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  • 1. Policy of return and exchange of merchandise
  • 2. How to return or exchange an online purchase
  • 3. Refunds

Search result ""

HONG KONG,CHINA AND MACAU, CHINA ONLY

29 NOV 2024 Edition

1. Policy of return and exchange of merchandise

The following article is extracted from Chow Sang Sang Group’s “Group's Policy of Return and Exchange of Merchandise” (the Group’s Policy) and aims to provide a general guideline for returns and exchanges. In case of any disputes, the latest prevailing version of the Group’s Policy shall apply.

Definition

“Merchandise” means the goods or accessories you purchased or ordered (the order of which has been accepted by us).

“Original Purchase Condition” means that the Merchandise is:
(1) in its original packaging with receipt, certificate of authenticity, certificate, gift(s) and/or redemption item(s) (if any) that must be returned intact;
(2) unworn, unused, unaltered and in the condition originally sold;
(3) not damaged in any way; and
(4) for watches, with the original plastic protective cover never removed from the surface.
The decision as to whether the Merchandise is in its “Original Purchase Condition” shall be determined solely by Chow Sang Sang and its decision shall be final.

“Excluded Items” means:
(1) Gold Bar, Gold Ingot;
(2) Gold ornament purchased from sites;
(3) Watches purchased from stores;
(4) Engraved, altered or custom-made Merchandise;
(5) Merchandise of a selected third party brand distributed by Chow Sang Sang; and
(6) Merchandise stated as ‘non-returnable, non-exchangeable’ on its receipt.

“Accessories” means the metal (magnetic) clasp cord, fiber string, the Murano glass bead etc.

“Site Purchases” includes:
(1) Chow Sang Sang eShop; and
(2) Chow Sang Sang eShop operated by designated e-commerce platforms.

Our Policy

1 Store purchases

1.1 Return

All Merchandise purchased at Store cannot be returned.

1.2 Exchange

Any Merchandise, with the exception of “Excluded Items”, may be exchanged once in its “Original Purchase Condition” within 3 days of purchase upon presentation of the receipt.

If the value of the selected replacement item(s) is/are higher than that of the original purchase (determined based on weight for non-fixed price gold/platinum jewellery, and based on the purchase price of the Merchandise for other jewellery and Accessories), you shall pay us the difference in price and labour charge. Where the value of the item is higher than that of the replacement item, we shall not refund to you the price difference. Items may be exchanged for any item under the same product category and pricing method as designated by us.

2 Site purchases

2.1 Return

Any Merchandise, with the exception of “Excluded Items”, may be returned in its “Original Purchase Condition” at your cost within 7 days of its delivery to you or its collection under the in-store collection service. Merchandise will be refunded in accordance with the payment method used for the purchase. You will be obliged to pay for shipping fees, duties and taxes for the returned Merchandise.

2.2 Exchange

Any Merchandise, with the exception of “Excluded Items”, may be exchanged once in its “Original Purchase Condition” within 7 days of its delivery to you or its collection under the in-store collection service.

If the value of the selected replacement item(s) is/are higher than that of the original purchase (determined based on weight for non-fixed price gold/platinum jewellery, and based on the purchase price of the Merchandise for other jewellery and Accessories), you shall pay us the difference in price and labour charge. Where the value of the returned item is higher than that of the replacement item, we shall not refund to you the price difference. Items may be exchanged for any item under the same product category and pricing method as designated by us.

We will refund you the shipping fees of the original purchase (except duties and taxes), but you shall be obliged to pay for shipping fees, duties and taxes for the returned item and the replacement item.

In special circumstances, such as damage to the “Excluded Items” during delivery or the Merchandise not being in its “Original Purchase Condition”, return or exchange may be accepted at the discretion of Chow Sang Sang.

3 Purchase Offer

If you have purchased any Merchandise with any discount or promotional offer but the offer period has expired at the time of the exchange, you shall not be able to enjoy the same offer. Discounts offered by companies other than Chow Sang Sang shall be dealt with in accordance with the terms and conditions of the relevant companies.

4 Handling of Accompanying Items

Items accompanying the sale, such as the certificate, packaging, gift(s) and/or redemption item(s) (if any) shall be returned together with the Merchandise, otherwise replacement fee will be charged or the return and exchange will not be processed.


