**Delivery Terms**
1. This website only offers local delivery within Hong Kong. Delivery areas include Hong Kong Island, Kowloon, New Territories business and residential addresses. The following outlying and remote areas are excluded: Po Toi Island, Dong Lung Chau, Tap Mun, Lo Wu, Lok Ma Chau Control Point, Da Gu Ling, Man Kam To, and Sha Tau Kok Restricted Area.
2. **How to Calculate Shipping Fees**
- Orders under HKD 350: HKD 50 shipping fee
- Orders of HKD 350 or above: Free shipping
3. We will dispatch the goods within 7 working days after "Order Confirmation" (working days exclude Saturdays, Sundays, and Hong Kong public holidays).
4. We will notify customers of the delivery time by phone or email before delivery. Our delivery times are fixed as follows:
- Hong Kong Island: Wednesdays, 11:00 – 17:00
- Kowloon: Tuesdays and Fridays, 11:00 – 17:00
- New Territories: Mondays and Thursdays, 11:00 – 17:00
5. Delivery services will be rescheduled in the event of a No. 8 or higher typhoon signal or a black rainstorm warning.
6. "Failed Delivery Orders" refers to orders returned to us due to reasons such as an unclear delivery address, P.O. boxes, multiple delivery attempts with no recipient, or refusal of the package by the recipient. In these cases, we will deduct the shipping cost and a reasonable handling fee of HKD 30 as a return processing fee, and the remainder will be processed according to the "Refund Policy" and "Refund Timing."
7. We can arrange for redelivery of returned packages, but customers will need to pay for the shipping fee for the redelivery, calculated per package.
8. For any delivery inquiries related to this website, customers may email info@timc.com.hk or call (852) 2544 4182 during office hours for assistance.
9. In case of any disputes, this website reserves the right to make the final decision.
**Return and Exchange Policy**
1. This website provides products of the highest quality, and orders are thoroughly inspected before shipment to ensure good product quality.
2. This website offers a "7-Day Product Return and Exchange Guarantee" (based on the delivery signature record and excluding "Non-Returnable Products"). If the product is damaged upon receipt, please follow the "Return Product and Exchange Procedure" to return the product.
3. Unfortunately, the following situations or "Non-Returnable Products" are not eligible for refunds or exchanges:
- The product has been received for more than 7 days.
- The product was purchased at a special price, discount, or promotional price.
- The product has been opened or used (e.g., packaging tape or box has been removed).
- The product is not in its original condition, has been damaged, or is incomplete.
- The product was purchased through any channel other than this website.
- The product is marked as a free gift or trial gift.
4. **"Return Product and Exchange Procedure"**
To return a product, please follow these steps:
- Contact us via the "Contact Us" section of this website.
- Enter the order number, details of the returned product, and the reason for return in the inquiry field.
- After receiving our confirmation email for the return or exchange, please securely package the product to be returned and include a copy of that email.
- Mail the returned product* to The International Medical Company Limited, 7/F, Block 1, Yau Tong Industrial Building, 2 Chong Sin Street, Yau Tong, Kowloon, Hong Kong.
*Customers must pay all shipping fees upfront. We do not accept freight collect. If the return or exchange request is accepted, we will arrange for a refund of the shipping cost.
- If customers choose an exchange, we will arrange for the re-shipment of the product according to your original order's delivery method, with no additional shipping charges.
5. **"Refund Policy"**
Please note that before processing a return or refund, we must inspect and verify the returned product. If the returned product does not meet our return terms, it will not be eligible for return, exchange, or refund, and this website will not be responsible for returning the product.
The original order's shipping and handling fees are non-refundable. We apologize for any inconvenience. We will refund the total amount of the product. If the returned product included promotional gifts or products purchased at a discounted price, those items must also be returned; otherwise, the refund will not be processed. If any promotional gifts are returned, their value will be deducted from the refund.
6. **"Refund Timing"**
Refunds will be processed using the same payment method used for the purchase (sorry, we do not offer cash refunds at this time). Once we have submitted the refund request to the bank, it typically takes about 3 to 4 weeks for the amount to be credited back to your account by the issuing bank of the credit card.
7. In case of any disputes, Citracium.com reserves the right to make the final decision.
---
