KOKEN online orders are fulfilled with support from the ACC+ Shopify store and its logistics arrangements. This page explains the delivery, return and refund terms that apply to orders placed through getkoken.com.
1. Delivery area and charges
Online orders are currently delivered mainly within Hong Kong. Hong Kong local delivery is HK$35. A single order of HK$600 or above qualifies for free delivery. Available delivery methods and the final charge are shown at checkout before payment.
2. Order processing and delivery
After payment is completed, the order is processed through the ACC+ Shopify store and its logistics partners. Please make sure the recipient name, telephone number and delivery address are correct. Incomplete details, unsuccessful contact or failed delivery may require additional time or charges to rearrange delivery.
Delivery may be delayed by severe weather, public holidays, courier arrangements or other circumstances outside our reasonable control. We will assist with follow-up where possible.
3. Returns and exchanges
Hair Origin is a nutritional supplement. For hygiene and product-safety reasons, products that have been opened or used, or whose box, seal or packaging has been damaged after receipt, are generally not eligible for return or exchange unless the item was supplied incorrectly, arrived damaged, or has a verified quality issue.
If you receive an incorrect product, a product damaged on arrival, or a product you believe has a quality issue, please contact us within 7 days of receipt. Include your order number, photographs of the product and outer packaging, and a description of the issue so that we can review the case with ACC+.
4. Refunds
Each return or refund request is reviewed individually. Once a request is confirmed as eligible, we will arrange an appropriate replacement or refund. Approved refunds are normally returned to the original payment method. The time for funds to appear depends on the payment service provider or bank.
5. Situations generally not eligible for return or refund
- The product has been opened, used, or is no longer in its original saleable condition;
- The request is based only on personal preference, taste, subjective results, or a change of mind;
- Valid order details, photographs or proof of purchase cannot be provided;
- A claim for damage, incorrect supply or a suspected quality issue is first reported more than 7 days after receipt.
6. How to contact us
For delivery, return or refund enquiries, contact us by WhatsApp +852 4605 6813 or email info@sparktant.com. Please include your order number and relevant photographs where applicable.
7. Fulfilment and checkout
Payment, inventory, delivery and approved return arrangements are handled through the ACC+ Shopify store. The checkout page will show the final delivery options and charges before you complete payment.