For goods purchased at the Website, you can apply for a return / exchange within 14 calendar days from the date of receipt of the goods (based on the date of receipt on the logistics document). Please note that we are only allowed to accept returns if the returned item meets the "Return Conditions" and does not belong to the "Return Exclusions” described below. This return rule is applicable to markdown items and promotional items.
2.《Return with Quality Issues》
For products with quality problems purchased at the Website, you can request a return within 14 calendar days from the date of purchase. It is our policy to satisfy the “Return Conditions” described below and the quality problems are verified by our customer service center. Please note：
- Small threads, raw edges (commonly seen on apparel), colour differences due to different monitors (different displays, color difference is difficult to avoid), thickness of the products, running threads, hand-feel and other details...etc, are not recognized as a quality issue.
- If you apply for a return due to reasons such as style, colour and subjective preferences, it is not a return for goods with quality issues.
- Damage caused by improper use, wash or damage caused by your own alteration or other human factors is not a quality issue return.
- If the products are clearly indicated with defects at the time of purchase, such defects are not considered as quality problems and are not accepted for return.
- When selecting the size, please refer to the size chart and choose the size that suits you. The customer service team can only provide suggestions, not as the basis for your final purchase decision. If you return due to size issue, it is not a return of goods with quality issue.
- The size specifications of the product shall be subject to the actual product.
- The products are within the return period.
- The products are kept intact, unused, washed or altered, no stains or cosmetics on the products...etc., and do not affect the product conditions for re-sale.
- The outer package of the product is intact (including the plastic bag or box, please do not stick any tapes or labels directly on our package, please put the product into another box or bag), the product accessories, instructions, tags, labels, etc. should all be kept.
- If the product / parcel has additional gifts (gift with purchase promotion), please return the gift together. The gift needs to be kept in the condition as it was received. If the gift cannot be returned, we have the rights to ask you to pay for the gift price according to the price of the gift we have indicated.
- Goods not sold through the Website, i.e. Post General HK official online store.
- Custoized products without quality problems.
- Underwear, socks, swimwear and selected limited edition products without quality problems.
- Where the merchandise is used, washed, processed (e.g altered size), soiled or damaged, the logo is cut, and other merchandise not in re-sale conditions.
- Lost the electronic invoice or order number issued at the time of purchase but still require a return.
- Orders that exceed the return period.
- Products that are clearly indicated with defects at the time of purchase, and then returned with defective reasons.
- And other circumstances in which the consumer has no right to return according to the law.
Please also note that you may process returns online only for purchases made on the Website. You cannot return purchase made at our Physical stores through online customer service.
Please refer to our customer service for specific return procedures.
When returning the merchandise, please indicate the reason for the return in the delivery note for timely processing. If the delivery note is lost, please prepare a blank sheet of paper and fill in your name, order number, item number, quantity and reason. You would also need to indicate the item number, color, size and other information related to the return product(s).
4.《Return / Exchange delivery and postage instructions》
Please note that we only accept returns / exchanges by SF Express. Returns / exchanges from normal mail, registered mail and express delivery will not be accepted. For return / exchange without quality issues, the cost of postage is borne by you. We recommend that you insure your package for safe return to us, and you are requested to declare the full value of the shipment to the courier company so that you are completely protected if shipment is lost or damaged in transit. If you choose not to insure or declare the full value of the returned / exchanged Products, you will be responsible for any loss or damage to the Products during shipping. We are not responsible for any risk of damage to, or loss of the Products upon return.
For the returned Products, once we confirm that the return conditions and requirements are met, we will refund the actual payment within 7-14 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 threshold promotions or offers.
- We have the rights 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 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 15-20 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.
If there is any inconsistency or ambiguity between the English version and the Chinese version, the English version shall prevail.
In case of any dispute, Post General HK reserves the final decision.