1. Local Transaction Product Return and Exchange Policy

All products purchased from Tiny.com.hk website and Tiny specialty stores come with a 14-day return and exchange guarantee for quality issues (excluding overseas orders). Customers must retain the original receipt, complete product (including all accessories), and complete packaging. Each order is eligible for one refund/exchange service only. Returns or exchanges due to other reasons, including: purchase errors, duplicate purchases, dislike of the product, selection in other stores, failure to notice product description, etc., will not be accepted.

1.1. How to Apply for Return or Exchange for Products Purchased on Tiny.com.hk with Quality Issues?

Customers must contact the customer service department within 14 days from the date of receipt to apply for return or exchange, and retain the complete product and complete packaging. Please provide the following information to expedite the application process:

• Provide product photos (please circle the problem area)
• Order Number:
• Product Number + Quantity:
• Exchange TINY Store:

Customer service personnel will determine if the product meets the return or exchange criteria before arranging for return or exchange.

Whatsapp: +852 5633 2221
Email: cs@tiny.com.hk
Office Hours: Monday to Friday 0930 - 1830 (excluding public holidays)

1.2. How to Apply for Return or Exchange for Products Purchased at Tiny Specialty Stores with Quality Issues?

If a product purchased at a TINY store has quality issues, bring the receipt, product, and complete packaging to the store within 14 days from the date of receipt/purchase, and allow the staff to inspect and arrange an exchange. If the product is out of stock, consider bringing the receipt to the store within 14 days from the date of purchase to process a refund.

It is advisable to call the store to check stock availability first.

As we only provide one exchange service, it is recommended to check the exchanged product before leaving the store. If you cannot accept the quality of the exchanged product, please request a refund immediately at the store.

Please note that no individual item refunds are available for sets. If a refund is required, return all products in the set along with any gifts (if applicable).

1.3. How to Apply for a Refund if Unsatisfied with the Quality of the Exchange Product from Tiny.com.hk?

For each exchange, we only offer one replacement of the same product. If you are not satisfied with the quality of the exchanged product, please return the product at the exchange store and notify us during office hours to arrange a refund (excluding gifts). The refund will be processed to the payment account within two to four weeks.

Note: No individual item refunds are available for sets. If a refund is required, the entire set along with any gifts (if applicable) must be returned.

Whatsapp: +852 5633 2221
Email: cs@tiny.com.hk
Office Hours: Monday to Friday 0930 - 1830 (excluding public holidays)

2. Tracking Period for Orders Shipped via SF Express

We strongly advise customers to inspect the goods immediately upon receipt.

If the SF Express packaging is found to be severely dented or damaged at the time of receipt, and this causes damage to the contents, please contact customer service within 24 hours of receipt and provide clear photos showing the damaged area, the condition of the contents, and the shipping label. We will contact SF Express to process a claim as soon as possible. Please do not dispose of the SF Express packaging and shipping label until the issue is resolved.

3. Overseas Transaction Product Return and Exchange Policy

All overseas orders purchased from the TINY website have different return and exchange applications, and the actual situation needs to be confirmed by customer service representatives. Any return orders that have not been confirmed by customer service will not be eligible for a refund.

If there is a quality issue with the product, we will only provide a refund and will not offer an exchange service. Customers must return the complete product along with the original packaging to the designated address (please use local postal services to return the product). We will arrange the refund after receiving the returned product.

3.1. Transportation Risks for Overseas Transactions

Due to customs policies in different countries, your goods may be opened for inspection by customs. We cannot provide compensation or exchange for any items lost, seized, or damaged during customs inspection.

If the goods are lost, damaged, or broken during transportation, the company will not be responsible and will not offer a return or exchange.

4. How Long Does It Take to Process a Refund?

Upon confirmation of the refund application, the amount will be refunded to the payment account within two to four weeks.

Applicable to Local Customers:

• Alipay & WeChat Pay: 90-day free refund period
• Credit Card: 1-year free refund period

If the refund period has exceeded the above timeframe, please refer to the following methods:

• Bank Transfer: Free of charge for Bank of China and HSBC
• Other Bank Transfers: HKD5 handling fee per transaction (charged by the bank)

*In some cases, handling fees may be waived. Please inquire with customer service.

Applicable to Overseas Customers:

• Alipay & WeChat Pay: 90-day free refund period
• Credit Card: 1-year free refund period

If the refund period has exceeded the above timeframe, please refer to the following methods:

• Wise: HKD5 handling fee per transaction (charged by the bank);
• Wise Fees (charged by Wise, please refer to: https://wise.com/)

*Bank handling fees may be waived. Please inquire with customer service.

*Relevant refund periods will be calculated based on the date of processing by the accounting department.

5. Product Defects

The company reserves the final decision on the need for returns or exchanges. There may be minor differences or production traces in products of the same batch during production or manufacturing. These traces usually do not affect the product's function and quality. If there are minor defects or differences in coloring or printing, and are deemed acceptable or within normal range by our staff, we regret that we cannot process return or exchange requests.

6. Pre-Order Refund

If the product has not been shipped by the originally scheduled release date, you have the right to request a refund. To process the refund, you must present the receipt from Tiny store (online customers need to provide the order number); otherwise, the refund cannot be processed.

7. Disclaimer

In case of any discrepancies or inconsistencies between the Chinese and English versions, the Chinese version shall prevail.