Return and Refund Policy

This document establishes the protocols for product returns and fiscal restitutions at Xavellejade. Our operations within the Hong Kong Special Administrative Region are governed by the Sale of Goods Ordinance (Cap. 26), which ensures that items provided are of merchantable quality and fit for their intended purpose. To foster a relationship built on transparency, we operate under a specific trust-based fiscal model.

I. The Trust-Based Payment Model

To ensure maximum transparency, Cash on Delivery (COD) is the sole payment method available on our platform. This allows you to verify the physical arrival of your order at your doorstep before any transaction occurs. Because we do not collect digital payments at the point of sale, all subsequent refund processes follow the specialized bank transfer protocol defined in Section VI.

II. Eligibility for Return

In accordance with Section 16 of the Sale of Goods Ordinance, we facilitate returns within a 30-day window from the date of delivery. A return request is valid under the following specific conditions:

• The item sustained damage during transit.
• The item received does not match the order specifications (wrong product).
• The item does not meet the size or fit requirements of the user.

If you’re returning an order, it must be in the following condition for us to accept:

• It should be in original packaging
• It should be completely unworn with no signs of use

III. Logistics of Recovery

Once a return request is validated, we arrange for a professional pickup at a time and location within Hong Kong that suits your schedule.

• Zero Cost Policy: We do not impose return shipping fees or restocking charges. The recovery process is entirely free for the user.
• Inspection Protocol: Upon the arrival of the item at our local facility, we require 1 business day to conduct a formal inspection to verify the condition of the goods.

IV. Resolution Pathways: Exchange or Refund

Following a successful inspection, you may select one of two resolution pathways:

• Exchange: If the desired replacement is currently in stock, we will dispatch it following our standard shipping timelines.
• Refund: If an exchange is not preferred or the item is unavailable, a full refund of the purchase price will be issued.

V. Data Privacy in Refunds (PDPO)

To execute a refund for a COD transaction, we require your banking identifiers. In strict adherence to the Personal Data (Privacy) Ordinance (PDPO), we will request these details via a secure email from [email protected].

• We only collect the bank name, account holder name, and account number.
• This data is used exclusively for the singular purpose of the transfer and is handled according to our Data Transparency Manifesto.

VI. Fiscal Restitution Timelines

Accuracy in the banking details provided is essential to avoid processing failures.

• Internal Processing: We initiate the bank transfer within 1 business day of receiving your validated account information.
• Banking Latency: While our action is immediate, the funds typically require 10 to 12 business days to reflect in your balance. This duration is subject to the internal clearing cycles of your specific institution.

VII. Fair Dealing

We disclose all terms of trade clearly to ensure no deceptive practices occur. By maintaining a 30-day window and removing restocking fees, we provide a fair environment for the consumer. This policy functions in tandem with the Control of Exemption Clauses Ordinance (Cap. 71), protecting your right to a functional solution for sub-standard goods.

For assistance with a return, please initiate contact via [email protected].