Return Policy

EXCHANGE & REFUND POLICY FOR ONLINE E-SHOP of VAN GOGH SENSES LIMITED (“VGS”)


A. Definitions

Excluded items
“Excluded Items” shall mean items which are non-returnable or non-exchangeable. Accessories such as flowers, jewelries, watches, and umbrellas, books and prints items including stickers and stationery, home accessories such as candles and aroma oil, purchase items with promotional code applied, sales items, bottled beverages, food and confectionary are excluded items.

Saleable Condition
“Saleable Condition” shall mean that the item is (i) in its original packaging condition with the original labels, price tags and return tags remained attached and (ii) unworn, unused, unwashed and unaltered and (iii) in the same original condition that it was sold by VGS and (iv) is not damaged in any way.

Store Credit
“Store Credit” is the discount offered by VGS to a Customer who returns item which is not eligible for a refund. It can be used by Customer for the purchase of other item at the stores of VGS.

 

B. Order, Delivery and Payment of Items

    1. The transaction of the sale of the Items shall take place as follows. Customers shall send to VGS a request to purchase item from the vangoghsenses.com/eshop/ (“the Website”) via contact information and/or shopping basket and/or enquiry basket on the pages of the Website and shall at that time send remittance by mail or make payment by Credit Card or financial institutions to VGS.

 

    1. Upon receipt of the remittance for any Items, VGS shall send a confirmation by email to the Customer for the delivery of the Items to the address designated by the Customer (“the Designated Address”).

 

    1. If the Items cannot be delivered to the Designated Address and thereby returned to VGS for whatever reasons, VGS shall have right to charge the Customer for any additional costs incurred for re-delivery to any other addresses designated by the Customer.

 

    1. VGS will try its best endeavours to ensure sufficient inventory to cover the sales of items through the Website but no guarantee will be deemed to be provided by VGS.

 

    1. Items shall be available upon the order placed by the Customer. Following the receipt of the orders of Customer received through the Website, the delivery to the customers will be made within seven (7) days of order placement for local delivery within Hong Kong. The time of delivery of the Items to the Customer is not of the essence. Placing of overseas order or delivery through the Website is currently not available.

 

    1. VGS shall not liable for any damages incurred by the storage or delivery of the Items to Customer.

 

  1. Unless the Customer notifies VGS by email to the contrary on the date of receipt, the Item shall be deemed to have accepted by Customer as being IN GOOD CONDITION.

 

C. Exchange and Refund Policy and the Criteria

    1. All transactions entered into between VGS and the Customer for the sale of the Item on the Website shall be entered into on the basis of VGS’s exchange and refund policy set out herein. All return and exchange of Item sold on the Website shall also be governed by these policies. These Policies may be amended without notice from time to time at VGS’s absolute discretion.

 

    1. Subject to the terms and conditions stated in this Policy and subject to verification and confirmation by VGS of the condition of the sold items, VGS agrees to accept the return of sold items within ten (10) days from the date of the receipt of the same by the Customers. Refund will be made in the form of Store Credit only.  Customers are welcome to exchange sold item for any in-stock item of equal or lesser value within ten (10) days from the date of receipt of the sold item.

 

    1. Request for return or exchange (as the case may be) of items beyond the time limit of ten (10) days from the date of receipt may only be accepted at the sole and absolute discretion of VGS.

 

    1. The Customer shall contact VGS through the email within ten (10) days of receipt and before the delivery of his/her Returned Item with the reason of Return stated and shall attach relevant photos as evidence if possible.

 

    1. Returned item should be delivered in person to and exchange of Items shall be done at the following stores address of VGS. VGS shall take seven (7) working days to process the request for refund or exchange (excluding delivery time).
      Shop 208, 1881 Heritage, 2A Canton Road, Tsim Sha Tsui, Kowloon, Hong Kong OR
      Shop 01-G03, G/F, Block 01, Tai Kwun, 10 Hollywood Road, Central, Hong Kong

 

    1. It is the responsibility of the Customer to deliver in person the returned / exchanged Items back to VGS at the addresses in Paragraph 12 above. VGS will not pick up any returned / exchanged Item.

 

    1. If the item that the Customer offers for exchange is out of stock, Store Credit will be given instead. The amount of the Store Credit shall be equivalent to the purchase price paid by the Customer only. Each item sold under the Order can only be exchanged once. No further exchange or Store Credit will be given for the exchanged items.
    2. To be eligible for return and exchange of sold items, the item shall not fall within the category of “Excluded Items” and shall also be under “Saleable Condition” as both defined in Section A.|

 

    1. No Return or Exchange will be accepted for the Excluded Items. The only exception permitted in the case of Excluded items is in the case of faulty or damaged items (“Defective Item”). In this case the Defective Item will be returned to the Supplier or for independent assessment by a third party to determine whether the Item is defective. Item which was damaged as a result of fair, wear and tear will not be accepted as Defective Item. If the item is determined to be Defective Item by VGS, the Customer shall be entitled to a full refund in the form of Store Credit.

 

    1. VGS will use its best efforts to secure such repairs from the Supplier for and on behalf of the Customer but shall accept no liability whatsoever howsoever arising from the Defective Item supplied by the Supplier.

 

    1. The decision or interpretation as to whether the Item is an Excluded Item or in Saleable Condition shall remain with the sole and absolute discretion of VGS. The decision of VGS shall be final and conclusive.

 

    1. If VGS receives a request for return of Item that cannot be accepted, the Customer shall have the option of either to collect the Item from one of the stores of VGS or to have the item re-delivered to the Customer at his/her sole costs and expenses.

 

    1. The Returned Item shall be in its original condition and shall be accompanied by the Original Invoice issued by VGS.

 

    1. All tags, certificates, warranties, care instructions, product labeling and boxes shall remain intact and shall be returned together with the item for return or exchange.

 

    1. Sales / Discounted item are not eligible for return or exchange.

 

    1. Returned Item that are damaged or spoiled may not be accepted for return or exchange. No Refund for the item in form of Store Credit will be entertained.

 

    1. The Customers shall be responsible for all the fees, relevant customs taxes and duties (if applicable) involved for the Return of the Items.

 

    1. VGS does not assume any liability for the materials, information and opinions provided on, posted to, or otherwise available through, the Website. To the fullest extent permitted by the laws of Hong Kong SAR, VGS excludes and disclaims any liability for direct or indirect loss or damages resulting from the use of the Website, or the content contained thereon.
    2. In the event of inconsistency between any term and condition of the Sale of Items between VGS and the Customer and the terms and conditions contained herein in this policy, the Terms and Conditions contained herein shall prevail.

 

    1. In the event of dispute over the contents and interpretation over the terms and conditions of this Exchange & Refund Policy, VGS reserves the right to make the final decision on all return and exchange cases.

 

    1. VGS reserves the right at any time to vary, modify, delete any or all of the terms and conditions contained herein or add new items to this Return and Exchange Policy. The Customer should check these terms and conditions periodically for changes and in particular, before submitting any order through the Website. If at any time the Customer chooses not to accept these terms and conditions, he or she shall not place any order through the Website.

 

    1. This Return and Exchange Policy is governed by the laws of Hong Kong Special Administrative Region of the People’s Republic of China. The courts of Hong Kong shall have non-exclusive jurisdiction to hear and determine any suit, action or proceedings, and to settle any dispute, which may arise out of or in connection with this Policy.