Question? Answers.

In case of damage of purchased goods, you can request refund by contacting our customer service within 7 days of goods received. If the refund request is approved, we shall refund you in different ways according to the payment method of your order, please refer to the related Q&A on this page. The Rewards redeemed entirely by “Base Clubpoints” & merchandises purchased at Club Hope are non-refundable. In case of damage, please contact our customer service at (852) 183 3900.

No, we do not accept change of mind return. Please also refer to the product detail page to see the terms and conditions related to the return of the specific item.

If the items you ordered is out of stock or it is faulty, defective or damaged (with no fault on your part), we will refund to you according to the principles below:

Principles:
a)    If the entire transaction was paid with only one payment method, we will refund to you by your original payment method (except FPS).

b)    If the price of the returned product includes “Base Clubpoints”, “Base Clubpoints” will be refunded in Clubpoints.

c)    Aside from the amount of “Base Clubpoints” (see Principle b above), if the transaction was paid with more than one payment method, we will refund to you according to the following arrangement: Cash (VISA/Mastercard, UnionPay, Tap & Go, AlipayHK, Octopus, WeChat Pay, PayMe, BoC Pay or FPS) -> Clubpoints -> The Club Cash Voucher -> The Club coupon. Starting with cash, when the refund amount for each payment method is equal to the amount/quantity you paid with that payment method in the transaction, the refund will be processed by the next method in the sequence until the entire refund is completed. If you did not pay with certain payment methods in the sequence during the transaction, the payment method will be skipped to the payment method you used during the transaction.

d)    If the transaction is paid by PromptPay via FPS QR code, if the customer holds a Hong Kong bank account, the refund will be returned to customer by cheque. If the customer does not have a Hong Kong bank account, we will issue a The Club Cash Voucher equal to the refund amount to the customer's The Club membership account for refund.

e)    If the refund is issued with The Club Cash Voucher or The Club coupon, the validity period of the The Club Cash Voucher or The Club coupon is 3 months from the date of issue.

*“Base Clubpoints” refers to the portion indicated in the item price where Clubpoints must be used to settle the payment.
*The “Base Clubpoints” refunded are the same as regular Clubpoints.

Examples:
a)    The transaction is paid by VISA/Master and Clubpoints, the amount of refund item is not paid by “Base Clubpoints”:
Example 1: You purchased item A (HK$200) and item B (HK$250) in the same order, then order total amount is HK$450, you checkout by 1500 Clubpoints (equivalent to the value of HK$150) & credit card HK$300. In case item A (HK$200) need to be refunded, we will refund HK$200 through your credit card.

Example 2: You purchased item A (HK$200) and item B (HK$250), total amount is HK$450, you checkout by 3000 Clubpoints (equivalent to the value of HK$300) & credit card HK$150. In case item B (HK$250) need to be refunded, we will refund HK$150 to your credit card and return 1000 Clubpoints (equivalent to the value of HK$100) to your account.

b)    The transaction is paid by VISA/Master and Clubpoints, the amount of refund item is paid by “Base Clubpoints”:
Example 1: You purchased item A (100 “Base Clubpoints” + HK$200) and item B (HK$250) in the same order, then order total amount is “Base Clubpoints” + HK$450, you checkout by 1500 Clubpoints (equivalent to the value of HK$150) & credit card HK$300 to settle the amount $450. In case item A (100 “Base Clubpoints” + HK$200) need to be refunded, we will return 100 “Base Clubpoints” to your account and refund HK$200 through your credit card.

Example 2: You purchased item A (100 “Base Clubpoints” + HK$200) and item B (HK$250) in the same order, then order total amount is 100 “Base Clubpoints” + HK$450, you checkout by 3000 Clubpoints (equivalent to the value of HK$300) & credit card HK$150 to settle the amount $450. In case item A (100 “Base Clubpoints” + HK$200) need to be refunded, we will return 100 “Base Clubpoints” to your account, refund HK$150 to your credit card and return 500 Clubpoints (equivalent to the value of HK$50) to your account.

c)    The transaction is paid by The Club coupon:
Example: You purchased item A (HK$100), then order total amount is HK$100, you checkout by HK$100 The Club  coupon. In case item A (HK$100) need to be refunded, we will issue a new HK$100 The Club coupon to you.

d)    The transaction is paid by VISA/Master, Clubpoints and The Club coupon:
Example: You purchased item A (HK$50) and item B (HK$850), then order total amount is HK$900, you checkout by HK$600 The ClubClub  coupon, 1500 Clubpoints (equivalent value to HK$150) & credit card HK$150 to settle the amount $900. In case item B (HK$850) need to be refunded, we will refund HK$150 to your credit card, 1500 Clubpoints (equivalent value to HK$150) to your account, issue a new 550 The Club coupon to you.

e)    The transaction is paid by The Club Cash Voucher:
Example: You purchased item A (HK$500) , then order total amount is HK$500, you checkout by HK$500 The Club Cash Voucher. In case item A (HK$500) need to be refunded, we will issue a new HK$500 The Club Cash Voucher to you.

