Refund policy

Return & Refund Policy

Last Updated: May 1, 2026

At Say Way Limited (mysayway.com), we take great pride in the quality of our food, pet, skincare, and lifestyle products. Due to the sensitive nature of our inventory, we have established the following policy to ensure hygiene, safety, and transparency for our customers in Hong Kong and the United Kingdom.

1. Return Eligibility by Category

To maintain strict health and safety standards, return eligibility varies by product type:

  • Food (Human & Pet): Final Sale. Due to food safety regulations, these items cannot be returned or exchanged once they leave our warehouse, except in cases of damage or incorrect shipment.
  • Skincare & Personal Care: Hygiene Restricted. Returns are only accepted if the product is unopened, with the original factory seal intact. Once the seal is broken, the item is non-returnable.
  • Lifestyle Products: Returns are accepted within the specified regional windows (see Section 2), provided the item is in its original packaging and unused condition.

2. Regional Return Windows

Hong Kong Orders

  • Reporting Period: You must report any issues (damaged or incorrect items) within 2 business days of receipt.
  • Change of Mind: We do not generally accept "change of mind" returns for food or skincare. For lifestyle items, approval is at our discretion and subject to a restocking fee.

United Kingdom (UK) Orders

  • Reporting Period: Please report damages or shipping errors within 48 hours of delivery.
  • Statutory Rights: In accordance with UK Consumer Contracts Regulations, you have 14 days to return Lifestyle products.
  • Exemptions: Perishable goods (food) and sealed hygiene goods (skincare) are exempt from the 14-day right to cancel if they have been unsealed.

3. Non-Returnable Items

We cannot accept returns or provide refunds for:

  • Opened or used products (especially food and skincare).
  • Pet preference issues (e.g., your pet does not like the taste or texture).
  • Clearance or "Short-Dated" items clearly marked at the time of purchase.
  • Items damaged by the customer through improper storage or use.
  • 4. How to Initiate a Return

Step 1: Contact Us Before sending any items back, you must obtain a Return Merchandise Authorization (RMA). Contact us at cs@mysayway.com or WhatsApp (UK) +44 7845 914036 or (HK) +852 97078824

Step 2: Provide Documentation

  • Your Order Number.
  • Clear photos of the product and the shipping box (mandatory for damage claims).
  • A brief description of the issue.

Step 3: Pack and Ship Once approved, pack the item securely in its original packaging. No returns will be accepted without an authorized RMA form.

5. Fees & Refunds

Restocking Fee

A restocking fee of 10% of the selling price will be deducted from all "change of mind" returns or non-defective returns. This fee covers administrative and processing costs.

Shipping Costs

  • Damaged/Incorrect Items: We will cover the full cost of return shipping.
  • Change of Mind: The customer is responsible for all return shipping charges. For UK customers, please note that items must be returned to our Hong Kong facility at your expense.

Refund Processing

  • Refunds are issued to the original payment method used at checkout.
  • Please allow 10–14 business days after we receive and inspect your return for the credit to appear in your account.
  • Original shipping fees are non-refundable.

6. Damaged Items

If your parcel arrives with visible damage to the product's internal seal or packaging, please do not discard the shipping box. Photos of the outer carton are required to file a claim with our logistics partners.


Contact Information

For all inquiries regarding returns and refunds:

Say Way Limited

Email: cs@mysayway.com

WhatsApp: (UK)+44 7845 914036 or (HK) 852 97078824

Address: Room 1123, 11/F, Star House, 3 Salisbury Road, Tsim Sha Tsui, Hong Kong.