30-Day Shopping Guarantee
We offer an extended 30-day shopping guarantee.
Within 30 days of purchase, if a product has any manufacturing defects, we provide a one-for-one replacement service to ensure a worry-free shopping experience. We are committed to delivering the best online shopping experience.
Return Inquiries
How can I check the warranty period for a brand or product?
You can find the warranty period (calculated from the order date) on the product page.
For some brands and product categories, warranty claims are handled directly by the manufacturer, not by our store, including but not limited to HOT OCTOPUSS and customized products.
Please contact customer service for details.
What conditions must a product meet for returns or exchanges?
Products must have manufacturing defects, incorrect shipments, or consumables with a best-before date of less than 60 days.
* Excludes: [short-shelf-life] products.
If a customer selects the wrong item, the returned product must be brand new, unopened, and in its original packaging to meet resale standards. All shipping fees for returns or exchanges will be borne by the customer.
What situations do not qualify for return or exchange?
Non-qualifying situations include:
- Discounted items
- Color discrepancies
- Intimate apparel or consumables
- Items incorrectly selected by the customer
How is the 30-day period calculated?
The 30 days are calculated from the order confirmation date.
How do I apply for a return or exchange?
Within 30 days of purchase, contact customer service with your "order number," "contact phone number," "product name," "reason for issue, and photos" by emailing cs@lexy.com.hk to process your warranty claim.
Who covers the shipping fees for returns or exchanges?
If the product meets return requirements, we will cover the full shipping fees for returns and exchanges.
Can I apply for a return or exchange if the packaging or accessories are missing?
We recommend keeping the product packaging, item, accessories, and warranty card (if applicable) to protect your rights.
If items are missing, please contact customer service for assistance.
How long does the return or exchange process take?
Typically, returns or exchanges are processed within 3-5 working days after receipt.
How do I apply for a refund?
If an item is out of stock and cannot be shipped, we can arrange a refund using the original payment method, processed within 3 working days.
How can I check the progress of my return or exchange?
After a successful return application, we will update you on the latest progress via email.
Can customers in Macau or overseas apply for returns or exchanges?
Customers in Macau and overseas can apply for returns or exchanges.
Return or exchange fees may include but are not limited to shipping, customs duties, and declaration fees, which will be paid by the customer. All additional fees will be collected in full before reshipping.
Other Terms and Conditions
We reserve the right to inspect and reject items that do not meet the conditions.
Items returned by customers are at the customer’s risk, and we are not responsible for loss or damage.
Warranty terms are subject to the manufacturer’s latest published terms.
Please carefully read the terms of sale before ordering from Lexy’s official Hong Kong online store.
Product Warranty
We offer a one-for-one warranty service.
Within the product’s warranty period, if a product has manufacturing defects, we will provide a one-for-one replacement with a brand-new item to ensure a worry-free shopping experience. We are committed to providing the best after-sales service for your peace of mind.
Warranty Inquiries
When can I apply for a product warranty?
Issues arising after 30 days from purchase that meet manufacturing defect conditions and are within the product’s warranty period qualify for a warranty claim.
How is the product warranty period calculated?
It is calculated from the purchase date.
How do I apply for a warranty claim?
Contact customer service with your "order number," "contact phone number," "product name," "reason for issue, and photos" by emailing cs@lexy.com.hk to process your warranty claim.
Who covers the shipping fees for warranty claims?
All shipping fees will be paid by the customer.
How long does the warranty process take?
Typically, warranty claims are processed within 3-5 working days after receipt.
How can I check the progress of my warranty claim?
After a successful warranty application, we will update you on the latest progress via email.
Can customers outside Hong Kong apply for a warranty?
Customers outside Hong Kong can apply for a warranty.
Warranty-related fees may include but are not limited to shipping, customs duties, and declaration fees, which will be paid by the customer. All additional fees will be collected in full before reshipping.
Other Terms and Conditions
We reserve the right to inspect and reject items that do not meet the conditions.
Items returned by customers are at the customer’s risk, and we are not responsible for loss or damage.
Warranty terms are subject to the manufacturer’s latest published terms.
If return instructions are issued and the item is not returned within 14 days, it will be considered abandoned, and re-applications for the same product will not be accepted.
Please carefully read the terms of sale before ordering from Lexy’s official Hong Kong online store.
