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1. Our policy for store purchases
The following article is extracted from Chow Sang Sang Group's ' Policy of Return and Exchange of Merchandise' (the Policy) and aims to provide a general guideline for returns and exchanges. In case of any disputes, the latest prevailing version of the Policy shall apply.
1.1 Definition
'Original Purchase Condition' means that the merchandise is:
- still in its original packaging with all certificates, warranties and original invoice intact;
- unworn, unused, unaltered and in the condition originally purchased; and
- not damaged in any way
The decision as to whether the merchandise is in 'Original Purchase Condition' shall be determined solely by Chow Sang Sang and its decision shall be final.
'Excluded Items' means:
- Gold coin, bullion gold, watches;
- Engraved, altered or custom-made merchandise;
- Merchandise of a third party brand distributed by Chow Sang Sang; and
- Merchandise invoiced as non-returnable, non-exchangeable
1.2 Return
All in-store purchases are final sale and may not be returned. If the purchase is subject to regional laws or regulations, and there exists inconsistencies between that and Chow Sang Sang Group's 'Policy of Return and Exchange of Merchandise', the policy with the stricter requirement shall prevail.
1.3 Exchange
Any merchandise, with the exception of 'Excluded Items', may be exchanged once in its 'Original Purchase Condition' within 3 days of purchase upon presentation of the original invoice.
If the value of the selected replacement item(s) is/are higher than that of the original purchase (determined based on weight for non-fixed price gold/platinum jewellery, and based on the selling price of the merchandise for other jewellery), you will pay us the difference in price. Where the value of the item is higher than that of the replacement item, we will not refund to you the price difference. Items may be exchanged for any item under the same product category as designated by us.
1.4 Discount & promotions
If you have purchased any merchandise with any discount offered or other promotional activities but the discount offer has expired at the time of the exchange, the discount shall not be taken into account. Discounts offered by companies other than Chow Sang Sang shall be dealt with in accordance with the terms and conditions of the relevant companies.
1.5 Star Dollars
When you exchange the merchandise which Star Dollars had been earned or used in the original purchase, the price difference paid to us for the replacement item(s) may receive or use Star Dollars in accordance with the Terms and Conditions of Star Dollars Programme.
1.6 Gifts & certificates
We shall be entitled to charge a replacement fee if the certificate(s) that accompany the merchandise in its Original Purchase Condition and/or the free promotional gift are/is not returned together with the merchandise.
Above policy is applicable to the merchandise purchased at Hong Kong and Macau store only. For purchase made in other regions, please visit our Mainland China or Taiwan website.
2. Our policy for online purchases
The following article is extracted from Chow Sang Sang Group's ' Policy of Return and Exchange of Merchandise' (the Policy) and aims to provide a general guideline for returns and exchanges. In case of any disputes, the latest prevailing version of the Policy shall apply.
2.1 Definition
'Original Purchase Condition' means that the merchandise is:
- still in its original packaging with all certificates, warranties and original invoice intact;
- unworn, unused, unaltered and in the condition originally purchased; and
- not damaged in any way
The decision as to whether the merchandise is in 'Original Purchase Condition' shall be determined solely by Chow Sang Sang and its decision shall be final.
'Excluded Items' means:
- Gold coin, bullion gold, watches;
- Engraved, altered or custom-made merchandise;
- Merchandise of a third party brand distributed by Chow Sang Sang; and
- Merchandise invoiced as non-returnable, non-exchangeable
'Online Purchases' include:
- Chow Sang Sang Official Website; and
- Chow Sang Sang online stores on designated e-commerce platforms operated by Chow Sang Sang Group
2.2 Return
Any merchandise, with the exception of ‘Excluded Items’, may be returned in its ‘Original Purchase Condition’ at your cost within 7 days of its delivery to you or its collection under the in-store collection service. Merchandise will be refunded against the original payment method used upon purchase. You will be obliged to pay for shipping fees, duties and taxes for the returned merchandise.
2.3 Exchange
Any merchandise, with the exception of ‘Excluded Items’, may be exchanged once in its ‘Original Purchase Condition’ within 7 days of its delivery to you or its collection under the in-store collection service.
If the value of the selected replacement item(s) is/are higher than that of the original purchase (determined based on the selling price of the Merchandise), you will pay us the difference in price. Where the value of the item is higher than that of the replacement item, we will not refund to you the price difference. We will refund you the shipping fee of the original purchase (except duties and taxes), but you will be obliged to pay for shipping fees, duties and taxes for the returned and replacement item.
