Return Policy

Returns & Refund Policy

1. Order Cancellation

Orders may be cancelled if the request is submitted before the order has entered the preparation or shipping stage. If a cancellation request is approved before processing begins, the payment will be fully refunded to the original payment method. Once an order has been dispatched, cancellation is no longer possible.

2. Return Requests

Customers may submit a request to return an item within 14 days of receiving the product. To qualify for a return, the following conditions must be met:

  • The product must remain unused.

  • The item must be in the same condition as when it was delivered.

  • The product must be returned in its original packaging.

3. Proof of Purchase

A valid purchase record is required to process your request. Acceptable documentation includes:

  • Order confirmation email

  • Payment receipt

  • Order number or transaction reference

4. Return Authorization

Items should not be returned without prior authorization from our support team. Once your request is reviewed, we will provide detailed instructions and the correct return address. To request authorization, please contact us at hello@theislandoffer.com.

5. Return Shipping Responsibility

  • Customer-Requested Returns: If a return is requested for personal reasons (e.g., ordering the wrong item or a change of mind), the customer is responsible for the return shipping costs.

  • Damaged or Incorrect Products: If the product received is damaged, defective, or incorrect, we will cover the return shipping costs at no charge to the customer.

6. Fee Policy

No restocking fees will be charged. Shipping fees, where applicable, are applied only once and will not be duplicated during the return or refund process.

7. Refund Review and Processing

After receiving and inspecting the returned item, we will notify you of the approval or rejection of your refund.

  • Processing Time: Approved refunds are typically processed within 5–7 business days.

  • Refund Method: Credits will be issued to the original payment method. Please note that financial institutions may require additional time to post the transaction to your account.

8. Delayed or Missing Refunds

If you haven’t received a refund yet, please first re-check your bank account, then contact your credit card provider and your bank, as processing times vary. If you have followed these steps and still have not received your refund, please reach out to our support team.

Contact Information

For questions regarding returns, refunds, or related policies, please contact us through the following channels:

  • Email: hello@theislandoffer.com

  • WhatsApp / Phone: +852 9345 6789

  • Registered Address: Room 501, 5/F, Shun Tak Centre, 168 Connaught Road Central, Sheung Wan, Hong Kong