🛡️ Official Policy

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

⚠️ Important Notice: After an EMS parcel has been handed to the logistics warehouse and the shipping label is about to be printed, we cannot guarantee that recipient information will be updated in time. Please double-check your address and phone number before placing your order — the address field includes a clear reminder. If your phone number is incorrect, the parcel may be held at customs as you will not receive the customs notification SMS. Please proactively contact your local customs authority to handle such situations.

2. Replacing Items in an Order

📌 Note: Orders do not support adding, removing, merging, or splitting items.

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	—

⚠️ Refund Processing Time: Our third-party payment processor in Japan has risk management controls in place — increased refund frequency will significantly extend processing time. After the refund is completed in Japan, it typically reaches China UnionPay immediately (except during non-business hours). UnionPay transfer to your bank usually takes 1-2 business days. Banks generally guarantee cross-border refunds within 7 days. Please be patient. If you have not received the funds, please contact your bank.

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.

Your options in this situation:

Replace with another item of the same price
Full refund (100%)

5. Return to Sender (RTS)

🚫 Do not refuse delivery! International shipping has unique characteristics. Returning a parcel incurs separate return logistics charges from the Japanese carrier, plus administrative costs for in-store staff. The total cost of an RTS is therefore high. Returned items also experience significant freshness degradation and cannot be resold — no refunds are available for RTS parcels.

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.

⚠️ Recommendation: Please place orders responsibly. Fully understand your local customs regulations for overseas purchases in advance to avoid losses from RTS.

6. Wrong Item Received / Missing Parcels

📦 Received a parcel that is not mine:

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.

📦 Received a parcel but some item types are incorrect:

There is a very small chance of a manual picking error. Please contact us via the “Contact Us” function.

📦 Received a parcel but some items are missing:

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.

📦 Parcel not received:

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

📧 Email: cs.hrt.bbhall@gmail.com
📞 Phone: +852-52421269 (Mon-Fri 10:00-18:00 HKT)
🏢 Company: INFINITA LIMITED (Incorporated in Hong Kong)

⚠️ Disclaimer: This policy is for reference only and does not constitute legal advice. Please consult a qualified legal professional if needed.