Returns and Exchanges
If you have any question or need help with your account, you may Contact Us to assist you.
Monday to Friday | 9 AM to 5 PM (Except public holiday)
Phone: +852-2422 2611
Return & Exchange
For items purchased on the Website, please see the return procedure below.
We accept returns for change of mind within 7 days from date of receipt of goods by you. We also accept returns of defective or faulty products for a refund, repair or replacement.
To return a product, you must submit a duly completed return form to our customer service team (info.HongKong@samsonite.com). We will contact you within 3 - 5 business days with a return authorisation and further instructions on how to return your goods.
You must cover the cost of the return if it is due to a change of mind and the product must be returned to us in its original condition (including authentic labels, use instructions, warranty cards and other hang tags) in order to obtain a refund.
If a product is returned for defect or fault, we will either inspect it and investigate any claimed defect or, where we believe it is applicable, rectify such defect or fault. If a remedy is not applicable (for example, where we believe the product has been misused or the defect/damage is not covered by the warranty), we will reject your claim and return the product to you. You must cover the cost of return shipping, and we will provide you with instructions on how to make this payment.
Refunds will be arranged using the same payment method originally used for purchase. We aim to process refunds (also repair or replacements, as the case may be) within 30 days of receipt by us of the original product; however, this may take longer depending on your goods and the number of returns in our system.
In the event you have not complied with all the return requirements, we will advise you by email the reasons why we cannot process and/or approve your return within 30 days of receipt of the original product.
IF YOUR ORDERED PRODUCT IS NOT AS EXPECTED
You must check whether your shipment is correct upon delivery. If there are discrepancies or problems with your order, please contact our customer service team as soon as possible.
We take extreme care in ensuring that our products are of the highest quality. However, if for any reason you identify an issue with the products delivered to you, we would like to help resolve the problem. Please contact our customer service team for assistance with the return procedure. Our office is open from 9 am - 5:30 pm, Monday to Friday. Alternatively, you may write to us at info.HongKong@samsonite.com or call +852-2422 2611.