an in-store credit.

Incorrect Address / Returned Items

If the shipping address on your order is incorrect, please note that we cannot change the delivery address after an order has been shipped. Please know that we work directly with our shippers to help resolve address issues when possible, but we cannot be held responsible for any delays, fees, or other delivery issues if you’ve made an error in the shipping information on your order. If such an error causes an order to be rejected, lost or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you may be responsible for return shipping fees. Orders that are returned to us due to an incomplete or incorrect address will be refunded for the full order cost minus any shipping charges. Unfortunately, unless the order is returned back to our warehouse in an undamaged and resalable condition, we cannot issue a refund. Refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed.

Returned Items

If your parcel is being returned to sender due to any reason such as: Unclaimed, Incomplete/Insufficient Address, Prohibited Import / Denied Entry by Customs, or being Refused only once the parcel arrives back to our facility will a refund for the purchase price of the products minus the shipping cost be issued. Before a refund is granted, the parcel must be checked in at our facility. You may be responsible for return shipping fees. Unfortunately, unless the order is returned back to our warehouse in an undamaged and resalable condition, we cannot issue a refund. We cannot be held responsible for delays and transit times if your parcel is being returned. Refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed.

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