How to Refund?

 

Refund Policy

Is there any restriction on the collection location for the return of products?

We will only arrange for the collection of products for return from areas in Hong Kong which we currently provide service to. We do not provide collection service to the following:

Lo Wu, Lok Ma Chau, Sha Tau Kok, Mai Po, Man Kam To, Ta Kwu Ling, Grass Island, Cheung Chau, Peng Chau, Lamma Island, Lantau Island, Mui Wo, Tong Fuk, Po Toi Island, Tai O, Tung Lung Island, Pui O , Tung Ping Chau, Ping Chau, Sai Kung Island District, Yim Tin Tsz, Kiu Tsui Chau, Kau Sai Chau, Leung Shuen Wan, Pak Sha Wan, Tap Mun, Harbor Island, Hei Ling Chau, Kwai Chung Container Terminal Area, Hong Kong Disneyland Area, Hong Kong International Airport area, Chap Lap Kok, Super Terminal 1, Cathay City, any warehouse or area with gate charge or queue to enter, restricted areas and PO box address

What is The Club refund policy?

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.

Will The Club 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 The Club / 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?

The Club 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 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

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

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.

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 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 and HKT Flexi).

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

c)    If the transaction was paid with more than one payment method, we will refund to you in the following order: “Base Clubpoints” -> Cash (VISA/Mastercard, Tap & Go, PayLater@, HKT Flexi, AlipayHK, Octopus, WeChat Pay, PayMe, BoC Pay or FPS) -> Club points -> The Club Cash Voucher -> The Club coupon. When the refund amount for each payment method is equal to the amount/quantity you paid in the transaction, the refund will be processed by the next method in the sequence until the entire refund is completed. If you do 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 transaction is paid by HKT Flexi, customer irrevocably instructs and authorizes Club HKT Limited to pay the full refund amount directly to HKT Flexi Limited. Such refund amount will then be applied to prepay the relevant loan amount owing by the customer to HKT Flexi Limited and any remaining refund amount (together with all interests paid) will be returned by HKT Flexi to the customer, each in accordance with the loan agreement and other applicable terms and conditions of HKT Flexi service. Only full refund is permitted. Partial refund is not permitted, for details on the arrangements, please refer to: https://shop.theclub.com.hk/faqs?___store=en_US.

f)    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.

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.

If The Club 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 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.

Timeline for Refund

If any quality evaluation process needs to be performed by The Club, 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 refund and how to refund?

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 / Tap & Go Mastercard card / Alipay HK / Octopus / Wechat Pay / PayMe / BoC Pay / PayLater@ / Clubpoints);
  2. approximately 30-45 working days (applicable to transaction invoice paid by Interest-free monthly instalment option / Tap & Go / FPS (including payment via FPS QR code and PromptPay) / HKT Flexi). 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 PayLater@ refund: The refund amount may be effected through PayLater@ to your original payment method by any particular procedures as determined by PayLater@ including but not limited to future instalment payment(s) being reduced in respect of a partial cancellation or against Customer’s next or last instalment payment. For details, please see PayLater@ Service Terms and Conditions.

    For PayLater@ users: The refund amount may be effected through PayLater@ to your original payment method by any specific procedures as determined by PayLater@ including but not limited to future instalment payment(s) being reduced in respect of a partial cancellation or against Customer’s next or last instalment payment. For details, please see PayLater@ Service Terms and Conditions (https://www.pay-later.com.hk/terms/en/paylatertnc_en.pdf ). Only full refund is permitted. Partial refund is not permitted, for details on the arrangements, please refer to: https://shop.theclub.com.hk/faqs?___store=en_US.

    For HKT Flexi users: By using HKT Flexi as a means of payment, customer irrevocably instructs and authorizes Club HKT Limited to pay the full refund amount directly to HKT Flexi Limited. Such refund amount will then be applied to prepay the relevant loan amount owing by the customer to HKT Flexi Limited and any remaining refund amount (together with all interests paid) will be returned by HKT Flexi to the customer, each in accordance with the loan agreement and other applicable terms and conditions of HKT Flexi service. Only full refund is permitted. Partial refund is not permitted, for details on the arrangements, please refer to: https://shop.theclub.com.hk/faqs?___store=en_US.

    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.

Last Updated: March 27, 2024

 
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