Refunds & Returns Policy

This page explains our refund and return arrangements.

1. Our policy

Our products are food and health products; once sold, they cannot normally be returned or refunded.

2. Damaged, expired or wrong items

If a product arrives damaged, expired, or does not match your order, email support@ginseng.hk within 7 days of delivery with your order number and photos. Once verified, we will replace the item or refund what you paid for it, and the shipping is on us.

3. Cancelling before dispatch

If you change your mind before your order is dispatched, email us as soon as possible and we will cancel it with a full refund. Once dispatched, the policy above applies.

4. Subscriptions

Subscriptions (automatic delivery every 30 days) can be cancelled or paused in your account at any time. Cancelling affects future deliveries only; orders already dispatched are not affected.

5. How refunds are paid

Refunds always go back to the original payment method, normally within 5–10 working days of approval; bank posting times vary.

6. Your statutory rights

This policy does not affect your statutory rights under Hong Kong law, including the Sale of Goods Ordinance, in respect of faulty goods.

If you have any questions, email support@ginseng.hk — we are happy to help.