Returns & Refunds

In short: change your mind within 30 days of delivery and send the item back unused for a refund. If you live in the EU, the UK or another EEA country, your statutory 14-day right to cancel applies as well, and you always get whichever is better for you. Faulty or wrong items are on us.

Our 30-day returns promise

We give every customer 30 days from the day the order is delivered to change their mind. This is our promise, not a legal requirement in Hong Kong: Hong Kong law does not provide a cooling-off period for online purchases.

To use the promise, the item must be unused, clean and returned with its original packaging and any inserts. Headbands and hair wraps must be unworn and unwashed, with their packaging, because they are worn against the hair and skin.

Your statutory right to cancel (EU, UK, EEA)

If you are in the EU, the UK, Norway, or another country whose law gives consumers a statutory right to cancel a distance purchase, that right applies to you in addition to our promise, and nothing on this page reduces it. Where the two differ, you get whichever is better for you.

• Cancellation period: 14 days from the day you, or a person you name (other than the carrier), receive the goods. If an order arrives in several parcels, the period runs from receipt of the last one.
• How to cancel: tell us clearly that you want to cancel, by email to support@prismellea.shop, by post to the address in our Legal Information, or with the online form below. You may use the model form but you do not have to. Sending your notice before the period ends is enough.
• Sending the goods back: please send the goods back no later than 14 days after telling us you are cancelling. We will email you the return address with our acknowledgement.
• Return costs: you pay the direct cost of sending goods back when you cancel or change your mind, unless the item is faulty or not what you ordered.
• Refund: we refund all payments received from you, including the standard delivery charge (but not any extra cost of a delivery option more expensive than our standard tracked delivery), without undue delay and no later than 14 days after we receive your cancellation. We may hold the refund until we have received the goods back or you have shown proof of sending them, whichever is earlier. We use the same payment method you used, and you will not be charged any fee for the refund.
• Handling: you may handle the goods as you would in a shop to check them. You are only liable for any loss in value caused by handling beyond that.

Faulty, damaged or wrong items

If something arrives damaged, faulty or is not what you ordered, email us within a reasonable time with your order number and a photo. We will arrange a replacement or a full refund, including delivery costs, and we cover the cost of the return. Your statutory rights for faulty goods are explained below and are not limited by this page.

Your rights under Hong Kong law

Under the Sale of Goods Ordinance (Cap. 26), goods we sell must match the description we gave them, be of merchantable quality, and be fit for any particular purpose you made known to us before buying. If they are not, you may reject them and claim a refund, or claim damages.

Under the Control of Exemption Clauses Ordinance (Cap. 71), we cannot exclude or limit these obligations when selling to a consumer, and nothing on this site attempts to.

If you live in the EU, the legal guarantee of conformity of at least two years under your national law applies. In the UK, the Consumer Rights Act 2015 applies, including the 30-day short-term right to reject faulty goods.

How to return an item

1. Email support@prismellea.shop with your order number and the items you are returning (or use the form below).
2. We reply with the return address and instructions, usually within two business days.
3. Pack the items securely and send them with a tracked service. Keep your proof of postage.
4. We check the return and refund you to your original payment method. We email you when the refund is issued; banks can take a few extra days to show it.

Please do not send returns to our registered office without contacting us first; it is not a returns warehouse.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: AsianBeautyWholesale (Hong Kong) Limited (PRISMELLEA), 5/F, KC100, 100 Kwai Cheong Road, Kwai Chung, New Territories, Hong Kong, support@prismellea.shop

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.

Cancel online

Use this form to send your cancellation directly. We confirm receipt by email straight away.

Questions

Email support@prismellea.shop or call +852 5314 9718. We reply within two business days.