After-sales Service and Warranty

After-Sales Service & Product Warranty Policy | NIID Hong Kong

After-Sales Service & Product Warranty Policy

This after-sales service and product warranty policy applies to all NIID Hong Kong authorized product customers (including customers who purchased via our Online official website and Offline retail stores/designated counters). We are committed to providing you with the most reliable product protection and professional support.

30-Day Hassle-Free Returns

Within 30 days of purchase/receipt, returns and after-sales service are available provided the item remains brand new, unopened, with tags intact, and in a condition that does not affect resale.

1-Year Non-Artificial Damage Manufacturer Warranty

All authentic NIID Hong Kong products come with a 1-year warranty against non-artificial damage from the date of purchase, covering free maintenance and repair support (e.g., patented magnetic buckles, zipper structures, etc.).

📍 After-Sales and Warranty Processing Guidelines

To provide immediate inspection and processing, we recommend that customers visit us in person with the "defective product" and "purchase receipt/online order record." If you are unable to visit in person and choose to mail the item, the round-trip shipping costs must be borne by the customer. Please note: Refunds are not available for any mailed items.

In-Person Processing Address & Service Hours:

Service Address: Room 703, 7/F, Block B, Texaco Industrial Centre, Tsuen Wan
Office Hours: Monday to Friday, 9:00am - 6:00pm (Closed on Public Holidays)
General Inquiry Hotline: 2955 5522
WhatsApp Support: 6271 6229
Customer Service Email: info@thinkaction.hk

➔ Open directions on Google Maps

3 Steps for After-Sales & Warranty Application

Contact WhatsApp Support

Please provide your "purchase receipt/online order record" and "photos of the product issue." A representative will reply and follow up during business hours.

Choose Processing Method

First Choice: Visit our Tsuen Wan office in person with the product and receipt for inspection.
Alternative: Pack the item securely and mail it back via SF Express (round-trip shipping costs to be borne by the customer).

On-site Inspection & Processing

After staff verify the receipt and product condition, we will process your exchange or part repair service on the spot.

♻️ NIID Trade-in Upgrade Service

Looking to upgrade your FINO sling or older model bag to the latest version? We offer an exclusive trade-in service. Please contact our WhatsApp support for details.

Inquire About Trade-in

After-Sales & Warranty FAQ

Which purchase channels are covered by the after-sales policy?

The 30-day return policy and 1-year manufacturer warranty on this page apply to all customers who have purchased authentic NIID Hong Kong products, whether through our online official website or physical retail stores/designated dealers.

What do I need to bring for repairs or returns?

When visiting in person, please ensure you bring the "defective product" and a "valid purchase receipt/online order email record." After staff verify the receipt and inspect the bag's condition, they will arrange for repair or replacement.

Can mailed items be refunded? How are shipping costs calculated?

Please note: Refunds are not available for any mailed items. If you choose to mail an item for an exchange or 1-year warranty repair, all round-trip logistics costs (mailing to the designated NIID address and shipping back to the customer) must be borne by the customer. Therefore, we strongly recommend visiting us in person.

What does the 1-year non-artificial damage warranty cover?

The warranty covers manufacturing defects not caused by artificial damage, including patented magnetic buckle failure, zipper derailment, loose stitching, or hardware damage. It does not cover normal wear and tear, fabric staining, damage caused by snagging, or damage resulting from improper use.

Is the patented magnetic buckle not working smoothly considered a defect?

NIID's patented magnetic quick-release buckles (e.g., Radiant R1 / NEO series) are designed to "unlock smoothly at specific angles but remain secure against straight-line force" to ensure anti-theft and security. For first-time use, we recommend rotating the buckle slightly to unlock it. If you discover the magnet has detached or the structure is faulty, this is covered under the 1-year warranty; please contact customer service.

Can I exchange my FINO sling for a different model if the capacity is not suitable?

Yes. Within 30 days of purchase, provided the product has not been opened, used, and remains in brand-new condition, you may visit us in person with the product and receipt to process an exchange (e.g., pay the price difference to upgrade to the NEO POUCH or Radiant R1 Geometric Chest Bag).

Important Notes

Products for 30-day returns must be in **brand new, unused** condition and maintain their original packaging (including the product itself, original manufacturer tags, included accessories, and gifts).
Valid Hong Kong purchase receipts or online order records must be presented for verification to apply for 1-year warranty or trade-in services.
Refunds are not available for any mailed items. NIID is not responsible for any loss or damage to packages during mailing; please use a courier service with tracking (e.g., SF Express).
Clearance/Final Sale items or customized products are not eligible for returns or exchanges unless there is a quality defect in the product itself.