At MTR Online Shop, we prioritize customer satisfaction. The following policies apply to product returns, exchanges, and order cancellations.

1. Return Period: Upon receiving your order, please inspect the items carefully. If you encounter any issues, inform the delivery personnel immediately and contact our hotline to request a return or exchange.

2. Defective or Incorrect Items: If an item is damaged, defective, or does not match your order, please notify us as soon as possible after receipt. Following verification, we will arrange for an exchange, return, or refund, as applicable.

3. Condition of Items: For returns or exchanges, please ensure that the product—along with its original packaging, accessories, receipt, and any other included items—remains intact.

4. Order Cancellation: Requests to cancel an order before it has been dispatched will be accommodated whenever possible. If an order has already been dispatched, additional terms may apply to any cancellation request.

5. Refunds: If a refund is approved, it will be processed via the original payment method or another mutually agreed-upon method, following verification of the product and the transaction. The time required for a refund may vary depending on the payment service provider.

6. Delivery and Return Charges: Responsibility for delivery charges related to returns or exchanges will be determined based on the nature of the issue, the terms of the order, and applicable laws.

7. Limitations on Returns: The option to return an item may be limited if the product has been used, damaged, or altered from its original condition. However, these limitations do not apply to defective products or rights guaranteed under applicable law.

8. How to Request a Return: To initiate a return or cancel an order, please contact MTR Online Shop and provide your order number, contact details, and a description of the issue.

9. Customer Service: We are committed to reviewing every concern fairly and working toward an appropriate resolution. Our goal is to maintain customer trust and ensure a transparent and reliable shopping experience.