Return and Shipping Policy

Return Policy 退換貨細則

If you find that the product(s) are damaged and need to be returned, please contact our company within 7 days from the date of receipt of the product(s), and provide information such as "name", "order number", "contact number or email", "name of returned product(s)", "reasons and photos of returned product(s)" and so on, and email to info@tonggohk.com.The customer service staff will assist you to return the product(s) after receiving it.

如發現貨品損壞而有退貨需求，請於收到商品當日起計７天內聯絡本公司，並提供「姓名」、「訂單編號」、「連絡電話或電郵」、「退換貨商品名稱」、「退換貨原因及照片」等資料，電郵至 info@tonggohk.com 客服人員收到後將會協助您進行退換貨。

 

• Only one exchange service is provided for each order. If after receiving the goods, customers find that there are quality problems or defective product(s), they must first inform our customer service staff to carry out relevant return procedures. It can be returned to our store after confirmation. *(No refund service)*

  每張訂單只提供一次換貨服務。如客人收貨後，發現有質量問題或有瑕疵的貨品，必須先通知本公司客服人員進行相關退貨程序。經確認後方可退回本店。*(不設退款服務)*

• Please ensure that the product(s) and their packages are complete (including all labels/tags and original packaging boxes), and the following situations can’t be accepted for return:
  
  1. More than seven days from the date of receipt of the product(s).
  2. Goods have been unpacked for use, or damaged due to human factors, such as fouling, failure, damage, abrasion, scratch, and dirt.
  3.Slight damage to the outer packaging will not affect the quality of the product(s) itself.
  4. The packaging of returned product(s) is damaged or incomplete and the accessories are irregular.
  5. Malicious or mass returns.
  
  請確保商品及其包裝完整(含帶有所有標籤/吊牌及原始包裝盒)，以下情況無法接受退貨： :
  1. 超過收到商品當日起計七天的商品鑑賞期。
  2. 商品已拆封使用，或因人為因素而產生的破壞，如：污損、故障、損毀、磨損、擦傷、刮傷、髒污。
  3. 外包裝輕微的損壞，不影響商品本身品質。
  4. 退貨商品包裝破損不完整配件不齊者。
  5. 惡意或大量退貨。

• Before purchasing, please read carefully and choose the appropriate size. Products that have been sold, except for the damage problem, will not be returned if the size is not up to standard.

  客人購買前請可先細閱選購適合的尺碼。已售出的產品，除損毀問題外，尺寸不合恕不接受退換。

• After confirming that the product(s) purchased by the guests meet the return requirements, a specialist  will contact you to arrange the relevant return procedures, and you need to arrange the third-party logistics to carry out the relevant return by yourself, and the freight for the exchange needs to be borne by the guests.

  經確認客人所購買的貨品符合退換條件，將有專人聯絡閣下安排相關退換程序，閣下需自行安排第三方物流進行相關退換，換貨的運費需要由客人承擔。

• All pictures of product(s) are for reference only, and product(s) are subject to the real thing. Customers can't return the product(s) if they don't meet their personal preferences or the quality is not satisfactory.

  所有貨品圖片只供參考，貨品以實物為準。客戶如因產品未能符合個人喜好或質素未如理想，恕無法退換。

• No refund application will be accepted for product(s) purchased in advance.

  預購產品，均不接受退款申請。

• In case of any dispute, the company reserves the right to make the final decision.

  如有任何爭議，本公司保留最終決定的權利。

 

Shipping policy 送貨細則

* * For the time being, all product(s) in our shop only accept orders from within Hong Kong, and Macau while overseas orders are not accepted yet. **

 **本店所有商品暫時只接受香港及澳門境內的訂單，境外訂單暫未能接受。**

• All goods in our shop are only accepted to be delivered from Hong Kong by express delivery as specified by us. The basic freight has been displayed in the payment page when the customer places an order, and the customer's payment means that he agrees to pay the freight. Each order can only be delivered to the designated address once.

  本店所有商品只接受使用我們所指定的速遞由香港送貨寄出，基本運費已於客人下單時顯示於付款頁面內，客人付款即表示同意支付該運費。每一訂單只可以運送指定地址一㳄。

• All spot orders will be processed within 1 working day. If your order is placed after the business hours of our company (10:00am-6:00pm), the order will be processed on the next working day. If it is an order for pre-order product(s), it will be delivered within the same day after arrival. If the order contains both spot product(s) and pre-order product(s), all the products will be delivered together after arrival. If the guest wants to send the spot goods first, all freight charges should be paid by the guest.

  所有現貨訂單均於 1 個工作天內處理。如果你的下單時間是在本公司營業時間 (10:00am - 6:00pm) 結束後，訂單則會於下一個工作日處理。如果是預訂貨品的訂單，將於到貨後即日內發貨，如訂單內同時包含現貨及預訂貨品，貨品將全部到齊才一併寄出。如客人想先寄出現貨，所有運費需由客人支付。 

• Please ensure that the recipient's name, phone number and address in the order are correct. If the wrong information is provided, resulting in the delay in picking up the product(s) and the cost of theft by a third party, the customer shall be responsible for it.

  客戶請確保訂單內的收件人名稱、收件人電話號碼及收件地址正確，如提供錯誤的資料導致貨品延遲取貨及第三方盜竊的費用，要由客戶自行負責。

• No refund application will be accepted if the shipment is delayed due to the supplier's shipping date/delivery date.

  因供應商船期 / 貨期導致出貨延誤，均不接受退款申請。

• After your order is delivered, we will send you your waybill tracking information by email.

  您的訂單發貨後，我們將用電郵形式發送您的運單追蹤信息給你。

• In some areas, extra remote delivery fee is required, which should be paid by the guests.

  部分地區需收取額外偏遠派送費，該派送費用需由客人支付。