Returns Policy

RETURN & EXCHANGES

  1. Compliance with On Pedder Store Operations Policies 

Any customer who violates On Pedder Store Operations Policies which can be found at https://portal.LCJG.com/supplier for Hong Kong SAR, abuses On Pedder Returns Policy (below) (including without limitation demonstrating a high incidence of returns of merchandise (“Merchandise”) after purchase), or engages in inappropriate behaviour (including without limitation abuse of On Pedder staff), or illegal activities (including parallel importing or passing off of Merchandise purchased at On Pedder) may suffer the following consequences:

  • The customer may be blacklisted by On Pedder;
  • On Pedder may not accept future orders from the customer in-store and/or online;
  • On Pedder may decline the customer’s request to return or exchange any Merchandise;
  • If the customer is a holder of the Privilege Cards, he/she may be disqualified from the Privilege Programme; or
  • If the customer is not a holder of the Privilege Cards, he/she may be barred from joining the Privilege Programme.

The decision as to whether a customer has violated On Pedder Store Operations Policies or abused On Pedder Returns Policy (below) or engaged in inappropriate behaviour remains within On Pedder’s sole discretion and its decision shall be final. Suspected illegal activities will be referred to On Pedder’s legal department for further investigation and action.

 

  1. Returns or Exchanges

 

Unless otherwise stated, this Returns Policy applies to both in-store purchases and online purchases.

Merchandise may be exchanged (subject to stock availability) or returned within 7 days of purchase provided that: 

  • all tags, certificates, warranties, care instructions, product labeling, authenticity cards, extra buttons, hangers, dust bags and boxes (in the case of shoes) are intact and returned together with the Merchandise;
  • the original invoice is presented;
  • in the case of returns or exchanges of online purchases returned or exchanged in store, the order confirmation number of the online purchases is presented;
  • the Merchandise does not fall within the category of “Excluded Items” as defined below;
  • the Merchandise is in Sellable Condition as defined below; and
  • a completed returns form is presented.

Returns or exchanges outside 7 days of purchase or receipt of Merchandise (as the case may be) may be accepted at the sole discretion of On Pedder.

For online purchases, all returns must be sent to our On Pedder store at 1st Floor, New World Tower, 16-18 Queen’s Road Central, Central, Hong Kong via DHL Express at the customer’s own costs. Customers will take full responsibility for the returns if they do not send the Merchandise via DHL Express. On Pedder reserves the right to refuse returns that are not made via DHL Express.

IMPORTANT NOTE: Please include a completed returns form with your returned package so we can identify your order. Your returns form is included in your order. If you cannot locate your returns form, please contact our Customer Care team at customerservice@onpedder.com or +852 2118 3489.

 

  1. Sellable Condition 

“Sellable Condition” means 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 or soiled in any way. Without prejudice to the generality of the foregoing, the additional conditions below apply to specific categories of Merchandise: 

  • Shoes
    Shoes should be returned unmarked and in their original, undamaged shoe box and dust bag as this is considered part of the Merchandise. Shoes that are returned without a dust bag and box, in a damaged dust bag or box or with marked, scratched or dirty soles may not be accepted, and may be sent back to the customer.
  • Bags
    Bags should be returned in a new, unmarked, unused and undamaged condition with protective strips on hardware intact and dust bags if provided on delivery. 
  • Clothing
    Merchandise should be returned in a new, unmarked, unused and undamaged condition.
  • Beauty
    Skincare, cosmetics, hair care, fragrance, nail and aerosol products should be returned unused, unopened, in the original packaging.
  • Lingerie & Swimwear

Lingerie, men’s underwear, swimwear and all items of a similar nature should be tried on over underwear, without removing the protective adhesive strip. Returns or exchange will not be accepted if this strip has been removed or if items are soiled.

  • Hosiery
    These items are delivered in sealed packaging and should be returned seals intact and unopened otherwise they will not be accepted for return.
  • Limited-Edition Products and Books

As these items are highly collectible, returns will not be accepted if the protective cover and packaging have been removed.

  • CDs, DVDs, Videos, Tapes or other Recording media, Software, Digital Accessories, Luxury headphones, headsets, Men’s Luxury Accessories

These items are delivered in sealed packaging and should be returned with seals intact and unopened otherwise they will not be accepted for return.

The decision as to whether the Merchandise is in Sellable Condition remains within On Pedder’s sole discretion and its decision shall be final.

For returns of online purchases, if On Pedder receives a return that cannot be accepted, the customer has the option either to collect the Merchandise again from one of On Pedder Stores or to have the Merchandise re-shipped to the customer at his/her sole cost.

 

  1. Excluded Items

 

In-store Purchases

No return or exchange will be accepted for the following items which are defined as “Excluded Items” for purchases in store: Merchandise that is not in Sellable Condition; fine jewellery, vintage jewellery, watches, vintage watches, pillows, mattresses, fur, bespoke or made-to-measure Merchandise, custom orders, vintage Merchandise, antiques, unique and fragile Merchandise, Merchandise invoiced as “no refund” or “no return no exchange”, Pre-sale, Sale or Aged Stock Merchandise invoiced as “no return no exchange” or sold “as is”, perishable goods, including food, beverages, flowers, plants (including the vases/pots/vessels in which the flowers and plants are planted) and hampers, Apple Merchandise, Lane Crawford On Pedder Gift Cards (“Gift Card”), and items subject to Environmental Levy on Plastic Bags.

