Refund policy

1. Return and Exchange Policy

Eligibility Period: You may apply for a return or exchange for items purchased at the Mizuno Hong Kong Online Store within 7 days from the date of receipt, subject to the following terms.

  • Product Condition and Packaging: Returned items must be in perfect, brand-new, unused, and unwashed condition, free of any graffiti, stains, or scratches.
  • Completeness: All original packaging (such as original plastic bags, shoe boxes, tags, labels, accessories, manuals, etc.) and the order receipt must be returned in full, ensuring the product is in a condition suitable for resale.
  • Restrictions:
    • This service applies only to full-priced items. Returns or exchanges are not accepted for any discounted, promotional, or sale items.
    • Due to the exclusive nature and limited availability of our collaborations and special editions, all sales are final. We are unable to offer refunds or exchanges.
    • Due to hygiene reasons, athletic supports, underwear, leggings, socks, and towels are non-returnable and non-exchangeable.
    • Each order is limited to one return or exchange application.
    • Exchange Priority: We primarily offer exchange services. Eligible items (Full-priced items) can only be exchanged for a different size of the same style and color. If all sizes of the original style are out of stock, customers may apply to exchange for a style within the same series or of equal value.
  • Refund Exceptions: Refund applications will only be processed if an item is completely out of stock (including all sizes and equivalent styles in the same series), making an exchange impossible. Refunds will not be accepted if a customer rejects an exchange solution provided by the company due to personal reasons (e.g., disliking the color or unmet expectations).

 

 

2. Shipping Fee Arrangements
  • Return Shipping: The cost of shipping items back to the company for a return or exchange application is to be borne by the customer.
  • Exchange Shipping: Mizuno Hong Kong Store will cover the shipping costs for sending out the replacement item after an exchange.
  • Refund of Shipping Fees: Original shipping fees and return shipping costs are non-refundable unless the product is proven to be defective or was delivered incorrectly.

 

3. Return and Exchange Process
Step 1: Submit Online Application
  • Please scan the QR code on your receipt or click the link provided to submit a return/exchange application via our online system.
  • We will review the application within 2–4 working days and notify you of the result via email.
  • Note: Once you receive the confirmation email, please return the item within 7 days.
Step 2: Return the Item
  • Shipping Method: Customers must arrange to return the item to our designated address using SF Express.
  • Payment: Shipping fees must be prepaid. Our company does not accept "Freight Collect" (COD) packages; any such packages will be rejected, and the associated costs and risks will be borne by the customer.
  • Tracking: Please keep a copy of the waybill for tracking purposes. The company is not responsible for packages lost during transit.
Step 3: Review and Refund
  • Upon receiving the item, we will conduct a quality inspection. The processing time takes approximately 7–14 working days.
  • Refund Amount: Refunds will be issued to the original credit card used for payment. The refund amount is calculated based only on the actual purchase price of the product and excludes original shipping fees or any costs incurred during the return process.

 

 

4. Defective Product Handling and Criteria

If you find a defective item or a delivery error, you must contact our customer service team within 7 days of receipt, providing photos and descriptions of the product. All defect determinations are subject to inspection and confirmation by Mizuno Hong Kong Online.

  • Defective Exchanges: Once a defect is confirmed, the company will bear the associated return and exchange shipping costs.
  • Non-Defective Scope: The following are considered general returns/exchanges rather than defects; therefore, shipping costs must be borne by the customer:
    • Color Differences: Visual chromatic aberration caused by lighting, environment, or monitor differences.
    • Personal Preference: Applications based on personal perception, subjective likes/dislikes, or changes in purchase intent.
    • Man-made Damage: Damage caused by improper washing, failure to follow care labels, or misuse.
    • Sizing Issues: Returns/exchanges due to improper fit. Customer service advice is for reference only; the final purchase decision (size selection) remains the customer's responsibility.

 

 

5. Non-Acceptance of Returns and Exchanges

Mizuno Hong Kong will not accept or process applications under the following circumstances. If items have already been sent back, they will be returned as-is at the customer's expense:

  • Timeline and Process:
    • Applications made more than 7 days after the date of receipt.
    • Items returned without an online application or before receiving an acceptance email from the company.
    • Failure to provide a valid order receipt or order number.
  • Product Condition:
    • Items that have been used, washed, processed, or modified (e.g., altered, dyed, embroidered).
    • Items that are defaced, soiled, scratched, or have odors.
    • Items with cut, damaged, or missing tags and labels.
    • Items that do not meet "resaleable" standards.
  • Category and Sales Channels:
    • Items not purchased via the Mizuno Hong Kong Online Store (e.g., physical stores, department store counters, or other vendors).
    • Specific items purchased during sales/promotions, clearance items, or items clearly marked "non-returnable".
    • Hygiene-related products (athletic supports, sports bras, leggings, socks, or towels).
  • Logistics:
    • Items returned via "Freight Collect" (unpaid shipping).

In case of any dispute, Mizuno Hong Kong reserves the right of final decision.