Shipping & Returns
Import Duties & Taxes
Any import duties, taxes or brokerage fees due at the time of delivery are the sole responsibility of the receiving customer. Packing slips for International Shipments cannot be marked as a “gift” or with altered prices.
Ambi Labs ships Monday through Friday excluding Hong Kong public holidays. The shipping cut-off time is 3pm HKT (UTC+8). Orders placed after 3pm HKT will be processed the next business day. All shipping dates are pending payment verification. Please allow 2-3 business days for your order to process before it is shipped.
When “Standard Post” method is selected, orders will be shipped by local post. For International Orders, typical transit time will be 3-5 weeks.
When “Courier” method is selected, orders will be shipped by a carrier of our choice. The typical transit time will be 3-5 business days. “Courier” shipping is not available to PO boxes.
Tracking Your Package
Once your order has been processed for shipment, you will receive an email notification at the email you have provided in your order. You will receive the tracking number and the tracking link, as well as status updates as your package, is in transit, out for delivery, or if it has experienced a delivery exception.
If “Standard Post” method is selected, please check the delivery status with your local post office and/or your local post office’s website tracking for delivery status once your package has arrived your local country.
You may return items purchased online within seven calendar days of receiving them. All returned items must be unused, in their original condition, and returned within the undamaged branded box. To complete your return, we require that you give written notice by email of the item(s) you propose to return together with the email of the original purchase invoice(s) sent by Ambi Labs Limited (“Ambi”).
Please contact our Customer Care team at email@example.com to confirm your returns request before returning the item to our designated address. Our Customer Care team will by email or over the telephone confirm your returns request with a Returns Reference Number. Failure to include a Returns Reference Number may result in a processing delay.
For online purchases, you must request for a Returns Reference Number by contacting our Customer Care team at firstname.lastname@example.org within seven calendar days of receiving your items. Return requests made outside the seven-day period will only be accepted at the discretion of Ambi. If the returns request is approved, and the returned item is confirmed received by our Customer Care team, refunds will be made through the original payment medium used online (e.g. Paypal) or to the original credit card used online (if available).
There are certain situations where only partial refunds are granted. Please see below:
- The item returned is not in its original condition, is damaged or has missing parts for reasons not due to our error.
- The item is returned more than 7 days after delivery.
If the returned item is no longer in stock, our Customer Care team will contact you to arrange a refund. Unfortunately, initial shipping, tax and duties’ costs cannot be refunded. Our Customer Care team may suggest a similar or complementary alternative.
Return of Faulty or Damaged Items
All items undergo comprehensive quality control and are checked for faults and damage before they are sent to customers. Should you receive an item that is faulty or damaged, please contact us immediately by emailing our Customer Care team at email@example.com.
We may where possible, offer to repair the item. If this is not possible, we will issue a replacement or refund. We will not charge you for shipping, tax and duties’ costs when delivering the replacement item. Please see the Product Warranty booklet in the product branded box to learn more about our Product Warranty Policy.
In the event that a material product defect is found, one that compromises the safety or significantly impairs the performance of the product, we will follow product recall procedures, in the aim to identify all potentially affected parties in a timely manner. The procedures of returning affected items in a recall is different to that of faulty or damaged items, hence it is critical that you follow our procedures that we will be communicating to you directly by email and/or telephone, should we identify your devices as affected.
In our communication to affected users, we will be providing details on:
- The material defect found
- The potential risks to the continued use of the affected item as-is
- The known type and degree of damage caused by use of affected item
- Extent of recall
- Repairable by firmware update
- Repairable by replaceable component
- Full product recall
- How to repair/return your affected item
- Contacts for any inquiry of product recall
Refunds (if applicable)
Once the returned item is received and inspected by Ambi, we will send you an email to notify you that we have received your returned item. We will also notify you of our approval or rejection of your refund.
If approved, your refund – excluding initial shipping costs, tax and duties, will be credited to the original payment medium used to make the purchase. Please note that the time required to receive the refund depends on the individual payment gateway or card issuer’s refund processing time. If we receive a returned item that we cannot accept as it is not in its original condition, is damaged or have missing parts for reasons not due to our error, we will provide the option to re-ship it to you (at your cost).
Late or missing refunds (if applicable)
Please allow at least one month after our receipt of the returned item for the refund to be processed.
If you have not received a refund after the specified period, please take the following steps in order:
- Double check your bank account or credit card;
- Contact your credit card company, it may take some time before your refund is officially posted;
- Contact your bank. There is often some processing time before a refund is posted.
- If you have done all of the above and still have not received your refund, please contact us our Customer Care team at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
To return your product, you should mail your product to:
Returns – Customer Care Team
1903 Loon Kee Building,
267-275 Des Voeux Road Central,
Sheung Wan, HK 00000000
You will be responsible for paying for your own shipping costs for returning your item. Initial Shipping costs paid on the returned item are non-refundable. If we decide to grant you a refund, the initial shipping cost of the returned item will be deducted from your refund.
Depending on where you live, the time it may take for the replacement product to reach you may vary.
You should consider using a trackable shipping service or purchasing shipping insurance when returning the item(s). We do not guarantee that we will receive your returned item(s) and we reserve the right to reject your return/refund request should we not receive the item(s).