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Returns and Exchanges

GENERAL TERMS & CONDITIONS

Goods are applicable for exchanges provided that the Merchandise is still in “Sellable Condition”. “Sellable Condition” means that the Merchandise is returned in its original packaging with original labels, garment tags, price tags, return tags, certificates, warranties, care instructions, product labelling, authenticity cards, extra buttons, hangers, dust bags and boxes (in the case of shoes) are intact and returned together with the Merchandise. Merchandise must be unworn, unused, unwashed, unaltered and in the condition originally sold (in the case of shoes that the soles are not scratched or dirty); and that the Merchandise is not damaged in any way.

The decision as to whether the Merchandise is in “Sellable Condition” remains within JUICESTORE's sole discretion and its decision shall be final.

DELIVERY

Orders will be fulfilled within 5-10 business days (excluding public holidays). Please allow extra processing time during holiday seasons, promotional periods and for special items. 

  • If a customer fails to accept delivery (Failed Delivery Attempts, Refused by Recipient), the parcel will automatically ship back to JUICESTORE and the return shipping fees are the responsibility of the customer. The cost of return shipping is $150 HKD (flat rate). For processing purposes, the cost of return shipping will be deducted from your order. SHIPPING FEE WILL NOT BE REFUNDED.
  • JUICESTORE reserves the right to make the final decision on all cases.
  • Head here for more information regarding deliveries.

 

RETURNS AND EXCHANGES

If you would like an exchange due to DEFECT, it must be requested within 14 days of delivery indicated by the customer’s tracking number provided. JUICESTORE will not accept any returned merchandise without any written communication via email and authorised confirmation.  

 

RETURN SHIPPING

  • All charges incurred as the result of an exchange or return (ie. shipping, duties, and taxes) are the customer’s responsibility. In the case of an exchange the customer will be required to pay an additional re-shipping fee.
  • It is the customer’s responsibility to ensure the accuracy and correctness of the shipment, as well as the responsibility to oversee the product(s) are packaged and delivered intact, unworn and in original purchased condition (Sellable Condition). If any matters of liability arise, the matter will be dealt with and settled between the seller and the customer directly. The terms and conditions of the respective seller will apply

 

EXCHANGES

  • Upon inspection and approval, Exchange or Store Credit will be provided. Returns are issued in the form of STORE CREDIT ONLY - NO CASH REFUNDS.
  • All SALE ITEMS, discounted and promotional merchandise, including any discount/promo codes used are FINAL and are ineligible to be returned or exchanged. 
  • JUICESTORE does not accept or assume any responsibility for loss of or damage to returned goods whilst in transit from the customer. It is therefore strongly recommended that customers use a reputable form of logistics with a tracking number.
  • JUICESTORE will not accept any returned merchandise without any written communication via email.  


REFUNDS

  • There are special cases in which refunds are authorized by JUICESTORE and must be communicated and confirmed via email. 
  • Once your return has been accepted, we will immediately request reimbursement with a confirmation email. The time needed to process your refund may vary based on the payment method used. 
  • JUICESTORE will not accept any returned merchandise without any written communication via email. 

ON SALE ITEMS, SPECIAL RELEASE ITEMS AND COLLABORATION ITEMS

  • All promotional, sale, special release and collaboration items sold are FINAL. No returns, refunds or exchanges will be accepted.
  •  Please make sure you review your order before purchasing any of these items.

 

DAMAGED GOODS 

  • For damaged goods, you may submit an exchange request to the online store only and cannot do so at any of our physical stores.
  • Please allow at least 10 to 15 business days for your return to be processed by our warehouse personnel. Please note: we operate within the Hong Kong calendar and local time (HKT). You will receive an email notification upon completion of the exchange process. 
  • In regards to special releases and sale items, the number of processing days for damaged goods may be subjected to change.

 

CANCELLATIONS

  • Orders may be cancelled prior to Shipping Confirmation (excluding promotional, sale, special release and collaboration items), if you would like to cancel an online order after it has been placed, please contact our Customer Service Center for assistance via online@juicestore.com.
  • Please note that cancellation is not guaranteed if the order has been shipped out.
  • JUICESTORE reserves the right to make the final decision on all cases

 

ELIGIBILITY TO PURCHASE

To shop with us, you need to meet JUICESTORE’s terms of eligibility: 

  • You must have a credit or debit card or PayPal account that we accept (please see ‘Payment Terms’ for types of payment accepted)
  • You must be authorized to use that credit or debit card (e.g. it is in your name or you have permission to use it) 
  • Providing personal and payment details that are warranted by you to be both valid and accurate (email address, real name, phone number, billing information and other requested information as indicated on the Site)

By ordering with JUICESTORE, you are authorizing JUICESTORE to process a charge or charges on their credit card or PayPal account in the amount of the total purchase of the order. You also expressly authorize us  to use personal information provided by you to perform appropriate anti-fraud checks such as credit checks. Agreement to the use of third party services like PayPal will be subject to vetting and fraudulent checks where JUICESTORE reserves the right to refuse a sale. 

JUICESTORE reserves the right to make the final decision on all cases.


PAYMENT

  • We accept payments made by Visa, Mastercard, Union Pay, Alipay, WeChat Pay and PayPal. All payment methods including PayPal (must be a confirmed address) must be registered with an accurate billing address or it will be deemed as a high risk purchase and orders will be cancelled immediately.
  • By placing an order with the payment methods available at JUICESTORE, your card will be charged in HKD and confirm that the payment methods used are yours or you have been authorized by the owner to use it.
  • We only accept your order once payment has been approved and we have debited the payment card. If your card issuer refuses to authorize the payment to JUICESTORE, we are not liable for non-delivery or delays.


PRICING


You may browse in any currency provided in the currency selector on the top right of the webpage for your reference, however you will check out in Hong Kong Dollars. Please note that you will be charged in Hong Kong Dollars. We are not accountable for currency exchanges / fluctuations.

Should there be any inconsistencies between the English and Chinese versions, the English version shall prevail.