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RETURN, EXCHANGE AND REFUND

The Swank Shop Limited (“SWANK”) Official Online Store Product Return, Exchange and Refund Policy

 

Merchandise may be exchanged or returned within ten (10) days of purchase provided that:

  1. All tags, warranties, certificates, product labelling, authenticity cards, extra buttons, dust bags and boxes (in the case of shoes) are intact and returned together with Merchandise;
  2. The original order receipt is presented;
  3. The same credit card used for purchasing the Merchandise is presented;
  4. The Merchandise does not fall within the category of “Excluded Items” as defined below;
  5. Save for quality problems, each item can only be returned or exchanged at the SWANK CENTRAL BUILDING store once. Items that have been exchanged cannot be returned;
  6. Merchandise can only be returned or exchanged in the SWANK CENTRAL BUILDING store in Hong Kong while stock lasts. Please refer to “Return, Exchange and Refund Policy” for the detailed procedures.
    SWANK CENTRAL BUILDING STORE
    Store Address: Shop nos.102 – 106, 1/F, Central Building, 1-3 Pedder Street, Central, Hong Kong.
    Opening Hour: 10:30am to 7:30pm
  7. Cash refunds are not available for online purchases;
  8. In SWANK’s sole discretion, if a return has been approved, a refund of original purchase amount will be credited to the credit/debit card used by the customer account for online purchase of the Merchandise. Normally your account will be refunded within 30 working days, but it varies depending on your card issuer, bank or electronic payment agency;
  9. If there is any dispute, THE SWANK SHOP LIMITED reserves the right of final decision.
  10. Cash refunds are not available for online purchases;
  11. In SWANK’s sole discretion, if a refund is approved, the full amount of original purchase amount will be credited to the credit/debit card used by the customer account for online purchase of the Merchandise. Normally your account will be refunded within 30 working days, but it varies depending on your card issuer, bank or electronic payment agency
  12. If there is any dispute, THE SWANK SHOP LIMITED reserves the right of final decision.
  13. If you are not satisfied about how we handle your return, exchange or refund, we want to hear about this, we aim to resolve matters amicably, you are welcome to contact customer service by sending an email to customerservice@SWANK.com.hk

 

Excluded Items for Exchange and Return Services

  • Any intimate items, including innerwear, socks, swimwear
  • Altered items
  • Used items
  • Washed items
  • Items with tags or packing missing or torn
  • Discounted defective items
  • Purchase date / goods receipt date over ten (10) days
  • Items without receipt
  • Items that are damaged or stained by customers
  • In the case of abuse / excessive use of Return and Exchange services

※SWANK reserves the right to suspend or cancel the membership of customers who make frequent returns or exchanges.

The only exception permitted in the case of Excluded Items is in the case of faulty or damaged items (“Defective Merchandise”). Merchandise damaged as a result of fair wear and tear will not be accepted as defective. If the Merchandise is determined to be Defective Merchandise, the customer will be entitled to full refund as appropriate within the circumstances at the sole discretion of SWANK.

We reserve our right to make changes to the Return, Exchange and Refund Policy at any time.

To make the Return, Exchange or Refund process easier for you, please refer to the procedures below.

 

Return, Exchange and Refund Procedure

Return

If you would like to return your Merchandise(s), please make sure the Merchandise(s) fulfils the conditions under "Return, Exchange and Refund". Please follow the guidelines below to initiate a Return within ten (10) days of order receipt date:

  1. Please log in to ‘My Account’ > ‘Orders’ > Choose the order and then click ‘Request for Return’ to submit the application.
  2. You will receive a confirmation email once your application has been approved.
  3. Please bring the Merchandise(s) along with the original order receipt and the credit card you used to purchase the Merchandise to the SWANK CENTRAL BUILDING Store within seven (7) days:
    SWANK CENTRAL BUILDING STORE
    Store Address: Shop nos.102 – 106, 1/F, Central Building, 1-3 Pedder Street, Central, Hong Kong.
    Opening Hour: 10:30am to 7:30pm
  4. Please reach out to our store staff for assistance as soon as you arrive at our store. We will check if the Merchandise(s) fulfils the conditions under " Return, Exchange and Refund "
  5. If the return has been approved, a full amount of original purchase amount will be credited to the credit/debit card used by you for online purchase of the Merchandise. Normally your account will be refunded within 30 working days, but it varies depending on your card issuer, bank or electronic payment agency;
  6. Cash refunds are not available for online purchases.

 

Exchange

If you would like to exchange your Merchandise(s), please make sure the Merchandise(s) fulfils the conditions under "Return, Exchange and Refund". Please follow the guidelines below to initiate an Exchange within ten (10) days of order receipt date:

  1. Please log in to ‘My Account’ > ‘Orders’ > Choose the order and then click ‘Request for Exchange’ to submit the application.
  2. You will receive a confirmation email once your application has been approved.
  3. Please bring the Merchandise(s) along with the original order receipt and the credit card you used to purchase the Merchandise to the SWANK CENTRAL BUILDING Store within seven (7) days:
    SWANK CENTRAL BUILDING STORE
    Store Address: Shop nos.102 – 106, 1/F, Central Building, 1-3 Pedder Street, Central, Hong Kong.
    Opening Hour: 10:30am to 7:30pm
  4. Please reach out to our store staff for assistance as soon as you arrive at our store. We will check if the Merchandise(s) fulfils the conditions under " Return, Exchange and Refund ". If the exchange has been approved, we will exchange for the same Merchandise while stock lasts.
  5. If the Merchandise is out-of-stock, you can choose to exchange for any Merchandise available at the store:
    1. If you select to exchange a Merchandise of lower value than the original Merchandise purchased online then in SWANK’s sole discretion, the price difference will be credited to the credit account used by you for purchasing the original Merchandise (Online Credit) or SWANK Membership credit account (Store Credit) in the same name of the customer (as the case may be). The Online Credit referred in paragraph (7) above shall be valid for only 180 days of purchase;
    2. If you select to exchange a Merchandise of higher value than the original Merchandise purchased online, you are welcome to settle the price difference using any payment methods acceptable at store.

※ The acceptance of the return and exchange is the sole discretion of SWANK.

 

Can I return or exchange the item(s) via mail?

Please note that for the Merchandise(s) you purchased online, you can only return or exchange at the SWANK CENTRAL BUILDING store once. Please follow the Return, Exchange and Refund procedures.

 

What should I do if there is something wrong with my order?

If there is something wrong with your order, please contact our customer service by sending an email to customerservice@SWANK.com.hk

 

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