At Esaiv, we want you to be fully satisfied with your purchase. Please take a moment to read our return & exchange policy to ensure a smooth experience.

Return / Exchange General Provisions

● Domestic Orders (Within Hong Kong):

· Returns are accepted within 14 days of delivery.

· Exchanges can be requested within 14 days from the delivery date.

· All items must be unwashed, unaltered, and in the same condition as received with original tags and packaging intact.

· The customer will be responsible for all return shipping fees (Not a defective or faulty product).

● International Orders (Excluding Hong Kong):

· International orders are not eligible for exchanges.

· Returns must be requested within 14 days from the delivery date (based on tracking details).

· The customer will be responsible for all return shipping and customs fees (Not a defective or faulty product).

Processing Limitations

· Only one return or exchange per order is permitted.

· After the request cut-off time, returns or exchanges will not be processed.

Eligibility Criteria

· Items must be unused, unworn, and in original packaging.

· Original tags must still be attached.

If the item does not meet these criteria, it will not be accepted for return or exchange.

How to Return or Exchange

· Contact us at [email protected] with your order number and the reason for your return or exchange request.

· Include an opening video of the product (for quicker processing).

· Once confirmed by our team, we will provide instructions for the next steps.

Faulty or Incorrect Items

· If your item is faulty or incorrect upon arrival, please contact us within 7 days of receipt (including weekends).

· You must provide a video of the product opening and a description of the issue.

If the fault is determined to be from wear and tear, accidental damage, or misuse, the item will not be eligible for return or exchange.

Refunds

· Refunds will be processed to the original payment method.

· Refund processing times may vary based on your payment method and bank.

In case of exchanges, if the new item costs more than the original, the customer must pay the difference. If the exchange is for a lower-priced item, no refund will be given.

If you have any questions or need further assistance, feel free to contact our customer care team at [email protected].