RETURNS & REFUNDS

Due to COVID-19 we are not accepting any returns, refunds or replacements. Orders can be canceled in the first 3 hours (of placing the order). After which, you will not be able to request cancelation or receive any refunds.

If we have made a mistake, we will own it and fix it. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Here is a list of goods not eligible for returns:

- Perishable and consumable goods
- Baby products & electronic accessories
- Intimate and sanitary goods
- Gift cards and coupons
- Freebies - Freebies can be changed at the discretion of LiveHealthy at any point in time.

However, if we made a mistake (it happens!) and sent you a wrong product, or it got damaged in transit, please contact our support team and we will do our best to resolve the situation.

All products are imported from Australia and the outer packaging can have some wear and tear, however that is not a valid reason for a return or refund, as long as the inside product remains undamaged. 

To complete your return, we require a receipt or proof of purchase. 
 
Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 15 working days.

A full refund can be requested within 3 hours of placing an order, no questions asked. 

However, if more than 3 hours have passed since you placed you order, we will not be able to process your refund. 

This is because we have already started processing order and have already spent the time and effort to pack and ship it from Australia to Hong Kong. 

As always, please contact us if there are any special circumstances and we will do our best to accommodate your request. 

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at info@sailfish.com.hk. 

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@sailfish.com.hk and send your item to the address below.

Please note that we don't stock any products at our returned address and therefore are unable to accept on-the-spot returns and exchanges. 

Returns and exchanges may take up to 3 weeks. 

Shipping 
To return your product, you should mail your product to:

LiveHealthy
10/F Cheung Hing Industrial Building
12P Smithfield, Kennedy Town, Hong Kong.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

If you are shipping an item over HK$100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.