Refund policy

At Partstock, we want you to have a seamless shopping experience from start to finish. We completely understand that sometimes a product may not be exactly what you expected, or issues can arise during transit. That is why we have designed a fair, transparent, and hassle-free Return & Refund Policy to assist you every step of the way.

If you are not entirely satisfied with your purchase, please review our guidelines below, and we will do our absolute best to make things right.

1. Our 14-Day Return Window

We offer a 14-day return policy. This means you have exactly 14 days from the date you receive your package to request a return or exchange.

To ensure a smooth return process and to be eligible for a full refund, the returned items must meet the following criteria:

  • The product must be completely unused, unaltered, and in its brand-new original condition.
  • The item must be free of any signs of wear, stains, dust, or odors.
  • For returns due to a change of mind, the product must remain unopened in its original factory packaging with all accessories intact. (Note: This unopened requirement does NOT apply to damaged, defective, or incorrect products).
  • You must provide a valid receipt, invoice, or proof of purchase.

We highly recommend carefully keeping the original shipping box and product packaging for at least 14 days after delivery, just in case you need to make a return.

2. How to Start Your Return Process

We like to keep things simple. To initiate a return, please follow these easy steps:

  1. Send us an email: Contact our dedicated support team at service@partstock.shop. Please include your Order Number, the reason for the return, and attach clear photos or a short video showing the item and its packaging.
  2. Review and Approval: Our customer service team will review your request within 1 to 2 business days. Once approved, we will send you detailed return instructions, the return address, and a return shipping label (if applicable).
  3. Ship the item back: Package the item securely and ship it back to us using the exact instructions provided.

Our Official Return Address:

Unit C, 9/F Winning House, No. 72-76 Wing Lok Street, Sheung Wan, Hong Kong

Important Reminder: Please do not send any products back to us without reaching out to our support team first. We cannot accept or process returns that are sent back without prior authorization.

3. Shipping Fees & Restocking Policy

We believe in honest pricing, which is why we do not have any hidden fees.

  • Returns due to our mistake (Defective, Damaged, or Incorrect Items): If we made a mistake (e.g., shipped the wrong item, or the product arrived damaged/defective), we take full responsibility. We will gladly accept the return, issue a full refund, and fully reimburse you for the return shipping costs (via a trackable shipping method).
  • Returns due to personal reasons (Change of mind, ordered wrong item/size, or no longer needed): If you decide you simply do not want the product anymore, you are welcome to return it. In this case, you will be responsible for paying the return shipping costs.
  • No Restocking Fees: We believe returns should not cost you extra. We do NOT charge any restocking or administrative fees for any returns.
  • Tracking is Required: When mailing a return back to us, you must use a trackable courier service. Since we cannot control transit, we cannot be held responsible for return packages that are lost or damaged on their way back to our warehouse.

4. How to Cancel an Order

We process orders as quickly as possible to get them to you on time. If you change your mind, here is how cancellations work:

  • Cancellation before dispatch: If your order has not been shipped yet, you can cancel it free of charge. Simply email us at service@partstock.shop immediately, and we will issue a full refund.
  • Cancellation after dispatch: Once your package is in transit, we cannot cancel or stop the delivery. If you still do not want the product, please wait for it to arrive, accept the delivery, and then follow our standard return process.

5. Product Exchanges

If you received a defective or damaged product and want to exchange it for the exact same item, we are here to help:

  • Before Shipment: If you need to swap an item for another product of the same price before dispatch, just email us, and we will update your order for free. For different priced items, we will help you pay the difference or issue a partial refund.
  • After Receipt: The quickest and most efficient way to get your desired item is to return the original product using our standard return process. Once your return is received and accepted, you can easily place a brand-new, separate order for the replacement item.

6. Refunds: What to Expect & Timelines

We know you want your money back quickly, and we work hard to process refunds as fast as possible.

  • Inspection: Once your returned package arrives at our facility, our team will inspect the item(s) within 3 to 5 business days to confirm they meet our return guidelines. We will then email you to let you know if your refund has been approved or rejected.
  • Processing: If approved, your refund will be processed and sent directly back to your original payment method within 10 business days.
  • Bank Processing Times: Please keep in mind that banks and credit card providers often take some time to process and post refunds.
  • Still Waiting? If you have not received your refund within 15 business days after our approval email, please double-check your bank statement first, then reach out to your credit card company or bank. If you still need assistance, please contact us at service@partstock.shop, and we will investigate it for you immediately.

7. Contact Us

We are always here to listen and help. If you have any questions, concerns, or feedback regarding our Return & Refund Policy, please do not hesitate to contact our friendly support team:

Partstock

Email Support: service@partstock.shop

Phone Support: +852 3110 3290

Physical Address: Unit C, 9/F Winning House, No. 72-76 Wing Lok Street, Sheung Wan, Hong Kong

Customer Support Hours: Monday - Friday, 9:00 A.M. to 6:00 P.M. (Hong Kong Time - HKT)