If your Octopus Card is no longer readable, you must return it to Octopus Cards Limited for handling. If you have an On-Loan Octopus Card which malfunctions, you may obtain a refund at any Customer Service Centre or Ticket Office within 5 to 60 days from the date you return the malfunctioning card. Refunds for "sold" type Octopus Cards which malfunction and the replacement cards must be collected at designated stations.

If you hold a Personalised Octopus Card, you can collect your refund and replacement card at a designated Customer Service Centre or Ticket Office within 7 to 60 days (collection of refunds and replacement cards at West Rail Line stations and Light Rail stops may be made from the 14th day) after the date of the malfunctioning card's return.

Please be advised that if you submit a malfunctioning Octopus Card to us, it will not be returned to you unless it is a "Sold" type or Special Edition Octopus Card.