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RETURNS + EXCHANGES

RETURNS + EXCHANGES

CAN I RETURN AN ITEM?

Returns may be accepted within 7 days of receipt.  The refund will be in the form of store credit provided that:

  1. Items are unworn or unused with original tags + packaging
  2. Items do not fall under the Excluded Return Items list as below

Excluded Return Items

Sale items.  All sale items are final + cannot be returned or exchanged

  • MR. MEN LITTLE MISS personalised items, art prints, greeting cards + toys
  • Accessories – jewellery, watches, sunglasses
  • Knitwear
  • Electronic devices
  • Books, art prints + stationery
  • Hats
  • Socks
  • Fragrances, candles, grooming products (lip balms)
  • Toys
  • Food + beverage

Please email us at info@therefinery.com.hk before sending your return item.  Packages sent without first emailing us will not be accepted/refused upon delivery.  Please note that you are responsible for all the return cost + relevant customs taxes + duties (if applicable).

CAN I EXCHANGE AN ITEM?

Size exchanges are welcome for online orders within 7 days of receipt, provided that: 

  1. Items are unworn or unused with original tags + packaging
  2. Items do not fall under the Excluded Return Items list as above

If the size you wish to exchange is out of stock, store credit will be given instead.  Each order can only be exchanged once.

Please email us at info@therefinery.com.hk before sending your return item.  Packages sent without first emailing us will not be accepted/refused upon delivery.  Please note that you are responsible for all the return cost + relevant customs taxes + duties (if applicable).

INCORRECT/FAULTY ITEM:

If you believe you have received an incorrect/faulty item, we will be happy to replace your item or offer a full refund (excluding any bank handling charges + exchange rates difference).

Please email us at info@therefinery.com.hk within 7 days of receipt, stating the problem + attach photos if possible.  A replacement will be sent where the item is still available. Under these circumstances, the shipping cost of the replacement will be covered by THE REFINERY.

Please email us at info@therefinery.com.hk before sending your exchange item.  Packages sent without first emailing us will not be accepted/refused upon delivery.  Please note that you are responsible for all the return cost + relevant customs taxes + duties (if applicable).

GENERAL:

  • Returns or exchanges received more than 7 days after the receipt date will not be accepted
  • We do not refund shipping fees + other miscellaneous fees associated with your order
  • Items must not be damaged
  • Items must be in new/original condition with all tags + packaging attached
  • Evaluation process may take up to 14 days from receipt
  • Online order returns or exchanges will not be accepted at our physical store location
  • Sale item(s) are not eligible for return or exchange
  • Store credits are non-transferable
  • Upon dispute, THE REFINERY  reserves the right to make the final decision on all return cases

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