Policy of Return and Exchange of Merchandise

This policy ('Policy') applies to the returns and exchanges of Merchandise purchased at the eShops and stores owned, operated and/or controlled by Chow Sang Sang Jewellery Company Limited (周生生珠寶金行有限公司) and such other online shopping sites and stores in Mainland China, Taiwan and Macau owned, operated and/or controlled by Chow Sang Sang Holdings International Limited (周生生集團國際有限公司) (a company incorporated in Bermuda with limited liability) and/or its subsidiaries (as defined in the Companies Ordinance (Cap. 622 of the Laws of Hong Kong)) from time to time. Each of the aforesaid eShops and online shopping sites is hereinafter referred to as a "Site" and each aforesaid store is hereinafter referred to as a "Store". Clause 1 below shall apply to purchases from the Sites. Clause 2 below shall apply to a customer who purchased the Merchandise at a Store and who was given the opportunity to inspect the actual Merchandise at the Store. Clause 3 below shall apply to a customer who ordered the Merchandise to be delivered by shipping and paid the full price therefor at a Store without being given the opportunity to inspect the actual Merchandise. The relevant customer shall hereinafter be referred to as "you".

Save in circumstances expressly set out in this Policy, you shall have no right to any return or exchange of any Merchandise.

In this Policy, the following definitions shall apply:

" We", "us" or "Chow Sang Sang" means the company owning, operating and/or controlling the Site or Store at which you purchased the Merchandise.
" Merchandise" means the goods you ordered (the order of which has been accepted by us).
" Original Purchase Condition" means that the Merchandise is:
1. still in its original packaging with all certificates, warranty cards, authenticity cards, original invoice, product guarantee and sale warranty card intact;
2. unworn, unused, unaltered and in the condition originally sold; and
3. not damaged in any way.
" Excluded Items" means: 1. Bullion gold, gold coin, gold nugget (excluding purchased from Hong Kong and Macau Site or Store), watches;
2. Engraved, altered or custom-made Merchandise; and
3. Merchandise of a third party brand distributed by Chow Sang Sang; and
4. Merchandise stated as 'non-refundable, non-exchangeable' on its invoice, product guarantee or sale warranty card.

1. Site purchases

1.1 You may return or exchange once (subject to stock availability) any Merchandise (which shall include Excluded Items) within 7 days of its delivery to you or its collection under the in-store collection service (as the case may be) if the Merchandise is faulty or damaged and such fault or damage is not caused by normal wear and tear nor by improper use or storage after its delivery to or collection by you. If the replacement item is faulty or damaged and such fault or damage is not caused by normal wear and tear nor by improper use or storage after its delivery to or collection by you, you may return or exchange the replacement item within 7 days of its delivery to or collection by you. Save and except pursuant to the foregoing, you shall not be entitled to return or exchange any of the Excluded Items.

1.2 Any Merchandise, with the exception of Excluded Items, may be returned or exchanged once (subject to stock availability), in its Original Purchase Condition within 7 days of its delivery to you or its collection under the in-store collection service (as the case may be), in each case together with the original invoice, product guarantee, sale warranty card and accompanying certificates. Whether the returned Merchandise is in Original Purchase Condition shall be determined solely and finally by Chow Sang Sang's professional appraisers. If we determine that the Merchandise meets the conditions of return or exchange under this Policy, Chow Sang Sang shall process the return or exchange accordingly. If we find the Merchandise does not meet the conditions of return or exchange under this Policy, we shall handle the case as needed as determined in our absolute discretion, including but not limited to refusing to process the return or exchange and/or (if Chow Sang Sang agrees to repair/refurbish the Merchandise) charging for such repair/refurbishment. If the replacement item is faulty or damaged and such fault or damage is not caused by normal wear and tear nor by improper use or storage after its delivery to or collection by you, you may return or exchange the replacement item within 7 days of its delivery to or collection by you.