f)    The transaction is paid by VISA/Master, Clubpoints, The Club Cash Voucher and The Club coupon:
Example: You purchased item A (HK$50) and item B (HK$850), then order total amount is HK$900, you checkout by HK$500 The Club cash voucher, HK$100 The Club coupon, 1500 Clubpoints (equivalent value to HK$150) & credit card HK$150 to settle the amount $900. In case item B (HK$850) need to be refunded, we will refund HK$150 to your credit card, 1500 Clubpoints (equivalent value to HK$150) to your account, issue a new HK$500 The Club Cash Voucher to you and issue a new HK$50 The Club  coupon to you.

g)    The transaction is paid by PromptPay via FPS QR code:
Example: You purchased item A (HK$100), then order total amount is HK$100, you checkout by PromptPay via FPS QR code. In case item A (HK$100) need to be refunded and the customer holds a Hong Kong bank account, we will issue a HK$100 cheque to you. In case item A (HK$100) need to be refunded and the customer does not have a Hong Kong bank account, we will issue a HK$100 The Club Cash Voucher to you.

The above examples are for general reference only. You may contact our customer hotline for details.

Yes. We may request photos or videos of the product before it is returned.

If the damaged item is part of a product / bundle, the whole product / the entire bundle has to be returned.

Club Shopping does not provide repair service. Suppliers of the product may or may not provide warranty or repair service for their products. Please refer to the "product details" page to see if a warranty or repair service is available. Please contact the supplier for further details.

Just follow these five easy steps:

1. Check if your return is considered a valid return according to Club Shopping’s Return Policy;
2. Contact our Customer Services through our “Contact Us” Page.
3. Upon receipt of your return request, our customer services representatives will arrange the product returned to us by our or merchants’ collection service.
4. Please insert the Delivery Note in the parcel to be returned to Club Shopping and pack the return product(s) securely to avoid damage during transportation.
5. Your parcel will be picked up by our or merchants’ courier.

If Club Shopping accepts your return request, Club Shopping will arrange for the collection of the products from you without any charge to you. However, Club Shopping reserves the right to charge you for a HK$100 or such amount as Club Shopping sees fit administrative fee if any return request is unfounded or malicious.

Yes, the original delivery fee for the returned product will be refunded, provided that the returned product was the only item in the original shipment. If there are more than one item in order, delivery fee for that shipment will not be refunded even though we have accepted your refund request for one of the items in that order.

Once your refund request is accepted and the quality of the returned product is evaluated, the refund will be processed after:

1. approximately 10-20 working days (For VISA / Mastercard / UnionPay / Tap & Go Mastercard card / Tap & Go UnionPay card / Alipay HK / Octopus / Wechat Pay / PayMe / BoC Pay / Clubpoints);
2. approximately 30-45 working days (applicable to transaction invoice paid by Interest-free monthly instalment option / other Tap & Go payment methods / FPS (including payment via FPS QR code and PromptPay)). The actual time required for refund may vary based on the different banking services involved.
   
   For Octopus refund: Customer will receive a notification via the Octopus App, check for notification messages and follow the instruction to collect the refund.
   
   For Octopus Wallet refund: The refund amount will be credited directly to Customer's Wallet. Customers will receive relevant notification or can view this record in the monthly statement in the Wallet section of the App.
   
   For FPS refund: For orders consisting of products from a single merchant and subject to a full refund within 30 days from the date of purchase, the refund will be returned to customer's FPS account of transaction. If the order is partially refunded, or the order consists of products from more than one merchant, or the order is refunded after 30 days from the purchase date, the refund will be returned to customer by cheque. Customer must provide us their full name and Hong Kong mailing address via email. We will issue a cheque payable to the customer's full name and mail it to the customer by post. The risk of mailing error is borne by the customer. Customer will be deemed to have received the cheque 48 hours after we have mailed the cheque to the customer's address. The customer can contact us for follow-up if they have not received the cheque 45 days after providing the address.
   
   For FPS (paid by PromptPay via FPS QR code) refund: If the customer holds a Hong Kong bank account, the refund will be returned to customer by cheque. Customer must provide us their full name and Hong Kong mailing address via email. We will issue a cheque payable to the customer's full name and mail it to the customer by post. The risk of mailing error is borne by the customer. Customer will be deemed to have received the cheque 48 hours after we have mailed the cheque to the customer's address. The customer can contact us for follow-up if they have not received the cheque 45 days after providing the address. If the customer does not have a Hong Kong bank account, we will issue a The Club Cash Voucher equal to the refund amount to the customer's The Club membership account for refund.

No. If the order is paid with interest-free monthly instalment option, partial refund is not accepted. However, if Customer wishes to keep some of the item(s) of the order and does not need to seek for a refund in respect of such item(s), customer must:

1. return the item(s) that need to be refunded; and
2. place a new order and pay for those item(s) that do not need to be refunded

Once we have received the item(s) that need to be refunded, the quality of the returned item(s) is evaluated such that we have accepted the item(s) as a valid return and have received the full payment of the new order for the item(s) that customer does not need to be refunded, we will then refund the full amount of the entire order to customer. For requirements and information on returns and refunds, please refer to Club Shopping’s Terms and Conditions of Sale (https://shop.theclub.com.hk/terms-and-conditions) and relevant Q&As on this page.