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Consumer protection in Hong Kong

Consumer protection in Hong Kong
Hong Kong's Consumer Council is a watchdog focused on consumer rights and welfare.
Overreliance on AI, difficulty reaching customer service staff and slow follow-ups were among the common problems reported to the Consumer Council. Photo: Getty Images
Hong Kong

AI use fuels frustration as Hong Kong customer service complaints top 2025 total

Consumer Council logs 3,078 complaints in first nine months of 2026, exceeding last year’s total of 2,715, with many involving firms’ AI use.

Legislative Council of Hong Kong

Editorial | Cooling-off period bill should protect more consumers

Banking & finance

Opinion | Better protection needed as violent cryptocurrency robberies surge

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Hong Kong healthcare and hospitals

Hong Kong IVF clinic cleared to resume all services after embryo specimen mix-up

Regulator says Heal Fertility in Central can resume all 17 treatment services covered by its licence after implementing improvement measures.

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Heal Fertility has refined its sample-handling procedures, strengthened staff training and upgraded laboratory management and security systems, the regulator says. Photo: Handout
The clinic had been barred from providing 14 of its 17 licensed treatment services since July 8. Photo: May Tse
Hong Kong society

Hotstone Yoga closure losses rise to HK$7.8 million as 694 customers file reports

Customs arrests 61-year-old director as investigation looks into whether unusual sales activity preceded the chain’s abrupt shutdown.

Hong Kong economy

Hotstone Yoga director arrested over unfair trade practices after abrupt closure

Closure also prompted lawmakers to urge authorities to widen scope of proposed statutory cooling-off law to cover wider wellness market.

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Hong Kong society

Hong Kong authorities probe Hotstone Yoga closure as customers turn to watchdog

Consumer Council says it has received 27 complaints involving HK$429,326 in losses related to sports chain’s closure so far.

A group of members gather outside a branch of Hotstone Yoga. Photo: Silvia Siu
A closure notice and a customs investigation notice displayed at the entrance of a Hotstone Yoga outlet in Hong Kong. Photo: Silvia Siu
Hong Kong’s Consumer Council

Hong Kong consumer watchdog questions supermarkets’ buy one, get one free deals

Consumer Council urges shoppers to compare unit prices after finding some offers provide smaller-than-expected discounts or no savings at all.

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Hong Kong

Huge gaps in sanitary pad absorption speeds, over half poorly labelled: watchdog

Among 36 products tested, one pad took 73 seconds to fully absorb simulated menstrual blood, exceeding 60-second standard.

Hong Kong healthcare and hospitals

Supplier to end classroom lunch portioning at Sha Tin school after 39 fall ill

Danny Catering Service calls suspected food poisoning outbreak an ‘isolated’ incident linked to the school’s portioning arrangement.

The Centre for Health Protection said it was investigating a suspected food poisoning cluster involving 39 people. Photo: Sun Yeung
Hong Kong society

Hong Kong to table cooling-off period bill for beauty, fitness deals by mid-2027

Commerce chief Algernon Yau says both sectors supported seven-day cooling-off period but differed on exemption thresholds.

A fitness center at Tsim Sha Tsui. The government has proposed a seven-day cooling-off period for prepaid beauty and fitness contracts. Photo: Jelly Tse
Hong Kong society

Hong Kong restaurant prosecuted after live newborn rat found in takeaway food

Food safety officials uncover unsatisfactory hygiene conditions after diner finds live baby rat covered among beef noodles.

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Crime in Hong Kong

IVF clinic’s embryo specimen mix-up linked to ‘intentional unlawful conduct’

Watchdog says it has ordered Heal Fertility to comply with law and code of practice to prevent recurrence of similar incidents.

Hong Kong society

Editorial | Hong Kong’s fight against aggressive sales tactics is far from over

The latest cases are reminders that high-pressure selling has not disappeared and underline the need for stronger consumer safeguards.

Customs officers arrest a 43-year-old man and a 25-year-old woman in connection with aggressive sales tactics on August 19. Photo: Nora Tam
Hong Kong society

How Hong Kong beauty retail tactics echo global Dead Sea sales scams

WikiLeaks files reveal pushy sales operations for Dead Sea beauty products have been problematic in several countries for decades.

Illustration: Brian Wang
Crime in Hong Kong

Opatra London and Hong Kong distributor suspend local operations after arrests

Beauty product company stresses local retailer functions independently after managers arrested over allegations of aggressive sales tactics.

Hong Kong society

Hong Kong beauty sector faces new claims of hard-sell tactics and abuse

Legal experts warn aggressive sales tactics may breach Trade Descriptions Ordinance prohibiting harassment, coercion and misleading claims.

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Hong Kong

Top executive at Opatra Hong Kong operator quits amid coercive sales probe

Check by SCMP found Sayles Retail filed Notice of Resignation of Company Secretary and Director with Companies Registry on Wednesday.

The Lux Boutique outlet at Harbour City has it windows covered and door locked on Thursday. Photo: Karma Lo
Crime in Hong Kong

Customs arrests 2 over aggressive sales tactics at Opatra-branded shops

Arrests mark the first linked to the brand following mounting complaints and viral video of distressed customer.

Hong Kong society

Inside the playbook used to dupe Hongkongers into making big beauty product buys

Recent controversy surrounding Opatra London and local distributors puts aggressive sales tactics by certain chains under media spotlight.

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Hong Kong society

Opatra London distances itself from Hong Kong firm over deceptive sales allegations

London-based beauty chain says it deeply regrets if any customers have had ‘a distressing experience associated with our brand’.

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A shuttered branch of Opatra London on Russell Street in Causeway Bay. Photo: Nora Tam
Hong Kong society

Customs steps in over claims beauty chain Opatra cheated woman out of HK$60,000

Woman, 58, claimed she bought HK$61,400 worth of products at Sha Tin outlet and questioned sales practices, police say.

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Opatra London’s 4,700 sq ft outlet on Russell Street in Causeway Bay. Photo: Nora Tam
Hong Kong society

Hong Kong baby food producer recalls pastas over rice weevil scare

Baby Basic said it had removed all products that might have been affected from store shelves and also suspended production of the pastas.

Hong Kong healthcare and hospitals

Hong Kong parents rush babies for check-ups over infant formula lead scare

Mother tells SCMP that her five-month-old baby is in hospital for observation after consuming Friso batch flagged by Macau authorities.

Hong Kong

Over half of tested reading specs fail to list key details to prevent eye strain

Consumer Council tested 17 models of ready-to-wear reading glasses between January and May this year.

The watchdog found that most glasses lacked the labelling and warning statements required under European standards. Photo: Getty Images
Animal welfare in Hong Kong

Watchdog urges pet owners to be mindful of terms and conditions of insurance plans

Consumer Council issues warning less than week after more than 900 restaurants legally allowed to welcome dogs on premises.

Secretary for Environment and Ecology Tse Chin-wan (centre in white) greets patrons and their dogs at a restaurant in the West Kowloon Cultural District, on the first day the scheme came into effect. Photo: Sam Tsang
Hong Kong

Customers seeking refunds during cooling-off period will need to pay admin fee

Under proposed changes, customers should shoulder a percentage of the total sum when they apply to cancel a contract, government says.

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Hong Kong healthcare and hospitals

Hong Kong IVF clinic ordered to halt most services after embryo specimen errors

Clinic apologises to affected clients and says it has set up an internal task force to conduct a review to improve procedures.

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