1.3 The following shall apply to the exchange of Merchandise pursuant to Clause 1.2:-

1.3.1 To indicate your intent to exercise your right to exchange, you shall apply for a return authorization (RA) number on the webpage of your order list accessible from the tab [My Orders], indicate the reason for the exchange, and communicate to us your choice of replacement item within 7 days of the delivery of the Merchandise to you or its collection under the in-store collection service (as the case may be);

1.3.2 You may exchange Merchandise other than Excluded Items only for any item under the same product category as designated by Chow Sang Sang (with the price of the item displayed) based on stock availability. Where the price of the selected replacement item(s) is/are higher than that of the Merchandise to be exchanged (determined based on weight for non-fixed price gold/platinum jewellery, and based on the selling price of the Merchandise for other jewellery), you shall pay us the difference in price calculated by deducting the price you actually paid for the Merchandise (i.e. the discounted price if you enjoyed any discount at the time of purchase of the Merchandise) from the marked price of the replacement item. The payment should be effected by any of the payment methods set out in the Terms and Conditions of eShop. For the avoidance of doubt, we shall not be obliged to return, refund or credit your account with any discounted amounts, discounts or benefits you enjoyed at the time of purchase of the Merchandise (save for Star Dollars, details of which can be found in the Star Shopper Programme Terms and Conditions ("Star Shopper T&C")). Where the price of the Merchandise is higher than that of the selected replacement item, we will not refund to you the price difference;

1.3.3 If you have purchased any Merchandise with any discount (excluding Star Dollars) offered by a joint promotion or other promotional activities but the discount offer has expired at the time of the exchange of the Merchandise, the discounted price of the Merchandise shall still be regarded as the price of the Merchandise for the purpose of calculating the price difference between the Merchandise and the selected replacement item, but the discount may not be applied towards the price of the replacement item or otherwise used again. Discounts offered by companies other than Chow Sang Sang shall be dealt with in accordance with the terms and conditions of the relevant companies;

1.3.4 Unless the Merchandise was purchased from our Taiwan Site, you shall, after complying with Clause 1.3.1, send us the Merchandise intended to be exchanged (with the RA number marked on the package) together with the Merchandise's accompanying certificates, original invoice, product guarantee and sale warranty card, at your own costs (including any shipping fee, taxes and duties arising out of such return, if any) within 28 days from the date of delivery of the Merchandise to you or its collection under the in-store collection service (as the case may be) through the following means: the Merchandise, its accompanying certificates, original invoice, product guarantee and sale warranty card shall be shipped to an address designated by us from time to time or delivered by you personally to one of the Stores designated by us from time to time. If the Merchandise intended to be exchanged was purchased from our Taiwan Site, we will arrange our courier to pick up such Merchandise and the foregoing documents from you;

1.3.5 If we have given you any free promotional gift due to your purchase of the Merchandise, you shall return the said gift together with the Merchandise or to purchase the gift at the gift price, otherwise the exchange will not be processed;

1.3.6 If you exchange Merchandise in accordance with this Clause 1.3, such exchange will be regarded as a purchase of the new Merchandise and a return of the old Merchandise, and thus the Star Dollars in your membership account will be adjusted as follows: in relation to your purchase of the new Merchandise, you will be given Star Dollars in accordance with clause 1.5(d)(1) of the Star Shopper T&C or you may use Star Dollars in accordance with clause 1.5(f) of the Star Shopper T&C; in relation to the return of Merchandise, Star Dollars will be adjusted in accordance with clauses 1.5(g)(i), (ii) and (iii) of the Star Shopper T&C.

1.3.7 We shall be entitled to refuse to accept any Merchandise you return on a cash on delivery basis. You may consider obtaining insurance for your shipment but any such insurance will be obtained at your own cost and risk. Chow Sang Sang shall not bear any responsibility for any losses, direct or otherwise, that may arise from loss or damage of the Merchandise arising from or in connection with the return of the Merchandise. Unless the Merchandise was purchased from our Taiwan Site, we reserve the right to charge you for any fees we incur at time of receipt of your package. In addition, we may refuse to process your exchange if the original invoice, product guarantee, sale warranty card or the Merchandise itself is missing, the RA number is not marked on the package or the Merchandise is returned to us by persons other than the purchaser on our record; 1.5(d)(1) of the Star Shopper T&C or you may use Star Dollars in accordance with clause 1.5(f) of the Star Shopper T&C; in relation to the return of Merchandise, Star Dollars will be adjusted in accordance with clauses 1.5(g)(i), (ii) and (iii) of the Star Shopper T&C.

