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
THE REFINERY offers free delivery worldwide.
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Shipping zones
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Free shipping
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Purchases over HKD1000 quality for free courier shipping using FedEx or DHL
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Hong Kong
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Up to 2 business days using Hong Kong Post
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Next day courier using SF Express
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China + Macau
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Up to 4 business days using SF Express
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SF Express
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Asia Pacific (Including Australia)
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Up to 8 business days using Hong Kong Post
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Up to 4 business days
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North America (USA + Canada)
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Up to 9 business days using Hong Kong Post
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Up to 4 business days
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Europe
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Up to 9 business days using Hong Kong Post
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Up to 4 business days
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Rest of the World
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Up to 14 business days using Hong Kong Post
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Up to 7 working days
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International orders will be shipped using the Hong Kong Post delivery service unless the order is subject to a FedEx or DHL courier upgrade.
Courier Upgrade
For shipping addresses outside Hong Kong + China with a purchase value under HKD1000, we offer an upgrade to courier delivery for HKD100.
Free Courier Upgrade
For orders (excluding Hong Kong + China) above HKD1000, we will deliver your order with FedEx or DHL for free.
Delivery Times: Hong Kong + China
In Hong Kong + Mainland China, orders are delivered 6 days a week, excluding Sundays and statutory Public Holidays.
Delivery Times: Rest of the World
Orders are delivered Monday to Friday, subject to the delivery times in your country.
Delivery times are subject to change without prior notice.
Please note that in some cases your local customs office may require additional documents + time to have your package cleared. During such instances, orders may be delayed due to customs clearance.
Import Taxes & Duties
Please note that import taxes, duties + related customs fees may be charged once the parcel arrives at the destination country.
These charges are determined by the customs office of the regarding destination. Payment of these charges + taxes is the responsibility of the recipient and will not be covered by THE REFINERY.
