Refund & Delivery
Last updated: 22 August 2026
We are not taking payment yet, so most of this describes how things will work once orders open — section 1 is what applies today. BUFF is frozen food, which makes delivery genuinely different from posting a t-shirt, and the rest of this page explains how we intend to handle that.
1. If you've only registered interest
Nothing has been charged, so there is nothing to refund. Withdraw any time by emailing WhatsApp +852 9502 8023. No reason needed.
2. Cancelling a paid order
Before it's dispatched
Cancel any time before your order leaves us and you get a full refund, to your original payment method, within 14 days. Email WhatsApp +852 9502 8023 with your order number.
After it's dispatched
Because BUFF is a frozen food product, we can't accept returns or offer refunds once an order has been dispatched — except where it arrives damaged, defective, or not properly frozen. That exception is covered below, and we honour it generously.
3. If something's wrong with your order
Contact us within 24 hours of delivery, with a photograph, at WhatsApp +852 9502 8023.
If BUFF arrives melted, damaged, or otherwise not as it should be, we will replace it or refund it in full — your choice. We will not ask you to return the product, and we won't make you argue for it.
Nothing in this policy affects your statutory rights under Hong Kong law.
4. Where we deliver
Hong Kong Island, Kowloon and the New Territories.
Deliveries to outlying islands and certain remote areas may not be available, or may carry a surcharge. If that affects you, we'll tell you before you pay — never after.
5. How delivery works
BUFF is delivered frozen in insulated packaging. You'll be given a delivery window in advance, and we'll message you before we arrive.
Someone needs to be there to receive it. Because this is frozen food, we can't leave your order at the door, at reception, or with a neighbour — unless they can put it straight into a freezer.
If you're not available
- First missed delivery: we'll take it back and rearrange with you at no charge.
- Second missed delivery: we may charge a redelivery fee — we will always tell you the amount before applying it — or cancel and refund your order minus reasonable costs — because by then the product is no longer fit to sell.
Once it's with you
Please get it into a freezer promptly. We can't take responsibility for product that spoils after a successful delivery.
6. Storage and shelf life
Keep BUFF frozen at -18°C or below. Use by the date printed on each cup. Once thawed, do not refreeze.
7. Subscriptions
- Billed on the day each delivery is dispatched — never in advance.
- Skip, pause or cancel by emailing WhatsApp +852 9502 8023 at least 3 days before your next scheduled dispatch. We'll confirm in writing.
- Your founding price stays locked for as long as your subscription remains active. If you cancel and later restart, the price current at that time applies.
- Minimum 6 cups per delivery, because cold-chain packaging costs almost the same for one cup as for six.
8. Allergens
BUFF contains milk and whey protein. It is not suitable if you are allergic to dairy. Full ingredients: whole milk, heavy cream, whey protein isolate, monk fruit sweetener, vanilla extract and fine salt.
9. Our liability
Nothing here excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded under Hong Kong law. Your statutory rights are unaffected.
Subject to that, our total liability in connection with any order is limited to the amount you paid for that order, and we are not liable for indirect or consequential loss.
We are not responsible for loss caused by circumstances outside our reasonable control — including typhoon or black rainstorm warnings, extreme weather, public health measures, or failures by our delivery partner. If such an event delays your delivery, we will contact you to rearrange or refund.
10. Our right to refuse or cancel
We may decline or cancel any order at our discretion — for example where we suspect fraud, cannot deliver to your address, or face production or supply constraints. If we cancel an order you have paid for, we refund you in full, and that refund is your sole remedy.
11. Getting in touch
Email WhatsApp +852 9502 8023. We aim to reply within 2 business days, and faster if something's gone wrong with an order.
The Spoon Lab Limited, registered in Hong Kong.
12. Language
This policy is provided in English and Traditional Chinese. If there is any inconsistency between the two versions, the English version prevails.
