Return & Exchange Policy

We strive to provide professional and qualified products to our customers. However, in the event that any product is damaged in transit, we will arrange to deliver the product again without additional shipping cost. We also offer a "Product Return Guarantee" (excluding "non-returnable products" stated below) for your shopping satisfaction.

Please check your products upon delivery. In case an exchange/return/refund request is applicable, you are recommended to refuse accepting the products at the time of delivery. Please also keep your order confirmation email for record.

Non-exchangeable/non-returnable products (Returns, refunds and the return & refund service are not applicable to the following conditions and products):
- Incomplete packaging (e.g. tapes or box for packaging being teared off)
- Opened or used products with damaged/incomplete packaging
- Complimentary gifts or samples
- Failure to show the receipt

We will examine and verify the returned products before processing the return or refund request. If the product condition does not match with our terms of returns & refunds, you will not receive an exchange, refund or refund on points. We will then return the products to you but you are required to bear the corresponing shipping and delivery charges.

Exchangeable/returnable products: If you receive products that do not match your order, or are damaged, defective or with quality issues, we are happy to provide the exchange or return service to you. Exchange/return requests can be submitted within 7 days after delivery. Requests submitted after will not be accepted. If the product for exchange is out of stock, you will get a refund according to your payment method.

Exchange/return procedures: Please provide pictures of the products and send it to marketing@prevengers.group along with the order number and product numbers. Please state "Return/Exchange Issue (Official Website)" in the subject line in order to speed up the process. Once the request is deemed qualified, you will receive a confirmation email with the return procedures clearly stated. You are then able to return your products. Please return a copy of such confirmation email and the products altogether. When the products are returned successfully, we will refund to your payment account within 30 working days.

Please note: If your order was placed with complimentary gifts or discounts, you must return them altogether. Your return request will not be accepted otherwise.

In case of any disputes, we reserve the right to make the final decision.