Purpose of This Guide
This Return and Refund Policy explains how Pellicoridien handles damaged or incorrect bags delivered within Hong Kong. It identifies the available return period, collection process, assessment procedure, exchange option, and refund timeline. Questions may be sent to concierge@pellicoridien.com .
Policy Snapshot
Pellicoridien provides a thirty-calendar-day return window beginning on the date the order is delivered. Returns are accepted when the received item is damaged upon arrival or is not the product ordered. Returns based on a change of mind, changed preference, or an unwanted style or color are not accepted, except where mandatory Hong Kong law provides otherwise.
Eligible Return Checkpoint
A request may qualify when:
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The bag was damaged when delivered;
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The delivered bag differs from the item stated in the order; and
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The customer contacts Pellicoridien within 30 calendar days after delivery.
Customers should retain the bag, packaging, labels, accessories, and order information. Photographs may be requested to arrange collection but do not replace the assessment.
Requests Outside This Policy
Pellicoridien does not accept returns because the customer changed their mind, selected an unwanted style or color, no longer needs the item, or noticed minor screen-related color variation. Damage after delivery, misuse, alteration, or improper storage is also excluded.
These exclusions do not remove non-excludable solutions under Hong Kong law. Each request will be considered on its facts.
How to Open a Request
Email concierge@pellicoridien.com within the return period. The message should include:
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The customer’s name and contact details;
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The relevant order number;
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A description of the damage or incorrect item; and
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Supporting photographs, if reasonably available.
Pellicoridien will review the information and arrange doorstep collection. Collection is free, with no restocking, handling, administration, or collection fee. Customers should not send items independently unless Pellicoridien provides written instructions, as this may prevent tracking.
Doorstep Collection
The customer must make the item available at the agreed Hong Kong address with its packaging, labels, accessories, and supplied components where available. Missing packaging alone will not defeat a valid statutory claim.
Twenty-Four-Hour Assessment
After the returned item reaches Pellicoridien, an assessment will be completed within twenty-four hours. Pellicoridien will compare the item with order records and review the reported issue. The assessment determines whether the bag was delivered damaged or whether an incorrect product was supplied.
Pellicoridien will communicate the result using the supplied contact information. Customers may be asked for further relevant information. Every assessment remains subject to mandatory consumer rights.
Available Resolution
When an eligible return is accepted, Pellicoridien will offer an exchange for the ordered item, subject to stock availability. The replacement will be delivered without an additional delivery charge.
If the replacement is out of stock, Pellicoridien will refund by bank transfer. Doorstep cash refunds are unavailable. The customer must provide accurate bank information. Pellicoridien will use it only to administer the refund and related records under its Privacy Policy. (Link with Privacy Policy)
Refund Timing
Refund processing begins after completion of the twenty-four-hour assessment. Once initiated, the amount may take up to seven business days to appear in the customer’s nominated account. Actual posting times depend on the receiving banking provider. Pellicoridien will reasonably assist if the customer reports that a processed transfer has not appeared after that period.
Incorrect bank details may delay or prevent receipt. Customers should review transfer information. Pellicoridien is not responsible for delays caused by inaccurate customer details or a banking provider, but will provide transaction information upon request.
Legal Rights in Hong Kong
This policy operates alongside the Sale of Goods Ordinance (Cap. 26), Trade Descriptions Ordinance (Cap. 362), Control of Exemption Clauses Ordinance (Cap. 71), Unconscionable Contracts Ordinance (Cap. 458), Electronic Transactions Ordinance (Cap. 553), and Personal Data (Privacy) Ordinance (Cap. 486).
Nothing in this policy excludes, limits, or replaces rights or solutions that cannot lawfully be excluded. If a provision conflicts with mandatory Hong Kong law, the mandatory requirement prevails.
Questions and Complaints
Questions, return requests, refund inquiries, or complaints should be emailed to concierge@pellicoridien.com Include the order number and all relevant facts. The parties should first seek a fair resolution through direct communication, without restricting either party’s right to approach an appropriate authority or Hong Kong court.