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RETURN POLICY

This Returns Policy applies to purchases with Pedder Red.

 

COMPLIANCE WITH PEDDER RED STORE OPERATIONS POLICIES

Any customer who violates Pedder Red Store Operations Policies, abuses Pedder Red Returns Policy (including without limitation demonstrating a high incidence of returns of merchandise (“Merchandise”) after purchase), or engages in inappropriate behaviour (including without limitation abuse of Pedder Red staff), or illegal activities (including parallel importing or passing off of Merchandise purchased at Pedder Red by the customer) may suffer the following consequences:

• The customer may be blacklisted by Pedder Red;

• Pedder Red may not accept future orders from the customer;

• Pedder Red may decline the customer’s request to return or exchange any Merchandise.

The decision as to whether a customer has violated Pedder Red Store Operations Policies or abused Pedder Red Returns Policy or engaged in inappropriate behaviour remains within Pedder Red’s sole discretion and its decision shall be final. Suspected illegal activities will be referred to Pedder Red’s legal department for further investigation and action.

 

RETURNS OR EXCHANGES

Unless otherwise stated, this Returns Policy applies to both in-store purchases and online purchases.

Sale and promotional merchandise: No returns, exchanges, or price adjustments.

We offer one time free returns and exchanges service on full-priced products only.

Merchandise may be exchanged (subject to stock availability) or returned within 7 days of purchase (in the case of in-store purchases) or receipt (in the case of online purchases) of Merchandise provided that:

(1) all tags, certificates, warranties, care instructions, product labeling, authenticity cards, extra buttons, hangers, dust bags and boxes (in the case of shoes) are intact and returned together with the Merchandise;

(2) the original invoice is presented;

(3) the Merchandise does not fall within the category of “Excluded Items” as defined below;

(4) the Merchandise is in Sellable Condition as defined below

Returns or exchanges outside 7 days of purchase or receipt of Merchandise (as the case may be) may be accepted in the sole discretion of Pedder Red.

For online purchases, international returns must be sent via DHL Express. Customers will take full responsibility for the returns if they do not send the Merchandise via DHL Express. Pedder Red reserves the right to refuse returns that are not made via DHL Express.

 

RETURN INSTRUCTIONS

(1) Pack the item(s) securely in the original product packaging

(2) Affix the prepaid SF Express or DHL mailing form to the outside of your package

(3) Contact our Customer Service team at +852 2118 2030 or email us at customerservice@pedderred.com about your request of return / exchange. We will arrange SF Express or DHL to pick the item(s) up from your address

(4) You will receive a refund confirmation email once we receive your package (Please allow up to 7-14 days for in-house processing). Allow up to 30 days for your credit card company to process your credit

(5) If you prefer to use your own shipping method, please send your package to:

Pedder Red Warehouse
Unit B, C & D, 14/F,
Ming Wah Industrial Building,
17-33 Wang Lung Street,
Tsuen Wan, N.T.
Hong Kong

Your return shipping charges must be prepaid, as we cannot accept C.O.D. (Cash On Delivery) deliveries.

For your protection, please retain the tracking information from the prepaid return label. We are not responsible for item(s) that do not arrive at our warehouse and customer cannot supply proof of delivery signature.

For online purchases, please contact Customer Care team at +852 2118 2030 or email to customerservice@pedderred.com for returns or exchanges.

For instore purchases, customers can return or exchange the Merchandise in Pedder Red stores in the same region where the purchases were made subject to the terms and conditions as set out in this TOS.

 

SELLABLE CONDITION

“Sellable Condition” means that the Merchandise is still in its original packaging with the original labels, garment tags, price tags and return tags still attached; that the Merchandise is unworn, unused, unwashed, unaltered and in the condition originally sold; and that the Merchandise is not damaged or soiled in any way. Without prejudice to the generality of the foregoing, the additional conditions below apply to specific categories of Merchandise:

• Shoes

Shoes should be returned unmarked and in their original, undamaged shoe box and dust bag as this is considered part of the Merchandise. Shoes that are returned without a dust bag and box, in a damaged dust bag or box or with marked, scratched or dirty soles may not be accepted, and may be sent back to the customer.

• Bags

Bags should be returned in a new, unmarked, unused and undamaged condition with protective strips on hardware intact and dust bags if provided on delivery.

The decision as to whether the Merchandise is in Sellable Condition remains within Pedder Red’s sole discretion and its decision shall be final.

For returns of online purchases, if Pedder Red receives a return that cannot be accepted, we will the Merchandise will be re-shipped to the customer at his/her sole cost.

 

EXCLUDED ITEMS

 

IN-STORE PURCHASES

No return or exchange will be accepted for the following items which are defined as “Excluded Items” for purchases in store: Merchandise that is not in Sellable Condition; Merchandise invoiced as “no refund” or “no return no exchange”, Pre-sale, Sale or Aged Stock Merchandise invoiced as “no return no exchange or sold “as is”, and items subject to Environmental Levy on Plastic Bags.

