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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.
RETURN PROCEDURE (APPLICABLE TO STORE PICKUP ORDERS)
When you pick-up your ordered goods at store, please check the goods carefully. If the goods is defective or faulty, you must submit request to our shop assistants at the time of receipt of goods. If your request if submitted after collection, we will repair the goods according to our warranty coverage.
If you want to return goods in order to obtain a refund due to change of mind, you must make such request to our shop assistants at the time of collecting goods and an administrative charge will be borne by the customers (HK$100 per order), We DO NOT accept any return or exchange requests after you confirm receipt of the goods.
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 the request; however, this may take longer depending on your goods and the number of returns in our system.
RETURN PROCEDURE (APPLICABLE TO HOME DELIVERY ORDERS)
Within 7 days of receiving goods, we accept returns due to change of mind. We also accept returns of defective or faulty goods for a refund, repair or replacement.
To return a goods, you must submit a duly completed return form to our customer service team (info.HongKong@samsonite.com). We will contact you within 3 - 5 working days with a return authorisation and further instructions on how to return your goods.
If you want to return goods in order to obtain a refund due to a change of mind, an administrative charge will be borne by the customers (HK$100 per order), the goods must be returned to us in its original condition (including authentic labels, instructions, warranty cards and other hang tags).
If a goods 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, the goods has been misused or the defect/damage is not covered by the warranty), your return will be rejected and we will return the goods to you. You must bear 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 goods; 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 goods.
IF YOUR ORDERED GOODS IS NOT AS EXPECTED
You must check our delivery address is correct. 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 goods are of the highest quality. However, if for any reason you identify an issue with the goods delivered to you, we would like to help resolve the problem. Please contact our customer service team for assistance with the return procedure. Alternatively, you may write to us at info.HongKong@samsonite.com or call +852-2422 2611 from 9:30 am- 5:30pm, Monday to Friday.
SERVICE & WARRANTY
Samsonite guarantees all its products against any manufacturing defects, covering materials and workmanship, for the length of time stated in the warranty. The benefits conferred by this warranty are in addition to other rights, conditions, guarantees and remedies available to you by law in relation to the supply of goods or services under consumer law. You are entitled to a replacement or refund for a major failure (as determined by a Samsonite Authorised Repair Agent) and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Please keep your receipt as proof of purchase as this will authenticate this product warranty.
Samsonite products are rigorously tested to ensure that the travel products you trust meet stringent standards. Consequently, if a problem occurs with this Samsonite product (the “Product”) and the problem is caused by manufacturing defects in material and workmanship, Samsonite will, in its discretion, either fix or replace the Product in accordance with the warranty terms and conditions stated herein. To facilitate this you should first find and deliver the product to an Authorised Repair Centre. Click Here to find your nearest Authorised Repair Centre, alternatively if you are travelling overseas you can click here for a global listing.
Please note that you are responsible for all costs of getting the Product to any such Service Centre including, but not limited to, the cost of packaging, shipping and applicable taxes.
The warranty provided for herein applies only to the first purchaser or gift recipient of the Product.
This warranty is intended to give you specific legal rights. In addition to the rights described herein, you may also have other rights that vary from state to state or country to country with respect to the exclusion or application of implied warranties, incidental and consequential damages and repair and replacement. Consequently, the limitations or exclusions specifically contained in this warranty may not be applicable to you.