This Return and Refund Policy explain how Zoffil handles order issues, product returns, and refund requests for customers in Hong Kong. We aim to keep this information clear and approachable so you understand what to expect if something does not go as planned.
How Our Ordering Method Works
Zoffil currently accepts Cash on Delivery (COD) as the sole payment method. This method was chosen so customers can complete their purchase in a direct and simple way upon receiving their floral items.
If any situation arises that affects your satisfaction with an order, this policy outlines the steps you may follow and how we address such matters.
When You Can Request a Return
Our floral products are made with elements that can naturally vary, but we understand that errors or unexpected issues can occur. You may request a return if:
To begin a return request, please contact us at info@zoffil.com within a reasonable timeframe after receiving the order. Providing photos and a clear description helps us understand the situation faster and offer a smooth resolution.
How Returns Are Processed
Once we receive your message, our team will review the details and guide you through the next steps. In some cases, we may ask for the product to be returned to us. For deliveries that arrive damaged, we may request evidence so that we can verify the issue and make internal improvements.
We approach each case individually, focusing on understanding the situation rather than following rigid templates. Our intention is to resolve matters with clarity and fairness.
Refund Method
If a refund is approved, Zoffil processes refunds exclusively through bank transfers. Since we use COD for purchases, this method allows us to securely return the amount to you. You will be asked to provide basic banking information necessary for the transfer. Refund processing time may vary depending on your bank’s procedures, but we aim to complete the transfer as promptly as possible once all information is verified.
How Personal Data Is Handled During Return Requests
All information collected during a return or refund request - such as your name, contact details, or bank information - is managed in accordance with the Personal Data (Privacy) Ordinance (PDPO) of Hong Kong. We only use the information needed for processing your request and do not retain it longer than required.
We do not share your personal details with outside parties unless legally required in Hong Kong or necessary for completing the refund process (such as your bank receiving refund instructions). All details are handled with respect and transparency, following PDPO principles.
Contacting Us
For questions about returns, refunds, or anything related to your order experience, you may reach us at info@zoffil.com