Shipping, Returns & Subscriptions
Shipping within Hong Kong
We currently ship only within Hong Kong via SF Express. Orders typically arrive within 2–5 business days after your order has been processed.
Once your order has been handed over to SF Express, any delays, loss, or damage in transit are outside of our direct control. If an issue occurs, we’ll work with the courier to help investigate, but we cannot guarantee refunds or replacements in all cases.
If your order arrives with damage, missing items, or errors, please contact us as soon as possible at info@sipnomi.com, including photos of the products and packaging so we can review and assist.
Returns of Sealed Products (Non‑Subscription & Repeat Orders)
For one‑time purchases and repeat subscription orders, we are unable to offer refunds for opened products.
Sealed products may be returned if:
- Items remain in their original, unopened packaging.
- The return is initiated within 30 days of the original delivery date.
All return shipping costs must be covered by the customer. We strongly recommend using a tracked shipping service and sharing the tracking number with us so we can monitor the return. Without tracking, if the parcel does not reach our facility, we will not be able to process a refund.
Once we receive eligible sealed items in their original condition, we will refund the purchase price of the products (excluding any original shipping charges).
Undelivered or Returned to Sender
If a parcel is returned to us due to an incomplete, incorrect, or undeliverable address provided at checkout, we are not obligated to reship the order. In these cases, we may refund the product value (excluding original shipping charges) once the items arrive back to us in their original condition. All additional reshipping fees, if you choose to have the order resent, will be your responsibility.
If a shipment is marked as undelivered and returned to us for reasons not attributable to an incorrect address you provided, you may be eligible for either a replacement shipment (subject to payment of a new shipping fee) or a refund of the product value.
Requests for replacement or refund for undelivered orders will not be honored more than 30 days after the original delivery date or attempted delivery date recorded by the courier.
Damaged Packages
If any items arrive damaged, please contact us at info@sipnomi.com within 30 days of delivery. Include your order number and clear photos of the damaged items and packaging.
After reviewing and verifying the damage, we will arrange an appropriate resolution, which may include sending a replacement for the affected product. Replacements cannot be provided without proof that the shipment was received in damaged condition, and we are unable to offer replacements or refunds for damage reported more than 30 days after delivery.
Subscriptions
Subscription cancellations are permitted only after 14 days have passed since placing your first subscription order, which ensures you have time to receive and try the product. After this 14‑day period, you may cancel your subscription at any time.
To cancel, log in to your account on our website and follow the cancellation steps. Once your cancellation is processed, no further charges or deliveries will occur. For assistance with managing or cancelling your subscription, please contact us at info@sipnomi.com. By ordering and subscribing to our service, you acknowledge and accept the terms described on this page.
30‑Day Satisfaction Guarantee (First Subscription Order)
If your first NOMI subscription order doesn’t meet your expectations, please email us at info@sipnomi.com within 30 days of receiving your order.
To qualify for a refund under our satisfaction guarantee, you must contact us before sending anything back so we can provide return instructions. Items returned without prior notification may be difficult to track and could delay or prevent your refund.
To be eligible for a satisfaction‑guarantee refund:
- You are returning your first subscription order only.
- All items are returned in their original packaging.
- No more than 2 sachets per box have been consumed (for example, 30‑sachet boxes must contain at least 28 sachets; 12‑sachet boxes must contain at least 10 sachets).
- Any free gifts included in your order are returned unused and unopened.
- Your return is initiated within 30 days of the delivery date.
We do not accept returns on opened items for any orders after your first subscription order.
This satisfaction guarantee applies only to subscription orders and does not cover one‑time, non‑subscription purchases.
All return shipping fees under the satisfaction guarantee are the responsibility of the customer.
By using our services, you agree to these terms and conditions.
For further questions or assistance, please feel free to reach out at info@sipnomi.com.