Return and Refund

I. Return policy

1. Goodwill Return Policy
Customers who purchase products from ITeSHOP may return the products within 7 days from the date of receipt (restricted to Hong Kong SAR only), provided that the products and the packaging are in their original conditions when they are returned, with all accessories intact (hand tags must be uncut, and products must be unused and unwashed. The return labels shall be intact) and that with your valid payment record. No returns will be allowed if the labels or hand tags are removed, damaged or lost. Unless there is a quality problem, no returns will be allowed after 7 days from your receipt date of the products. ITeSHOP shall have the final and absolute discretion as to whether the Goodwill Return Policy applies.

2. Your Return Request
ITeSHOP shall only accommodate your return request if it falls within any one of the following circumstances :
(a) The product has any manufacturing defects;
(b) The colour, design model and materials of products are materially inconsistent with the products description at the Website;
(c) The product is purchased with wrong size or does not fit you;
(d) There is a manifest error in the delivery process;
(e) You dislike the product;
(f) You have purchased a wrong product;
(g) You receive a product flawed or with any quality defects. Such product may be returned only in accordance with the return procedure for defective products and will be subject to additional limitations;
(h) For some specific offers / promotion events, a full return and refund on the entire order is required for all of the discounted or promotional products purchased during the offer / event. You have to return all the discounted or promotional products under the discounted, promotional or special purchase (including without limitation, buy-1-get-1, buy 3 pay 2, free gifts, premiums, other promotional sale). No partial return and refund of those discounted or promotional products will be accepted. Under all circumstances, you must ensure that the returned products are unused, returned in the original packaging, hang tags, protective coverage, and in a re-saleable condition. You should also keep your postal receipt as proof of sending the returned products to us.

3. Exclusion from our Goodwill Return Policy
Notwithstanding any contrary provisions herein contained, it is expressly stated that the followings will be excluded from our Goodwill Return Policy in which event we will not be able to process your returns and refund requests :
(a) Products not meeting the criteria for our “Goodwill Return Policy”, e.g. when you make your return request for longer than 7 days after the date of purchase; when you cannot prove your purchase payment; or when the labelling or hand tags are missing; when the Products are not in the re-saleable condition;
(b) Gift, underwear, bra accessories, swimwear, socks, beauty and cosmetic items, ear-rings;
(c) Products that have been improperly used, including without limitation, having touched extremely damp objects, chemicals, gasoline, paint, detergent, solvent, or cooking oil, or having been overheated;
(d) Products with loose threads or crackings due to external scratches by hard objects, or internal wear and tear;
(e) Damaged products caused by usage;
(f) Damaged products due to improper wash;
(g) Products with colour fading due to display;
(h) Products with unclean appearance;
(i) Products with a seal where the seal is broken;
(j) Non-ITeSHOP products;
(k) Products not sold at ITeSHOP;
(l) Any other cases that ITeSHOP deems reasonable and fair after considering all the factors in which ITeSHOP’s discretion is final and absolute.

4. Delivery Costs for Returns
Standard delivery
(a) For our Goodwill Return Policy (that must be made within 7 days from your receipt of the products), the delivery costs of the return shall be borne by the customer.
(b) For the return request caused by quality problems, the delivery costs shall be borne by ITeSHOP. After informing our customer care team on the quality problems, you should contact the courier company to arrange the return of the products within 7 days from your receipt date of the same. You are requested to settle the delivery costs first. No return parcel marked “Freight on delivery” will be accepted. In all circumstances, a HK$30.00 electronic coupon will be given to you as reimbursement for the delivery costs of the return.

Returns in Store
Free of charge

II. Return Procedures

Return via Standard Delivery
Return requests may be processed upon the presentation of your ITeSHOP purchase list and by following the procedures stated below:
(a) Send a return request via ITeSHOP;
(b) Send your returned product(s) back to us;
(c) ITeSHOP to perform a standard product inspection;
(d) ITeSHOP to issue a refund should the product(s) be in a satisfactory condition and that you have fully complied with the Terms and Conditions.

Free Return in-store service
For I.T stores (I.T products only)
Return requests may be processed upon the presentation of your ITeSHOP purchase list and by following the procedures stated
(a) Send a return request via ITeSHOP;
(b) Bring your returned product(s) to one of I.T designated stores;
(c) I.T to perform a standard product inspection;
(d) I.T to issue a refund should the product(s) be in a satisfactory condition and that you have fully complied with the Terms and Conditions.

For i.t and :CHOCOOLATE stores (I.T, i.t & :CHOCOOLATE products)
Return requests may be processed upon the presentation of your ITeSHOP purchase list. These stores will only act as your return parcel drop off point. To complete your returns request, please follow the procedures stated below:
(a) Send a return request via ITeSHOP;
(b) Bring your returned product(s) to any of our designated i.t or :CHOCOOLATE stores;
(c) Product(s) to be transferred to our inspection center for standard inspection;
(d) ITeSHOP to issue a refund should the product(s) be in a satisfactory condition and that you have fully complied with the Terms and Conditions.

III. Refund Instructions

Standard Delivery
1.Upon receipt of your returned products, ITeSHOP shall perform a standard product inspection. We shall process your return request should the product be in a satisfactory condition and that you have fully complied with the Terms and Conditions.
2.Refund (if any) will be processed to you in the same payment method used for the purchase within 5 to 10 business days, depending on your bank of choice.
3.In case of dispute, ITeSHOP’s decision shall be final and binding.

Return in Store
For I.T store (I.T products only)
1.Upon receipt of your returned products, the selected store shall perform a standard product inspection. We shall process your return request should the product be in a satisfactory condition and that you have fully complied with the Terms and Conditions.
2.Refund (if any) will be processed to you in the same payment method used for the purchase within 5 to 10 business days, depending on your bank of choice.
3.In case of dispute, ITeSHOP’s decision shall be final and binding.

For i.t and :CHOCOOLATE stores (I.T, i.t & :CHOCOOLATE products)
1.Upon receipt of your returned products, the same will be sent to ITeSHOP for a standard product inspection. We shall process your return request should the product be in a satisfactory condition and that you have fully complied with the Terms and Conditions.
2.Refund (if any) will be processed to you in the same payment method used for the purchase within 5 to 10 business days, depending on your bank of choice.
3.In case of dispute, ITeSHOP’s decision shall be final and binding.

IV. Address for the Return

Our Address: 12/F, Block B Vita Tower, 29 Wong Chuk Hang Road, Wong Chuk Hang, Hong Kong
Recipient: ITeSHOP Return Team
Phone number: 800 969 032

V. Disclaimer

1. If the return request is made due to the quality problem (that the products have been damaged or used), we reserve our right to retain an external surveyor firm or our internal quality-control team to conduct the examination and certification. ITeSHOP’s decision is final and binding in this regard.
2. Refunds will be processed according to the same payment prices and conditions applicable at the time of purchase. Discounts, coupons and delivery costs, etc., will not be refunded.
3. For returns due to reasons besides quality problems, please ensure that the return labels of the products are intact. No returns will be entertained if the labels are removed, damaged or lost.
4. If you choose to return any products to ITeSHOP, we will not be liable for any loss or damage to them in the course of transit and so we recommend you to retain a reliable courier company. If the returned products are lost or damaged during the transit, ITeSHOP may ask you to indemnify such loss or damage and may not arrange any refund to you.

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