Terms & Conditions
29 NOV 2024 Edition
Group’s 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 regions other than Hong Kong, China 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(s)” and each aforesaid store is hereinafter referred to as a “Store”. Clause 1 below shall apply to a customer who purchased the merchandise from a Site. Clause 2 below shall apply to a customer who purchased or ordered the merchandise at a Store. The relevant customer shall hereinafter be referred to as “you”.
Save in circumstances 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 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, tax invoice, 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.
“Excluded Items” means:
(1) Gold bar, Gold ingot;
(2) Refined gold ingot purchased from Mainland China;
(3) Gold ornament purchased from Sites;
(4) Watches purchased from Stores;
(5) Engraved, altered or custom-made Merchandise;
(6) Merchandise of a selected third-party brand distributed by Chow Sang Sang; and
(7) Merchandise stated as ‘non-returnable, non-exchangeable’ on its receipt.
“Accessories” means the metal (magnetic) clasp cord, fiber string, the Murano glass bead etc.
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 (within 30 days for purchase from Site(s) of EMPHASIS in Hong Kong, China) (hereinafter referred to as “specified period”) 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 the specified period 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 the specified period 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 tax invoice 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 the specified period 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 from the order list in the [My Orders] section of the website, indicate the reason for the exchange, and communicate to us your choice of replacement item within the specified period 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 and accessories), 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 made by any of the payment methods set out in the terms and conditions of the Sites. 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. Where the price of the Merchandise is higher than that of the selected replacement item, we shall not refund to you the price difference;
1.3.3 If you have purchased any Merchandise with any discount 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 After complying with Clause 1.3.1, you shall send us the Merchandise intended to be exchanged (with the RA number marked on the package) together with the Merchandise’s accompanying certificates, completed Return or Exchange Slip in Delivery Note and tax invoice, at your own costs (including any shipping fee, taxes and duties arising out of such return) 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, completed Return or Exchange Slip in Delivery Note and tax invoice 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 a designated third-party online shopping platform, the exchange of Merchandise will be arranged according to the terms stated on that platform;
1.3.5 If we have given you any free promotional gift with your purchase of the Merchandise and/or you have enjoyed any redemption offer in the transaction, you shall return the said gift, the redemption item together with the Merchandise or to purchase the said gift, the redemption item at the price of the gift, the redemption item, otherwise the exchange will not be processed;
1.3.6 We shall be entitled to refuse to accept any Merchandise you return on a cash on delivery basis. You may consider insuring your shipment but any such insurance shall be borne 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. 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 duly completed Return or Exchange Slip in Delivery Note is not submitted, tax invoice or the Merchandise is lost, the RA number is not marked on the package, or the Merchandise is returned to us by a person other than the purchaser on our record;
1.3.7 Upon our receipt of the Merchandise you send pursuant to Clause 1.3.4, we will 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 provided to you immediately after our receipt of the Merchandise;
1.3.8 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 stock availability). The shipping fee for sending the replacement item and the taxes and duties (if any) arising out of the delivery of the replacement item, if any, shall be borne by you, unless the Merchandise was purchased from a designated third-party online shopping platform and stated that the relevant shipping fee, taxes and duties (if any) shall be borne by us; and
1.3.9 Upon despatch of the replacement item referred to in Clause 1.3.8 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 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 from the order list in the [My Orders] section of the website and indicate the reason for the return, within the specified period 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 After complying with Clause 1.4.1, you shall send us the Merchandise intended to be returned (with the RA number marked on the package) together with the Merchandise’s accompanying certificates, completed Return or Exchange Slip in Delivery Note and tax invoice, if any) at your own costs (including any shipping fee, taxes and duties arising out of such return) 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, completed Return or Exchange Slip in Delivery Note and tax invoice 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 a designated third-party online shopping platform, the return of Merchandise will be arranged according to the terms stated on that platform;
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 completed Return or Exchange Slip in Delivery Note, tax invoice or the Merchandise itself is lost, the RA number is not marked on the package or the Merchandise is returned to us by a person other than the purchaser on our record. You may consider insuring your shipment but any such insurance shall be borne 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 will 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, or any shipping fees, special handling fees, taxes or duties (if any) 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 to the original credit card or PayPal account used for the original purchase. It may take up to 3 weeks from the date of our receipt of the returned Merchandise for the said account to be credited;
1.4.6 If we have given you any free promotional gift with your purchase of the Merchandise and/or you have enjoyed the redemption offer in the transaction, you shall return the said gift, the redemption item 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, the redemption item 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 a designated third party online shopping platform and stated that the relevant shipping fee, taxes and duties (if any) shall be borne by us;
1.4.7 Upon the making of the refund referred to in Clauses 1.4.5 and 1.4.6, the ownership and the 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 return authorization (RA) number from the order list in the [My Orders] section of the website and indicate the reason for the return/exchange within the specified period 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 Merchandise before we authorize you to return or exchange the Merchandise pursuant to Clause 1.1;
1.5.3 After complying with Clauses 1.5.1 and 1.5.2, you shall send us the Merchandise intended to be returned/exchanged (with the RA number marked on the package) together with the Merchandise’s accompanying certificates, completed Return or Exchange Slip in Delivery Note and tax invoice, 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, completed Return or Exchange Slip in Delivery Note and tax invoice 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 a designated third-party online shopping platform, the return/exchange of merchandise will be arranged according to the terms stated on that platform;
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 (if any) 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 a designated third party online shopping platform and stated that the shipping fee, taxes and duties (if any) 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 1.5.3. 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. It may take up to 3 weeks from the date of our receipt of the returned Merchandise for the said account to be credited; and
1.5.6 Upon our receipt of the Merchandise you send pursuant to Clause 1.5.3, we will 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 in accordance with Clauses 1.4.5 to 1.4.7 or (in the case of an exchange) send you the replacement item in accordance with Clauses 1.3.6 to 1.3.9. If you request to exchange a Merchandise for a different product pursuant to Clause 1.1, Clauses 1.3.2 and 1.3.3 shall apply with the necessary modifications.
