DOCTORAIR Store and Local Online Shopping
The following return and exchange policy applies to purchases made at DoctorAir points of sale^ and the online store www.doctorair.com.hk.
All products purchased at DoctorAir points of sale and the online store are non-returnable, non-refundable, non-cancellable, and non-exchangeable. We only offer special exchange processing for defective products. Exchanges are only an exception when the product is confirmed to be a problem product. If you believe the product you received is a problem product, it must first be verified by our customer service representative (for online purchases) or a DoctorAir point of sale staff member. Our company also reserves the right to test the product first to verify the product issue before proceeding with an exchange.
You are required to inspect the product as soon as possible after receiving it for any cosmetic defects or missing accessories. If no issues are raised within 7 days of in-store pickup or receipt, we cannot arrange for product or accessory replacement due to cosmetic defects or missing accessories. If our customer service representative (for online purchases) or DoctorAir point of sale staff member has reasonable grounds to believe that the product has been used, washed, or damaged through abnormal use, we cannot arrange for a return or exchange. All products requested for exchange must be unused and with complete packaging.
If you believe the product has an issue and requires an exchange, please contact our customer service representative during business hours. After the issue is verified, please arrange for the product exchange as instructed by our customer service representative.
If you choose in-store shopping with delivery arrangement or online store shopping with delivery, you will need to bring the product to your ordering store or customer service center for exchange processing.
Before requesting an exchange, please present the original purchase receipt or relevant electronic receipt.
Pre-order / Pre-sale Products
When pre-ordering a product, please pay attention to the estimated arrival date indicated on the payment receipt or pre-order form. If a pre-ordered item has not been picked up, you may bring the original pre-order form to the store to arrange an exchange, but no refunds will be given.
If the product fails to arrive at the store or the address requested at the time of order within 30 days from the estimated arrival date indicated on the order, you may first contact our customer service representative. After confirmation, a refund can be arranged. If you have not received notification from us by the estimated arrival date, please contact our store or customer service representative to inquire about the arrival time.
When picking up, exchanging, or refunding pre-ordered products, you must present the original payment receipt and pre-order form.
Online Overseas Shopping
If you believe the product has an issue and requires an exchange, you must contact our customer service representative within 7 days of receipt for follow-up.
Due to logistics reasons, we are unable to arrange exchanges, returns, or refunds for overseas purchases due to minor cosmetic reasons that do not affect product use. The final arrangement will be subject to the notification from our customer service staff.
Also due to logistics reasons, we are unable to provide a one-year product warranty for overseas purchases. However, most issues can be resolved by contacting our customer service representative without the need for repair. Please contact our customer service representative for details. If parts need to be provided for local handling, the customer will be responsible for the courier fees.
Delivery to areas outside of Hong Kong will incur additional courier fees. The shipping cost will be quoted at the time of payment on this website. This only includes shipping fees and does not include local import duties or other charges. If import duties arise, the recipient will be responsible for paying them to the local customs or courier company.
^All BRUNO stores