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RETURNS + EXCHANGES

This Returns Policy applies to online purchases only.

  • We value your custom so if you find a fault with your order, please email us at info@therefinery.com.hk straight away so that we can help you.  
  • Should you wish to return/exchange your purchase, please email us with the reason for the return/exchange.  In some cases we will request proof (photographs) of the problem.
  • Purchases may be returned/exchanged within 10 days of receiving the goods. 
  • PACKAGES SENT WITHOUT CONTACTING US FIRST WILL NOT BE ACCEPTED. 
  • Returns/exchanges will be processed upon receipt of the regarding merchandise. We will email you to confirm receipt together with confirmation of whether the purchase is eligible for refund/exchange.

Conditions

  • The purchase must be returned in its original (unworn, unwashed) condition with the return form, complete with all tags, certificates, warranties, care instructions, product labelling, authenticity cards, extra buttons, hangers, dust bags + boxes
  • Sales/Discounted merchandise is not eligible for return.
  • All returns will be refunded in your original form of payment.
  • Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or refund refused.
  • The decision as to whether the merchandise is in Sellable Condition remains within THE REFINERY’s sole discretion and its decision shall be final.
  • If we receive a return that cannot be accepted, the customer has the option either to collect the merchandise from our store or have the merchandise re-shipped to the customer at his/her sole cost.
  • Upon dispute, THE REFINERY reserves the right to make the final decision on all return cases.
  • Please note that customers are responsible for all the fees involved for returning items. Return packages remain the responsibility of the customer until it is received by The Refinery. Therefore, we recommend that the customer takes necessary precautions by using registered + traceable services when returning the package.
Return merchandise should be posted to the following address with a completed return form:
Customer Care
THE REFINERY
Unit S410, Block A, PMQ, 35 Aberdeen Street, Central, Hong Kong

 

No return/exchange accepted for the following:

  • Jewellery
  • Electronic devices
  • Paper goods
  • Homeware + Candles  
  • Beauty + Fragrance
  • Confectionery

 

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