[Hong Kong] Step-by-step for buyers on how to proceed with a full refund with returns

When Carousell has ruled the resolution outcome for your Return/refund request to proceed with a full refund with returns, you will have 2 days to start the return process and select your return method else your return/refund request will be cancelled. Once a refund/return request is cancelled, you will not be able to raise a return/ refund request again.

In the instance where the seller has yet to update their return address, the seller will be given 2 days to update their return address. If the seller fails to do so, the system will change the resolution to a full refund without returns. You will be refunded and no further action is required by you. If the seller still wants the item returned, please chat with your seller about the arrangement.

Full refund and returns with your own preferred courier (‘Arrange return delivery myself’)

You can proceed to self-arrange the returns pick-up, or you may have decided with your seller in chat to return via a preferred courier. After arranging for the returns with the courier, you may proceed to submit the delivery details on the returns/refund detail page and upload your shipping proof. You have 2 days to arrange for the returns with your preferred courier/ delivery provider and input the tracking number. Remember to tap 'Submit' to initiate the returns. If not, the return request will be cancelled after 2 days. You will not be able to raise a return/refund request again if this happens.

For integrated couriers, you can track the delivery progress from the returns/refund detail page. An auto refund will be triggered 2 days after the courier delivers the item to your seller (based on the courier’s tracking)  if your seller did not initiate the ‘Item returned’ button on their end. If you are using a non-integrated courier where the tracking is not updated, you will need to prompt your seller to tap ‘Item returned’ on their end. You may also contact us to do so if the seller remains unresponsive. 

Full refund and returns with through meet-up

You have 7 days to meet up with your seller and tap on ‘Item returned’ else the return request will be canceled and the payment will be released to the seller. You will not be able to raise a return/refund request again if this happens. Your seller also needs to confirm that the item has been returned and tap ‘Item returned’ on their end to refund you.