Refund policy

Last Updated: September 6, 2026

Thank you for shopping with Sardine Market. As we sell food, beverages, and other products that may have specific storage and hygiene requirements, all sales are final and we generally do not accept returns, exchanges, or refunds except in the circumstances set out below.

Non-Returnable and Non-Refundable Situations

We do not accept returns, exchanges, or refund requests for the following reasons:

  • Change of mind;

  • Personal taste or preference;

  • Incorrect product, quantity, or specification ordered by the customer;

  • Products that have been opened, used, or damaged after delivery;

  • Failure to store the product in accordance with the product label or our provided instructions;

  • Delivery issues caused by an incorrect or incomplete address provided by the customer;

  • Failure by the customer to receive or collect the goods within a reasonable period; or

  • Minor dents, scratches, or other cosmetic imperfections to the outer packaging that do not affect food safety, product quality, or usability.

Product images may vary slightly from the actual product due to screen settings, production batches, packaging updates, or natural variations in ingredients or raw materials. Reasonable variations of this nature do not qualify for a return, exchange, or refund.

Damaged, Incorrect, or Defective Products

If you receive a product that:

  • Has been seriously damaged or is leaking as a result of shipping;

  • Is different from the product listed in your order;

  • Has passed its stated best-before or expiry date;

  • Has a reasonably identifiable quality or safety issue; or

  • Materially differs from an important product description shown on our website,

please contact us by email at [Customer Service Email] within 48 hours of receiving your order and provide:

  1. Your order number;

  2. A description of the issue;

  3. Clear photographs of the product and its packaging;

  4. Photographs of the shipping packaging and courier label; and

  5. Where applicable, photographs showing the product batch number and best-before or expiry date.

Please retain the product, its original packaging, and the shipping packaging until we have completed our assessment. For food safety reasons, please do not return any food product unless you have received written instructions from us to do so.

Once the issue has been verified, we may, depending on the circumstances, offer one of the following remedies:

  • Send a replacement of the same product;

  • Offer a replacement product of equivalent value, subject to your prior agreement;

  • Provide store credit; or

  • Refund the price paid for the affected product together with any applicable basic shipping charges.

Any approved refund will be issued to the original payment method. Your bank or payment service provider may require additional processing time before the funds appear in your account.

Order Cancellations

Once an order has been confirmed, it generally cannot be cancelled or changed.

If the order has not yet entered the packing or dispatch process, we may, at our discretion, attempt to assist with a cancellation or amendment. However, we cannot guarantee that a requested change or cancellation will be possible.

If we are unable to fulfil an order due to stock availability, product safety concerns, pricing errors, or other reasonable circumstances, we will contact you and refund the amount paid for the affected product(s).

Nothing in this policy limits or excludes any rights or remedies that customers may have under applicable Hong Kong law and that cannot lawfully be excluded or restricted.