Refund policy

🛡️ REFUND, RETURN & ANTI-FRAUD POLICY

Last updated: April 16, 2026

1. Returns & Refunds (退換貨基本守則)

  • No Change-of-mind: We strictly do not accept returns or refunds for "change-of-mind" or personal reasons once an order is processed.

  • Non-returnable Items: No returns are accepted for opened, used, or unsealed items. Products must be in their original factory-sealed condition.

  • Condition as Photo: All items are accurately photographed before dispatch. What you see is what you get.

2. Mandatory Unboxing Video (強制開箱影片要求)

To protect both parties and serve as the ONLY valid evidence for claims:

  • You MUST provide a continuous, unedited unboxing video starting from the unopened shipping box, clearly showing the shipping label and the entire opening process.

  • Claims without a valid unboxing video will be summarily rejected.

3. Cancellation Policy & Fees (取消訂單與行政費)

Cancellations and refunds are strictly governed by the following fees to cover transaction and administrative costs:

  • For In-stock Items (現貨商品):

    • Within 72 Hours: 7% processing fee.

    • After 72 Hours / Returned to Sender (RTS): 20% administrative fee.

    • Shop Credit Option: Cancellation fees are waived if the refund is issued as Shop Credit.

  • For Pre-order Items (預購商品 - 嚴格限制):

    • Mandatory Fees: All Pre-order cancellations are subject to a 7% (within 72h) or 20% (after 72h) administrative fee.

    • No Waivers: Unlike in-stock items, the cancellation fee for Pre-orders STILL APPLIES even if the refund is issued as Shop Credit.

  • Abandonment (All Orders): If a parcel is destroyed or disposed of by the courier due to the buyer's failure to claim, no refund will be issued.

4. Anti-Fraud Commitment (抗欺詐專章)

Mobile Garage HK maintains a zero-tolerance policy towards fraudulent activity:

  • Documentation: All orders are photographed before packaging. Tracking and signature records are retained as permanent proof.

  • Fraudulent Chargebacks: We contest all chargebacks filed for delivered items. Evidence includes pre-shipping photos and proof of your acknowledgment of these terms.

  • Shop Credit Finality: Once Shop Credit is issued, the transaction is considered Final Settlement. The customer explicitly waives all rights to file a chargeback.

5. Important General Terms (重要一般條款)

  • Short Supply: We reserve the right to reduce quantities or cancel orders due to supply shortages.

  • Store Failure to Supply: If we fail to provide the goods, our liability is limited to a full refund of the paid amount. No further compensation will be provided.

  • Order Finality: No changes (e.g., swapping items) are accepted after confirmation.

6. Customer Acknowledgment (客戶法律確認)

By completing a purchase at Mobile Garage HK, customers acknowledge and explicitly agree to:

  • ✓ Pre-order cancellations ALWAYS incur a fee (7% or 20%), regardless of the refund method (including Shop Credit).

  • ✓ Abandoned or unclaimed parcels destroyed by couriers are non-refundable.

  • ✓ A 20% fee applies to cancellations after 72 hours or for parcels returned to us.

  • ✓ A continuous, unedited unboxing video is mandatory for all claims.

  • ✓ Fraudulent chargebacks will result in permanent suspension and blacklist.

7. Contact Us

Questions? Contact us. Response time: 24-48 hours.