Return & Refund Policy

 

Last Updated: 1 April 2026

Scope of This Policy

This Return & Refund Policy applies exclusively to purchases made through our official online store (www.lakanto.hk).

Products purchased from unauthorized sellers, resellers, personal shoppers, auction sites, third‑party platforms, or any channels not recognized by us are not covered by this policy and are not eligible for after‑sales service.

When You May Request a Return or Refund

If you encounter any of the following situations, we are happy to assist:

✔ Product damaged or defective upon delivery

(e.g., leakage, broken packaging, malfunction)

✔ Incorrect item or wrong quantity received

We will arrange replacement, collection, or refund after verification.

✔ Product expired upon delivery

(Subject to product type and shelf-life requirements)

Please contact our Customer Service Team within 7 business days of receiving the product so we can assist you promptly.

How to Contact Us

To help us speed up the process, please provide clear information and photos.

📧 Email: online@lakanto.hk
📱 WhatsApp: (+852) 9735 8233 (9:30-17:00 HKT, Monday -Friday, except Hong Kong public holidays)

Our team will review your submission and notify you of the assessment result and next steps via email.

To facilitate the review process, please provide the following information:

• Order number
• Phone number
• Clear photos of the affected product and outer packaging
• A brief description of the issue

Return Procedure

Once we received your request:

  1. Review & Verification
    We will verify whether your case meets the return conditions.
  2. Confirmation Email
    If approved, we will send a confirmation email outlining the next steps.
  3. Product Pickup
    After confirmation, we will arrange a courier to collect the affected item(s) from your address.


Refund Method

  • Refunds will be processed back to the original payment method.
  • Full invoice refunds are normally processed within 7-21 working days. However, in rare cases involving partial refunds, this timeline may be extended depending on the processing time of the payment service provider and the customer's bank.
     

Important Notes

To ensure smooth processing, please take note of the following:

  • Returns requested due to personal taste, preference, or other subjective reasons.
  • Requests submitted more than 7 business days after delivery.
  • Issues resulting from incorrect delivery information provided by the customer or unsuccessful delivery attempts.
  • Returned items must remain in original condition, including all packaging, labels, and materials.
  • Each order is eligible for one return request only.
  • Unless the issue is due to product quality or shipping error, returns and refunds will not be accepted.
  • If the delivered product does not match your order, we reserve the right to collect any incorrectly delivered items before issuing a refund.
  • This policy does not apply to purchases from unauthorized or third-party sellers.


Final Decision Rights

In the event of any disputes, LAKANTO reserves the right of final decision.
We will always aim to support our customers as much as possible, and we appreciate your understanding.