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Exchange or Replacement Policy
Exchange or Replacement Policy
We are committed to provide every customer a pleasant shopping experience. All products are genuine and authentic, and they are in good condition and quality. If you find the purchased item does not match with your order or there is any quality concern, please email us within 3 working days after the purchase date. Please note the exchange or replacement can only be made once and it must be verified by our Customer Services.
Steps for exchange and replacement
Step 1. Email us at [email protected] to report the problem, we will get back to you as soon as possible;
Step 2. Fill in the relevant form about your concerns and present all the packaging, product(s) and valid receipt for the exchange and replacement.
Products that are acceptable for exchange or replacement
- The products received do not match the order;
- The products are defective or have any quality problem, we will provide replacement upon confirmation.
Products that are not acceptable for exchange or replacement
- The product(s) must be in good condition if request for exchange or replacement. If incomplete packaging or damaged box, no signage/label, products have already been consumed (must be consistent with all accessories and packaging at the time of receipt), the request will not be considered;
- Personal reasons, such as buying the wrong product(s) or change of mind, etc, are not acceptable;
- Any products that are damaged or altered after purchase will not be accepted for exchange or replacement and we reserve the right to determine the conditions;
- Exterior package damage caused during delivery is not acceptable (Please note SF Express will not allow shipping of damaged product). Customer should report to SF express;
- Skin sensitization is a personal skin problem, which is unrelated to the product quality itself and thus is not acceptable;
- Products that have been kept more than 3 working days after receipt will not be considered;
- We do not accept any second time exchange or replacement of products. Request for exchange and replacement can only be made once;
- Products received after 3 working days for exchange or replacement are not considered. The customer should report to us if there is any further delay and our decision is final.
The above are just part of our exchange and replacement policy, without any prior notification, they are subject to amendment. In case of any dispute, we reserve the right of final decision
Shipping
What courier do you use?
SF Express is our local authorized service provider, which provides high quality door-to-door express delivery service.
How much for the delivery cost?
Please read the followings for the delivery policy:
• Free shipping for every order over HK$600 after discount (only limited to commercial address, SF Express Locker, or SF Express stores).
• HK$36 delivery fee will be charged for order below HK$600 after discount, the charge may be subject to change according to the SF Express freight rates without prior notice.
The delivery is available on Monday to Friday only, excluding weekends and public holidays.
When will we send out the goods?
Upon confirmation of payment, the shipment will be made ready within 5 working days. The actual processing days vary depending on the stock availability and SF Express special announcement.
Can I claim for the loss or extra cost caused by delay of delivery?
We are not liable for any financial loss or other loss caused by the inaccurate information given by the customer such as the incorrect address, invalid contact number or unassigned recipient. Similarly, additional cost due to the re-delivery will be charged by the customer.
Can one order delivery to several places?
The order is delivered to one address only. If customer requires sending orders to multiple addresses, he/she needs to place separate orders for different addresses.
Can I claim for replacement or return if products received are damaged?
We ensure the products are good to use with full packaging before delivery. If the products are damaged due to shipping and delivery issues, we are not liable for the claim or replacement and return of the related products. You may submit your complaint directly to SF Express customer service via the hotline (852) 2730 0273.
Can we deliver overseas?
For overseas orders, please send your messages to [email protected].
