Widerrufsrecht

We appreciate your business and want you to be completely satisfied with your purchase. Our return policy covers damaged or missing products, subject to applicable consumer protection laws. EU consumers are also entitled to statutory withdrawal rights as set out in the section below.

ORDER CANCELLATIONS:

We are unable to guarantee order cancellations once processing has begun, including cancellations due to change of mind, as orders are processed and fulfilled promptly. Once an order is placed, the items are reserved specifically for you and are no longer available for other customers.

By placing an order, you agree to the terms described in this policy, subject to applicable consumer protection laws. In rare cases where a cancellation is approved, a 7% deduction will apply to cover non-refundable transaction fees charged by our payment processor. These fees are incurred at the time of purchase and cannot be recovered, even if the order is cancelled.

Important information:

• Customers are responsible for return shipping costs, which may be significant for international returns to Hong Kong.
• Refunds will be processed after returned goods are received and inspected. Where applicable under EU consumer protection law, refunds may also be processed once valid proof of return shipment with tracking confirms the return has been dispatched and is trackable.
• Refunds will include the product cost and standard outbound shipping fee (where applicable under EU consumer protection law).

RETURNS:
If you receive a damaged or missing product, please contact us within 24 hours of receipt of your order. We will ask for photographic evidence of the damaged or missing item, and we will work with you to find a resolution. This may include issuing a refund or sending a replacement product. You must wait for our confirmation before returning the item.

Please note that we do not accept returns outside of damaged/missing items or where required by applicable consumer protection laws, including but not limited to a change of mind or ordering the wrong product.

RETURN CONDITIONS:
To be eligible for a return, the item must be in new/original condition with all tags and original packaging intact. We reserve the right to reject any returns that do not meet these requirements. We recommend using a traceable shipping service when returning items and are not responsible for items that are damaged or lost during the return delivery. A photo of pre-packaged items will be taken before shipping as evidence to compare against customer photos.

SHIPPING FEES:
The customer is responsible for paying the shipping costs to return the product. If an exchange is requested, we will waive the shipping fee for the new order. If a refund is requested, the original shipping fee and taxes/duties of your order will not be refunded.

CUSTOM FEES:
Custom fees are the responsibility of the customers. Please make sure to pay the customs to avoid the return of your order. Shipping fees will not be refunded, and additional payment and handling fees will be charged. Please contact us immediately if you know that your order is being returned, and we will arrange to reship it with a second shipping fee.


EU CONSUMERS – RIGHT OF WITHDRAWAL

If you are a consumer residing in the European Union, you have the statutory right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, by submitting a withdrawal request via the EU Order Withdrawal Request Form.

If you exercise your right of withdrawal:

• Return Obligation: 
  • You must return the goods without undue delay and in any case no later than 14 days from the day you notify us of withdrawal.
  • Returns must be sent using a tracked shipping service.
    
    
• Return Shipping Costs: Customers are responsible for all return shipping costs.
  
  
• Refund Conditions: 
  • Refunds will be processed after the returned goods are received and inspected.
  • Where valid proof of return shipment with tracking is provided, we may process the refund once the return is confirmed as shipped and traceable.
    
    
• Inspection and Deductions:
  • Customers are responsible for any loss in value of goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
  • Any such diminished value may be deducted from the refund after inspection.
    
    
• Refund Amount:
  • Refunds include the price of the goods and the cost of standard outbound shipping (if applicable), in accordance with EU law.
  • Express or upgraded shipping costs are non-refundable.

We reserve the right to investigate incomplete, tampered, or empty returns with the carrier before processing refunds. We may request additional verification or carrier investigation for incomplete, tampered, or empty return cases.

DISPUTE RESOLUTION:

In the event of a dispute, MSClaw25 aims to resolve all return cases fairly and in accordance with applicable consumer protection laws.

Thank you for shopping with MSClaw25, and please feel free to contact us if you have any questions or concerns.