acc+

Returns & Refunds Policy

If you have a concern about an item received or would like to request a return, exchange or refund, contact ACC+ customer service first so we can check the order and product condition. Do not send anything back before the arrangements are confirmed.

1. Wrong, damaged or missing items

If an item does not match your order, is visibly damaged in transit or is missing, contact customer service as soon as possible and keep the item, original packaging and shipping label.

Please prepare the following for checking:

  • Your order number.
  • The names and quantities of the affected products.
  • A description of the issue, such as the difference from your order, the damaged area or the missing item.
  • Clear photos of the product, packaging, shipping label and affected area.

2. Return and exchange eligibility

Eligibility is assessed case by case based on the reason for the request, product condition, packaging integrity, hygiene and safety considerations, and applicable law. Tell customer service whether the item has been opened or used and whether its original packaging is intact.

Confirm with customer service whether a return, exchange or refund is available for your case. Submitting a request does not mean it has been approved.

3. Request and follow-up steps

  1. Contact customer service: Provide your order number, a description of the issue and relevant photos.
  2. Check the details: Provide any relevant product or order information requested for the case.
  3. Confirm the arrangement: Check whether a return is required, the applicable refund or exchange arrangement, and the next step.
  4. Follow the confirmed instructions: Arrange a return only after confirmation. Keep the correspondence and dispatch records for follow-up.

4. Return address and shipping costs

All returns require prior confirmation from customer service. Before sending an item, confirm the return address, shipping method, packaging requirements and shipping-cost arrangements. Do not send products directly to the office address listed on the website.

5. Refund or exchange progress

If your case involves a refund or exchange, ask customer service to confirm the proposed resolution, the products and amounts involved, whether a return is needed, the relevant method and the expected timing. Use the existing conversation and include your order number when following up.

6. Consumer rights and contact details

Nothing on this page limits consumers' rights under applicable law.

Use the contact form, email info@accplus.com.hk, or WhatsApp +852 5544 1314. Current combined information is also available on Delivery & Returns.