退款及送貨
最後更新：2026年8月22日
我們暫時未有收取任何款項，因此本頁大部分內容說明的是日後開放訂購後的安排 — 現階段適用的只有第 1 節。BUFF 是冷凍食品，送貨方式與寄一件 T 恤截然不同，其餘部分說明我們打算如何處理。
1. 如果你只是登記興趣
由於未有扣取任何款項，因此沒有款項需要退還。你可隨時電郵 WhatsApp +852 9502 8023 取消，毋須提供理由。
2. 取消已付款訂單
發貨前
在訂單離開我們之前，你可隨時取消，並獲得全額退款，款項會於 14 日內退回原付款方式。請電郵 WhatsApp +852 9502 8023 並提供訂單編號。
發貨後
由於 BUFF 屬冷凍食品，訂單一經發出後，我們無法接受退貨或退款 — 除非產品送達時已損壞、有瑕疵，或並非處於適當冷凍狀態。有關情況見下一節，我們會從寬處理。
3. 如果訂單出現問題
請於送達後 24 小時內連同相片電郵 WhatsApp +852 9502 8023。
若 BUFF 送達時已融化、損壞或狀況不符預期，我們會免費補寄或全額退款 — 由你選擇。我們不會要求你退回產品，亦不會讓你費唇舌爭辯。
本政策不影響你在香港法律下的法定權利。
4. 送貨範圍
香港島、九龍及新界。
離島及個別偏遠地區可能無法送達，或需另加附加費。若涉及你的地址，我們會在你付款前告知 — 而不是事後。
5. 送貨方式
BUFF 以冷凍方式、配以保溫包裝送遞。我們會預先提供送貨時段，並在送達前通知你。
必須有人在場簽收。由於這是冷凍食品，我們不能將訂單留在門口、大堂接待處或交給鄰居 — 除非對方能即時放入冰箱。
如果你未能在場
- 第一次未能送達：我們會將貨品帶回，並免費與你重新安排送貨。
- 第二次未能送達：我們可能收取重新送貨費 — 我們一定會在收取前告知金額，或取消訂單並在扣除合理成本後退款 — 因為屆時產品已不再適合出售。
收到貨品之後
請盡快放入冰箱。成功送達後如產品因存放不當而變壞，我們無法承擔責任。
6. 存放及食用期限
請將 BUFF 存放於 -18°C 或以下的冷凍環境。請於每杯包裝上標示的日期前食用。一經解凍，請勿再次冷凍。
7. 訂購計劃
- 於每次送貨發出當日收費 — 絕不預先扣款。
- 如需跳過、暫停或取消，請於下次預定發貨日期前最少 3 天電郵 WhatsApp +852 9502 8023。我們會以書面確認。
- 只要訂購計劃維持有效，你的創始價將一直鎖定。若取消後再重新訂購，則按當時價格計算。
- 每次送貨最少 6 杯，因為冷鏈包裝的成本，送 1 杯與送 6 杯相差無幾。
8. 致敏原
BUFF 含有牛奶及乳清蛋白，不適合對奶類過敏的人士。完整成分：全脂牛奶、濃忌廉、分離乳清蛋白、羅漢果糖、香草精華及幼鹽。
9. 我們的責任
本政策並不排除或限制我們就以下事項的責任：因我們疏忽而導致的死亡或人身傷害、欺詐，或任何根據香港法律不得合法排除的事項。你的法定權利不受影響。
在上述前提下，我們就任何訂單承擔的總責任以你就該訂單支付的金額為上限，且我們不就間接或相應而生的損失承擔責任。
我們不就超出我們合理控制範圍的情況所引致的損失負責 — 包括颱風或黑色暴雨警告、極端天氣、公共衞生措施，或送貨夥伴的失誤。若此類事件導致送貨延誤，我們會與你聯絡重新安排或退款。
10. 我們拒絕或取消的權利
我們可自行酌情拒絕或取消任何訂單 — 例如當我們懷疑涉及欺詐、無法送貨至你的地址，或面對生產或供應限制。若我們取消你已付款的訂單，我們會全額退款，而該退款為你的唯一補救。
11. 聯絡我們
請電郵 WhatsApp +852 9502 8023。我們的目標是於 2 個工作天內回覆；如訂單出現問題，會更快處理。
The Spoon Lab Limited，於香港註冊。
12. 語言
本政策提供英文及繁體中文版本。如兩個版本有任何不一致之處，概以英文版本為準。