If the transaction is subject to any applicable laws or regulations, and there exists inconsistencies between such applicable laws or regulations and our policy, the applicable laws and regulations shall prevail.

Note: This policy will be updated and amended according to the Group’s Policy. The latest prevailing version of this policy applies.

If there is any discrepancy or inconsistency between the Chinese and English versions, the Chinese version shall prevail.

2. How to return or exchange an online purchase

If for any reason you are not happy with your purchase, you may request for a return or exchange within 7 days of its delivery to you.

Please note this information applies to online orders purchased through our Hong Kong, China/International site only. To return items purchased through our Mainland China site, please click here.

  • Hong Kong, China & Macau, China returns
  • International returns

1. Hong Kong, China & Macau, China returns

Step 1 Receiving your Returns Authorisation (RA)

a) If you are using a member of Chow Sang Sang Star Shopper account to complete the transaction

  • Login to your account and under 'My Transaction Record', select the order you would like to return
  • Click on 'Return this item'
  • Check the items you wish to return and select a Return Reason
  • Check the box to agree with our Return Policy and click 'Submit'. You will then receive an email containing your RA number.

b) If you are a guest to complete the transaction

  • Click here to search the order details
  • Fill in your registered e-mail address, phone number of the receiver and the order ID for order verification.
  • Click on 'Return this item'
  • Check the items you wish to return and select a Return Reason
  • Check the box to agree with our Return Policy and click “Submit”. You will then receive an email containing your RA number.

Step 2 Drop off your return

Once our customer service representative confirms your case, we will provide instructions on how to return your item(s).

In-store return

  • Visit any Chow Sang Sang Store in Hong Kong, China or Macau, China
  • Return the respective item(s) in its original order packaging with original invoice and a copy of the 'Return Requested' email (this can be printed or displayed on your phone)
  • We only accept returns for orders made in the same country/region

Step 3 After your return is received

Upon receiving your return, you will receive a confirmation email. Your return will then be examined by our Quality Assurance team. Once inspection is complete, our customer service representative will either process your refund for returns, or assist you to place your replacement order for exchanges.

How do I return a gift?

If you received a gift and want to return it, please have the original purchaser follow the above instructions to return the merchandise. Refunds will be made to the original credit card or PayPal account used online.

2. International returns

As an international customer, we offer free return service. You can submit your return request online within 7 days of receiving your order. Unfortunately, we cannot refund any taxes and duties which you may have paid when placing your order.

In returning an order from outside Hong Kong, China, simply follow the process below:

Step 1 Receiving your Returns Authorisation (RA)

a) If you are using a member of Chow Sang Sang Star Shopper account to complete the transaction

  • Login to your account and under 'My Transaction Record', select the order you would like to return
  • Click on 'Return this item'
  • Check the items you wish to return and select a Return Reason
  • Check the box to agree with our Return Policy and click 'Submit'. You will then receive an email containing your RA number.

b) If you are a guest to complete the transaction

  • Click here to search the order details
  • Fill in your registered e-mail address, phone number of the receiver and the order ID for order verification.
  • Click on 'Return this item'
  • Check the items you wish to return and select a Return Reason
  • Check the box to agree with our Return Policy and click “Submit”. You will then receive an email containing your RA number.

Step 2 Mail us your return

Once our customer service representative confirms your case, we will provide instructions on how to return your item(s) using our courier collection service.

Step 3 After your return is received

Upon receiving your return, we will send you a confirmation email. Your return will then be examined by our Quality Assurance team. Once inspection is complete, our customer service representative will either process your refund for returns, or assist you to place your replacement order for exchanges.

How do I return a gift?

If you received a gift and want to return it, please have the original purchaser follow the above instructions to return the merchandise. Refunds will be made to the original credit card or PayPal account used online.

3. Refunds

Once we have accepted your returned merchandise, we shall refund the amount in Hong Kong dollars you have paid for the item.

Your refund, excluding initial shipping costs and tax and duties, will be credited to the account used to make the purchase. Please allow up to 3 weeks from the date of our receipt of the returned item(s) for the account to be credited.

If I return my international order, will I get refunded the local tax and duties I paid?

Unfortunately, we are not able to refund local tax and duties paid at checkout on deliveries to overseas destinations as these are charged by local governments. Certain countries operate schemes to reclaim any local tax and duties if you return goods and will require a specific application by you to your local government or authority.

