Thank you for shopping with HSBox, operated by HS Commerce Sdn Bhd.
Due to the nature of our products — including pre-owned luxury items, collectibles, and alcoholic beverages — all sales are handled with strict verification and quality checks.

Please read the refund policy carefully before making a purchase.

1. All Sales Are Final

We do not accept returns, refunds, or exchanges for:

  • Change of mind

  • Buyer’s mistake

  • Incorrect size/fit for fashion items

  • Personal preference

  • Minor wear consistent with pre-owned items

Once an order is confirmed and payment is completed, it cannot be cancelled or refunded.

2. Eligible Refund Situations

We only offer refunds in the following situations:

2.1 Wrong Item Received

If you received an item different from your order.

2.2 Item Not As Described

If the product contains significant discrepancies compared to our description/photos
(e.g., major undisclosed damage).

2.3 Damaged During Delivery

Only applicable if:

  • The product is severely damaged upon arrival

  • You provide unboxing video evidence (mandatory)

Courier delays or packaging dents without internal damage are not eligible.

3. Verification Requirements

To process a refund request, customers must provide:

  • Unedited unboxing videos showing the parcel from unopened to opened

  • Clear photos of the item

  • Order number and receipt

  • Description of the issue

Requests without proper proof will not be accepted.

4. Refund Request Timeline

You must submit your claim within 48 hours of receiving the item.
Claims submitted after 48 hours cannot be processed.

5. Assessment & Approval

Once we receive your evidence:

  • Our team will review it within 3–7 working days

  • If approved, refunds will be processed via your original payment method

  • Refund processing time may vary depending on your bank or platform

6. Non-Refundable Items

The following are strictly non-refundable:

  • Pre-owned luxury items with normal wear

  • Alcoholic beverages (opened or unopened) unless wrong item or severe damage

  • Items purchased during promotions or clearance

  • Personalized or custom gift items

7. Order Cancellation

We reserve the right to cancel orders due to:

  • Payment verification issues

  • Fraudulent or suspicious activity

  • Out-of-stock products

  • Violation of store policies

Customers will be notified if a cancellation occurs, and eligible refunds will be issued.

8. Contact Us

For refund inquiries, please contact us:

HS Commerce Sdn Bhd
Customer Support: [ericfaye880056@gmail.com]
Business Hours: Monday–Saturday