1. DELIVERY
Acceptance of Products
Please check your ordered Product(s) (including complimentary gifts) in the presence of Carrier to confirm the quantity, type, color, size and intactness. Please accept the Product(s) only after the forgoing is confirmed by you. In case that you discover any shortfall, inconformity, obvious material or production defects or damage to the Product(s), please notify us immediately by email or phone. Not doing so will not affect your legal rights.
Standard Delivery Time
Generally, delivery time is approximately 2 to 5 business days after the Product(s) under any order is shipped. Please note that we are unable to and we do not accept order to ship Products to PO boxes. The above delivery time is estimate only, and the exact delivery time will vary depending on region and district being selected. We do not ship on public holidays. For the purpose of these Terms and Conditions, "business days" mean any days which exclude Saturdays, Sundays and public holidays and any days on which a tropical cyclone warning signal no. 8 or above or a black rainstorm warning signal is issued in Hong Kong or bad weather warning of similar effect is issued in Macau at any time between 9:00 a.m. and 5:00 p.m.
IF WE FAIL TO DELIVER THE PRODUCTS WITHIN THE ESTIMATE DELIVERY TIME ABOVE, WE WILL INFORM YOU AND YOUR SOLE AND EXCLUSIVE REMEDY IS TO CHOOSE EITHER TO WAIT FOR PRODUCTS TO BE DELIVERED, OR TO CANCEL YOUR ORDER AND GET REFUNDED. APART FROM THE FOREGOING, WE WILL NOT MAKE ANY COMPENSATION TO YOU.
Acceptance of Products
Please check your ordered Product(s) (including complimentary gifts) in the presence of Carrier to confirm the quantity, type, color, size and intactness. Please accept the Product(s) only after the forgoing is confirmed by you. In case that you discover any shortfall, inconformity, obvious material or production defects or damage to the Product(s), please notify us immediately by email or phone. Not doing so will not affect your legal rights.
Passing of property
Property in the Products you have ordered will pass to you when they are delivered to the Carrier. Once the property in the Products have been passed to you all risk of damage to, or loss of, the Products shall pass to you. If you fail to take delivery or the Carrier is unable to deliver the Products, the risk in the Products will still pass to you, and we shall be entitled to charge you for any additional storage costs or delivery fees incurred by us.
2. RETURN /EXCHANGE OF PRODUCTS
For non-software Products with quality problems purchased at the Website, you can request a return / exchange within 7 working days from the date of purchase. It is our policy to satisfy the“Return / Exchange Conditions”described below.
Please note:
The package box suffers from Sunken or damage; colour differences due to different monitors (different displays, colour differences are not avoidable), thickness of the Products, running threads, hand-feel and other similar details, etc, are not recognised as quality issues.
Return / exchange due to reasons such as style, colour and subjective preferences are not a return / exchange for Products with quality issues.
Damage caused by improper use, wash or damage caused by your own alteration or other human factors will not be considered as a quality issue.
If the Products are clearly indicated with defects at the time of purchase, i.e. B-grade or products with identified cosmetic defects, such defects are not considered as quality problems and will not be accepted for return / exchange.
Return / Exchange conditions
the Products are sent back within the stated return / exchange period;
the Products are in original condition (for example, the Products are kept intact, unused, unwashed or unaltered, no stains or cosmetics on the products) and the conditions for re-sale of the Product has not been affected;
the outer package of the Product is intact (including the plastic bag or box; please do not stick any tapes or labels directly on our shoe boxes, please put the shoe box into another box or bag), the Product accessories, instructions, tags, labels, etc. should all be kept intact;
If the Product / parcel has additional gifts (gift with purchase promotion), please return the gift together. The gift needs to be kept in the condition as it was received. If the gift cannot be returned, we have the right to ask you to pay for the gift according to the price of the gift we have indicated.
Return / Exchange Exclusions:
Products not sold through Gwanna official online store;
where the Product is damaged, the logo is cut, and other merchandise not in re-sale condition;
where the electronic invoice or order number issued at the time of purchase is lost;
orders that exceed the return / exchange period;
Products that are clearly indicated with defects at the time of purchase, and then returned / exchanged with defective reasons; and
other circumstances in which the consumer has no right to return / exchange according to this policy and the applicable law.
Return / Exchange process
The newly exchanged item will be sent to the delivery address on the original order; if there is any change in the delivery address, please let our customer service know in advance. If you request to exchange the products, your return request cannot be accepted before the exchange is completed. If you have requested an exchange for any of the products in the order, you cannot request for further exchange in the same order until the existing exchange process is completed.
3)Return / Exchange delivery and postage instructions
Please note that we only accept returns / exchanges by our appointed courier. Returns / exchanges from normal mail, registered mail and express delivery will not be accepted. For return / exchange without quality issues, the cost of postage is borne by you.
We recommend that you insure your package for safe return to us, and you are requested to declare the full value of the shipment to the courier company so that you are completely protected if shipment is lost or damaged in transit. If you choose not to insure or declare the full value of the returned / exchanged Products, you will be responsible for any loss or damage to the Products during shipping. We are not responsible for any risk of damage to, or loss of the Products upon return.
4)Refund time
For the returned Products, once we confirm that the return conditions and requirements are met, we will refund the actual payment within 7-10 business days after receiving the returned Product(s), but:
We have the right to deduct the partial refund amount if your returned Products were bought together with other Products to enjoy our threshold promotions or offers;
We have the rights to deduct the shipping fee from your refund amount if your returned Products were bought together with other merchandise to enjoy a free shipping promotion.
The time of receipt of the refund depends on different refund methods. The time of actual refund to your account depends on different banks or payment platform operations. It may take up to 10-15 business days.
If the return does not meet the return conditions or requirements, we will contact you and return the Product(s) to you at your cost.