Returns & Exchange
Please note that the content of this page applies to all online orders.
Return and Exchange
Return and exchange policy
All products purchased at Apple Store in Hong Kong cannot be returned or exchanged. Exceptions for exchange will be allowed for defective products only. Please refer to our for full policies.
Exchange for defective items
If you believe that your product is defective, please contact Apple Store Customer Service at (852) 800-908-988 during our hours of operation, Mon-Fri 9 a.m. - 9 p.m. (Cantonese, Mandarin), Mon-Fri 9 a.m. - 6 p.m. (English service) or over weekends 10 a.m. - 9 p.m. (Cantonese and Mandarin service), to request for exchange.
If Apple determines that the product is defective and you are eligible to exchange your product, please follow the instruction of Apple Store Customer Service and send back your product with the original receipt (or gift receipt) and original packaging within 14 days of the date you receive the product.
To exchange for any product purchased in volume (aggregate of more than 4 per order or across multiple orders), you must send back the products to the Apple Store where originally purchased within 7 days of receiving them.
We will send you an email after three delivery attempts requesting you to contact us within three days to arrange for re-delivery. If we do not hear from you within three days to arrange for re-delivery or if re-delivery is still unsuccessful, the relevant products of your order will be considered as cancelled and you will be subject to a 15% restocking fee.
Your refund will be issued after we receive your item(s) at the Apple returns centre. The way your refund is processed depends on your original payment method.
- For Credit Card payment, the refund will take 3 business days to your card-issuing bank. Please contact your bank to check when the refund will return to your bank account.
- For Apple Store Gift Card payment, the refund will take 3 business days to sent via an Apple Store Gift Card by email
- For Bank Transfer, Cheque or Cash Deposit payments, the refund will take 8 days to post to your card-issuing bank based on the bank information you have provided. If you have not provided the bank information yet, please refer to below information. Please contact your bank to check when the refund will return to your bank account. We will notify you by email when the refund has successfully posted to your bank.
Account Holder Name:
Bank Account Number:
Please note that refunds can only be remitted to a local bank account where the Bank Account Holder name is the same as the Billing Contact filled in when placing the order.
Problems with your product
If you're having trouble with your new Apple product, please visit online Product Support or contact Apple technical support. If you're having trouble with a non-Apple product, please contact the manufacturer directly for information regarding the manufacturer's warranty.
Terms and Conditions
If you want to read Apple's full Sales Policy, please visit the below link.