How to Refund?

Just follow these five easy steps:

• 1. Check if your return is considered a valid return according to The Club’s Return Policy;
• 2. Contact our Customer Services through our “Contact Us” Page.
• Upon receipt of your return request and confirmed, 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 The Club 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 The Club accepts your return request, The Club will arrange for the collection of the products from you without any charge to you. However, The Club reserves the right to charge you for a HK$100 or such amount as The Club sees fit administrative fee if any return request is unfounded or malicious.

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. The relevant delivery fee for the returned product will be refunded if your return request is accepted by The Club, provided that the returned product is the only item in the order. 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.