How to Return?

 

Return Policy

What is Club Shopping return policy?

In case of damage of purchased goods, redeemed Rewards and merchandises purchased at Club Hope, you can request return by contacting our customer service representative within 7 days of receipt of shipment. Once the return request is approved, we shall act in according to different circumstance to refund to you by original payment method, Clubpoints or Club Shopping coupon.
The redeemed Rewards & merchandises purchased at Club Hope are non-refundable,In case of damage, please contact our customer service at :(852)183 3900

Will Club Shopping ask me for the reasons for return?

Yes, our customer services representatives might ask you to provide a photo/video of the product and we only accept the following valid reasons:

  • (a) purchased product is damaged/defective; or
  • (b) not the product you ordered

Can I return the purchased product, merchandises purchased at Club Shopping / Club Hope or redeemed Rewards if I change my mind after making a purchase?

Unless a damage is found on spot, 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

The product I have purchased or redeemed is defective after I have opened the packaging of the purchased product or redeemed Rewards, but I have not used the product. May I return the product?

For purchased product, customer provided that the products have not been used and in the same condition as when received, you can request return within 7 days of receipt of shipment.
The redeemed Rewards & merchandises purchased at Club Hope are non-refundable. In case of damage, please contact our customer service at: (852) 183 3900

Please also refer to the following table and check whether your product is returnable or not before requesting for the return.

“✓” = Required, “x” = Not Required, “N/A” = Not applicable

Reasons for Return
Your Return Must Be:
Tags and labels must be attached Product packaging is unopened and in sealed condition Free gifts, warranty card, manuals and accessories must also be returned
Damaged x
Manufacturing defect x
Not the product you ordered
Missing Item N/A N/A N/A

Can all items be return?

No, the following items cannot be returned due to hygiene and food safety issues:

  • i. All grocery products, food and beverages
  • ii. Underwear, intimate wear, sports socks and PPE Personal Protection Equipment such as climbing harness, carabiners, quickdraws and ropes
  • iii. All consumables (such as perfume, body lotion, hand soap)

What is the return policy for bundled items?

If you purchase a product in a bundle/as a whole, you must return the entire bundle as a whole for any return.

May I return the products I have purchased for repair?

Club Shopping will not provide any repair services. Suppliers of the products may or may not provide warranty or repair services for their relevant products. Please refer to the product detail page to see if any warranty and/or repair services may be available and contact the relevant supplier for details.

Steps to Return

How do I return my products?

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.
  • 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 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

Will I need to pay for the delivery cost for the return of products to Club Shopping?

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.

What if my order has been cancelled or need to be refunded due to the product damaged?

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 methods below:

a) Principles applicable to the refund item is not paid by Base Clubpoints:

  • Principle 1: If the amount of the refund item is more than the equivalent value of Clubpoints you used, the amount will be refunded to you by your original payment method (i.e. credit card or unionpay).
    Example: 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.
  • Principle 2: If the amount of the refund item is less than the equivalent value of Clubpoints you used, the amount will be refunded to you by your original payment method (i.e. credit card or unionpay), and the remaining amount will be refunded to you by Clubpoints.
    Example: 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) Principles applicable to the refund item is paid Base Clubpoints:

  • Principle 1: Apart from Base Clubpoints , if the amount of the refund item is more than the equivalent value of Clubpoints you used, we will return Base Clubpoints to you in full, the amount will be refunded to you by your original payment method (i.e. credit card or unionpay).
    Example: 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.
  • Principle 2: Apart from Base Clubpoints , if the amount of the refund item is less than the equivalent value of Clubpoints you used, we will return Base Clubpoints to you in full, the amount will be refunded to you by your original payment method (i.e. credit card or unionpay), and the remaining amount will be refunded to you by Clubpoints.
    Example: 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) Refund by Club Shopping coupon

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

If Club Shopping accepts my refund request for the products, will the delivery fee for the products be refunded to me also?

Yes. The relevant delivery fee for the returned product will be refunded if your return request is accepted by Club Shopping, 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.

Timeline for Refund

If any quality evaluation process needs to be performed by Club Shopping, how long will it be?

The quality evaluation process may take approximately 7 working days after the product reaches our warehouse.

When will I receive any refund?

Once your refund request is accepted and the quality of the returned product is evaluated, the refunded amount / Club Point will be processed in 10-20 working days (For VISA / Mastercard / Tap & Go Mastercard card / Alipay HK / Octopus / Wechat Pay / PayMe / BoC Pay / PayLater@) & 30-45 working days (For Interest-free monthly instalment). The actual time required for refund varies based on the business practices of 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. A corresponding feed will be shown on Activities page and a record will be shown on the Monthly Statement in the Wallet section of the App.



Last Updated: August 16, 2022

 
Clublike App Icon
Open in The Club mobile app now
Start your own rewarding journey