1.3.8 We shall be entitled to refuse to accept any Merchandise you return on a cash on delivery basis. You may consider obtaining insurance for your shipment but any such insurance will be obtained at your own cost and risk. Chow Sang Sang shall not bear any responsibility for any losses, direct or otherwise, that may arise from loss or damage of the Merchandise arising from or in connection with the return of the Merchandise. Unless the Merchandise was purchased from our Taiwan Site, we reserve the right to charge you for any fees we incur at time of receipt of your package. In addition, we may refuse to process your exchange if the original invoice, product guarantee, sale warranty card or the Merchandise itself is missing, the RA number is not marked on the package or the Merchandise is returned to us by persons other than the purchaser on our record;

1.3.9 Upon our receipt of the Merchandise you send pursuant to Clause 1.3.4, we may take some time to examine the same to determine whether it is in the Original Purchase Condition, so that the replacement item will not be available to you immediately after our receipt of the Merchandise;

1.3.10 If we determine that the Merchandise is in the Original Purchase Condition, we shall despatch to you the replacement item you have chosen (provided that it complies with Clause 1.3.2 and subject to availability). The shipping fee for sending the replacement item and the taxes and duties arising out of the delivery of the replacement item, if any, shall be borne by you, unless the Merchandise was purchased from our Taiwan Site (in which case the relevant shipping fee, taxes and duties shall be borne by us); and

1.3.11 Upon despatch of the replacement item referred to in Clause 1.3.9 to the carrier, the ownership and title of the exchanged Merchandise shall be vested solely in us.

1.4 The following shall apply to the return of Merchandise (except non-fixed price gold/platinum jewellery) pursuant to Clause 1.2:-

1.4.1 To indicate your intent to exercise your right to return, you shall apply for a return authorization (RA) number on the webpage of your order list accessible from the tab [My Orders] and indicate the reason for the return, within 7 days of the delivery of the Merchandise to you or its collection under the in-store collection service (as the case may be);

1.4.2 Unless the Merchandise was purchased from our Taiwan Site, you shall, after complying with Clause 1.4.1, send us the Merchandise intended to be returned (with the RA number marked on the package) together with the Merchandise's accompanying certificates, original invoice, product guarantee and sale warranty card at your own costs (including any shipping fee, taxes and duties arising out of such return, if any) within 28 days from the date of delivery of the Merchandise to you or its collection under the in-store collection service (as the case may be) through the following means: the Merchandise, its accompanying certificates, original invoice, product guarantee and sale warranty card shall be shipped to an address designated by us from time to time or delivered by you personally to one of the Stores designated by us from time to time. If the Merchandise intended to be returned was purchased from our Taiwan Site, we will arrange our courier to pick up such Merchandise and the foregoing documents from you;

1.4.3 We shall be entitled to refuse to accept any Merchandise you return on a cash on delivery basis. We may refuse to process the return if the original invoice, product guarantee, sale warranty card or the Merchandise itself is missing, the RA number is not marked on the package or the Merchandise is returned to us by persons other than the purchaser on our record. You may consider obtaining insurance for your shipment but any such insurance will be obtained at your own cost and risk. Chow Sang Sang shall not bear any responsibility for any losses, direct or otherwise, that may arise from loss or damage of the Merchandise arising from or in connection with the return of the Merchandise;

1.4.4 Upon our receipt of the Merchandise you send pursuant to Clause 1.4.2, we may take some time to examine the same to determine whether it is in the Original Purchase Condition, so that the refund will not be made at the time of or immediately after our receipt of the Merchandise;

1.4.5 If we determine that the Merchandise is in the Original Purchase Condition, subject to Clause 1.4.6, we shall refund the amount you have paid for the Merchandise. For the avoidance of doubt, we shall not be obliged to return, refund or credit your account with any discounted amount, discounts or benefits you enjoyed at the time of purchase (save for Star Dollars, details of which can be found in the Star Shopper T&C), or any shipping fees, special handling fees, taxes or duties paid or payable by you at the time of purchase. We shall be entitled to refuse to make cash refund for returned Merchandise. Returned Merchandise which were paid for by credit card and PayPal will be refunded against the original credit card or PayPal account used for the original purchase. You acknowledge that it may take up to 2 weeks from the date of our receipt of the returned Merchandise for the account to be credited;