2. Store purchases or orders
2.1 Mainland China
All Merchandise purchased at Store cannot be returned or exchanged. If there are inconsistencies between applicable laws and regulations of the region of sale and this Policy, applicable laws and regulations shall prevail.
For Merchandise ordered at Store, the following clauses shall apply according to the pickup method you choose:
2.1.1 In-Store Collection: Once the Merchandise has been confirmed and accepted by you, returns and exchanges are not allowed. The transaction, except for Excluded Items, can only be cancelled before the Merchandise is confirmed and collected.
2.1.2 Delivery: Any Merchandise, except for Excluded Items, may be returned or exchanged once (subject to stock availability), in its Original Purchase Condition within the specified period of its delivery to you, together with the receipt, tax invoice, 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. For the return or exchange of Merchandise, you shall, within the specified period of the delivery of the Merchandise to you, personally deliver the Merchandise to the same Store and communicate to us your choice of replacement item or to return the Merchandise. Clauses 1.3.2, 1.3.3, 1.3.5, 1.3.6 and 1.3.9 shall apply, with the necessary modifications, to any exchange of Merchandise. Clauses 1.4.5, 1.4.6 and 1.4.7 shall apply, with the necessary modifications, to any return of Merchandise.
2.2 Regions other than Mainland China
2.2.1 Any 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 receipt, tax invoice, 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.
2.2.2 For the exchange of Merchandise pursuant to Clause 2.2.1, 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 and 1.3.9 shall apply with the necessary modifications, except that the provisions on shipping shall not otherwise apply to physical deliveries.
3. 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.
If there is any discrepancy or inconsistency between the Chinese and English versions, the Chinese version shall prevail.
29 NOV 2024 Edition
Group’s 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 regions other than Hong Kong, China 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(s)” and each aforesaid store is hereinafter referred to as a “Store”. Clause 1 below shall apply to a customer who purchased the merchandise from a Site. Clause 2 below shall apply to a customer who purchased or ordered the merchandise at a Store. The relevant customer shall hereinafter be referred to as “you”.
Save in circumstances 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 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, tax invoice, 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.
“Excluded Items” means:
(1) Gold bar, Gold ingot;
(2) Refined gold ingot purchased from Mainland China;
(3) Gold ornament purchased from Sites;
(4) Watches purchased from Stores;
(5) Engraved, altered or custom-made Merchandise;
(6) Merchandise of a selected third-party brand distributed by Chow Sang Sang; and
(7) Merchandise stated as ‘non-returnable, non-exchangeable’ on its receipt.
“Accessories” means the metal (magnetic) clasp cord, fiber string, the Murano glass bead etc.
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 (within 30 days for purchase from Site(s) of EMPHASIS in Hong Kong, China) (hereinafter referred to as “specified period”) 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 the specified period 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 the specified period 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 tax invoice 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 the specified period 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 from the order list in the [My Orders] section of the website, indicate the reason for the exchange, and communicate to us your choice of replacement item within the specified period 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 and accessories), 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 made by any of the payment methods set out in the terms and conditions of the Sites. 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. Where the price of the Merchandise is higher than that of the selected replacement item, we shall not refund to you the price difference;
1.3.3 If you have purchased any Merchandise with any discount 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 After complying with Clause 1.3.1, you shall send us the Merchandise intended to be exchanged (with the RA number marked on the package) together with the Merchandise’s accompanying certificates, completed Return or Exchange Slip in Delivery Note and tax invoice, at your own costs (including any shipping fee, taxes and duties arising out of such return) 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, completed Return or Exchange Slip in Delivery Note and tax invoice 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 a designated third-party online shopping platform, the exchange of Merchandise will be arranged according to the terms stated on that platform;
1.3.5 If we have given you any free promotional gift with your purchase of the Merchandise and/or you have enjoyed any redemption offer in the transaction, you shall return the said gift, the redemption item together with the Merchandise or to purchase the said gift, the redemption item at the price of the gift, the redemption item, otherwise the exchange will not be processed;
1.3.6 We shall be entitled to refuse to accept any Merchandise you return on a cash on delivery basis. You may consider insuring your shipment but any such insurance shall be borne 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. 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 duly completed Return or Exchange Slip in Delivery Note is not submitted, tax invoice or the Merchandise is lost, the RA number is not marked on the package, or the Merchandise is returned to us by a person other than the purchaser on our record;
1.3.7 Upon our receipt of the Merchandise you send pursuant to Clause 1.3.4, we will 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 provided to you immediately after our receipt of the Merchandise;
1.3.8 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 stock availability). The shipping fee for sending the replacement item and the taxes and duties (if any) arising out of the delivery of the replacement item, if any, shall be borne by you, unless the Merchandise was purchased from a designated third-party online shopping platform and stated that the relevant shipping fee, taxes and duties (if any) shall be borne by us; and
