Refund and Returns Policy - HRT by BIGBOSS

Effective Date: 31/03/2025

Change the recipient’s information

Paid but the order has not been officially accepted: You can make changes, but the self-modification function is not available yet, and you currently need to submit a change request in the “Contact Consultation”.

Items in order are waiting for delivery by the tobacco company: can be changed, same as above.

The order has started to be processed: EMS packages will try their best to assist with changes, but if they have been sent to the logistics warehouse and will be printed soon, we cannot promise that the recipient information will be successfully changed.

The order has been shipped (logistics tracking number has been generated): The recipient information will not be changed after the EMS package is shipped, you may consult your local postal service to tell you to contact the sender to modify, but in fact we cannot modify it for you, and there is also a clear reminder in the address bar when you fill in the address. If the recipient’s information mobile phone number is wrong and you cannot receive the customs notification SMS, the package will be stuck at the customs, and you need to take the initiative to contact your local customs to inquire about how to pay taxes in such special cases.

Replace items in the order

(Note: Orders do not support adding, decreasing, merging, or splitting)

Paid but the order has not been officially accepted: products of the same price can be exchanged, apply for exchange by yourself in the order, replacement needs to find the product number of the new product in advance (the number/letter number before the product name), only supports the same price replacement (the price of the product before and after the replacement is the same), does not support the exchange of products without service fee for product combinations that require service fees, does not support making up the difference, nor does it support giving up the difference, it must be exactly the same price.

Ordered goods are waiting for delivery by the tobacco company:If the product is marked as “scheduled” when placing an order, replacement is not supported; If the product is not marked as “scheduled” when placing an order, the product of the same price can be exchanged once, and a change application must be submitted in the “Contact Consultation”.

The order has started to be shipped: In principle, we will no longer accept product exchange applications, and replacing at this stage will disrupt the delivery process, which can easily lead to errors in your and others’ packages, and the labor cost of searching for a carton corresponding to a certain order is too high.

Order shipped (tracking number generated): Cannot be exchanged.

Cancel order

Paid but the order has not been officially accepted: You can cancel (100% full refund), click the refund application button in the order, our store will accept it within 1 working day, and the “refunded” displayed in the order means that the store has refunded. However, please be cautious when placing orders and do not spend impulsively, because the collection platform has risk control measures, and the refund processing time will increase significantly as the number of refunds increases! After completing the refund, it usually reaches China UnionPay immediately (except for non-normal business hours), but it usually takes 1 or 2 working days (excluding weekends and holidays) for China UnionPay refund to the corresponding bank.

Ordered goods are waiting for delivery by the tobacco company: At this stage, there is no longer a refund application button in the order, and you need to submit a cancellation request in the “Contact Inquiry”.

If the product is marked as “pre-ordered” when placing the order, a 20% cancellation fee (i.e., an 80% refund) will be charged for canceling the order; If the product is not marked as “scheduled” when placing the order, the cancellation fee will be waived (100% full refund) if the order is canceled.

If you wait for the delivery of the tobacco company for less than 7×24 hours, a 20% cancellation fee will be charged for canceling the order (i.e. 80% refund); If you wait for the tobacco company to deliver for more than 7×24 hours, or if the store has confirmed that the tobacco company cannot supply normally in the near future, the cancellation fee will be waived if you cancel the order (100% full refund)

Orders have started to be shipped: In principle, cancellation can be done (waiting to confirm whether the package has been sent to the logistics warehouse), and a 20% cancellation fee will be charged for canceling the order (i.e., 80% refund). At this stage, there is no longer a refund application button in the order, and you need to submit a cancellation request in the “Contact Inquiry”. However, if the package has been sent to the logistics warehouse, it is recommended not to have high expectations because the logistics staff must agree to cooperate and spend time to find the corresponding package, and cannot promise to cancel the order in time.

The order has been shipped (logistics tracking number has been generated): Canceling orders is not supported, please be sure to place orders carefully and do not make impulsive purchases.

About out-of-stock/discontinued

After confirming the situation, the customer will be notified by email within 1 working day of the unshipped order involving the product, in this case, the customer can choose to replace it at the same price, or a full refund.

About returns

Cross-border shopping has a special feature, do not refuse to accept the package, the return will be charged by Japan Logistics for return-related fees, and the return needs to be handled by a special person in the store to handle the relevant procedures, so the comprehensive cost of return will be higher.

The return time will be much greater than that of normal shipping (commonly 1-3 months), and the freshness of the product will decrease greatly, so it cannot be used to resell to other customers, so it cannot be refunded.

After the return is completed, if you need to send it again, you need to contact customer service to pay the corresponding cost (the return needs to be completed to finalize the amount, but in most cases it will not exceed 2 times the shipping fee), or you can entrust others to pick it up at the store (you need to contact customer service in advance).

There is a small probability that the return of the item will be treated as an imported item by Japanese Customs and will be subject to high taxes and fees, in this case, the return processing cost will be greater than the value of the package itself, and the Japanese Customs will agree to destroy it.

Please be sure to place orders carefully, do not make impulsive purchases, and fully understand the relevant regulations of overseas shopping with your local customs in advance to avoid losses caused by returns.

About sending the wrong goods and losing items

The package has been received, but not my order: there is a very small probability that the logistics will put the wrong form on the package, please contact us in the “Contact Consultation” function on the site, we will coordinate you to exchange the package with the correct recipient and bear the additional costs incurred.

The package has been received, but some product varieties are wrong: there is a very small probability of manual distribution errors, please contact us in the “Contact Consultation” function on the site.

The package has been received, but the quantity of some items is insufficient: please compare with the shipping photos provided in the order, if the delivery photos are also missing, please contact us in the “Contact Consultation” function on the site; If the quantity in the shipping photo is correct, it means that the package has been stolen in your area after passing through customs, please contact your local logistics as soon as possible.

Package not received: International parcel delivery will take a long time, and it is normal for logistics records not to be updated for 2 or 3 days, especially if the port of entry and your local customs are busy with business, the processing may be delayed for several days. The probability of real package loss is less than 1 in 10,000, so it is recommended to wait patiently for the logistics record to be updated. If you are in a hurry to use it, it is not recommended to buy it through overseas shopping.