  

Online Purchases

No return or exchange will be accepted for the following items that are defined as “Excluded Items” for purchases online: goods that are not in Sellable Condition, perishable goods including food, beverages, flowers, plants (including the vases/pots/vessels in which the flowers and plants are planted) and hampers, items subject to Environmental Levy on Plastic Bags and any other item excluded from return or exchange for online purchases by prevailing laws from time to time.


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 full refund as appropriate within the circumstances at the sole expense of the Supplier. On Pedder will use its best efforts to secure such repairs or refund on behalf of the customer but accepts no liability whatsoever howsoever arising for the defective items supplied by the Supplier.

 

  1. Refunds

In On Pedder’s sole discretion, the original purchase amount will be credited to the credit/debit card used by the customer for purchase of the Merchandise or any designated account in the same name of the customer for all refunds for in-store and online purchases (as the case may be).
For refunds for online purchases, initial shipping, taxes and duties will not be refunded unless the Merchandise is defective in which case a full refund will be made subject to inspection and compliance with the policy under “Return of Defective Merchandise” below.


Refunds for Merchandise purchased with a Gift Card will be credited back to the existing Gift Card of the customer. Cash refunds are not available for either in-store or online purchases.


If any voucher has been redeemed for any in-store or online purchase, only the transaction amount net the value of the voucher will be refunded.

 

  1. Return of Defective Merchandise

For in-store purchases, any Defective Merchandise must be presented at the relevant counter of purchase at On Pedder with the original invoice within 7 days of purchase and must be photographed by On Pedder staff on receipt and return to the customer. Customers must sign a waiver to indicate their acceptance that On Pedder assumes no liability in respect of the Defective Merchandise but will present it for inspection to the Supplier or an independent third party for assessment. This procedure is known as the “in and out waiver” procedure.


For online purchases, customers should contact On Pedder in respect of any Defective Merchandise immediately by contacting the Customer Care team at customerservice@onpedder.com or +852 2118 3489. Shipping, tax and duties on the Defective Merchandise will not be charged. On Pedder reserves the right to request photographic support regarding Defective Merchandise before authorising a return. If requested, the customer shall sign a waiver to indicate their acceptance that On Pedder assumes no liability in respect of the Defective Merchandise but will present it for inspection to the Supplier or an independent third party for assessment.

 

  1. Repairs

Customers may present Merchandise that has been damaged after purchase for repair by the Supplier at the customer’s sole cost provided that the customer agrees to accept On Pedder’s “in and out waiver” procedure pursuant to which the customer signs a waiver to indicate their acceptance that On Pedder assumes no liability in respect of the damaged Merchandise but will present it for inspection to the Supplier for assessment for repair and quotation for the customer’s approval and at the customer’s sole cost. On Pedder will only undertake repairs requiring replacement of spare parts for current season Merchandise purchased from Ladies Shoes and Accessory departments.

 

  1. Exchanges

Unless as otherwise set out under the applicable laws and regulations, customers are permitted to exchange Merchandise other than Excluded Items (for in store purchase) for a different size in the same colour and style based on stock availability. If the customer selects Merchandise of lower value than the original Merchandise purchased then in On Pedder’s sole discretion, the price difference will be credited to the credit/debit card used by the customer for purchasing the Merchandise or any designated account in the same name of the customer (as the case may be).


For exchanges of online purchases, shipping, taxes and duties on size-exchange replacements will not be charged after the initial delivery.

 

  1. Gift Returns

Merchandise that has been purchased as a gift (“Gift”) may be exchanged or returned within 7 days of purchase provided that:

  • all certificates, warranties, care instructions, product labeling, dust bags and boxes (in the case of shoes) are intact and returned together with the Gift;
  • the original gift receipt is presented;
  • the Gift is in Sellable Condition; and
  • the Gift does not fall within the category of Excluded Items. 

Returns or exchanges outside 7 days of purchase shall be accepted in the sole discretion of On Pedder.


In On Pedder’s sole discretion, the original purchase amount will be credited to the Paypal account or credit/debit card (as the case may be) used by the customer for purchase of the Gift or any designated account in the same name of such customer for all refunds for in-store and online purchases (as the case may be).

 

  1. Returns and Exchanges of Merchandise Purchased in Store and Delivered to Customers

To return or exchange Merchandise that have been delivered at a pre-arranged delivery time, for example large or bulky goods or furniture, please contact our Customer Care team at customerservice@onpedder.com or +852 2118 3489 to arrange collection or replacement. On Pedder reserves the right to make a charge of up to HKD1000 (or such other amount at its sole discretion) to cover the collection cost, which will be deducted from the amount to be refunded, except when the Merchandise is defective. Customers will be notified of this amount at the time of cancellation.

 

  1. Contact Us

Please contact Customer Care team at customerservice@onpedder.com or +852 2118 3489 regarding questions about this Returns Policy.