Product Warranty

We are the authorized licensee of Sanrio.  All of our products are 100% authentic and are manufactured under the strictest requirement and quality control. 

Created to give you the best peace of mind, Sparrow Lady provides 6 months free warranty on manufacturing faults for all the products you bought.  Check out the warranty policies for your Sparrow Lady products here.

Delivery

We ship worldwide.  FREE shipping is offered to deliveries across Hong Kong*.  Estimated delivery is within 3 to 7 business days.

*Non-coverage areas: Remote areas, residential areas and outlying islands (Lantau Island, Ma Wan, Cheung Chau, Discovery Bay and Lamma).  Additional handling charge is required.  Please contact us for details.

If you would like to ship overseas, please contact us to check the shipping cost to your country.

Warranty Terms & Conditions

  1. In accordance with terms and conditions, our technician offers the original user free repair (including parts) for six months from the date of purchase.
  2. Please keep and present the sales receipt from authorized dealers to our technician for inspection during each service.
  3. This warranty shall not be applicable to the product which has been tampered with or altered in any way, or which had been subjected to misuse, breaking, negligence or accident.
  4. In case of any dispute, the decision of sparrow-lady.com shall be final and binding and the Company reserves all the rights hereby.

Defective Product / Warranty

Sparrow-lady.com offers 6 months official warranty. If you believe you have received a defective on arrival product, please contact us within 3 days of delivery so we can determine the problem and whether it requires an exchange or refund.

If we conclude the product is likely defective, we will ask that you return it in an unused condition and in its original packaging. Beyond three days of ‘DOA’ standard manufacturing warranties applies, 6 months from purchase day. Under normal manufacturing warranty the cost of all return shipping is sole responsibility of the customer. After we receive the item and if it’s proven to be a manufacturing fault, we will send you a replacement item (free shipping) or a refund.

*All of the above terms subject to our final decision.

Wrong Item / Damage During Transit

We make every attempt to ensure the accuracy of orders before shipping. If you receive an incorrect item or your order was damaged during shipping, we will be happy to send you a replacement. If the shipment arrives at your door with obvious shipping damage, we suggest you refuse the delivery and let us know. If you have already accepted delivery and then find shipping damage, please fill out the contact form with information about the damage, and we will get back to you via provided email or phone within 1 to 2 business days.

Note: Do not throw away any packaging materials.

If we determine the item is incorrect or was likely damaged in transit, we will ask you to return the item to us for an exchange or refund. After we have received the item and confirmed that the damage was caused during shipping, we will send you a replacement item (free shipping) or a refund.

Return Policy

Your satisfaction is very important to us.  Please contact us with any product questions so we can ensure you’re ordering the product that’s right for you. If you are unhappy with your purchase or have received a defective product, we will gladly exchange or refund your order. To qualify for an exchange or refund:

  • Your purchase must have been made within the past 30 days
  • You must have original shipping receipt or internet order receipt
  • The product must be free of damage (unless caused by manufacturing defect or during transit)
  • If returning due to dissatisfaction, all items (including packaging) must be in their original, unused condition