HK Return, Refund & Shipping

Platinum Health Supply — Hong Kong Shipping, Returns & Refunds Policy

1. Shipping

1.1 We ship to Hong Kong using DHL Express, via DHL Commerce.

1.2 Shipping costs are calculated at checkout based on your order. We do not offer a free shipping threshold for international orders, and a handling fee applies in addition to the calculated shipping cost.

1.3 Estimated transit times are calculated at checkout and are provided as an estimate only. Actual delivery times may vary due to customs processing, local delivery conditions, or other factors outside our control.

2. Customs duties and import taxes

2.1 Hong Kong does not impose general import duty, VAT or GST on most goods, including wound care products. You should not expect to be billed separately by customs or our courier on delivery.

3. Returns

3.1 Due to the cost and complexity of international returns, we do not accept returns for change of mind, incorrect selection, or orders no longer required.

3.2 Please choose carefully before placing your order. If you are unsure which product is right for you, contact our team before ordering.

3.3 This section does not affect your rights in relation to damaged, defective or incorrectly shipped items. See section 4.

4. Damaged, defective or incorrect items

4.1 If your order arrives damaged, defective, or if we have shipped you the wrong item, please contact us at customercare@phsgroup.com.au within 1 day of delivery, with photos of the item and its packaging.

4.2 Where we confirm the item is damaged, defective, or incorrect, we will ship you a replacement at no additional cost. You do not need to return the original item to us, unless we ask you to for a specific reason, such as investigating a quality issue.

4.3 If a replacement is not available, for example if the product is out of stock, we will offer you a refund of the product cost.

5. Order cancellations

5.1 If you wish to cancel your order, please contact us as soon as possible at customercare@phsgroup.com.au. If your order has not yet been dispatched, we will cancel it and refund you in full.

5.2 If your order has already been dispatched, we are unable to cancel it. Section 3 applies once your order has shipped.