HENGRUI PHARMA
01276
XIAOMI-W
01810
CATL
03750
4
POP MART
09992
5
BABA-W
09988
How to submit a refund request email
To help us process your refund request promptly, we recommend contacting our online customer service first. If you can’t gather all the required information during the session, you can email us at cs01@futuhk.com. To comply with regulatory requirements, please provide the following details before we can process your refund. Once we receive your email and complete the verification, we’ll proceed with the refund as soon as possible.
Please include the following deposit details in your email:
- Deposit Order ID:
- Account Number:
- Crypto/Amount:
- Transaction Hash:
- Deposit Order Details Page Photo
Provide the required documents based on your withdrawal address:
1. Personal wallet:
Include this text in your email:"I confirm that the withdrawal address of this deposit is a personal wallet."
2. Third-Party exchange:
Provide the following documents:
(1) The KYC verification page photo from the third-party exchange clearly shows your full name, date of birth, and ID number. (If the KYC verification page fails to provide the information, submit a daily/monthly statement displaying your verified real name.)
(2) A photo from a third-party exchange shows the deposit address, with the address in plain text.
(3) A photo from a third-party exchange that shows the withdrawal address, deposit address, transaction hash, amount, and a timestamp.
(4) If the exchange account isn’t in your name, also provide:
- Account holder’s ID document and KYC page photo.
- Explain your relationship with the account holder and why they made the deposit.
- Confirm that the withdrawal address you provide belongs to the same account holder.
Note: A refund fee will apply. For details, see our Fee Schedule.
Refund requests are typically processed within 20 business days.
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