Goodwill Return Policy

Customers who purchase products from ITeSHOP may return the products within 7 days from the date of receipt (restricted to China-Hong Kong 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.

A non-returnable item, once purchased, cannot be returned, refunded, or exchanged. ITeSHOP’s non-returnable items include:

Please note that this is not an all-inclusive list, and may be subject to change at any time. If you have a non-returnable item that arrived defective or damaged, please contact our Customer Care team.

Excluding non-returnable items, ITeSHOP shall only accommodate your return request if it falls within any one of the following circumstances:

1. The product has any manufacturing defects;

2. The colour, design model and materials of products are materially inconsistent with the products description at the Website;

3. The product is purchased with wrong size or does not fit you;

4. There is a manifest error in the delivery process;

5. You dislike the product;

6. You have purchased a wrong product;

7. 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;

8. 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.

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:

1. 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;

2. Products that belong to Non-Returnable Items;

3. 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;

4. Products with loose threads or crackings due to external scratches by hard objects, or internal wear and tear;

5. Damaged products caused by usage;

6. Damaged products due to improper wash;

7. Products with colour fading due to display;

8. Products with unclean appearance;

9. Products with a seal where the seal is broken;

10. Non-ITeSHOP products;

11. Products not sold at ITeSHOP;

12. Any other cases that ITeSHOP deems reasonable and fair after considering all the factors in which ITeSHOP’s discretion is final and absolute.

(A) Standard Delivery

1. 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.

2. 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.

(B) Returns in Store