DELIVERY SERVICE

  1. Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum
  2. Our delivery time starts from the moment an order is accepted and includes a 24-hour period where your items will be processed and dispatched by our warehouse. Please note this can take longer during our sale periods and holiday seasons
  3. We work closely with our shipping partner to minimize the potential impact of custom delays on our international customers
  4. Normal delivery should take 5 to 10days depending on countries and locations
  5. A normal delivery is free of charge, unless stated otherwise on the item(s) you are purchasing, with a minimal spending of HKD150 or equivalent to your country currencny per checkout. Express delivery will be charged and added, shown on your invoice should you require such service.
  6. To our regret, we do not provide special arrangement or handling
  7. Once your order has left us, you will receive an email containing an air waybill number to track its progress online.

 

REFUND AND REPLACEMENT

Unfortunately, our products are sanitary goods and are non-returnable. Please do not send your purchase back to the manufacturer. However, should your purchase be defective or damaged caused by delivery process within 30 days from the date of purchase, please contact us at cs@rkmask.com. We’ll arrange replacements or refunds on a case by case basis.

To complete such process, we require:

  • A receipt or proof of purchase.
  • Photographs of the package with the delivery bill and the condition of the purchase in the package

Upon receipt of your request and the required documents, we will send you an email to notify you of the approval or rejection of your replacement or refund.

Replacement

If you are approved for replacement, we will resend the purchase to the same address as on the original order within 7 days. Actual receiving day will subject to the courier to your location.

Refund

If you are approved for refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Duration of such process is subject to the institute that provides your payment service.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at cs@respokare.com.

 

CUSTOMER SERVICE

Our operation hours are 0900 to 1700 GMT8, Monday to Friday. Please contact us at cs@rkmask.com for inquiry. Your requests will normally be handled within 24hours.