If goods differ from the description or a service keeps being delayed, define the outcome you want: repair, replacement, cancellation, or a specific refund.
Evidence to keep
Before you start
The Consumer Council can help with complaints and mediation within its service scope, but cannot order a refund like a court. The merchant's location, transaction type, and suspected fraud affect the appropriate route. Mainland purchases do not automatically follow Hong Kong rules.
What to do, step by step
- Contact the merchant with your order number and evidence, request a specific remedy, and save the response.
- If unresolved, check the Council's complaint scope and information requirements. Supply the required name, email, and telephone details for an online account.
- Submit a concise chronology and relevant attachments rather than an unorganised collection of screenshots.
- Respond to requests for further information. Report suspected fraud separately to police and consider court recovery where appropriate.
Costs, timing, and things to check
Save the listing and terms as they appeared when you purchased. Platform, merchant, and payment-provider complaint deadlines may differ.
Mediation depends on cooperation and does not guarantee a refund. Check whether a settlement waives any remaining claim before accepting it.
A clear remedy and relevant evidence make a complaint easier to follow up.
Official information and enquiries
These are the reference and service entry points for this guide. Check current fees, eligibility, and schedules with the authority. The preparation date is not each source's official update date.
This is general information; an individual dispute depends on the facts, documents, and current law.