Refund policy

Returns and Exchanges Policy

In accordance with the Consumer Protection Act, all purchases made on the official SHIRO Hong Kong online store are entitled to a 7-day cooling-off period, commencing from the day after the goods are delivered (including weekends and public holidays).

As these are personal consumable items, they cannot be returned once the packaging has been opened or the product has been used. Returned items must be in brand-new condition with the original packaging intact. Please ensure that the product, accessories, packaging, manufacturer’s box and all accompanying documents or materials remain in their original condition; returns will not be accepted if any items are soiled or damaged. Please inspect the condition of the goods upon receipt. If any items are damaged, faulty or incorrect, please contact us within 7 days of receipt; requests made after this period will not be accepted. Please note: The inspection period does not include a product trial service. The inspection period is not a trial period; returned or exchanged items must be in their original, unopened packaging (samples are considered used items and cannot be returned).

To request a return or exchange, please contact Customer Service. Once your request has been confirmed, please pack the product securely and send it back.

*Return or exchange shipping costs arising from personal reasons will be borne by the customer.

Refund Policy

If you paid by credit card when placing your order, a credit will be issued to your card once the returns process has been completed.
If you paid on delivery, please provide a copy of your bank account details; the refund will be transferred to your specified account once the returns process has been completed.

For security reasons, we will only issue refunds to the person who placed the order. The purchaser may not instruct us to transfer the refund to a third party, nor may the purchaser request that we pay the refund to any third party other than the purchaser themselves.

Once we have confirmed that the returned goods are in order, we will process the refund within approximately 30 working days.

※Please note that due to differences in credit card settlement dates, the refund amount may not appear on your current credit card statement but will instead appear on your next statement. If you have any queries regarding this, please contact your card-issuing bank.

※If you paid on delivery, please email your refund details to our customer service team at info@shiro-shiro.hk. We will process your refund as soon as possible upon receipt of your details.

• Order number
• Purchaser’s name
• Copy of bank account details (must be in the purchaser’s name)

Consultancy services

If you encounter any issues with products purchased from the official SHIRO Hong Kong online store, please contact us directly and a member of our team will be happy to assist you.

• Email：info@shiro-shiro.hk
• Support Hours：Monday to Friday, 9.00 am to 5.00 pm (excluding public holidays)