Satisfaction Guaranteed

All our products are genuine and manufactured under the licencse of Sanrio Wave. You would have 100% Guarantee.

At the-clue-box, we know continuous product performance is critical in addition to its authentic outlook.

All our products are under 6 months’ guarantee on manufacturing faults.

Customer is required to present the official purchase invoice issued by the dealers of Hong Kong or Macau or by the-clue-box to our technician for verification when service is required.

If the product is a redeemed gift, the Redemption Confirmation Letter which bears details of the date of collection, has to be presented when service is required.

In case of any disputes, the decision of the-clue-box will be final.

Refund & Return Policy

Last Updated: October 2026

Thank you for shopping with us. Please review our specialized policy regarding returns and refunds below. As a standard operational policy, we only accept returns for items that arrive defective.

1. Strict 7-Day Return Window
All items are eligible for a return within exactly 7 days after the date of delivery. If 7 days have passed since your order was marked as delivered by the courier service, we unfortunately cannot offer you a refund or exchange.

2. Eligibility Criteria (Defective Items Only)
We only accept returns and issue refunds if the items are found to be defective or damaged upon arrival. To be eligible for a return, your item must be unused, in the same condition that you received it, and must be kept in its original packaging.

3. How to Open a Return Claim
To initiate your return process, you must contact our customer support team at cs@esteem-sound.com within the 7-day window. You are required to provide clear photographic evidence or video proof showing the defect along with your WooCommerce order number.

4. Refund Method via KPay
Once your return is received, inspected, and approved by our team, your refund will be processed immediately. The reversed funds will automatically be applied back to your original payment method or credit card through the KPay payment gateway network. Please allow several business days for your banking institution to reflect the balance.

Privacy Policy

Last Updated: October 2026

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from our website. Your transactions are processed securely via KPay, and this document details our compliance with data privacy standards.

1. Personal Information We Collect
When you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, email address, and phone number. We refer to this information as “Order Information.”

2. How We Share Your Personal Information & KPay Processing
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use WooCommerce to power our online store. We also use KPay as our primary payment gateway solution. Your payment data is securely transmitted, encrypted, and processed directly by KPay Merchant Service Limited. We do not store or retain raw credit card details on our WordPress servers. For more details on how your payment data is handled, please consult the official KPay Group Privacy Policy.

3. Domestic Data & Shipping Logistics
Because we strictly provide domestic shipping and do not fulfill international orders, your shipping and location data are shared exclusively with regional courier services to execute order deliveries within our domestic operating area.

4. Your Rights & Data Retention
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information. WordPress users can request to view, edit, or delete their personal data by contacting our support channel at cs@esteem-sound.com.