Return and Refund Policy

Return and Refund Policy

At Kelmorienne, our return process is intended to provide a clear route when a handbag arrives damaged, defective, or different from the item ordered. Because we operate exclusively within Hong Kong and use Cash on Delivery, eligible returns are managed directly by our team, including doorstep collection and, where applicable, replacement or refund.

This policy should be read together with our Shipping Policy and Terms and Conditions.

1. Your 30-Day Return Window

A return request must be submitted within 30 days from the date the handbag is delivered.

Our return framework is summarized below:

2. When a Handbag Can Be Returned

A return may be requested where:

• The handbag was damaged when received.
• The handbag has a defect that was present upon receipt.
• The handbag delivered is different from the item ordered.

Returns are not offered simply because a customer changes their mind after delivery or decides that they no longer want the item.

Customers should review the dimensions, specifications, photographs, descriptions, and available size guidance on the relevant product page before ordering.

Hong Kong does not generally impose a standardized cooling-off period for ordinary online retail purchases. Consumer transactions are nevertheless subject to applicable legislation, including the Sale of Goods Ordinance (Cap. 26), under which goods are subject to statutory requirements concerning matters such as quality, fitness for purpose, and correspondence with their description.

3. Starting Your Return

To request a return, email shop@kelmorienne.com within the 30-day period.

Please provide information that enables us to understand and review the request, which may include:

• Your order information.
• The handbag concerned.
• A description of the damage, defect, or incorrect item.
• Relevant photographs, where reasonably required.
• Contact information needed to arrange collection.

Submitting a request does not automatically establish eligibility. We will review the information provided against this policy and applicable consumer rights.

4. Doorstep Collection at No Charge

Once an eligible return request is accepted, Kelmorienne will arrange collection from your doorstep at a suitable agreed date and time.

Customers do not need to arrange independent return shipping.

Before collection, please ensure that the handbag is:

• Unworn and unused beyond what is reasonably necessary to identify the issue.
• Returned in its original condition, subject to the reported defect or damage.
• Placed in its original packaging.
• Accompanied by relevant packaging or items originally supplied with it.

There is no collection fee or restocking fee for an eligible return.

5. What Happens After Collection?

Once the returned handbag reaches us, we generally allocate one working day for inspection.

The inspection allows us to assess:

• The reported damage or defect.
• Whether the correct handbag was originally supplied.
• The condition of the returned product.
• Whether the return satisfies the requirements of this policy.

Our policy does not seek to exclude or restrict rights that cannot lawfully be excluded under Hong Kong law. The Control of Exemption Clauses Ordinance (Cap. 71) and Unconscionable Contracts Ordinance (Cap. 458) form part of Hong Kong's consumer-contract framework.

6. Replacement or Refund

After an eligible return has been scrutinized, the available resolution will depend on the circumstances.

Replacement

Where a replacement is requested:

• Replacement is subject to the same handbag being available in stock.
• The replacement is prepared for dispatch after the return process is completed.
• Our standard 2–3 business day shipping and delivery time frame applies to the replacement.

Refund

Where a refund is applicable or selected:

• Refunds are issued through bank transfer.
• No refund processing or restocking fee is deducted.
• We will contact you by email to request the necessary bank details.
• After receiving the required details, we will initiate the transfer within 1 working day.
• The amount may take approximately 8–10 business days to appear in your account, depending on your bank's processing arrangements.

7. Protecting Your Bank Information

Bank information collected for an eligible refund will be handled in accordance with our Privacy Policy and applicable requirements of Hong Kong's Personal Data (Privacy) Ordinance (Cap. 486), or PDPO.

Customers should provide requested bank information only through the communication channel specified by Kelmorienne and should check the recipient cautiously before sending sensitive information.

We will use refund-related personal data for purposes connected with processing and administering the refund, subject to applicable data-protection requirements.

8. Fair Product Information and Consumer Rights

The Trade Descriptions Ordinance (Cap. 362) prohibits specified unfair trade practices, including false trade descriptions and fake omissions, and applies to online as well as physical traders.

Nothing in this Return and Refund Policy is intended to remove any statutory right or solution available to a customer under applicable Hong Kong law. Where a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

9. Return and Refund Inquiries

For return eligibility, collection arrangements, replacement questions, or refund inquiries, contact:

Email: shop@kelmorienne.com

Please contact us within the applicable 30-day period and provide sufficient order information for us to identify and review your request efficiently.

Kelmorienne will assess eligible return requests in accordance with this policy and applicable Hong Kong consumer and personal-data legislation.