1.3.9 Upon despatch of the replacement item referred to in Clause 1.3.8 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 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 from the order list in the [My Orders] section of the website and indicate the reason for the return, within the specified period 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 After complying with Clause 1.4.1, you shall send us the Merchandise intended to be returned (with the RA number marked on the package) together with the Merchandise’s accompanying certificates, completed Return or Exchange Slip in Delivery Note and tax invoice, if any) at your own costs (including any shipping fee, taxes and duties arising out of such return) 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, completed Return or Exchange Slip in Delivery Note and tax invoice 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 a designated third-party online shopping platform, the return of Merchandise will be arranged according to the terms stated on that platform;
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 completed Return or Exchange Slip in Delivery Note, tax invoice or the Merchandise itself is lost, the RA number is not marked on the package or the Merchandise is returned to us by a person other than the purchaser on our record. You may consider insuring your shipment but any such insurance shall be borne 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 will 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, or any shipping fees, special handling fees, taxes or duties (if any) 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 to the original credit card or PayPal account used for the original purchase. It may take up to 3 weeks from the date of our receipt of the returned Merchandise for the said account to be credited;
1.4.6 If we have given you any free promotional gift with your purchase of the Merchandise and/or you have enjoyed the redemption offer in the transaction, you shall return the said gift, the redemption item 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, the redemption item 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 a designated third party online shopping platform and stated that the relevant shipping fee, taxes and duties (if any) shall be borne by us;
1.4.7 Upon the making of the refund referred to in Clauses 1.4.5 and 1.4.6, the ownership and the 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 return authorization (RA) number from the order list in the [My Orders] section of the website and indicate the reason for the return/exchange within the specified period 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 Merchandise before we authorize you to return or exchange the Merchandise pursuant to Clause 1.1;
1.5.3 After complying with Clauses 1.5.1 and 1.5.2, you shall send us the Merchandise intended to be returned/exchanged (with the RA number marked on the package) together with the Merchandise’s accompanying certificates, completed Return or Exchange Slip in Delivery Note and tax invoice, 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, completed Return or Exchange Slip in Delivery Note and tax invoice 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 a designated third-party online shopping platform, the return/exchange of merchandise will be arranged according to the terms stated on that platform;
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 (if any) 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 a designated third party online shopping platform and stated that the shipping fee, taxes and duties (if any) 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 1.5.3. 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. It may take up to 3 weeks from the date of our receipt of the returned Merchandise for the said account to be credited; and
1.5.6 Upon our receipt of the Merchandise you send pursuant to Clause 1.5.3, we will 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 in accordance with Clauses 1.4.5 to 1.4.7 or (in the case of an exchange) send you the replacement item in accordance with Clauses 1.3.6 to 1.3.9. If you request to exchange a Merchandise for a different product pursuant to Clause 1.1, Clauses 1.3.2 and 1.3.3 shall apply with the necessary modifications.
2. Store purchases or orders
2.1 Mainland China
All Merchandise purchased at Store cannot be returned or exchanged. If there are inconsistencies between applicable laws and regulations of the region of sale and this Policy, applicable laws and regulations shall prevail.
For Merchandise ordered at Store, the following clauses shall apply according to the pickup method you choose:
2.1.1 In-Store Collection: Once the Merchandise has been confirmed and accepted by you, returns and exchanges are not allowed. The transaction, except for Excluded Items, can only be cancelled before the Merchandise is confirmed and collected.
2.1.2 Delivery: Any Merchandise, except for Excluded Items, may be returned or exchanged once (subject to stock availability), in its Original Purchase Condition within the specified period of its delivery to you, together with the receipt, tax invoice, 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. For the return or exchange of Merchandise, you shall, within the specified period of the delivery of the Merchandise to you, personally deliver the Merchandise to the same Store and communicate to us your choice of replacement item or to return the Merchandise. Clauses 1.3.2, 1.3.3, 1.3.5, 1.3.6 and 1.3.9 shall apply, with the necessary modifications, to any exchange of Merchandise. Clauses 1.4.5, 1.4.6 and 1.4.7 shall apply, with the necessary modifications, to any return of Merchandise.
2.2 Regions other than Mainland China
2.2.1 Any 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 receipt, tax invoice, 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.
2.2.2 For the exchange of Merchandise pursuant to Clause 2.2.1, 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 and 1.3.9 shall apply with the necessary modifications, except that the provisions on shipping shall not otherwise apply to physical deliveries.
3. 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.
If there is any discrepancy or inconsistency between the Chinese and English versions, the Chinese version shall prevail.