  • 1. Policy of return and exchange of merchandise
  • 2. How to return or exchange an online purchase
  • 3. Refunds

Search result ""

HONG KONG,CHINA AND MACAU, CHINA ONLY

29 NOV 2024 Edition

1. Policy of return and exchange of merchandise

The following article is extracted from Chow Sang Sang Group’s “Group's Policy of Return and Exchange of Merchandise” (the Group’s Policy) and aims to provide a general guideline for returns and exchanges. In case of any disputes, the latest prevailing version of the Group’s Policy shall apply.

Definition

“Merchandise” means the goods or accessories you purchased or ordered (the order of which has been accepted by us).

“Original Purchase Condition” means that the Merchandise is:
(1) in its original packaging with receipt, certificate of authenticity, certificate, gift(s) and/or redemption item(s) (if any) that must be returned intact;
(2) unworn, unused, unaltered and in the condition originally sold;
(3) not damaged in any way; and
(4) for watches, with the original plastic protective cover never removed from the surface.
The decision as to whether the Merchandise is in its “Original Purchase Condition” shall be determined solely by Chow Sang Sang and its decision shall be final.

“Excluded Items” means:
(1) Gold Bar, Gold Ingot;
(2) Gold ornament purchased from sites;
(3) Watches purchased from stores;
(4) Engraved, altered or custom-made Merchandise;
(5) Merchandise of a selected third party brand distributed by Chow Sang Sang; and
(6) Merchandise stated as ‘non-returnable, non-exchangeable’ on its receipt.

“Accessories” means the metal (magnetic) clasp cord, fiber string, the Murano glass bead etc.

“Site Purchases” includes:
(1) Chow Sang Sang eShop; and
(2) Chow Sang Sang eShop operated by designated e-commerce platforms.

Our Policy

1 Store purchases

1.1 Return

All Merchandise purchased at Store cannot be returned.

1.2 Exchange

Any Merchandise, with the exception of “Excluded Items”, may be exchanged once in its “Original Purchase Condition” within 3 days of purchase upon presentation of the receipt.

If the value of the selected replacement item(s) is/are higher than that of the original purchase (determined based on weight for non-fixed price gold/platinum jewellery, and based on the purchase price of the Merchandise for other jewellery and Accessories), you shall pay us the difference in price and labour charge. Where the value of the item is higher than that of the replacement item, we shall not refund to you the price difference. Items may be exchanged for any item under the same product category and pricing method as designated by us.

2 Site purchases

2.1 Return

Any Merchandise, with the exception of “Excluded Items”, may be returned in its “Original Purchase Condition” at your cost within 7 days of its delivery to you or its collection under the in-store collection service. Merchandise will be refunded in accordance with the payment method used for the purchase. You will be obliged to pay for shipping fees, duties and taxes for the returned Merchandise.

2.2 Exchange

Any Merchandise, with the exception of “Excluded Items”, may be exchanged once in its “Original Purchase Condition” within 7 days of its delivery to you or its collection under the in-store collection service.

If the value of the selected replacement item(s) is/are higher than that of the original purchase (determined based on weight for non-fixed price gold/platinum jewellery, and based on the purchase price of the Merchandise for other jewellery and Accessories), you shall pay us the difference in price and labour charge. Where the value of the returned item is higher than that of the replacement item, we shall not refund to you the price difference. Items may be exchanged for any item under the same product category and pricing method as designated by us.

We will refund you the shipping fees of the original purchase (except duties and taxes), but you shall be obliged to pay for shipping fees, duties and taxes for the returned item and the replacement item.

In special circumstances, such as damage to the “Excluded Items” during delivery or the Merchandise not being in its “Original Purchase Condition”, return or exchange may be accepted at the discretion of Chow Sang Sang.

3 Purchase Offer

If you have purchased any Merchandise with any discount or promotional offer but the offer period has expired at the time of the exchange, you shall not be able to enjoy the same offer. Discounts offered by companies other than Chow Sang Sang shall be dealt with in accordance with the terms and conditions of the relevant companies.

4 Handling of Accompanying Items

Items accompanying the sale, such as the certificate, packaging, gift(s) and/or redemption item(s) (if any) shall be returned together with the Merchandise, otherwise replacement fee will be charged or the return and exchange will not be processed.


