About new product reservations
About new product reservations + insufficient or out-of-stock products
All pre-ordered product are on "pre-order" bases, no change or cancellations and refunds are accepted for order of pre-ordered items after the transaction had been made. The number of orders submitted by the company to the supplier/manufacturer is not equal to the final supply quantity. For pre-order unsuccessful, the company will arrange a refund to you. The actual date of launch for the pre-ordered items are subject to the final decision of the supplier/manufacturer; it is also subject to different factors such as the delivery efficiency of the logistics service provider, which may beyond the control of our company. If the pre-ordered product has not been shipped 6 months after the actual launch date, we will contact our customers to arrange follow-up and refund.
Return and Exchange Arrangement
All products sold through hibearbrick.com are brand new. As a resale shop, we cannot guarantee the defects in the production/packaging process, including but not limited to scratches, marks, uneven paint, etc. For the defects of the original product, we cannot contact the manufacturer and provide any after-sales service. After completing the order and payment procedures, it means that you have understood the company's shopping terms and policies. The packaging box/outer box is only for protection. The dents, scratches or damages on the surface of the packaging box caused by any reason which consider force majeure factors and it will not constitute any reason to cancel the transaction.
Except for order delivery errors, returns are not accepted. If you found your order has been shipped incorrectly, the customer must return it within seven days from the product delivery date, otherwise we will not accept the return or exchange. When the product is returned, the customer must send it back in the original packing together with the delivery note, otherwise we will not be able to handle the return or exchange. We will only process the return and exchange of the same color and the same payment due to the wrong item delivery. Once the product is sold, refunds of any form or reason will not be accepted.
For return and exchange, please confirm that the returned product a condition able to resale, and ensure that the outer packaging of the product is intact. Order delivery error refers to:
• Wrong Product Item was sent
Reasons for not being able to return or exchange
If any of the following situations occur, we cannot assist in handling returns and exchanges:
• Improper use of the product, including but not limited to contact with particularly damp materials, chemicals, gasoline, paint, detergents, solvents, cooking oil, sea water, overheating, etc.
• The product is disconnected and cracked due to scratches from external hard objects or internal wear
• Product damage or destruction due to improper shipping
• Discoloration of the product due to display
• The appearance of the product is not clean
• Products not sold through hibearbrick.com
Return and exchange process
If it is found that the order has been shipped incorrectly, the customer must return it within seven days after receiving of the product, otherwise we will not accept the return or exchange. Customers must email hibearbrickhk@gmail.com to contact us within 3 days after receiving the item. Any other form of contact method will not be as an official contact. If we confirms that the order was being shipped incorrectly and complies with our exchange policy, we will reply you with the return and exchange process by email.
Refund policy
Refund will only be made for wrongly sent item or unsuccessful pre-order items, we will not be able to refund any charges by bank or credit card issuer during the payment period. The refund will take about 7 to 14 working days. In addition, due to exchange rate fluctuations, the final refund amount may be different from your payment amount. If you have any questions, please contact your cards issuing bank.