In the case of ‘Excluded Items’ damaged during delivery or the merchandise not in its ‘Original Purchase Condition’, return or exchange may be accepted at the discretion of Chow Sang Sang.
2.4 Discount & promotions
If you have purchased any merchandise with any discount offered or other promotional activities but the discount offer has expired at the time of the exchange, the discount shall not be taken into account. Discounts offered by companies other than Chow Sang Sang shall be dealt with in accordance with the terms and conditions of the relevant companies.
2.5 Star Dollars
ReturnWhen any merchandise which had earned Star Dollars in the original purchase is returned, we will deduct the earned Star Dollars from the original Star Shopper account. If its Star Dollars balance is not sufficient to be deducted, deficit will be set off against the amount to be refunded. When any merchandise redeemed using Star Dollars is returned, Star Dollars so used will be returned to the original Star Shopper account.
ExchangeWhen you exchange the merchandise which Star Dollars had been earned or used in the original purchase, the price difference paid to us for the replacement item(s) may receive or use Star Dollars in accordance with the Terms and Conditions of Star Dollars Programme.
2.6 Gifts & certificates
We shall be entitled to charge a replacement fee if the certificate(s) that accompany the merchandise in its Original Purchase Condition and/or the free promotional gift are/is not returned together with the merchandise.
3. How to return or exchange an online purchase
If for any reason you are not happy with your purchase, you may request for a return or exchange within 7 days of its delivery to you.
Please note this information applies to online orders purchased through our Hong Kong/International site only. To return items purchased through our Mainland China site, please click here.
1. Hong Kong returns
Step 1 Receiving your Returns Authorisation (RA)
- Login to your account and under 'My Transaction Record', select the order you would like to return
- Click on 'Return this item'
- Check the items you wish to return and select a Return Reason
- Check the box to agree with our Return Policy and click 'Submit'. You will then receive an email containing your RA number.
Step 2 Drop off or mail us your return
Once our customer service representative confirms your case, we will provide instructions on how to return your item(s). There are two ways:
In-store return
- Visit any Chow Sang Sang store (excluding Hong Kong International Airport T1 Branch)
- Return the respective item(s) in its original order packaging with original invoice and a copy of the 'Return Requested' email (this can be printed or displayed on your phone)
- We only accept returns for orders made in the same country
Return by mail
You may also choose to mail your return to us at your own cost within 14 days of receiving your order.
Step 3 After your return is received
Upon receiving your return, you will receive a confirmation email. Your return will then be examined by our Quality Assurance team. Once inspection is complete, our customer service representative will either process your refund for returns, or assist you to place your replacement order for exchanges.How do I return a gift?
If you received a gift and want to return it, please have the original purchaser follow the above instructions to return the merchandise. Refunds will be made to the original credit card or PayPal account used online.
2. International returns
As an international customer you can mail your return to our Hong Kong return address at your own cost (including any shipping fee, taxes and duties) within 28 days of receiving your order. Unfortunately, we cannot refund any duties, taxes, charges or shipping fees which you may have paid when placing your order.
In returning an order from outside Hong Kong, simply follow the process below:
Step 1 Receiving your Returns Authorisation (RA)
- Login to your account and under 'My Transaction Record', select the order you would like to return
- Click on 'Return this item'
- Check the items you wish to return and select a Return Reason
- Check the box to agree with our Return Policy and click 'Submit'. You will then receive an email containing your RA number.
Step 2 Mail us your return
Once our customer service representative confirms your case, we will provide instructions on how to return your item(s) using our courier FedEx's collection service.
Step 3 After your return is received
Upon receiving your return, we will send you a confirmation email. Your return will then be examined by our Quality Assurance team. Once inspection is complete, our customer service representative will either process your refund for returns, or assist you to place your replacement order for exchanges.
How do I return a gift?
If you received a gift and want to return it, please have the original purchaser follow the above instructions to return the merchandise. Refunds will be made to the original credit card or PayPal account used online.
4. Refunds
Once we have accepted your returned merchandise, we shall refund the amount you have paid for the item.
Your refund, excluding initial shipping costs and tax and duties, will be credited to the account used to make the purchase. Please allow up to 2 weeks from the date of our receipt of the returned item(s) for the account to be credited.
If I return my international order, will I get refunded the local tax and duties I paid?
Unfortunately, we are not able to refund local tax and duties paid at checkout on deliveries to overseas destinations as these are charged by local governments. Certain countries operate schemes to reclaim any local tax and duties if you return goods and will require a specific application by you to your local government or authority.
