Return & Exchange Policy

EC Bot Limited (“we”, “us”, or “EC Bot”) is committed to providing high-quality traditional Chinese medicine and wellness products to our customers. Please read the following Return & Exchange Policy carefully before making a purchase. By purchasing from our online shop, you agree to be bound by all terms of this policy.

1. Scope of Returns / Refunds

  • Except in cases of quality issues (e.g., damage, spoilage, significant discrepancy with description, or receiving the wrong item), we do not accept returns or refunds for change-of-mind reasons (such as personal preference, taste issues, or mistaken purchase).
  • For hygiene and food safety reasons, the following items are non-returnable and non-refundable under any circumstances:
    • Opened or used tea bags, granules, supplements, health products, or any consumable/edible items
    • Any products with broken or tampered seals/packaging
    • Personalized or specially ordered/custom items (if applicable)

2. Conditions for Quality Issue Returns / Refunds

If a product has any of the following issues, please contact us within 7 days of receipt (calculated from the date of delivery/sign-off):

  • Product damaged or broken during shipping (outer packaging severely affected and impacting contents)
  • Product spoiled, moldy, with unusual odor, or clearly unfit for consumption
  • Wrong item received (mismatched product, missing items, or incorrect order fulfillment)
  • Product significantly not as described on the website (e.g., wrong ingredients, specifications)

Important Note: Due to the nature of Chinese herbal medicines and health supplements as consumable goods, returns or exchanges are not accepted after opening unless there is a clear and obvious quality defect as listed above.

3. Return Request Process

  1. Contact our customer service within 7 days of receipt via:
    • Email: info@ecbothk.com
    • WhatsApp / Phone: +852 9587 8207
  1. Provide the following information and proof:
    • Order number
    • Recipient’s name and contact number
    • Clear photos of the issue (including outer packaging, product condition, batch number/expiry date, etc.)
    • If applicable, photos of shipping damage or proof of delivery
  1. We will respond within 2 working days to confirm whether the return is approved.
  2. If approved, follow our instructions to return the original product (including all accessories, gifts, and invoice) to the address we provide. (Return shipping costs are borne by the customer unless the issue was caused by us, such as wrong item sent or shipping damage.)
  3. Once the returned item is received and inspected, we will process the refund within 7–14 working days (deducting any used coupon value or shipping subsidy, if applicable).

4. Refund Method

  • Refund to the original payment method (credit card / Alipay / FPS, etc.) — processing time depends on the payment platform, usually 7–30 days.
  • For cash-on-delivery or bank transfer payments, refund will be made to a designated bank account.
  • Shipping fees are non-refundable (except in cases where the fault lies with us, e.g., wrong item or shipping damage).

5. Exchange Arrangements

  • For approved quality issues where stock is available, we prioritize same-item exchange (return and re-shipping fees borne by us).
  • If the item is out of stock, you may choose:
    • Replacement with another item of equal or similar value (supplement/deduct difference if needed)
    • Full refund

6. Other Important Terms

  • All return/exchange requests are assessed based on the actual condition upon receipt. Unauthorized or late returns will not be accepted.
  • Customers are responsible for retaining proof of return postage (e.g., registered mail or courier receipt) in case of loss.
  • For cross-border or overseas orders, return/exchange may be subject to destination country regulations.
  • This policy is governed by the laws of the Hong Kong Special Administrative Region. Any disputes shall first be resolved amicably; failing which, they shall be submitted to the courts of Hong Kong.
  • EC Bot Limited reserves the right to interpret and amend this policy at any time without prior notice.

If you have any questions, please feel free to contact our customer service team:

Email: info@ecbothk.com

Phone/WhatsApp: +852 9587 8207