Return & Refund Policy

Return & Refund Policy (Aware Flow HK)

This Return & Refund Policy applies to all dapo and related flow arts products purchased from the official online store of Aware Flow HK.

If certain products or services (e.g. workshops / events) have their own specific terms, those terms will prevail in case of any inconsistency.

If you have any questions, feel free to reach out:
Email: Info@awareflow.hk
Instagram: @awareflow.hk

1. When you can request a return / refund

We want every piece we send out to support your flow. If there is an issue with your order, you may request a return or refund in the following situations:

  • The product arrives with obvious damage or serious defect.
  • The product you receive does not match your order (style, color or quantity).
  • The product is seriously damaged during shipping and you can provide clear unboxing photos or videos as proof.

We currently do not accept returns or refunds in these situations:

  • Purely personal preference such as “don’t really like the color / pattern” or “doesn’t feel as expected in hand”.
  • Size or weight feels different from what you imagined (if you are unsure before ordering, you are very welcome to DM us to double‑check).

2. Request period

  • Please contact us within 7 days from the date you receive the parcel, via email or Instagram DM.
  • The delivery date is based on the courier tracking record or signed receipt.

3. Condition of returned items

To keep every dapo in its best possible condition, returned items must meet all of the following requirements:

  • Unused, with no visible stains, scratches or signs of damage or misuse.
  • In original packaging with all accessories (including product bag/box, tags, manuals, and any gifts).
  • Any free gifts included in the order must also be returned.

If the items do not meet the above conditions after inspection, we may:

  • Decline the return request; or
  • Offer a partial refund instead (we will explain the reason clearly before proceeding).

4. How to return & shipping costs

  1. Within 7 days, please contact us with:
    • Your order number
    • Photos / videos showing the issue
    • A brief description of the problem

    Contact via:
    Email: Info@awareflow.hk
    Instagram DM: @awareflow.hk

  2. Once your request is approved, we will send you the return address and simple packing tips.
  3. Shipping cost:
    • Hong Kong local orders:
      If the return is due to product defects or a wrong item we sent, we may cover all or part of the return shipping cost, and will confirm the arrangement with you in advance.
      For other special cases where we agree to accept a return, the return shipping cost is usually borne by the customer.
    • International orders:
      Unless the item is seriously defective or incorrect, all return shipping costs, customs duties and handling charges are borne by the customer.
      For parcels returned due to customs issues, local delivery failure or incorrect / incomplete address, we are unable to provide free reshipment.
  4. Please use a trackable shipping method and keep your shipment receipt. If the return parcel is lost or damaged during transit, we are unfortunately unable to take responsibility.

If a return causes your original order to fall below any free‑shipping threshold, we may deduct the original shipping fee from your refund.

5. Refund method & processing time

  • Refunds will be made to the original payment method only (e.g. credit card, PayPal). We cannot issue cash refunds or transfer to another account.
  • After we receive and inspect the returned items, we usually process the refund within around 7–14 business days. The time it takes to appear in your account depends on your bank or payment provider.
  • For partial returns within the same order, the refund amount will be based on the selling price of the returned items only. Any discount codes or coupons used will be apportioned accordingly.

6. Exchanges (if stock is available)

If you love the idea of the dapo but the specific piece has an issue, we’re happy to explore an exchange:

  • As long as your item meets the return conditions, you can request to exchange it for the same model or another color, subject to stock availability.
  • If the item you want is sold out, we will proceed with a refund instead.

7. Non‑returnable / non‑refundable situations

Unless required by law, we cannot accept returns or refunds in the following cases:

  • Items that have clearly been used, washed, modified or damaged.
  • Requests based purely on subjective reasons (for example “doesn’t feel as smooth as I imagined” or “pattern looks slightly different from what I expected”).
  • Sale / clearance items or products clearly marked as “no return / no exchange”.
  • Products not purchased through Aware Flow HK official website or official channels.

8. Final decision

We always try to handle every case in a fair and open way, but at the same time:

  • Aware Flow HK reserves the right of final decision on all return and refund requests, including whether to accept a request and any adjustment to the refund amount.
  • This policy may be updated from time to time without prior notice. The latest version will always be available on our website.

If you’re not sure whether your situation fits the policy or you just want to talk it through, you can always DM us — we’ll do our best to find a solution that works for both sides.