In order to protect your rights and interests, please be sure to read the return instructions carefully.
Instructions for Returns and Refunds
- We value your satisfaction with the goods. If you need to return the goods for any reason, you must ensure that the goods are in their original condition to enjoy a 7-day return guarantee (Within 7 days from the date of receipt of arrival, including holidays).
- The shipping fee of the returning goods shall be borne by customer.
- Send an email to our email - firstname.lastname@example.org, so that the customer service staff can carry out follow-up processing. If it exceeds 7 days, please contact us by email. We will decide according to the situation, otherwise we have the right not to accept the request.
The original condition indicates that
- the packaging is in perfect condition;
- not been used or modified, and are in the same state as when they were sold;
- product, packaging and all accessories are not damaged;
- the packaging of the goods is complete (including purchased product, accessories, internal and external packaging, gifts, etc.).
Replacement/Return will not be accepted in the following conditions:
- The request is not submitted within 7 days upon arrival
- Non-new goods: The goods are worn and stained due to human problems, any artificial damage, or the returned goods have obvious stains or smells, we will have the right not to return them, and we will reserve the final decision on whether the goods have obvious stains or smell problems right.
- Incomplete packaging: Complete packaging should include goods, packaging bags, packaging boxes, instructions, and accessories.
- Processing on the product, such as printing, is not the same as the product.
- Damaged or other labels on the packaging affect secondary sales.
- Items not purchased from this website.
Return and exchange procedures
is to evaluate the integrity of the product and maintain your right to return or exchange. Please send a letter to our email at email@example.com and attach the following information.
- Please indicate “Return Request” and provide your order number in the subject of the email (e.g. Return Request #0001)
- Product photos or unpacking videos, so that the staff can confirm that the product is a complete and unopened
- Order number (can be found in View in)
- the product and quantity requested to be returned:
- Reason of return/replacement:
- Contact phone number and contact name:
- If The package has been opened: Yes / No
- Once the staff confirms the acceptance, the request review result will be replied via email with a return confirmation note.
- Please return the printed return confirmation note together with the returned item. Refunds will be processed within 7 working days after the item has been returned to the warehouse and has been inspected.
- Returned goods must be properly packaged in the original packaging box and restored to their original condition. If the original packaging box is lost, please pack the products in another box.
- We will also notify you by email when the refund is complete. If you need to re-purchase, you are welcomed to place a new order again.
Before unpacking, please record the whole process of unpacking
Please record the whole process to protect the rights and interests of both parties. Please be sure to record the whole process during the unpacking process to ensure that the goods are not missing. In case of "misdelivery", "out of stock", "defective product", etc., it will be based on the "complete video file" (only the complete video file is taken from the complete state of the unopened delivery box). The video needs to be clearly filmed [unopened state], [unpacking process], [object body], [product details], etc. The video must provide "clear video out of the box", and videos with fast forwarding or obvious editing traces are not included in the scope of acceptance. If you have any doubts about the product, please attach the physical delivery note and the complete video file within three days from the day of receipt (inclusive) and inform and inform, overdue will not be accepted.
Return and Refund Processing of Combination Commodities
- recommended to return the products together or keep them together. If the number or amount of the discounted items is not reached after the return, the reserved products will be calculated from the discounted price to the original price, and the difference will be deducted from the refund amount.
- If the consumption amount after the return does not reach the free shipping threshold, it shall be calculated at the original price or original shipping fee and deducted from the refund amount.
- The shipping fee of the order shall be borne by customer. Refund amount will be calculated with deduction of the shipping cost.
- If the amount is insufficient to deduct, the system will reject the return.
- We will refund the payment to the credit card used for the purchase. It will take two weeks from the date we receive the returned item to finish the refund to your account. If you do not receive a refund, please contact your credit card company first to check the progress.
- If you receive the product and find damage to the outer packaging, please do not open it for use, and immediately return it in accordance with the return policy.
- When handling a return, some circumstances may be deemed to have exceeded the necessary level of inspection of the product, which will affect the exercise of your right to return or bear the cost of damage.
- You can check the return progress in "My Account". Once there is a new progress, we will notify you by email.
- The sales prices, promotions, terms and conditions of cooperative merchants may be different with the official website. Please refer to the terms of both sides.
- If you shop at other merchants, all terms, prices, shipping costs, and after-sales services are subject to their descriptions. Please pay attention.
- In case of any disputes, www.bears.com.hk reserves the right of final decision.
Delivery arrangements for orders placed on this website are as follows:
Hong Kong local delivery and shipping fee
- Free delivery on every purchase of HK$800 or above. If the order is under HKD 800, you can choose to pay the delivery fee in advance or cash on delivery when checkout. If you choose cash on delivery, the delivery fee will be determined by the courier company according to the volume and weight of the product.
- If the product is in stock, the product will be delivered within 2-5 working days. If you want to check the delivery time, you can call our customer service staff during office hours.
- The order will be delivered in the following ways, and we will decide the delivery method according to different situation without prior notice.
- If the delivery is sent by local courier, you will be notified by email of the courier tracking number when the order is shipped, so that you can track the delivery status.
- Orders will be sent out within 1-3 working days, and the local courier company will take 1-3 more working days to deliver. The actual information provided by the courier company shall prevail.
- If you choose to pay the shipping by cash on delivery when checkout, the shipping fee will be determined by the courier company. If there is any dispute, you must check with the courier company.
- If the product is delivered by our transportation and logistics service, the delivery will be arranged between 10am-6pm from Monday to Friday, and the delivery time will be agreed with you before delivery.
- Any changes to the confirmed delivery address or delivery time must be notified by the customer at least one working day prior to delivery.
- Shipping could not arrange delivery for remote areas such as Lantau Island, Ma Wan, Discovery Bay, outlying islands, etc.
- Products will be delivered within 2-5 working days unless otherwise notified.
- Customers are required to pay an additional fee if the courier needs to move up the stairs (No lift/elevator for the building). Customers can also choose to pick up at the lobby.
- If the delivery address is too far away from the parking point or no parking space is nearby the delivery address, the courier will contact the customer to settle the delivery at a nearby location.
- The company's door-to-door service does not include moving goods into the house. Therefore, if the items in the house are damaged during the delivery, the company will not be liable or compensate for any loss or damage.
- Special arrangements affected by severe weather. When the gale signal is hoisted, the red or black rainstorm warning is in effect, or when we judge that the delivery is unsafe, the delivery service will be postponed. Our company will contact you to change the delivery date. General matters The company reserves the right to modify the above terms and conditions at any time without prior notice.
- If there is no one at the delivery address on the day of delivery, the re-delivery needs to be arranged. Re-delivery fee will be charged.
- If customer(s) entrusts others to collect the goods, the company will not be responsible for the risks or losses involved.