1. All returns must keep the original packaging intact and unused. Returns will not be accepted once used.
2. Return application must be made to our store via Whatsapp and provide relevant damage information within 7 days after receiving the goods.
3. Returns will not be processed after the 7-day appreciation period. Please note that after confirming the return, please send it back to C9HKmall within 7 days after receipt. If returns and refunds cannot be made due to consecutive holidays or delayed delivery, C9HKmall has the right to refuse the return service.
4. Regarding furniture products, once installed (including incomplete installation), returns are not accepted. However, one-time reissue accessories service is available.
5. For clothing products, if the size is not suitable, you are welcome to exchange it. The buyer is responsible for the shipping costs incurred by the exchange. (Intimate clothing, such as underwear, socks, etc., cannot be replaced due to hygiene reasons)
6. C9HKmall has the right to refuse return service if the product is faulty, damaged, dirty, damaged or incompletely packaged due to improper personal use, or if the invoice, accessories and gifts are not complete.
7. If the purchased product has additional gifts, please return the gifts together. The gifts are equivalent to ordinary products. Please maintain the quality and integrity of the gifts. If the gifts cannot be returned, returns will not be accepted.
8. Once an order is placed, unless the product itself has serious defects, C9HKmall has the right to refuse return service due to issues such as personal factors.
9. Product dimensions are all measured manually. Due to different batches of shipments, materials and other factors, the size measurement error of ±3cm from the actual product is within the normal range and does not fall within the scope of defects.
10. The color rendering of each computer and mobile phone is different, and there may be some color difference problems. If there are any disputes about the material, feel, or clothing details, they are not returned or exchanged due to quality defects.
11. If you apply for a return due to factors such as changes in style, color, personal subjective wishes and preferences, etc., it does not constitute a return or exchange issue for defective goods.
12. If the product is damaged due to use, washing, maintenance or maintenance, or if the product is damaged due to your own repairs, modifications or other human or external factors, it does not constitute a return or exchange issue for defective products.
13. Some micro-threads, slight threading off, unbuttoned buttons, indentations on clothing, backstitches, and mixed threads on the product are all normal phenomena and do not constitute returns or exchanges due to product defects.
14. For footwear products, the shoes are slightly stained (shoes are for wearing, not for careful viewing and appreciation, so the shoes are not so severely defective that they cannot be worn, and small stains are not included in the return)
15. Traces of glue overflow and glue staining between the main body of the shoe and the sole are normal phenomena that occur during production and are not a return or exchange issue for product defects.
16. The smell of the product itself or the smell generated during the production process, such as denim smell, plastic smell, wood smell, leather smell, glue smell, etc., belongs to the smell of the product itself and does not constitute a defective product return or exchange issue.
17. Damaged outer packaging does not constitute a quality defect return or exchange issue. This is an express transportation issue. Please contact C9HKmall for assistance in communication and resolution.
18. To protect the rights of both parties, please be sure to videotape the unboxing first and keep the above complete packaging. Returns or exchanges will not be accepted without the above information.
19. All pre-ordered or customized products are exclusive and do not apply to the seven-day appreciation period, and order cancellations and refunds are not accepted midway. After receiving the goods, you cannot apply for return or exchange service except for major defects.
Return & Exchange Process
Received Damaged/ Wrong Goods
In the above cases, C9HKmall will bear the costs of returns and exchanges.
1. Please keep and restore the packaging of the goods, and contact us within 7 days after receiving the goods.
2. We will arrange for couriers to come to collect the goods
3. After receiving the returned goods, we will resend the goods within 7-10 days.
4. If the product is out of stock/out of code and cannot be re-shipped, the customer can switch to another style (of the same value or higher value, if the value is higher than the original product, the price difference needs to be compensated) or apply for a full refund of the product.
Goods with Non-Quality Issues
In the above cases, the customer is responsible for the return and exchange costs.
For example, inappropriate size, wrong purchase, personal preference, etc. are not quality issues. C9HKmall reserves the final right to agree to exchange the product.
Refunds will not be accepted for non-quality problems. Customers can switch to other styles (of equal or higher value. If the value is higher than the original product, the price difference will need to be paid)