1.4.6 If we give you any free promotional gift due to your purchase of the Merchandise, you shall return the said gift together with the Merchandise. We shall be entitled to deduct from the refund (i) a replacement fee if the certificate(s) that accompany the Merchandise in its Original Purchase Condition and/or the aforementioned free promotional gift are/is not returned together with the Merchandise, and (ii) any shipping fee, taxes and duties (if any) payable or paid by us at the time we receive your package, unless the relevant Merchandise was purchased from our Taiwan Site (in which case the relevant shipping fee, taxes and duties shall be borne by us); and

1.4.7 If you return Merchandise in relation to which Star Dollars have been earned/used in accordance with this Clause 1.4, the amount of Star Dollars in your membership account will be deducted/adjusted in accordance with clauses 1.5(g)(i), (ii) and (iii) of the Star Shopper T&C. If the balance of Star Dollars in your membership account is not sufficient for such deduction, we shall be entitled to deduct the shortfall in Star Dollars from the refund amount in accordance with clause 1.5(g)(i) of the Star Shopper T&C.

1.4.8 Upon the making of the refund referred to in Clauses 1.4.5, 1.4.6 and 1.4.7, the ownership and title of the returned Merchandise shall be vested solely in us.

1.5 The following shall apply to the return or exchange of Merchandise pursuant to Clause 1.1:

1.5.1 To indicate your intent to exercise your right to return/exchange, you shall apply for a RA number on the webpage of your order list accessible from the tab [My Orders] and indicate the reason for the return/exchange within 7 days of the delivery of the Merchandise to you or its collection under the in-store collection service (as the case may be) and (if applicable) communicate to us your choice of replacement item;

1.5.2 Return or exchange of Merchandise pursuant to Clause 1.1 shall be subject to our authorization. We shall be entitled to request and receive photographic evidence of the fault or damage in the Merchandize before we authorize you to return or exchange the Merchandise pursuant to Clause 1.1;

1.5.3 Unless the Merchandise was purchased from our Taiwan Site, you shall, after complying with Clauses 1.5.1 and 1.5.2, send us the Merchandise intended to be returned/exchanged (with the RA number marked on the package) together with the Merchandise's accompanying certificates, original invoice, product guarantee and sale warranty card, within 28 days from the date of delivery of the Merchandise to you or its collection under the in-store collection service (as the case may be) through the following means: the Merchandise, its accompanying certificates, original invoice, product guarantee and sale warranty card shall be shipped to an address designated by us from time to time or delivered by you personally to one of the Stores designated by us from time to time. If the Merchandise intended to be returned/exchanged was purchased from our Taiwan Site, we will arrange our courier to pick up such Merchandise and the foregoing documents from you;

1.5.4 If we have authorized you under Clause 1.5.2 to exchange the Merchandise, we agree to bear the shipping fee, taxes and duties arising out of your return of Merchandise, if any, and you agree to bear the same, if any, in respect of the delivery of the replacement item to you pursuant to Clause 1.1, unless the relevant Merchandise was purchased from our Taiwan Site (in which case the shipping fee, taxes and duties in respect of the delivery of the replacement item to you shall be borne by us);

1.5.5 If we have authorized you under Clause 1.5.2 to return the Merchandise, we agree to bear the shipping fee, taxes and duties (if any) arising out of your return of Merchandise pursuant to Clause 1.1. We shall be entitled to refuse to make cash refund for returned Merchandise. Returned Merchandise which were paid for by credit card and PayPal will be refunded against the original credit card or PayPal account used for the original purchase. You acknowledge that it may take up to 2 weeks from the date of our receipt of the returned Merchandise for the account to be credited;

1.5.6 Upon our receipt of the Merchandise you send pursuant to Clause 1.5.3, we may take some time to examine the same to determine whether it is faulty or damaged and whether such fault or damage is not caused by normal wear and tear nor by improper use or storage after its delivery to or collection by you. Therefore, any refund or supply of replacement item will not be made at the time of or immediately after our receipt of the Merchandise. If we determine that the Merchandise is faulty or damaged and such fault or damage is not caused by normal wear and tear nor by improper use or storage after its delivery to or collection by you, we shall (in the case of a return) make a refund to you and deduct/adjust Star Dollars in accordance with Clauses 1.4.5 to 1.4.8 or (in the case of an exchange) send you the replacement item and deal with Star Dollars in accordance with Clauses 1.3.6 to 1.3.11. If you request pursuant to Clause 1.1 to exchange a Merchandise for a different product, Clauses 1.3.2 and 1.3.3 shall apply with the necessary modifications.

