Refund policy

The HEYAMI brand is operated by Amino Plus Food & Beverage Limited (“HEYAMI”, “we”, “our” or “us”).

This Refund Policy applies to purchases made through HEYAMI, operated by Amino Plus Food & Beverage Limited.

By placing an order with us, you agree to this Refund Policy.

1. General Policy

Due to the nature of food and beverage products, we generally do not accept returns, refunds or exchanges for products that have been opened, used, consumed, damaged after delivery, or not stored according to the product instructions.

However, we will review refund, replacement or exchange requests where the product you received is defective, damaged upon arrival, expired, incorrect, or does not match your order.

2. Eligible Refund or Exchange Situations

You may contact us for assistance if:

  • you received the wrong product;
  • the product arrived damaged;
  • the product was defective;
  • the product was expired when delivered;
  • the quantity received was incorrect;
  • the product does not match the order confirmation.

3. Non-Refundable Situations

We generally do not offer refunds, returns or exchanges for:

  • change of mind;
  • dislike of taste, flavour or texture;
  • accidental purchase;
  • incorrect product selected by the customer;
  • incorrect delivery details provided by the customer;
  • missed delivery due to recipient unavailability;
  • products that have been opened, used or consumed;
  • products not stored according to the storage instructions;
  • damage caused after successful delivery;
  • products purchased from third-party sellers or unauthorised channels;
  • promotional, discounted, free gift or sample items, unless defective or incorrect.

4. Reporting an Issue

If you receive a damaged, defective, expired or incorrect product, please contact us as soon as possible.

To help us review your case, please provide:

  • your order number;
  • your name and contact details;
  • a clear description of the issue;
  • photos or videos of the product, outer packaging and delivery label;
  • batch number and best before date, where available.

We may request further information before approving a refund, replacement or exchange.

5. Time Limit for Reporting

Please report any damaged, defective, expired or incorrect product within 7 days after receiving your order.

Requests made after 7 days may not be accepted, unless we reasonably consider the issue to be valid.

6. Product Inspection

We may need to inspect the product, packaging, photos, delivery records or other relevant information before deciding whether a refund, replacement or exchange is appropriate.

Please do not dispose of the product or packaging before contacting us, as we may need them for review.

7. Refund Method

If a refund is approved, the refund will normally be made to the original payment method used for the order.

The time required for the refund to appear in your account may depend on your bank, card issuer or payment service provider.

Shipping fees, delivery fees or handling fees may not be refundable unless the refund is due to our error, a defective product, damaged product, expired product or incorrect item.

8. Replacement or Exchange

Where appropriate, we may offer a replacement or exchange instead of a refund.

Replacement or exchange is subject to stock availability. If the same product is unavailable, we may offer an alternative product, store credit or refund.

9. Subscription Orders

Subscription orders are subject to this Refund Policy.

Once a subscription order has been processed, packed or dispatched, we may not be able to cancel or refund that order unless the product is defective, damaged upon arrival, expired, incorrect, or there is an error caused by us.

If you wish to pause, cancel or change your subscription, please do so before the next subscription order is processed.

10. Delivery Issues

We are not responsible for failed or delayed delivery caused by incorrect, incomplete or outdated delivery information provided by the customer.

If an order cannot be delivered due to incorrect delivery details, failed delivery attempts, refusal to accept delivery, recipient unavailability, or failure to contact the customer or recipient, the order may be treated as abandoned according to our Shipping Policy.

In such case, any refund, replacement or compensation may be refused. Any redelivery fee, return fee, storage fee or related cost may be borne by the customer.

11. Third-Party Purchases

This Refund Policy only applies to purchases made directly through our official website or official sales channels.

If you purchased HEYAMI products from a third-party retailer, marketplace, reseller, event partner or other platform, please contact the relevant seller directly regarding refunds, returns or exchanges.

12. Abuse of Refund Policy

We reserve the right to refuse a refund, replacement or exchange request if we reasonably believe there has been fraud, misuse, abuse of this Refund Policy, repeated unreasonable claims, or false information provided.

13. Contact Us

For refund, replacement or exchange requests, please contact us:

Amino Plus Food & Beverage Limited
Email: support@heyamihk.com
WhatsApp: +852 6930 8184

Last updated: June 2026