Shipping and Return Policies
Version: 5 Dec 2023
1. Order Processing
Order is processed in real time. Neither changes nor cancellation can be made by you once your order has been accepted by VTech. Order is generally shipped within 2 business days. Please allow additional processing time of up to 4 business days during the peak shipping periods. Please provide a complete and accurate street address and phone number to enable prompt delivery.
2. Shipping and Handling Charges
All prices of the products listed on this website (“Website”) are exclusive of any shipping and handling charges, import or export duty and other incidental expenses, which shall be borne by the customers. Shipping and handling charges for all orders shall be calculated at VTech's discretion. The amount of such charges will be shown after you have filled in the delivery and payment details but before you confirm the order.
3. Delivery
A. Delivery Delays:
B. Delivery outside Hong Kong:
VTech will not deliver any products to any address outside Hong Kong.
Locations outside city areas may require additional 1-2 business days for delivery. Outside city areas include but not limited to: Frontier Closed Area, Hei Ling Chau, Cheung Chau, Discovery Bay, Lamma Island, Lantau (except for airport area and Tung Chung which can be reached by road transportation), Ma Wan, Peng Chau, Po Toi Island, Soko Island, Sunshine Island and Park Island.
VTech Electronics (HK) Limited will not be subject to any damages, including direct, indirect, or consequential damages, as a result of its delays in delivery within the foregoing the estimated shipping times or failure of performance hereunder.
4. Return of the Products
VTech wants you to be completely happy with the product you ordered.
If you are not fully satisfied with your product purchase, you can return your undamaged and unopened product within 14 days of purchase for a refund, subject to the following conditions:
a) Product Conditions
b) Return Requirements
Please note that VTech does not permit the return of, or offer refunds for the following products:
Once your product reaches us, please allow 4 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued and you will receive a confirmation email.
5. Incorrect Product or Damaged Product
Please contact VTech HK Customer Service at (852) 3612-9851 between 9:00am – 6:00pm, Monday to Friday in case of incorrect product received or product received in damaged conditions. VTech shall, subject to in-store product availability, try its best effort to exchange with the correct product within 2 business days thereafter. As a reminder, you should refuse any damaged packages. If you are unable to refuse delivery (for example, you are not at home), please call our VTech HK Customer Service immediately for assistance.
1. Order Processing
Order is processed in real time. Neither changes nor cancellation can be made by you once your order has been accepted by VTech. Order is generally shipped within 2 business days. Please allow additional processing time of up to 4 business days during the peak shipping periods. Please provide a complete and accurate street address and phone number to enable prompt delivery.
2. Shipping and Handling Charges
All prices of the products listed on this website (“Website”) are exclusive of any shipping and handling charges, import or export duty and other incidental expenses, which shall be borne by the customers. Shipping and handling charges for all orders shall be calculated at VTech's discretion. The amount of such charges will be shown after you have filled in the delivery and payment details but before you confirm the order.
3. Delivery
A. Delivery Delays:
VTech makes every effort to ship your order according to the estimated shipping times set out in Section 1. The estimated shipping times are in business days (Monday through Saturday excluding public holidays). Estimated shipping times will be calculated from the following business day of the orders placed and payment cleared after 3:00pm.
Although every effort is made to ship your order according to the estimated shipping times provided, the estimated shipping times may change due to changes in supply at VTech's sole discretion.
In any event, VTech shall not be responsible for delays in delivery or failure of performance hereunder for any cause beyond its reasonable control including but not limited to, acts of God, weather, natural disasters, or failures or delays in transportation.
B. Delivery outside Hong Kong:
VTech will not deliver any products to any address outside Hong Kong.
Locations outside city areas may require additional 1-2 business days for delivery. Outside city areas include but not limited to: Frontier Closed Area, Hei Ling Chau, Cheung Chau, Discovery Bay, Lamma Island, Lantau (except for airport area and Tung Chung which can be reached by road transportation), Ma Wan, Peng Chau, Po Toi Island, Soko Island, Sunshine Island and Park Island.
VTech Electronics (HK) Limited will not be subject to any damages, including direct, indirect, or consequential damages, as a result of its delays in delivery within the foregoing the estimated shipping times or failure of performance hereunder.
4. Return of the Products
VTech wants you to be completely happy with the product you ordered.
If you are not fully satisfied with your product purchase, you can return your undamaged and unopened product within 14 days of purchase for a refund, subject to the following conditions:
a) Product Conditions
The product (together with all parts thereof including any accessories, manuals, documentation and warranty card that shipped with the product) must be packed in the original, unmarked packaging AND be sent back to us unopened in the original box.
b) Return Requirements
i. You should return only the product you purchased from this Website. Please do not send us any item that is not belonging to the original packaged VTech product. We are not responsible for returning such items. Refunds will be restricted to the products qualified under this section and purchased from https://hktoys.vtech.com.
ii. The product (including any accessories, manuals, documentation and warranty card) must be returned with your Order Confirmation and original receipt in its original packaging.
iii. Shipping charges are not refundable.
iv. You should contact VTech HK Customer Service at (852) 3612-9851 between 9:00am – 6:00pm, Monday to Friday for making your refund application.
Please note that VTech does not permit the return of, or offer refunds for the following products:
i. Opened memory
ii. Opened software
iii. Electronic software downloads
iv. Personalised products
v. Non-VTech branded/third party products
vi. VTech gift packaging (origami style gift box with ribbon and greeting card)
Once your product reaches us, please allow 4 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued and you will receive a confirmation email.
5. Incorrect Product or Damaged Product
Please contact VTech HK Customer Service at (852) 3612-9851 between 9:00am – 6:00pm, Monday to Friday in case of incorrect product received or product received in damaged conditions. VTech shall, subject to in-store product availability, try its best effort to exchange with the correct product within 2 business days thereafter. As a reminder, you should refuse any damaged packages. If you are unable to refuse delivery (for example, you are not at home), please call our VTech HK Customer Service immediately for assistance.