2. Store purchases
2.1 Hong Kong, Macau and Taiwan

2.1.1 If you were given the opportunity to inspect the actual Merchandise at the Store, such Merchandise, with the exception of Excluded Items, may be exchanged once (subject to stock availability) in its Original Purchase Condition within 3 days of its purchase at the Store together with the original invoice, product guarantee, sale warranty card and accompanying certificates. The decision as to whether the Merchandise is in Original Purchase Condition shall be determined solely by Chow Sang Sang and its decision shall be final.

2.1.2 For the exchange of Merchandise pursuant to Clause 2.1.1, you should, within 3 days of the purchase of the Merchandise at the Store, physically return the Merchandise to the same Store and communicate to us your choice of replacement item. Clauses 1.3.2, 1.3.3, 1.3.4, 1.3.5, 1.3.6, 1.3.7 and 1.3.10 shall apply here with the necessary modifications, except that the provisions on shipping shall not otherwise apply to physical deliveries.

2.2 Mainland China
All store purchases may not be returned or exchanged if you were given the opportunity to inspect the actual Merchandise at the Store. If there are inconsistencies between applicable laws and regulations of the region of sale and this Policy, the one with the stricter requirement shall prevail.

3. Store purchases for shipping

This Clause 3 applies to the situation in which you ordered the Merchandise to be delivered by shipping and paid the full price therefor at a Store (regardless of whether the Store is located in Hong Kong, Macau, Taiwan or Mainland China) without being given the opportunity to inspect the actual Merchandise.

3.1 Any Merchandise, with the exception of Excluded Items, may be returned (except for non-fixed price gold/platinum jewellery), or exchanged once (subject to stock availability), in its Original Purchase Condition within 7 days of its delivery to you, together with the original invoice, product guarantee, sale warranty card and accompanying certificates. Whether the returned Merchandise is in Original Purchase Condition shall be determined solely and finally by Chow Sang Sang's professional appraisers. If we determine that the Merchandise meets the conditions of return or exchange under this Policy, Chow Sang Sang shall process the return or exchange accordingly. If we find the Merchandise does not meet the conditions of return or exchange under this Policy, we shall handle the case as needed as determined in our absolute discretion, including but not limited to refusing to process the return or exchange and/or charging for the appraisal.

3.2 For the return or exchange of Merchandise pursuant to Clause 3.1, you shall, within 7 days of the delivery of the Merchandise to you, personally return the Merchandise together with its original invoice, product guarantee, sale warranty card and accompanying certificates to the same Store and communicate to us your choice of replacement item or that you wish to return the Merchandise. Clauses 1.3.2, 1.3.3, 1.3.5, 1.3.6, 1.3.7 and 1.3.10 shall apply with the necessary modifications to any exchange of Merchandise pursuant to Clause 3.1. Clauses 1.4.5, 1.4.6, 1.4.7 and 1.4.8 shall apply with the necessary modifications to any return of Merchandise pursuant to Clause 3.1.

4. Amendment to Policy

We reserve all rights to amend this Policy from time to time. It is the responsibility of customers to keep themselves up to date in respect of the Policy. The latest prevailing version of this Policy applies.

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

Credit card and PayPal purchases will be refunded against the credit card or account used for the purchase. Please allow up to 2 weeks from the date of our receipt of the returned Merchandise for the account to be credited.

Non-refundable items
Please note that special handling fees and taxes or duties paid or payable by you at the time of purchase are non-refundable. However, you may be able to claim local taxes or customs charges back directly from your local customs office.

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.

Return requests made outside of the 7-day policy will be accepted at the discretion of Chow Sang Sang.