shop4hongkong.com Returns policy
We want to ensure you are always happy when shopping with us, but just in case there is a problem, we gladly offer returns and exchanges as per our returns policy below:
How to request for a Return Authorisation Number ("RAN")
If your item is defective or an unwanted purchase (within 14 days of receipt), please contact us firstly (including the date of receipt) and one of our team members will email you back with a Returns Authorisation Number. Please note: failure to request an RAN may result in a delay processing your return.
Regrettably, PC games cannot be returned once opened. Please check that the game will run on your machine before ordering, as we cannot be responsible for incompatibilities with your system.
Items faulty on arrival
You have 14 calendar days from receipt of your order in which to inspect the goods and advise us if they were faulty on arrival. During this initial 14 day period, you are covered by our quality guarantee in addition to your normal rights and will qualify for a replacement or full refund once the faulty items have been returned to us, in their original packaging complete with all accessories and documentation. We will cover the costs incurred for returning the item in store credit that will be added to your account once we receive your item back with us. With a faulty item, once received our technicians will inspect the item and seek the assistance of the manufacturer in repairs, this can take up to 14 working days. If the item is found to be faulty and cannot be repaired we will then process your requested refund/replacement. However, if the item is found to be working it will be sent back to yourself.
If you change your mind
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 14 working days of receipt. The item must not be used and must be 'as new' when returned to us. Please email us firstly to obtain Returns Authorization Number and return back to us at your own expense.
Returning parcels back to us
You will need to pay the return postage and for safety, we would recommend you use a recorded delivery service and keep the proof of postage. Your parcel is your responsibility until it reaches us. We cannot accept liability for goods that get lost or damaged in transit back to us.
All items must be returned to us in their original condition. With this in mind, please follow the instructions above - failure to do so may result in us being unable to accept your return.
In the event that an item develops a fault after the initial 14 day returns period, this may be covered by the Manufacturers warranty. For items which include warranty registrations, you may need to complete these registrations in line with the Manufacturers instructions to be able to benefit from the warranty.
In most cases, goods under Manufacturers Warranty will qualify for a repair, replacement or partial refund rather than a full refund. You won't be able to get a repair, replacement or partial refund if the fault is due to normal wear and tear or the goods have lasted for as long as you can reasonably expect.
Wear and tear includes (but is not limited to) faults caused by accidental damage (including water damage), using the product outside of the intended use or against manufacturers instructions, damage caused by pets or external factors, or simply the physical deterioration over time from wearing or using the product.
Normally we will assist you with warranty claims within 6 months of the date of purchase.
If you have any queries please do not hesitate to contact our Customer Services Team who will be more than happy to help.