Refund policy
We strive to ensure you're satisfied with every purchase. If you are not completely happy with your order, we accept returns and exchanges in accordance with the following conditions:
Returns
We accept returns for both defective and non-defective products.
Return Method
Returns are accepted by post only.
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Return label cost: Covered by the customer
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Restocking fee: No cost — we do not charge restocking fees.
Accepted Product Condition
We only accept returns for new products that are:
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Unopened and unused
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In their original packaging
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With all original tags and accessories intact
Return Window
You may request a return within 30 days of receiving your item. Unfortunately, we cannot process return requests made after this period.
Holiday Extension
We currently do not offer a extended return window around holidays.
Exchanges
We also accept exchanges for eligible items under the same conditions listed above. If you received a defective or incorrect item and prefer an exchange instead of a refund, contact our support team to begin the process.
Currency That Applies to This Policy
All return values, fees, and refund amounts are calculated and processed in HKD (Hong Kong Dollar).
Refunds
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Processing Time: Refunds are processed within 7 days after the returned item has been received and inspected.
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Refunds are made to the original payment method only.
Items That Cannot Be Returned
We do not accept returns for:
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Used or opened items
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Items returned without original packaging
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Gift cards, clearance items, or final sale products (unless defective)
Damaged or Defective Items
If your item arrives damaged or defective, contact us within 48 hours of delivery with clear photos of the product and packaging. We’ll offer a replacement, refund, or exchange based on your preference.
Lost or Misdelivered Items
If you haven’t received your parcel within the expected delivery timeframe:
- Check your tracking status via Tracking Page
- Ask your neighbours, housemates, or building reception if they received it on your behalf
- If still unresolved, contact our customer service — we’ll initiate an investigation with the carrier and resolve it for you.
Return Instructions
- Contact us first to receive approval
- Use the return label provided in your original package
- Repack the item securely in its original box with all accessories
- Drop off at your nearest post location
- Wait for our confirmation once the item is received and inspected
- Get refunded through original payment method
Contact Us
If you have any questions about returns, exchanges, or refunds, please reach out to our support team at:
Company Name: Essence Elite LTD
Company Number: 77586875
Store Name: ByCalvaro
Email: info@bycalvaro.com
Phone: +852 6595 5932
Address: 111 Tung Chau Street, Tai Kok Tsui, Kowloon, Hong Kong
Service Hours: Monday to Friday 9:00 am – 6:00 pm (GMT+8)
We strive to respond within 24 hours.