 

ONLINE PURCHASES

No return or exchange will be accepted for the following items that are defined as “Excluded Items” for purchases online: goods that are not in Sellable Condition, items subject to Environmental Levy on Plastic Bags and any other item excluded from return or exchange for online purchases by prevailing laws from time to time.

The only exception permitted in the case of Excluded Items is in the case of faulty or damaged items (“Defective Merchandise”). In this case the Merchandise will be returned to the Supplier or for independent assessment by a third party to determine whether the Merchandise is defective. Merchandise damaged as a result of fair wear and tear will not be accepted as defective. If the Merchandise is determined to be Defective Merchandise, the customer will be entitled to repair or full refund as appropriate within the circumstances at the sole expense of the Supplier. Pedder Red will use its best efforts to secure such repairs or refund on behalf of the customer but accepts no liability whatsoever howsoever arising for the defective items supplied by the Supplier.

 

REFUNDS

In Pedder Red’s sole discretion, the original purchase amount will be credited to the credit/debit card used by the customer for purchase of the Merchandise or any designated account in the same name of the customer for all refunds for in-store and online purchases (as the case may be).

For refunds for online purchases, initial shipping, taxes and duties will not be refunded unless the Merchandise is defective in which case a full refund will be made subject to inspection and compliance with the policy under “Return of Defective Merchandise” below.

If any voucher has been redeemed for any in-store or online purchase, only the transaction amount net the value of the voucher will be refunded.

 

RETURN OF DEFECTIVE MERCHANDISE

For in-store purchases, any Defective Merchandise must be presented at the relevant counter of purchase at Pedder Red with the original invoice within 7 days of purchase and must be photographed by Pedder Red staff on receipt and return to the customer. Customers must sign a waiver to indicate their acceptance that Pedder Red assumes no liability in respect of the Defective Merchandise but will present it for inspection to the Supplier or an independent third party for assessment. This procedure is known as the “in and out waiver” procedure.

For online purchases, customers should contact Pedder Red in respect of any Defective Merchandise immediately by emailing the Customer Care team at customerservice@pedderred.com. Shipping, tax and duties on the Defective Merchandise will not be charged. Pedder Red reserves the right to request photographic support regarding Defective Merchandise before authorising a return. If requested, the customer shall sign a waiver to indicate their acceptance that Pedder Red assumes no liability in respect of the Defective Merchandise but will present it for inspection to the Supplier or an independent third party for assessment.

 

REPAIRS

Customers may present Merchandise that has been damaged after purchase for repair by the Supplier at the customer’s sole cost provided that the customer agrees to accept Pedder Red’s “in and out waiver” procedure pursuant to which the customer signs a waiver to indicate their acceptance that Pedder Red assumes no liability in respect of the damaged Merchandise but will present it for inspection to the Supplier for assessment for repair and quotation for the customer’s approval and at the customer’s sole cost. Pedder Red will only undertake repairs requiring replacement of spare parts for current season Merchandise.

 

EXCHANGES

Unless as otherwise set out under the applicable laws and regulations, customers are permitted to exchange Merchandise other than Excluded Items (for in store purchase) for a different size in the same colour and style based on stock availability. If the customer selects Merchandise of lower value than the original Merchandise purchased then in Pedder Red’s sole discretion, the price difference will be credited to the credit/debit card used by the customer for purchasing the Merchandise or any designated account in the same name of the customer (as the case may be).

For exchanges of online purchases, shipping, taxes and duties on size-exchange replacements will not be charged after the initial delivery.

 

GIFT RETURNS

Merchandise that has been purchased as a Gift may be exchanged or returned within 7 days of purchase (in the case of in-store purchases) or receipt (in the case of online purchases) provided that:

(1) all certificates, warranties, care instructions, product labeling, dust bags and boxes (in the case of shoes) are intact and returned together with the Gift;

(2) the original gift receipt is presented;

(3) the Gift is in Sellable Condition; and

(4) the Gift does not fall within the category of Excluded Items.

Returns or exchanges outside 7 days of purchase (in the case of in-store purchases) or receipt (in the case of online purchases) shall be accepted in the sole discretion of Pedder Red.

In Pedder Red’s sole discretion, the original purchase amount will be credited to the credit/debit card used by the customer for purchase of the Gift or any designated account in the same name of such customer for all refunds for in-store and online purchases (as the case may be).

 

RETURNS AND EXCHANGES OF MERCHANDISE PURCHASED IN STORE AND DELIVERED TO CUSTOMERS

To return or exchange Merchandise that have been delivered at a pre-arranged delivery time, please contact our Customer Care team at customerservice@pedderred.com to arrange collection or replacement. Pedder Red reserves the right to make a charge of up to HK$1,000 to cover the collection cost, which will be deducted from the amount to be refunded, except when the Merchandise is defective. Customers will be notified of this amount at the time of cancellation.

 

CONTACT US

Please contact Customer Care team at customerservice@pedderred.com regarding questions about this Returns Policy.