If the transaction is subject to any applicable laws or regulations, and there exists inconsistencies between such applicable laws or regulations and our policy, the applicable laws and regulations shall prevail.

Note: This policy will be updated and amended according to the Group’s Policy. The latest prevailing version of this policy applies.

If there is any discrepancy or inconsistency between the Chinese and English versions, the Chinese version shall prevail.

2. How to return or exchange an online purchase

If for any reason you are not happy with your purchase, you may request for a return or exchange within 7 days of its delivery to you.

Please note this information applies to online orders purchased through our Hong Kong, China/International site only. To return items purchased through our Mainland China site, please click here.

  • Hong Kong, China & Macau, China returns
  • International returns

1. Hong Kong, China & Macau, China returns

Step 1 Receiving your Returns Authorisation (RA)

a) If you are using a member of Chow Sang Sang Star Shopper account to complete the transaction

  • Login to your account and under 'My Transaction Record', select the order you would like to return
  • Click on 'Return this item'
  • Check the items you wish to return and select a Return Reason
  • Check the box to agree with our Return Policy and click 'Submit'. You will then receive an email containing your RA number.

b) If you are a guest to complete the transaction

  • Click here to search the order details
  • Fill in your registered e-mail address, phone number of the receiver and the order ID for order verification.
  • Click on 'Return this item'
  • Check the items you wish to return and select a Return Reason
  • Check the box to agree with our Return Policy and click “Submit”. You will then receive an email containing your RA number.

Step 2 Drop off your return

Once our customer service representative confirms your case, we will provide instructions on how to return your item(s).

In-store return

  • Visit any Chow Sang Sang Store in Hong Kong, China or Macau, China
  • Return the respective item(s) in its original order packaging with original invoice and a copy of the 'Return Requested' email (this can be printed or displayed on your phone)
  • We only accept returns for orders made in the same country/region

Step 3 After your return is received

Upon receiving your return, you will receive a confirmation email. Your return will then be examined by our Quality Assurance team. Once inspection is complete, our customer service representative will either process your refund for returns, or assist you to place your replacement order for exchanges.

How do I return a gift?

If you received a gift and want to return it, please have the original purchaser follow the above instructions to return the merchandise. Refunds will be made to the original credit card or PayPal account used online.

2. International returns

As an international customer, we offer free return service. You can submit your return request online within 7 days of receiving your order. Unfortunately, we cannot refund any taxes and duties which you may have paid when placing your order.

In returning an order from outside Hong Kong, China, simply follow the process below:

Step 1 Receiving your Returns Authorisation (RA)

a) If you are using a member of Chow Sang Sang Star Shopper account to complete the transaction

  • Login to your account and under 'My Transaction Record', select the order you would like to return
  • Click on 'Return this item'
  • Check the items you wish to return and select a Return Reason
  • Check the box to agree with our Return Policy and click 'Submit'. You will then receive an email containing your RA number.

b) If you are a guest to complete the transaction

  • Click here to search the order details
  • Fill in your registered e-mail address, phone number of the receiver and the order ID for order verification.
  • Click on 'Return this item'
  • Check the items you wish to return and select a Return Reason
  • Check the box to agree with our Return Policy and click “Submit”. You will then receive an email containing your RA number.

Step 2 Mail us your return

Once our customer service representative confirms your case, we will provide instructions on how to return your item(s) using our courier collection service.

Step 3 After your return is received

Upon receiving your return, we will send you a confirmation email. Your return will then be examined by our Quality Assurance team. Once inspection is complete, our customer service representative will either process your refund for returns, or assist you to place your replacement order for exchanges.

How do I return a gift?

If you received a gift and want to return it, please have the original purchaser follow the above instructions to return the merchandise. Refunds will be made to the original credit card or PayPal account used online.

3. Refunds

Once we have accepted your returned merchandise, we shall refund the amount in Hong Kong dollars you have paid for the item.

Your refund, excluding initial shipping costs and tax and duties, will be credited to the account used to make the purchase. Please allow up to 3 weeks from the date of our receipt of the returned item(s) for the account to be credited.

If I return my international order, will I get refunded the local tax and duties I paid?

Unfortunately, we are not able to refund local tax and duties paid at checkout on deliveries to overseas destinations as these are charged by local governments. Certain countries operate schemes to reclaim any local tax and duties if you return goods and will require a specific application by you to your local government or authority.

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