Under these terms, all products purchased from Hornington Online Store are non-returnable and non-exchangeable. The only exception is when the item is defective or damaged upon arrival (non-human caused), in which case a one-time replacement (same model only) may be arranged for the affected order.
How to Apply for Return / Replacement if the Item is Damaged Upon Receipt
If you discover the item is damaged, please follow these steps within 7 calendar days from the delivery date (based on courier record):
1. Take clear photos of the product, its original packaging, labels, and the Hornington warranty sticker.
2. Log in to https://shop.hornington.com/orders, locate the relevant order, and submit:
- The photos listed above
- A clear statement requesting replacement and the reason for the claim
3. Our customer service team will review the submission. Once we confirm the damage is non-human caused, we will approve the replacement and issue a Return Authorisation Number (RA number) via email.
4. Within 7 calendar days from receipt, arrange to return the item at your own cost to:
Hornington Computers Customer Service Centre
Room 712, 7/F, Century Industrial Centre, 44–46 Hung To Road, Kwun Tong, Kowloon, Hong Kong
- Retain all original packaging, accessories, receipt, and gifts.
- Clearly mark the RA number on the outside of the parcel.
- Use adequate protective packaging to prevent further damage during transit.
Important: If the item is not received by Hornington within the 7-day period, we reserve the right to cancel the return/replacement request.
All shipping costs associated with the return or replacement are to be borne by the customer.
Thank you for your understanding and cooperation.
Can I cancel an order if I ordered the wrong product?
Once payment is confirmed, orders cannot be cancelled or refunded unless the item is out of stock. In case of a refund, a 10% administrative fee will be deducted from the refunded amount.
What should I note before returning an item?
Please retain and return all original packaging, including the product box, tags, labels, certificates, warranty card, user manual, gifts, and all accessories, in perfect, undamaged condition. All tags and labels must remain intact; any removal, damage, or creasing will void the return.
The item must be returned to Hornington Computers Customer Service Centre within 7 calendar days of receipt. If the returned item is not received within 7 days, we reserve the right to cancel the return/replacement request.
Which items are non-returnable / non-refundable?
- Limited-quantity, pre-order, or items explicitly marked as “non-returnable”
- Items that have been opened, used, or damaged due to customer handling
- Returns requested for personal reasons, including shipping delays, change of mind, or incorrect purchase selection
How will the refund be processed?
- For online credit card payments: The refund will be credited back to the original credit card used. Processing time varies by bank, and relevant bank fees may apply.
- For payments made via FPS (Faster Payment System):
- E-cheque: Issued within 3 working days and sent to your registered email. Valid for 6 months from issuance; no re-issuance after expiry.
- Bank transfer: Processed within 5 working days to your designated HKD account.
Thank you for your understanding and cooperation.
Open-Box Product Refund Policy
Can I get a refund for an open-box product purchased online?
Open-box items are eligible for a full refund only in case of quality defects, within 7 calendar days from the date of delivery/collection (based on courier/self-pickup record). The full payment process must be completed before a refund can be processed.
For detailed Open-Box refund terms, please refer to:
Refund Account Details Required
Account Holder Name (in English):
Bank Account Number:
Bank Name:
Bank Code:
Branch Code:
Please note that refunds will only be issued to local Hong Kong bank accounts, and the account holder’s name must match the billing contact name on the order exactly.
Any coupons used during the purchase will not be re-issued. Delivery fees paid by the customer will not be refunded in case of a return for personal reasons.
Refund Method Options
Customers may choose one of the following refund methods:
- E-cheque – Issued within 3 working days and sent to your registered email. Valid for 6 months from the issuance date; no re-issuance after expiry.
- Bank transfer – Processed within 5 working days to your designated HKD account.
Order Modifications After Confirmation
Can I change the colour, capacity, or delivery address after an order is confirmed?
For paid orders, please contact our Customer Service team to check if modifications are still possible.
What should I do if I receive the wrong item?
Please contact our Customer Service team immediately for assistance.
Failed Delivery
If delivery fails because the customer is unavailable during the scheduled time and the item is returned to us, we will not arrange re-delivery. The customer must collect the item in person from our Customer Service Centre.
Warranty Information
1. Products Distributed by Hornington
All products distributed by Hornington carry a Hornington warranty sticker on the packaging, indicating the warranty period or expiry date. Customers only need to present the original purchase invoice and warranty sticker to enjoy the relevant warranty service – no registration is required.
Unless otherwise specified, warranty service for items purchased from Hornington Online Store is provided on a carry-in basis. Customers must bring the product to:
Hornington Computers Customer Service Centre
Room 712, 7/F, Century Industrial Centre, 44–46 Hung To Road, Kwun Tong, Kowloon, Hong Kong
2. Non-Hornington Distributed Products
Please refer to the warranty details here:
Last updated: 10 July 2025
