This policy explains how Aethelmisdress handles damaged or incorrect dresses delivered within Hong Kong. Read it with our Terms and Conditions. By ordering, customers acknowledge the rules and procedures below.
For assistance, contact atelier@aethelmisdress.com. Complete information supports efficient and fair review without removing applicable legal rights or solutions.
The return window lasts 30 calendar days and begins on the date the order is delivered. A return may be requested only when:
Aethelmisdress does not accept returns for a change of mind, personal preference, or an incorrect color or size selected by the customer. Minor screen-related color differences are not damage where the product was accurately described. Items showing customer-caused damage, alteration, washing, misuse, or wear may be ineligible.
These limitations do not exclude protections that cannot legally be limited. Each request is considered according to its circumstances and applicable law.
Email atelier@aethelmisdress.com within 30 days. Include the order number, customer name, delivery address, problem, and requested resolution. We may request photographs of the item, packaging, label, or damage.
Keep the dress in its delivered condition with tags, accessories, and packaging where reasonably possible. Do not send it independently. Aethelmisdress must arrange collection so the return is recorded correctly.
A request submitted after 30 days may be declined unless Hong Kong law requires another outcome. Sending a request does not automatically establish eligibility; the collected product remains subject to inspection.
When a request appears eligible, Aethelmisdress will collect it from the original Hong Kong delivery address. Make the product available at the agreed time. No collection or restocking fee applies.
If collection cannot occur because the address is inaccurate or nobody is available, Aethelmisdress may contact the customer to arrange another time. Delays in making the item available may extend the resolution timeline.
After collection, Aethelmisdress will inspect the item within 24 hours to determine whether it arrived damaged or differs from the order. We may compare it with order records, dispatch information, photographs, and labels.
Aethelmisdress will communicate the outcome using the available contact details. If the item is ineligible, we will explain the reason and discuss its return to the customer, subject to applicable law.
When the return is accepted, Aethelmisdress will first offer an exchange for the correct or replacement product. An exchange depends on stock availability. If the relevant item is out of stock, Aethelmisdress will provide a refund instead.
Refunds are issued by bank transfer because original orders are paid through cash on delivery. After the item passes inspection, Aethelmisdress processes the transfer following the 24-hour assessment. Customers must provide accurate account details through the requested communication channel.
Funds may take up to seven business days to appear in the nominated account, depending on the customer's banking provider. Bank processing times are outside Aethelmisdress' direct control. Aethelmisdress may request corrected information if supplied details are incomplete or inaccurate, and the refund timeline may pause until usable details are received.
This policy is administered in accordance with the Sale of Goods Ordinance (Cap. 26), which governs applicable conditions concerning goods; the Trade Descriptions Ordinance (Cap. 362), which addresses false trade descriptions and specified unfair trade practices; the Control of Exemption Clauses Ordinance (Cap. 71); and the Unconscionable Contracts Ordinance (Cap. 458).
Electronic return communications are addressed consistently with the Electronic Transactions Ordinance (Cap. 553). Personal information, photographs, delivery details, and bank information are handled under the Personal Data (Privacy) Ordinance (Cap. 486) and its Data Protection Principles.
Nothing in this policy limits a statutory right or solution that cannot be excluded. If any provision is unenforceable, the remaining provisions continue to apply.
Customers should email atelier@aethelmisdress.com with return or refund questions. Aethelmisdress will review concerns using order and return records and seek a reasonable resolution. This policy is governed by Hong Kong law, and disputes fall within the jurisdiction of the Hong Kong courts.