This return and refund policy (the “Return and Refund Policy”) shall be applicable to the products of DETERMINANT (HONG KONG) LIMITED (“we”, “our”, “us”, or “DETERMINANT (HK) Ltd”) you purchased on the Shopify online platform (the “Platform”, and such products, the “Products”). Please read and understand this Return and Refund Policy before purchase the Products and when you make any return and refund.
Please note that only Products purchased via the Platform can be returned. This Return and Refund Policy is not applicable to products that you purchased through other platforms, e.g. our retail stores or other online sales platform.
You may return the Products delivered to you if the conditions set out herein are met. Unless there is a product quality issue, only one exchange is allowed per order.
We reserve the right to make the final decision in case of dispute.
Return of Product
No Products are eligible for return after thirty (30) calendar days from the date of receipt.
You will be responsible for all the shipping charges for the return Products unless the Products is delivered to and returned from Hong Kong, Macau or Taiwan. Please settle the shipping charges before submitting the return, or the parcel will be sent back to you at your cost.
We recommend that you insure your package for safe return to us. You should declare to the courier company the full value, or other value as instructed by your courier company, of the shipment. You must follow the requirements of your courier company (and /or insurance company, if applicable) for any shipment and insurance matters so that you are protected in case your shipment is lost or damaged in transit. Otherwise, the insurance coverage will be affected, and you may need to bear the loss of or damage to the Products during shipping. For the avoidance of doubt, you expressly agree that we shall not be responsible or liable for any risk of damage to or loss of the Products in the course of return.
You must provide the following for return:
- the items you requested for return;
- a copy of the invoice; and
- tracking number of shipment.
All Products shall be returned to the following address:
ATTN: DET CS Department
DETERMINANT (HONG KONG) LIMITED
13/F Harbour Centre,
25 Harbour Road,
Wanchai, Hong Kong
Items available for return
The Products must be unworn, unwashed and in a resalable condition.
All related accessories, including any warranty card, package insert, the bags and package box etc., must be included with your return.
All the authenticity tags and labels such as washing label must be still attached as original (no tearing, disassembly); the product itself has no graffiti and stains.
No used items can be returned.
Returned items that have been damaged, soiled, washed, worn or altered will be returned to the you.
Due to hygiene reasons, masks and mask accessories (including but not limited to mask envelopes) can be returned only if it is related to product quality issues.
For the returned Products, once we confirm that the return conditions and requirements are met, we will refund the actual payment within 4 business days after receiving the returned Product(s), but:
- We have the right to deduct the partial refund amount if your returned Products were bought together with other Products to enjoy our quantity-based or monetary amount-based promotions or offers;
- We have the right to deduct the shipping fee from your refund amount if your returned Products were bought together with other merchandise to enjoy a free shipping promotion.
The amount of refund will be credited in the same format as the original form of payment if possible. If such format is not available, we may process the refund via other channels, and you may need to provide additional information to complete the refund process.
Unless otherwise stipulates by law, the original order’s shipping fee and taxes, if any, are non-refundable.
The time of receipt of the refund depends on different refund methods. The time of actual refund to your account depends on different banks or payment platform operations. It may take up to 10-15 business days. If the return does not meet the return conditions or requirements, we will contact you and return the Product(s) to you at your cost.
Exchange of Product
For product exchange, please follow the same return procedures as indicated in the section of Return of Product. Once we confirm that the return conditions and requirements are met, we will arrange our hub to send out the new exchange item(s) in 2 working days.
When sending back the products to be replaced, it is necessary to write the exchange order number on the delivery slip or a piece of paper along with the package, or else you would have the sole responsibility of bearing the risk of product exchange.
The new exchanged item(s) will be sent to the delivery address on the original order; if there is any change, please contact our CS team in advance.
Items purchased at other platforms, e.g. our retail stores and other online platforms, cannot be exchanged under this Return and Refund Policy.
Return and exchange exclusions
- Products not sold through the Platform;
- Products that are bought during specific offers or promotional events which explicitly state that return or exchange is not allowed;
- customized products without quality problem;
- masks and mask accessories (including but not limited to mask envelopes), whether used or not, without quality problem;
- where the Product is used, washed, processed (e.g. altered size), soiled or damaged, or the logo on the Product is cut or the Product is not in re-sale condition;
- where the electronic invoice or order number issued at the time of purchase is lost;
- orders that exceed the return / exchange period;
- Products that are clearly indicated with defects at the time of purchase, and then returned or exchanged with defective reasons; and
- other circumstances in which the consumer has no right to return / exchange according to this policy and the applicable law.
Should you have any questions, please contact us at [email protected].