Refund policy

Last updated: 10 September 2026

Thank you for shopping at Sardine Market. As the goods we sell include food and other products with storage and hygiene requirements, sold items are generally not eligible for return, exchange or refund due to a change of mind or personal taste, except in the situations described below.

Situations not eligible for return or exchange

We generally do not accept returns, exchanges or refunds for the following reasons:

  • change of mind;
  • personal taste or preference;
  • ordering the wrong product, quantity or size;
  • packaging that has been opened, used or damaged (not caused by shipping);
  • products not stored according to the product label or our instructions;
  • delivery problems caused by an incorrect or incomplete address provided by the customer;
  • failure to receive the goods within a reasonable time;
  • very minor cosmetic differences that do not affect food safety.

Product images may differ slightly due to screen display, batch, packaging updates or natural variation in raw ingredients. Reasonable differences are not grounds for return or exchange.

Damaged, incorrect or quality issues

Please email info@sardinemarket.com within 24 hours of delivery, including:

  • your order number;
  • a description of the issue;
  • clear photos of the product and its outer packaging;
  • photos of the courier packaging and waybill label; and
  • where applicable, photos of the product batch and best-before date.

Quality or safety issues (for example, clear spoilage, an expired product, or a significant difference from an important description on our website): once confirmed, we will arrange a refund, and a replacement where necessary.

Cosmetic damage from knocks during shipping: handled case by case according to the extent of the damage. Minor dents, scratches or cosmetic marks that do not affect food safety or consumption may not qualify for a refund; serious damage, leaking or products no longer fit for consumption may be refunded or replaced.

Please keep the product, original packaging and shipping packaging until we have completed our assessment. For food safety reasons, please do not return any food product without our written instruction.

Refunds are made to the original payment method. Your bank or payment provider may need additional time to process the funds.

Order cancellation

Once confirmed, orders generally cannot be cancelled or changed. If an order has not yet been packed or dispatched, we may help at our discretion, but cancellation or changes cannot be guaranteed.

If we cannot fulfil an order because of stock shortage, product safety, pricing errors or other reasonable circumstances, we will contact you and refund the affected items.

This policy does not limit any rights customers have under applicable Hong Kong law that cannot lawfully be excluded.