Refund & After-Sales Policy
Last updated: 2026-04-06 | https://hrt.bbhall.org/
1. Change of Recipient Information
The method and feasibility of changing recipient information varies depending on the order stage:
| Order Stage | How to Change |
|---|---|
| Paid, order not yet formally accepted | ✅ You may change — click the “Change Info” button in your order |
| Goods ordered, waiting for tobacco company delivery | ✅ You may change — submit a request via “Contact Us” (no self-service option at this stage) |
| Order has started processing for shipment | ⚠️ Submit a request via “Contact Us” — EMS parcels may not be changeable in time |
| Order shipped (tracking number generated) | ❌ EMS: changes not available after shipment. SF Express: changes possible but may incur additional freight charges |
2. Replacing Items in an Order
- Paid, order not yet formally accepted: Same-price replacements are available. Click “Swap Item” in your order. You will need the product code (the number/letter code before the product name) of the new item. Only same-price swaps are supported — no swapping a no-fee bundle for a fee-required bundle, no topping up差价, and no forfeiting the price difference.
- Goods ordered, waiting for tobacco company delivery: If the item was marked “Pre-ordered” at the time of purchase, replacements are not available. If not marked “Pre-ordered”, same-price replacements are available once — submit a request via “Contact Us”.
- Order has started processing for shipment: ❌ Replacement requests are no longer accepted. At this stage, replacements would disrupt the fulfillment process and are highly likely to cause errors in your or other customers’ parcels. The labor cost of locating a specific order’s carton is too high.
- Order shipped (tracking number generated): ❌ Replacement is not possible.
3. Order Cancellation
Please place orders responsibly and avoid impulse purchases.
| Order Stage | How to Cancel | Refund Amount |
|---|---|---|
| Paid, order not yet formally accepted | ✅ Click “Request Refund” in your order — we process within 1 business day. “Refunded” status confirms completion. | 100% Full Refund |
| Goods ordered (marked “Pre-ordered”) | Submit via “Contact Us” | 80% Refund (20% cancellation fee) |
| Goods ordered (not marked “Pre-ordered”) — within 7×24 hours | Submit via “Contact Us” | 80% Refund (20% cancellation fee) |
| Order has started processing for shipment | ⚠️ Submit via “Contact Us” — subject to confirmation that the parcel has not yet been handed to logistics | 80% Refund (20% cancellation fee) |
| Order shipped (tracking number generated) | ❌ Cancellation not available — please order responsibly | — |
4. Out-of-Stock / Discontinued Items
In most cases, we only learn that a product has been suspended or permanently discontinued when a new order is placed. Once confirmed, we will notify affected customers with unshipped orders via email within 1 business day.
- Replace with another item of the same price
- Full refund (100%)
5. Return to Sender (RTS)
- RTS typically takes much longer than standard shipping (commonly 1-3 months), with significant loss of product freshness.
- After RTS is completed, re-shipping requires contacting customer service to pay the corresponding cost (final amount confirmed after RTS is complete — in most cases not exceeding 2× the original shipping fee). You may also arrange for someone else to collect from our store (advance notice required).
- Returned parcels are kept for you for 30 days without additional storage fees. After this period, they are considered abandoned and will be destroyed.
- There is a small chance that returned goods may be classified as imported goods by Japanese customs and be subject to high duties — in such cases, the RTS processing cost would exceed the value of the parcel, and we will consent to customs destruction.
6. Wrong Item Received / Missing Parcels
There is a very small chance that logistics attached the wrong label. Please contact us via the “Contact Us” function — we will coordinate with you and the correct recipient to exchange parcels and cover all additional costs.
There is a very small chance of a manual picking error. Please contact us via the “Contact Us” function.
Please compare with the dispatch photo provided in your order. If the dispatch photo also shows missing items, please contact us via “Contact Us”. If the dispatch photo shows the correct quantity, the shortage occurred after customs clearance in your local area — please contact your local logistics provider immediately.
International shipping takes time — it is normal for tracking records not to update for 2-3 days. If the entry port or your local customs is busy, processing may be delayed by several days. There have been extreme cases during year-end to Chinese New Year period where customs processing was delayed by approximately 30 days. The actual probability of a genuine parcel loss is less than 0.01%. We recommend patiently waiting for tracking updates. If you urgently need the item, purchasing via international shopping may not be suitable for you.
7. Contact Us
📞 Phone: +852-52421269 (Mon-Fri 10:00-18:00 HKT)
🏢 Company: INFINITA LIMITED (Incorporated in Hong Kong)