Our Return or Exchange Policy
This website is operated by Eros Hong Kong Company Limited. Throughout the site, the terms “we”, “us” and “our” refer to Eros Hong Kong Company Limited.
Due to the nature of our products, natural ingredients are not standardized and mass-produced the way synthetic ones are. The ingredients are harvested at different times in different weather conditions and this may affect the natural state of the products. It made the the scent, color or texture of our products (especially aromatherapy products ) may vary. Once the order has been confirmed, we do not accept exchanges or returns due to personal preferences.
Different skin types and conditions may have different reactions to our products. The ingredients of the products are listed on the website to help customers identify any sensitivities with certain ingredients. Eros Hong Kong Company Limited cannot guarantee that customers will not experience skin reactions or effectiveness when using our products and cannot be held responsible should any reactions or non-effectiveness occurs.
If you have sensitive skin or have had allergic reactions, please use the product for a skin test on a small part of your wrist 2-3 days before using the product. If you are allergic to certain ingredients, it is recommended to perform a skin patch test first.
We suggest customers may come to our retail store to try and get samples (if any) when you have doubts on certain products.
Sorry but we do no accept refund in any condition.
Damaged/ incorrect or missing product
We pick and pack all orders with the utmost care however, as each parcel is prepared manually, errors can occasionally occur.
If you have received the damaged, incorrect or missing product , please contact our Customer Services via Signal/ Whatsapp +852 55031990 within 24hrs after package received.
Please ensure you've included the following information:
- the email address you used to place your order
- your order number and contact number
- details and picture of the item(s) damage, wrong or missing from your order
- a clear picture of the outer package, the inner package and products received.
Unopened, with all original product packaging and hygiene seals untouched. We are able to offer exchange once time on items.
You may bring your receipt with UNUSED and UNOPENED products for exchange once time in our store within 7 days.
If your exchange is because of personal preferences and send back via mail or courier, you will need to cover the cost of exchange shipping.
Eros Hong Kong Company Limited holds the final decision with each exchange case.