Refund for On-loan Octopus under normal circumstances

You can return your On-loan Octopus to any Customer Service Centre or Ticketing Centre at any MTR station for refund of the remaining value and the deposit.

A refund handling fee of HK$10 will be charged if you return a Personalised Octopus which is either issued on or after 1 November 2004; or is issued before 1 Nov 2004 and returned within 5 years from the date of issue.

For other On-Loan Octopus, a Refund Handling Fee of HK$7 will be charged if it is returned within three months from the date of issue.

Refund procedures

On-loan Octopus not linked with AAVS

An Octopus with a remaining value less than HK$500 will receive an on-the-spot-refund of the deposit and the remaining value.

An Octopus with a remaining value of HK$500 or more will be returned to Octopus Cards Limited for refund processing. A refund cheque will be sent to you by mail within seven working days after the application.

Octopus damaged or altered through delamination, bending, cutting, breaking, graffiti or attachment of stickers or photos will be returned to Octopus Cards Limited for refund processing. HK$30 will be charged for the damaged Octopus. A refund cheque will be sent to you by mail within seven working days after the application.

Personalised Octopus or On-Loan Octopus linked with AAVS

The Octopus will be returned to Octopus Cards Limited for refund processing. A refund cheque will be sent to you by mail within seven working days after the application.

Refund for Malfunctioned Octopus or invalid Octopus

If your Octopus stops working, you can go to any Customer Service Centre or Ticketing Centre at MTR stations for assistance.

On-Loan Octopus not linked with AAVS

If your Octopus cannot be immediately reactivated, you will be given a replacement with a stored value of HK$20 (provided there is still remaining value on the malfunctioning Octopus). A refund of the malfunctioning Octopus can be obtained on the fifth day after the application from Ticketing Centres or Customer Service Centres.

Personalised Octopus or Octopus linked with AAVS

If your Octopus cannot be immediately reactivated, you will get a temporary replacement Octopus with a stored value of HK$20 (provided there is still remaining value on the malfunctioning Octopus). The malfunctioning Octopus will be returned to Octopus Cards Limited to arrange for issuing a replacement Personalised Octopus, refund processing or for re-linking the AAVS to another Octopus (if applicable).

Sold Octopus

The Sold Octopus products are issued with a warranty period. In the event of malfunctioning, the handling procedures will be subject to the terms and conditions provided upon sale of the products.