Refund policy

Return and Refund Policy

As a clinical and professional skincare brand, CHRISTINA Hong Kong maintains strict standards for product quality and hygiene. If your products are damaged during transit or if you wish to request a return due to personal reasons, please contact our Customer Service Center within 7 days of receiving your item(s). Requests made after 7 days will not be accepted.

1. Information Required for Application

To initiate a return or exchange, please provide our customer service team with the following details for verification:

1. Order Number:
2. Customer Name:
3. Name and Quantity of Product(s) for Return/Exchange:
4. Reason for Return/Exchange:
5. Return Shipping Address, Contact Number, and Contact Name:
6. Has the product been opened? (Yes / No):
7. Clear photos of the product (to verify product condition and integrity):
8. For payments via PayMe or PayPal, please provide the account holder's name and Transaction ID:

2. Non-Returnable and Non-Refundable Items

We do not accept returns or exchanges under the following circumstances:

1. Items where the request is made more than 7 days after the date of delivery.
2. Items that have been opened, used, or damaged by human error, or where the original packaging is compromised, affecting re-saleability.
3. Discounted items, sale items, and items redeemed using member loyalty points.
4. Items returned spontaneously without prior authorization and approval from our Customer Service.
5. Items explicitly marked as "Non-returnable and Non-exchangeable" on our official website.

3. Refund & Shipping Terms

• Refund Processing: Once we receive, inspect, and approve your returned item(s), the refund will generally be issued to your original payment method within 15 working days. The final refund amount is strictly based on the actual amount paid.
• Shipping Fee Declarations:
• All shipping fees (including original outbound shipping charges) are non-refundable.
• For returns due to personal reasons or if the customer refuses a delivery after dispatch, all round-trip shipping costs and associated fees shall be borne entirely by the customer.
• Gifts & Bundle Offers Restrictions:
• Complimentary Gifts: If your order included a free gift, it must be returned in its original, unopened condition along with the returned products. If the gift is not returned, the retail value of the gift will be deducted from your refund.
• Promo Codes & Store Credits: Once an order is returned or refunded, any promo codes or store credits used in that transaction are forfeited and cannot be reused.
• Add-ons / Bundle Deals / Gift-with-Purchase Orders:
• If a partial return is made and only the add-on item is kept, the add-on item will be re-calculated at its original retail price.
• For bundle promotions, if the partial return causes the remaining items to fall below the promotional threshold, the remaining items will be re-calculated at original retail prices, and the difference will be deducted from the refund.
• All add-ons items, discounted promotional items, and limited-edition items are strictly non-returnable and non-exchangeable.