Returns and Refunds

1. Overview of the Return Policy

We want every customer to be satisfied with their purchase. If you have any concerns regarding the items you received, or if you believe the items do not match your order, please contact our customer service team via email.

All requests for returns, exchanges, or refunds are subject to review. We will process such requests based on the condition of the items, order details, this policy, and applicable laws. Nothing in this policy affects your statutory rights as a consumer, which cannot be excluded by law.

2. Eligibility for Returns or Refunds

Subject to applicable laws, you may submit a request for a return or refund in the following circumstances:

• Quality Issues: The item received has a manufacturing defect, a functional malfunction, or other issues not caused by the user.

• Shipping Damage: The item was damaged, severely scratched, or otherwise harmed during transit.

• Incorrect Item: The item received does not match the details confirmed in your order.

• Missing Items: Items or accessories from your order were not included or are missing.

• Other Special Circumstances: Issues arising from order processing or delivery errors may be reviewed by our customer service team on a case-by-case basis.

To facilitate verification, please contact us as soon as you discover an issue and provide your order number, a description of the problem, and relevant photos or videos. For defective, damaged, or incorrect items, please retain the product, its original packaging, and any accompanying accessories; do not discard any materials that may assist in the verification process.

3. Requirements for Returned Items

To ensure your return request is processed smoothly, please adhere to the following requirements:

• The item and its accessories should, as much as possible, remain in the same condition as when they were received.

• Please retain the original packaging, labels, instruction manuals, and any other items included with the product (if applicable).

• Do not attempt to disassemble, repair, or otherwise alter the problematic item before the return review process is complete.

• For requests requiring proof of quality issues or shipping damage, please provide clear, authentic photos or videos.

• Returned items must correspond to the original order and comply with the return instructions provided by our customer service team. If a product is damaged due to improper use, accidental damage, unauthorized modification, or other issues unrelated to the product's inherent quality, your request may not be approved. The specific resolution will be determined based on the condition of the product and applicable laws.

4. Return Request Process

To avoid delays in the return process, please follow the steps below:

Step 1: Contact Customer Service

Please send an email to brief@mnemoic.com, including your order number, the product name, the reason for the return, and your preferred resolution.

Step 2: Submit Supporting Documentation

In cases of damage, defects, incorrect items, or missing items, please provide clear photographs of the product and its outer packaging, along with any other information that may help verify the issue. We may request additional information depending on the circumstances.

Step 3: Await Review

Our customer service team will review your request based on the order information and supporting documentation provided. We may contact you for further clarification regarding the condition of the product. You will be notified via email regarding the approval status of your request and the subsequent resolution.

Step 4: Receive Return and Shipping Instructions

Once your return request is approved, we will provide you with the necessary packaging and shipping instructions via email. Please do not return any items before receiving confirmation, and do not send items to any address that has not been verified by our customer service team.

Step 5: Return the Product and Retain Proof of Shipment

Please return the product according to the instructions provided by our customer service team, and be sure to keep your tracking number and proof of shipment. If necessary, please share the tracking information with our customer service team so we can monitor the progress of your return.

Step 6: Product Inspection and Request Processing

Upon receiving the returned item, we will inspect it based on the reason for the return and its actual condition. Once verified, we will proceed with a refund, exchange, or other appropriate resolution in accordance with the outcome of the review.

5. Return Address

Return Address:RM 517, NEW CITY CENTRE, 2 LEI YUE MUN ROAD, KWUN TONG HONG KONG

Please note: Do not send items directly to the original shipping address found on your order unless explicitly authorized by our customer service team for this specific return.

Returning items without prior authorization may result in processing delays or an inability to properly identify your return. If you need to change the return address or modify shipping arrangements, please contact our customer service team before dispatching the return.

6. Refund Policy

Once your return request has been reviewed and confirmed to meet the eligibility criteria for a refund, we will process the refund accordingly.

• Refund Method: In principle, refunds will be issued to the original payment method used for the purchase. If this is not possible, we will coordinate with you to determine an appropriate alternative.

• Refund Amount: The amount will be determined based on your order payment records, the condition of the item(s), the reason for the return, and applicable laws.

• Processing Time: Refunds will be initiated following the completion of the review process. The actual time it takes for funds to appear in your account may depend on the processing speeds of your bank, credit card issuer, payment service provider, or other financial institutions.

• Refund Notification: Once a refund has been processed, we may send you a notification via email.

