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Return Policy

Returns and exchanges


This Returns Policy only applies to online purchases.


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 receiving the goods.


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 cs1@homeless.hk


Customers are permitted to exchange merchandise other than Excluded items (subject to Returns/Exchanges Conditions) for a equal or less value item based on stock availability.


Returns/Exchanges Conditions


Please refer to the following criteria as a guideline for our returns/exchange policy:


General

  1. The return merchandise in its original condition.
  2. All tags, certificates, warranties, care instructions, product labelling, authenticity cards, extra buttons, hangers, dust bags and boxes are intact and returned together with the merchandise.
  3. Sales/Discounted merchandise is not eligible for return.
  4. The merchandise does not fall within the category of “Excluded items” as defined below;
  5. The merchandise is in “Sellable Condition” as defined below;
  6. All returns will be refunded in through your original form of payment.
  7. Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or refund refused.
  8. 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.


Return merchandise should be posted to the following address with a completed return form:


Customer Care Department

homeless.hk

3/f, 15 Pak Sha Road

Causeway Bay

Hong Kong


Excluded items


No return or exchange will be accepted for the following;

Accessories (Jewellery , keychains, watches, umbrellas, sunglasses, pierced earrings)

Electronic devices

Books and prints (stickers, stationery)

Home (Candles, Toys)

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.



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 (in the case of shoes that the soles are not scratched and dirty); 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.

These website terms and conditions were last updated on 1 Jan, 2017