Refund policy
Return and Refund Policy
Last Updated : 27 April 2026
At Yuen Tung Sugar Factory Ship Brand (遠東糖廠帆船牌), we are committed to delivering high‑quality sugar products and excellent service. This policy explains how we handle returns and refunds for orders shipped to different destinations.
1. Eligibility for Returns
We accept returns for both defective/damaged items and non‑defective items (change‑of‑mind), provided that:
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You submit a return request within 30 days of delivery.
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Non‑defective items are unused, unopened, and in their original packaging.
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For defective or incorrect items, clear photos of the issue are supplied.
2. Return Method & Costs
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All return‑shipping costs are borne by the customer. We recommend a trackable service; we are not liable for parcels lost in transit.
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If we shipped the wrong product or a verified defective item, we will reimburse reasonable return postage after inspection.
3. Refund or Replacement
After inspection and approval, you may choose one of the following (subject to stock availability):
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Full refund to your original payment method, or
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Replacement of the same product, or
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Store credit for future purchases.
Refunds or replacements are processed within 5 business days after approval.
4. Non‑Refundable Situations
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Return request filed after the 30‑day window.
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Products opened or used (unless defective).
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Items damaged through improper storage after delivery.
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Goods purchased from unauthorized resellers.
5. Delivery Issues
If your parcel is lost or delayed by the courier, we will assist you in filing a claim, but liability transfers to the courier once the package is handed over.
6. Legal Compliance
This policy complies with Hong Kong’s Trade Descriptions Ordinance (Cap. 362) and Consumer Goods Safety Ordinance (Cap. 456). We reserve the right to amend this policy at any time; the latest version on our website prevails.
B. B. International Orders (Including Canada and United States)
Due to food safety regulations and the perishable nature of our products, all sales of Yuen Tung Sugar products to international customers are final once shipped. We do not accept returns for change of mind, partial use, or storage issues after delivery.
Damaged or defective items: If your order arrives damaged, contaminated, or with a manufacturing defect, contact us within 7 days of delivery at info@yuentungsugar.com with your order number, clear photos of the damaged item and the outer packaging, and a brief description of the issue. We will, at our discretion, refund or replace the affected items. No physical return is required. Refunds are processed within 5 business days of approval.
Wrong item shipped: If we shipped the wrong product, contact us within 7 days of delivery using the same process. We will refund or send the correct item.
Lost parcels: If your parcel does not arrive within 14 days of the expected delivery date, contact us. We will work with the carrier (such as Chit Chats and its partners) to investigate and resolve. Where the carrier confirms loss, we will refund or replace at our discretion.
Contact Us
Email: info@yuentungsugar.com
Phone: +852 2653 3284
Address: Units 11‑12, 2/F, Block A, Shatin Industrial Centre, 5‑7 Yuen Shun Circuit, Shatin, New Territories, Hong Kong
Thank you for choosing Ship Brand sugars. We appreciate your support!