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Warranty & Returns

What's your warranty policy for orders placed with the Creative Store?

Our warranty policy commences from the order date and most products have a limited warranty period of 12 months. Please refer to the information provided in the product packaging for the exact warranty period applicable for your specific product.

For more technical support or troubleshooting information, visit our Creative Worldwide Support site.

  • For purchases placed on the Creative Store, we require the order number and the email address that was used to place the order in for us to retrieve your order details.
  • For products that were purchased offline, a proof of purchase (invoice, receipt or equivalent) must be presented to our Technical Support Advisors for verification of warranty coverage.
What's your return policy for orders placed with the Creative Store?

We're committed to providing customers with products and services of the highest quality.

Orders placed with the Creative Store are not eligible for returns pertaining to a change of mind. If you find that there's a problem with your order (wrong or missing products), please contact us within 30 days of your order for a replacement.

Cancellation or returning of orders that have been processed or shipped may be approved on a case by case basis, based on our sole discretion. Authorised returns will incur a charge of HKD $120 (or 5% of the order total, whichever that is higher).

We are also unable to provide refunds for products purchased from our retailers. Please contact them directly to enquire on your refund options.

Kindly note that all returns will have to be made under courier services such as SF-Express, DHL, FedEx or UPS. Returns are not under the coverage of HK Postal service.

How do I return my defective product to you?

All return requests will require a Return Merchandise Authorization (RMA) number prior to returning the product. Returning a product without an RMA number may result in us not being able to identify your returned products, or may result in a longer processing lead time.

Please follow the following steps to initiate your return process and obtain an RMA number:

  • Returning a defective product:
    • Sign into your account and lodge a request to contact our advisors. The technical team will get in touch with you to run through troubleshooting steps to verify that your item is defective. After which, you will be able to select the option of a product replacement.
    • If you don't have an account with us, please contact us for assistance. We will require your order number, the email address used for the order.

After contacting us, our Customer Service Team will guide you through the return process. While returning your product, please also take note of the following:

  • Customers are responsible for shipping the products back to our returns warehouse. Kindly note that all returns will have to be made under courier services such as SF-Express, DHL, FedEx, or UPS. Hongkong Post does not deliver to the return address under their delivery coverage area, and should not be used.
  • We are not liable for products damaged during transit. Please wrap the product with adequate packaging to prevent this from happening.
  • The RMA number must be clearly marked on the outside of the package.
  • Proof of postage is not necessarily proof of delivery. We strongly recommend that you send your package through recorded delivery, registered post or courier, and maintain sufficient insurance to cover the value of the goods.
  • Please note that the postage fees for the returns of non-defective products are not refundable.
  • Please ensure that your returned item is shipped within 30 days of requesting for a return.
Have you received my returned items?

You can check the return progress by raising an enquiry with us. We will require your RMA number and email address in order to look up your RMA status.

Can I get a refund for my return postage?

You can request for a return postage refund for returns that are due to product defects.

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