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1. Our policy for in-store purchases
The following article is extracted from Chow Sang Sang Group's 'Policy of Return and Exchange of Merchandise' (the Policy) and aims to provide a general guideline for returns and exchanges. In case of any disputes, the latest prevailing version of the Policy shall apply.
1.1 Definition
'Original Purchase Condition' means that the merchandise is:
- still in its original packaging with all certificates, warranties and original invoice intact;
- unworn, unused, unaltered and in the condition originally purchased; and
- not damaged in any way
The decision as to whether the merchandise is in 'Original Purchase Condition' shall be determined solely by Chow Sang Sang and its decision shall be final.
'Excluded Items' means:
- Gold coin, bullion gold, watches;
- Engraved, altered or custom-made merchandise;
- Merchandise of a third party brand distributed by Chow Sang Sang; and
- Merchandise invoiced as non-returnable, non-exchangeable
1.2 Return
All in-store purchases are final sale and may not be returned. If the purchase is subject to regional laws or regulations, and there exists inconsistencies between that and Chow Sang Sang Group's 'Policy of Return and Exchange of Merchandise', the policy with the stricter requirement shall prevail.
1.3 Exchange
Any merchandise, with the exception of 'Excluded Items', may be exchanged once in its 'Original Purchase Condition' within 3 days of purchase upon presentation of the original invoice.
If the value of the selected replacement item(s) is/are higher than that of the original purchase (determined based on weight for non-fixed price gold/platinum jewellery, and based on the selling price of the merchandise for other jewellery), you will pay us the difference in price. Where the value of the item is higher than that of the replacement item, we will not refund to you the price difference. Items may be exchanged for any item under the same product category as designated by us.
1.4 Discount & Promotions
If you have purchased any merchandise with any discount offered or other promotional activities but the discount offer has expired at the time of the exchange, the discount shall not be taken into account. Discounts offered by companies other than Chow Sang Sang shall be dealt with in accordance with the terms and conditions of the relevant companies.
1.5 Star Dollars
When you exchange the merchandise which Star Dollars had been earned or used in the original purchase, the price difference paid to us for the replacement item(s) may receive or use Star Dollars in accordance with the Terms and Conditions of Star Dollars Programme.
1.6 Gifts & certificates
We shall be entitled to charge a replacement fee if the certificate(s) that accompany the merchandise in its Original Purchase Condition and/or the free promotional gift are/is not returned together with the merchandise.
Above policy is applicable to the merchandise purchased at Hong Kong and Macau store only. For purchase made in other regions, please visit our Mainland China or Taiwan website.
2. Our policy for online purchases
The following article is extracted from Chow Sang Sang Group's 'Policy of Return and Exchange of Merchandise' (the Policy) and aims to provide a general guideline for returns and exchanges. In case of any disputes, the latest prevailing version of the Policy shall apply.
2.1 Definition
'Original Purchase Condition' means that the merchandise is:
- still in its original packaging with all certificates, warranties and original invoice intact;
- unworn, unused, unaltered and in the condition originally purchased; and
- not damaged in any way
The decision as to whether the merchandise is in 'Original Purchase Condition' shall be determined solely by Chow Sang Sang and its decision shall be final.
'Excluded Items' means:
- Gold coin, bullion gold, watches;
- Engraved, altered or custom-made merchandise;
- Merchandise of a third party brand distributed by Chow Sang Sang; and
- Merchandise invoiced as non-returnable, non-exchangeable
'Online Purchases' include:
- Chow Sang Sang Official Website; and
- Chow Sang Sang online stores on designated e-commerce platforms operated by Chow Sang Sang Group
2.2 Return
Any merchandise, with the exception of ‘Excluded Items’, may be returned in its ‘Original Purchase Condition’ at your cost within 7 days of its delivery to you or its collection under the in-store collection service. Merchandise will be refunded against the original payment method used upon purchase. You will be obliged to pay for shipping fees, duties and taxes for the returned merchandise.
2.3 Exchange
Any merchandise, with the exception of ‘Excluded Items’, may be exchanged once in its ‘Original Purchase Condition’ within 7 days of its delivery to you or its collection under the in-store collection service.
If the value of the selected replacement item(s) is/are higher than that of the original purchase (determined based on the selling price of the Merchandise), you will pay us the difference in price. Where the value of the item is higher than that of the replacement item, we will not refund to you the price difference. We will refund you the shipping fee of the original purchase (except duties and taxes), but you will be obliged to pay for shipping fees, duties and taxes for the returned and replacement item.
