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1.0 Returns and exchanges
This Returns Policy only applies to online purchases.
1.1 Exchanges
Should you wish to exchange/return your merchandise please refer to the guideline below and email us explaining the reason for your exchange/return request. Merchandise may be exchanged or returned within 10 days of receipt and refund in the form of store credit.
Exchanges/returns will be processed upon receipt of the regarding merchandise. Acknowledgement of receipt will be sent electronically following the evaluation process, stating the outcome and whether the item is eligible for exchange, refund or credit.
Packages sent without first contacting us will not be accepted.
Should you need to contact us about any questions please email us at info@homeless.hk
Customers are permitted to exchange merchandise other than Excluded items (subject to Returns/Exchanges Conditions) for a different size in the same colour and style based on stock availability. If a different size is unavailable then an alternative style and colour may be considered. If the customer selects merchandise of lower value than the original merchandise purchased then a cash coupon will be issued.
1.2 Returns/Exchanges Conditions
Please refer to the following criteria as a guideline for our returns/exchange policy:
General
Include our return form and the return merchandise in its original condition.
All tags, certificates, warranties, care instructions, product labelling, authenticity cards, extra buttons, hangers, dust bags and boxes (in case of shoes) are intact and returned together with the merchandise.
Sales/Discounted merchandise is not eligible for return.
The merchandise does not fall within the category of “Excluded items” as defined below;
The merchandise is in “Sellable Condition” as defined below;
All returns will be refunded in through 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.
Upon dispute, homeless.hk reserves the right to make the final decision on all return cases.
Returns or exchanges outside 10 days of receiving the goods (as the case may be) may be accepted at the sole discretion of homeless.hk.
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 homeless.hk. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.
For furniture or large size item, please allow up to 7 working days for us to pick up at the original shipped address (additional $200 handling fee may be occurred)
Return merchandise should be posted to the following address with a completed return form:
Homeless Limited
6B, Shui Ki Industrial Building,
18 Wong Chuk Hang Road
Wong Chuk Hang, Hong Kong
1.3 Excluded items
No return or exchange will be accepted for the following;
The only exception permitted in the case of Excluded items is in the case of faulty or damaged items (“Defective merchandise”). In this case the merchandise will be returned to the supplier or for independent assessment by a third party to determine whether the merchandise is defective. 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 repair or a full refund as appropriate within the circumstances at the sole expense of the supplier. homeless.hk will use its best efforts to secure such repairs or refund on behalf of the customer but accepts no liability whatsoever howsoever arising from the defective items supplied by the supplier.
1.4 Sellable Condition
“Sellable condition” means that that the merchandise is still in its original packaging with the original labels, garment tags, price tags and return tags still attached; that the merchandise is unworn, unused, unwashed, unaltered and in the condition originally sold; and that the merchandise is not damaged in any way.
The decision as to whether the merchandise is in Sellable Condition remains within homeless.hk’s sole discretion and its decision shall be final.
If homeless.hk receives a return that cannot be accepted, the customer has the option either to collect the merchandise from one of our stores or have the merchandise re-shipped to the customer at his/her sole cost.
1.5 Cash Coupon
In the event that a customer is entitled to a Gift Card it will be given via email by our Customer Care department.
Gift card can only be used online at homeless.hk
Gift card can only be used on orders associated with your original account. This means, cash coupons cannot be transferred to another person or account.
Gift card are provided to you when purchased items have been returned and the return is eligible for a cash coupon.
Purchase amounts that exceed the value of the Gift card will require an additional method of payment for the balance due.
1.6 Replacement or Exchange
Goods sold are not refundable. Exchange with receipt is allowed within 7 days if your purchases (for the same item, and where still available) for products are:
- damaged at the time of delivery or faulty due to no fault on your part: or
- incorrectly shipped because of an error on our part.
To replace or exchange an item described above, you must retain the sales invoice and notify us by email at info@homeless.hk within 7 days from the date of delivery of the goods to you specifying the reasons for the exchange. Requests for exchanges received by us outside this time frame may be accepted at our discretion only.
Please Note: Tailor-made items, displayed items, defective items, discounted items, promotional items, breakable items, or items damaged through normal wear and tear cannot be returned, exchanged or refunded at any time.
1.7 Cancellation
Under normal circumstances we do not allow the cancellation of an order after the order has been submitted. Please contact info@homeless.hk immediately if there is a specific reason for cancellation.
For further information please email info@homeless.hk.
