Return Process

With 14 days from the arrival date of your order, you can apply return or exchange for certain products. The product must be brand new, with complete packaging and tagging, and it has not been worn or used. We will not accept products that violate the regulations. Please note that products with final clearance or discount or limited series products cannot be returned or exchanged.

*Please note: During the promotion period, the return/exchange time may be longer.

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Return Rules

Our Return Policy

• With 14 days from the arrival date of your order, you can apply return or exchange for certain products.
• The product must be brand new, with complete packaging and tag attached, and it has not been worn or used. We will not accept products that violate the regulations.
• Products with final clearance / discount / promotion / limited series are NOT included.
• Products in bundle set should be returning together.
• No hydration system can be returned due to hygiene problem.
• Non-compliant products will be returned, and the freight will be borne by the customer.
• The return shipping cost is borne by the customer, and we will not provide return shipping check label or shipping refund.
• The customer must assume responsibility before the return package is signed for. Therefore, we recommend that you use reliable and traceable transportation services. We are not responsible for any damage or loss of returned goods during shipping.
• If you request a refund, the shipping, import taxes and duties in the order will not be refunded.
• If you request an exchange, we’re not responsible for the returning and second shipping fee.
• If you receive the wrong goods, defective goods or find that the package is incomplete, please contact us within 7 days from the date of receipt and provide your order number, product photos and other relevant details, and we will be happy to solve it for you.
• In case of any disputes, Suburban HK reserves the right of final decision. 

Return Address 

2B, 2/F, Lladro Centre, 72 Hoi Yuen Road, Kwun Tong

 

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Refund Method

Suburban HK return center will process the refund after receiving the returned goods. The refund will be based on the payment method used when ordering.

If payment is made by credit card or PayPal, we will return the refund to your card/PayPal account used in the transaction within 3 working days. Please contact the card issuing bank to check when the refund will be deposited into your account.
If payment is settled by Octopus, amount will be refunded as Store Credit.
If you pay with a Suburban Store gift card, the refund will be sent to you via email within 3 working days in the form of a Suburban Store gift card.
If payment is made by PayMe or bank transfer or cash deposit, we will return the refund to your account bank within 8 working days. If you have not provided your bank information, please refer to the information below. Please contact your bank to check when the refund will be deposited into your account. When the refund is successfully deposited in your bank, we will notify you by email.

Name of Account Holder:
Account Number:
Bank
Bank Code

Please note that we will only refund to local bank accounts, and the name of the bank account holder must be the same as the name of the billing contact person for the order.

If you need more information about order changes or returns, you can contact our customer service team at (852) 39545524 from Monday to Sunday, 11:30 am to 8:00 pm. Please prepare your order number.