In the case of ‘Excluded Items’ damaged during delivery or the merchandise not in its ‘Original Purchase Condition’, return or exchange may be accepted at the discretion of Chow Sang Sang.
2.4 Discount & promotions
If you have purchased any merchandise with any discount offered or other promotional activities but the discount offer has expired at the time of the exchange, the discount shall not be taken into account. Discounts offered by companies other than Chow Sang Sang shall be dealt with in accordance with the terms and conditions of the relevant companies.
2.5 Star Dollars
ReturnWhen any merchandise which had earned Star Dollars in the original purchase is returned, we will deduct the earned Star Dollars from the original Star Shopper account. If its Star Dollars balance is not sufficient to be deducted, deficit will be set off against the amount to be refunded. When any merchandise redeemed using Star Dollars is returned, Star Dollars so used will be returned to the original Star Shopper account.
ExchangeWhen you exchange the merchandise which Star Dollars had been earned or used in the original purchase, the price difference paid to us for the replacement item(s) may receive or use Star Dollars in accordance with the Terms and Conditions of Star Dollars Programme.
2.6 Gifts & certificates
We shall be entitled to charge a replacement fee if the certificate(s) that accompany the merchandise in its Original Purchase Condition and/or the free promotional gift are/is not returned together with the merchandise.
3. How to return or exchange an online purchase
If for any reason you are not happy with your purchase, you may request for a return or exchange within 7 days of its delivery to you.
Please note this information applies to online orders purchased through our Hong Kong/International site only. To return items purchased through our Mainland China site, please click here.
1. Hong Kong returns
Step 1 Receiving your Returns Authorisation (RA)
- Login to your account and under 'My Transaction Record', select the order you would like to return
- Click on 'Return this item'
- Check the items you wish to return and select a Return Reason
- Check the box to agree with our Return Policy and click 'Submit'. You will then receive an email containing your RA number.
Step 2 Drop off or mail us your return
Once our customer service representative confirms your case, we will provide instructions on how to return your item(s). There are two ways:
In-store return
- Visit any Chow Sang Sang store (excluding Hong Kong International Airport T1 Branch)
- Return the respective item(s) in its original order packaging with original invoice and a copy of the 'Return Requested' email (this can be printed or displayed on your phone)
- We only accept returns for orders made in the same country
Return by mail
You may also choose to mail your return to us at your own cost within 14 days of receiving your order.
Step 3 After your return is received
Upon receiving your return, you will receive a confirmation email. Your return will then be examined by our Quality Assurance team. Once inspection is complete, our customer service representative will either process your refund for returns, or assist you to place your replacement order for exchanges.How do I return a gift?
If you received a gift and want to return it, please have the original purchaser follow the above instructions to return the merchandise. Refunds will be made to the original credit card or PayPal account used online.
2. International returns
As an international customer you can mail your return to our Hong Kong return address at your own cost (including any shipping fee, taxes and duties) within 28 days of receiving your order. Unfortunately, we cannot refund any duties, taxes, charges or shipping fees which you may have paid when placing your order.
In returning an order from outside Hong Kong, simply follow the process below:
Step 1 Receiving your Returns Authorisation (RA)
- Login to your account and under 'My Transaction Record', select the order you would like to return
- Click on 'Return this item'
- Check the items you wish to return and select a Return Reason
- Check the box to agree with our Return Policy and click 'Submit'. You will then receive an email containing your RA number.
Step 2 Mail us your return
Once our customer service representative confirms your case, we will provide instructions on how to return your item(s) using our courier FedEx's collection service.
Step 3 After your return is received
Upon receiving your return, we will send you a confirmation email. Your return will then be examined by our Quality Assurance team. Once inspection is complete, our customer service representative will either process your refund for returns, or assist you to place your replacement order for exchanges.
How do I return a gift?
If you received a gift and want to return it, please have the original purchaser follow the above instructions to return the merchandise. Refunds will be made to the original credit card or PayPal account used online.
4. Refunds
Once we have accepted your returned merchandise, we shall refund the amount you have paid for the item.
Your refund, excluding initial shipping costs and tax and duties, will be credited to the account used to make the purchase. Please allow up to 2 weeks from the date of our receipt of the returned item(s) for the account to be credited.
If I return my international order, will I get refunded the local tax and duties I paid?
Unfortunately, we are not able to refund local tax and duties paid at checkout on deliveries to overseas destinations as these are charged by local governments. Certain countries operate schemes to reclaim any local tax and duties if you return goods and will require a specific application by you to your local government or authority.