Return & Refund Policy

We want every piece we send to support your flow. If something is not right with your order, please get in touch so we can review the issue and help you with the next steps.

This policy applies to all dapo and related flow arts products purchased from the official Aware Flow HK online store. Products or services with separate terms, such as workshops or events, are subject to those terms. If there is any inconsistency, the specific terms will take precedence.

1. When you can request a return or refund

You may request a return or refund if:

• Your product arrives with visible damage or a significant manufacturing defect.
• Your order is incorrect, including the wrong style, colour or quantity.
• Your product is seriously damaged during shipping, and you can provide clear unboxing photos or videos showing the damage.

We do not accept returns or refunds for a change of mind or personal preferences, including:

• A colour or pattern that you do not personally like.
• A product that feels different in your hands from what you expected.
• A size or weight that differs from what you imagined, where the product matches its listed description.

If you are unsure about a product’s size, weight or feel, you are welcome to contact us before ordering. We’ll be happy to help you choose.

2. When to contact us

• Please contact us by email or Instagram DM within 7 days of receiving your parcel.
• The delivery date is determined by the courier’s tracking record or signed delivery receipt.

3. Condition of returned items

Apart from the damage, defect or issue reported in your request, returned items must meet the following conditions:

• They must be unused, with no additional stains, scratches or signs of damage or misuse.
• They must be returned in their original packaging, together with all supplied accessories, including any product bag or box, tags and manuals.
• If the item you wish to return came with any free gifts, those gifts must also be returned together with the item.

If the returned items do not meet these conditions after inspection, we may decline the return or offer a partial refund. We will explain the reason and any proposed adjustment before proceeding.

4. How to return an item and shipping costs

Starting your request

1. Contact us within 7 days of receiving your parcel and include:
   • Your order number.
   • Clear photos or videos showing the issue.
   • A brief description of the problem.
2. Send your request to info@awareflow.hk or message @awareflow.hk on Instagram.
3. Once your request is approved, we will provide the return address and packing instructions. Please wait for our approval before sending your item back.

Hong Kong orders

• If the return is due to a product defect or an incorrect item sent by us, we may cover all or part of the return shipping cost. We will confirm the arrangement with you in advance.
• For other exceptional returns that we agree to accept, return shipping costs are normally the customer’s responsibility.

International orders

• Unless the item is seriously defective or incorrect, return shipping costs, customs duties and handling fees are the customer’s responsibility.
• For seriously defective or incorrect items, please contact us before arranging return shipping so we can confirm the applicable cost arrangements.
• We cannot provide free reshipment for parcels returned because of customs issues, unsuccessful local delivery, or an incorrect or incomplete delivery address.

Return shipping and original shipping fees

Please use a trackable shipping service and keep your shipping receipt. We cannot take responsibility for return parcels lost or damaged in transit.

If a return reduces the value of your original order below the applicable free-shipping threshold, we may deduct the original shipping fee from your refund.

5. Refund method and processing time

• Refunds are issued only to the original payment method, such as the credit card or PayPal account used at checkout. We cannot issue cash refunds or transfer refunds to another account.
• After receiving and inspecting the returned items, we usually process approved refunds within 7–14 business days. Your bank or payment provider may require additional time for the refund to appear in your account.
• For partial returns, the refund is based on the amount paid for the returned items. Any order-level discounts or coupons will be allocated proportionately.

6. Exchanges

If there is an issue with your item and you would prefer an exchange, we’re happy to explore the available options.

• Items that meet the return conditions may be exchanged for the same model or another colour, subject to stock availability.
• If your preferred replacement is unavailable, we will proceed with a refund instead.

7. Items and requests we cannot accept

Unless required by applicable law, we cannot accept returns or refunds for:

• Items that have been used, washed, modified or damaged after delivery, beyond the issue originally reported.
• Requests based solely on personal preference, such as the product not feeling as smooth as expected or the pattern looking different from what you imagined, where the item matches its listed description.
• Sale or clearance items, or products specifically marked as “no returns” or “no exchanges”.
• Products purchased outside Aware Flow HK’s official website or official sales channels.

8. How we review requests and update this policy

We review each request carefully and aim to handle every case fairly and transparently. Aware Flow HK determines whether a request qualifies under this policy and whether any adjustment to the refund amount applies, subject to applicable law.

We may update this policy from time to time without prior notice. The latest version will always be available on our website. Any updates will apply only to orders placed after the updated policy takes effect and will not affect existing orders. Your order will remain subject to the policy in effect when it was placed.

Not sure whether your situation is covered? Please get in touch. We’ll listen, review the details and do our best to find a fair solution.