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Returns / Exchanges / Cancellations Terms

Return / Exchange / Cancellation Terms (Hong Kong)

Coverage and deadlines 

  1. Where the customer has paid, but asks the company to cancel the order and refund, the company will deduct the following charges in the refund:
    • For orders paid via bank transfer/cheque/FPS, the company will deduct 2% or $20, whichever is the higher. If the customer must collect the refund by FPS, the company will deduct another $10 bank handling fee.
    • For orders paid via PayPal, the company will deduct 2% or $20, whichever is the higher.
    • By credit payment, the company will deduct 4%, or $30, whichever is higher.
    • For orders paid via Alipay/AlipayHK/PayMe, the company will deduct 2% or $20, whichever is the higher.
  2. If the order is cancelled due to our company's reasons, such as: delayed goods, out of stock, discontinued products, wrong inventory, the company will waive the above refund fee.
  3. If the reason for the customer's cancellation of the order is to change the order, please contact the company first. After the order is successfully changed, the company will waive the above refund fee.
  4. If the order is a pre-order, the company reserves the rights to refuse to cancel the order.
  5. Any exchange / return request should be claimed within 7 days after the item is delivered. We will not accept any late request.
  6. All items should be unused and complete packing should be kept, except necessary testing of products and unavoidable packing damaging. We reserve the rights of defining the policy.
  7. If exchange / return occurs due to product quality issue, we will responsible for collecting back the item.
  8. If customer is unable to cooperate with the exchange / return arrangement within 14 days after exchange / return is requested, causing failure of item return, we will regard such request as not valid anymore. Customer is not able to chargeback for the same case in the future.
  9. We reserve the rights of only providing returns to an order.
  10. We will not bear any responsibility of inconvenience caused (e.g. any loss due to the absense of the product) by the process of exchange / return.

Exceptions 

  1. Items cannot be retuned if it is explicitly described as not returnable.
  2. For delivery orders, if customer requests returns due to non-product quality reasons handling fee will be deducted from the refund amount. Customers have to return the items by themselves. If customers require the company to perform return for them, the company will deduct the cost logitics cost from the refund.
  3. Item price / Handling fee (shipping fee not yet included))
    • HKD499 or below / HKD80
    • HKD500 – 1499 / HKD100
    • HKD1500 – 2499 / HKD160
    • HKD2500 or above / HKD250
  4. In the case of self pick up, if customer cancels the order after the item arrives the pick up location (even not pick up yet), handling fee will be charged. Fee can be waived if the item is storing at the pick up location.
  5. The packing of item (Include but not limited to carton boxes and packing bags) maybe damaged during transportation, if there has no damage on the item itself, we will not regard this as product issue. If customer requests cancellation, handling fee and shipping fee will be charged.
  6. We only provide exchange for one time, if the item is still defective after exchange , we will only offer return and refund.
  7. We may accept exchange / returns without complete original packing in case-by-case basis, but re-packing fee will be charged.

Exchange / Return procedure and operation

  1. Return method of exchange / return: We will pick up the item within 7 working days after exchange / return is confirmed. We do not provide same day / urgent exchange / return. If customer chose self pick up when order placed and requests our logistics to pick up, shipping fee will be charged.
  2. The item’s assemble condition should be the same with the option chosen when the order placed. We will also deliver an item in the same assemble condition when exchange. If customer is unable to return the item with its original condition (For non-assemble item, should return in non-assembled condition with full packing; for assembled item, should return in assembled condition), extra shipping fee will be charged, or we preserve the rights of requesting customer to return the item by person.
  3. We only provide exchange for one time, if the item is still defective after exchange , we will only offer return and refund.
  4. Refund method depends on original order’s payment method. If customer paid in cash, we will refund in cheque instead.
  5. We will proceed refund within 10 working days after return item is received. If we found the item condition does not fulfil our exchange / return policy, we may deduct the refund amount or refuse the refund request.

Above terms and conditions were updated on August 24, 2020