• Partial Refunds: If only some items in an order qualify for a refund, the refund amount will apply only to those confirmed eligible items or relevant charges.

If a refund does not appear in your account, please first check the original payment account and transaction records. If the funds have not arrived after a reasonable processing period, please contact your bank or payment service provider. You may also reach out to us at brief@mnemoic.com for further assistance.

7. Handling Damaged, Defective, or Incorrectly Shipped Items

If the items you receive are damaged during transit, contain quality defects, or do not match your order confirmation, please contact us as soon as possible and provide the following information:

• Order number and date of purchase;

• Name of the item(s) and a description of the issue;

• Photos or videos showing the item(s), the packaging, and any damage incurred during transit;

• Any other information that may help us verify the issue.

Once verified, we will provide an appropriate solution—such as a refund, exchange, replacement, or another reasonable resolution—based on the specific circumstances and applicable laws. Please retain the item(s) and their packaging until you have received further instructions from our customer service team, as they may be required for subsequent verification.

8. Exchanges and Replacements

If an item you receive has quality issues, was damaged during transit, or was shipped incorrectly, you may request an exchange or replacement when contacting our customer service team. Exchanges or replacements are subject to product availability, order status, the outcome of issue verification, and applicable law. If the original item is temporarily out of stock or cannot be replaced, we may consult with you regarding a refund or other appropriate resolution.

Please do not purchase a replacement item on your own and expect us to cover the cost without prior confirmation from our customer service team.

9. Return Shipping Costs and Related Expenses

Responsibility for return shipping costs and other related expenses will be determined based on the reason for the return, the outcome of our review, the terms of the order, and applicable law.

In cases verified as involving product quality issues, damage during transit, or the shipment of an incorrect item, we will inform you of the applicable return arrangements and how costs will be handled, in accordance with the specific circumstances and relevant laws.

For return requests initiated for personal reasons, the eligibility for a return and the party responsible for return shipping costs will be determined based on applicable law, the terms of the order, and the resolution agreed upon with our customer service team. Please confirm these arrangements before returning any items to avoid unnecessary costs.

10. Situations Not Eligible for Return

To the extent permitted by applicable law, the following situations may not be eligible for processing under our standard return procedure:

• The product has been damaged due to improper use, accidents, or external factors;

• The product has been disassembled, modified, or repaired without authorization;

• The returned item does not match the original order, or essential accessories are missing without a reasonable explanation;

• The return request information is incomplete, and the necessary verification documentation has not been provided despite reasonable notice;

• The product does not meet the criteria for return and does not fall under categories where returns, refunds, or exchanges are legally required.

Such cases will be evaluated based on the specific facts and applicable law. This policy does not exclude any remedies or consumer rights that are mandated by law.

11. Order Cancellation and Refunds

If you wish to cancel an order, please contact us as soon as possible at brief@mnemoic.com and provide your order number.

Whether an order can be cancelled depends on its current processing and shipping status. Orders that have not yet been processed or dispatched may be eligible for cancellation; orders that have already been dispatched or have reached a stage where they can no longer be revoked may need to be handled according to our standard return process.

If an order cancellation is approved, the refund will be processed using the original payment method and in accordance with the relevant payment procedures. The actual processing time depends on the procedures of the payment service provider or financial institution.

12. Delivery Issues and Non-Receipt of Items

If an order has not arrived after an extended period, if there are irregularities in the tracking information, or if an order is marked as "delivered" but you have not received it, please first check the tracking details and verify the shipping address and delivery status.

If the issue remains unresolved, please contact us at brief@mnemoic.com, providing your order number and the relevant tracking information. We will assist in investigating the delivery status based on the available information and provide a resolution in accordance with applicable laws and operational capabilities.

13. Age Restrictions

Customers purchasing products from this website must be at least 21 years of age, or meet any higher age requirement stipulated by the laws of their jurisdiction.

We do not sell products to individuals who have not reached the applicable legal age. For orders requiring age verification, we may request the necessary documentation. If an order cannot be fulfilled due to age requirements or legal restrictions, we will handle the matter in compliance with applicable laws and the specific circumstances of the order.

14. Contact Us

If you have any questions regarding return policies, refund status, return addresses, exchange arrangements, or order cancellations, please contact us via the following:

Customer Service Email: brief@mnemoic.com

When reaching out, please include your order number, the product name, and a description of the issue so that we may address your request accurately and efficiently.