Return & Exchange Policy
1. Exchange Conditions & Application Period
Exchanges are accepted only for items that are damaged, suffer from severe manufacturing defects (e.g., severe scratches, skipping, or failure to read/play properly), or where an incorrect item was dispatched by our store.
7-Day Exchange Window: Buyers must inspect the product within 7 days from the date of receipt (based on the SF Express delivery confirmation record or the date of in-store pickup). If you encounter any of the issues above, please submit an exchange request within this 7-day period via email at winwinonlineshophk@gmail.com or WhatsApp (+852 9448 6673) with the following details:
Order number and contact person's name;
Clear photos or video clips demonstrating the damage, incorrect item, or playback defect.
Any requests submitted beyond this 7-day period will not be accepted.
2. Non-Returnable & Non-Exchangeable Situations (Exclusions)Due to the easily replicable nature and packaging integrity requirements of records (CDs/vinyl) and music merchandise, returns, exchanges, or refunds are not accepted under the following conditions:
Any opened (unsealed shrink-wrap/protective seal removed) brand-new CDs, vinyl records, cassette tapes, or audiovisual products (unless verified by our store to possess severe factory defects that render them unplayable upon opening);
Subjective personal reasons, including but not limited to purchasing the wrong version, duplicate purchases, disliking the music content, or playback issues caused by improper tracking force or cartridge setup on personal turntables;
Inherent physical characteristics from vinyl pressing processes (e.g., color distribution differences on colored/splatter vinyl compared to official mockups, minor surface noise, or negligible warps that do not affect playback);
Minor creases, bent corners, or superficial shelf wear on outer jackets, sleeves, or shrink-wrap resulting from international transit or local delivery, provided the inner media remains intact and undamaged;
Sale items, clearance items, or products marked as "Non-Returnable/Non-Exchangeable" on the product page.
3. Return Requirements, Shipping Costs & Exchange Procedure
Packaging Integrity: Items approved for exchange must retain their original, complete packaging and be returned together with all included accessories, lyric booklets, obi strips, promotional gifts, posters, and outer boxes. Failure to include these may result in rejection of the exchange request.
Return Methods & Shipping Costs: Once eligibility for exchange is confirmed by our store via email, the buyer may choose one of the following methods to return the item:
In-Store Return by Appointment: Buyers can schedule an appointment in advance via email (winwinonlineshophk@gmail.com) or WhatsApp (+852 9448 6673) to process the return and exchange directly at the Win Win Shop retail store; or
Return by Mail/Courier: Buyers may send the item back to our designated address via SF Express or a local courier. The return shipping cost must be borne by the buyer (we do not accept any freight-collect / cash-on-delivery parcels).
Exchange Fulfillment & Out-of-Stock Handling: Upon receiving and verifying the returned item, we will issue a replacement of the same product in good condition. If the item is sold out and cannot be restocked (especially limited-edition vinyl or imported special editions), we will coordinate with the buyer to offer an exchange for an item of equivalent value or arrange a refund for that specific product.
