RETURN & EXCHANGE POLICY
Last Updated: November 27, 2024
1. RETURN ELIGIBILITY
1.1 General Conditions
• 30-day return window from delivery date
• Items must be unused and unworn
• Original tags attached
• Original packaging included
• Proof of purchase required
1.2 Non-Returnable Items
• Custom-made items
• Sale items marked “Final Sale”
• Intimate apparel
• Face masks and accessories
• Gift cards
2. RETURN PROCESS
2.1 Initiating Returns
• Login to your account
• Select order for return
• Choose return reason
• Print return label
• Package items securely
2.2 Return Methods
• Free in-store returns (Hong Kong)
• Postal return
• Courier pickup service
• Drop-off points
3. REFUND OPTIONS
3.1 Original Payment Method
• Credit card: 3-5 business days
• Debit card: 5-7 business days
• Bank transfer: 5-7 business days
• Digital wallets: 1-3 business days
3.2 Alternative Refunds
• Store credit (+10% bonus value)
• Gift card
• Account credit
• Exchange for other items
4. EXCHANGE PROCESS
4.1 Direct Exchange
• Size changes
• Color variations
• Style alternatives
• Quality issues
4.2 Exchange Conditions
• Subject to stock availability
• One exchange per item
• New items must be of equal or greater value
• Shipping fees may apply
5. RETURN SHIPPING
5.1 Domestic Returns (Hong Kong)
• Free returns for full-price items
• HKD 50 for sale items
• Free for defective items
• Return label provided
5.2 International Returns
• Customer pays return shipping
• Tracking number required
• Insurance recommended
• Custom duties non-refundable
6. ITEM CONDITION
6.1 Acceptable Condition
• Unworn and unwashed
• All original tags attached
• No signs of wear or use
• Complete set of accessories
6.2 Unacceptable Condition
• Worn or damaged items
• Removed tags
• Altered items
• Signs of use or washing
7. DEFECTIVE ITEMS
7.1 Quality Issues
• Manufacturing defects
• Missing components
• Size discrepancy
• Color variation
7.2 Defect Claims
• Photo evidence required
• Detailed description needed
• Quality inspection process
• Resolution options
8. PROCESSING TIME
8.1 Return Processing
• 1-2 days for inspection
• 2-3 days for refund processing
• Email confirmation sent
• Tracking updates provided
8.2 Exchange Processing
• Stock check: 1 business day
• Processing: 1-2 business days
• Shipping: 2-3 business days
• Status updates provided
9. EXCEPTIONS AND SPECIAL CASES
9.1 Sale Items
• 14-day return window
• Exchange only
• No refunds
• Original condition required
9.2 Gift Returns
• Store credit only
• Gift receipt required
• Original purchaser notification
• Gift wrapping non-returnable
10. DAMAGED IN TRANSIT
10.1 Delivery Damage
• Report within 24 hours
• Photo documentation required
• Keep original packaging
• Immediate replacement offered
10.2 Claims Process
• Damage report submission
• Carrier investigation
• Resolution timeline
• Replacement shipping
11. HOLIDAY RETURNS
11.1 Extended Period
• Christmas purchases
• Chinese New Year items
• Special promotions
• Gift purchases
11.2 Seasonal Items
• Special return windows
• Condition requirements
• Processing timeframes
• Exchange options
12. RETURN RESTRICTIONS
12.1 Multiple Returns
• Account monitoring
• Return pattern review
• Restriction notices
• Account suspension possible
12.2 Prohibited Returns
• Used items
• Altered merchandise
• Laundered goods
• Damaged by customer
13. CONTACT INFORMATION
For return inquiries:
Elementurist Limited
Room 1804, 18th Floor
Oriental International Tower
1016 Tai Nan West Street
Lai Chi Kok, Hong Kong
Email: [email protected]
14. POLICY CHANGES
• Subject to update without notice
• Current version on website
• Email notification for major changes
• Effective date specified