Rose Candle

Satisfaction Guarantee

Our Satisfaction Guarantee covers all purchases made at our online shop. It does not cover purchases made at department stores and specialty stores as these stores have their own Returns Policy, which we respect.

All items can be returned for a full refund or exchange within 30 days of when you receive them.
Items purchased may be returned by mail to:
RE STORE at 13/F

Kai Kwong Commercial Building,

332-334 Lockhart Rd,

Wan Chai, Hong Kong

Items must be returned in their original packaging accompanied by the receipt, so we recommend you keep your packaging and receipt for at least the first 30 days after purchase.
If you purchase the items during a gift-with-purchase or purchase-with-purchase promotion, please remember to return the gift or sale item as well.
 

Returning an item couldn’t be easier. If you are not happy with your purchase for any reason you have 30 days from the date you received it to exchange it or receive a refund.  Please note that we only accept items that are in their original condition which means:

• No damage or stains on the products

• The product is unworn, unused and unwashed

• All original tags attached

• In resell-able condition

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Please note that we will not be able to provide a refund on any shipping fees charged for the original order.

Return Delivery Charges: We will pay for shipment of repaired or replaced products to customer and customer will be responsible for return shipment of the product to us.

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RETURNING PROCEDURE:

• Once we receive the returned products and determine that they meet the return criteria, we will credit back the refund to your credit card account within 21 business days.

• If the return item does not meet the above return criteria, we will return the item to you and would have to charge an additional HK $60 as return delivery charge.

• The refund amount is subject to the actual payment amount.

• The actual refund date is based on the bank or online payment platform processing cycle.

• If there is any free gift or free shipping in the order and you cannot fulfill the original order requirements of receiving free gift(s) or free shipping after making returns, the free gift must be returned together with the order for refund. If the free gift is not returned, the retail amount of the gift will be deducted from the refund amount. The shipping fees will also be deducted from the refund amount in case you cannot fulfill the original order requirements of receiving free shipping.

• If your order cannot fulfill the original order requirements of applying the coupon code after making return, the total value of the coupon code will be deducted from the refund. Once the order is refunded, the relevant coupon code cannot be used again.​

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We understand that every case is unique. If you need to speak to someone on returning an item, please feel free to email us at info@restoreshop.org.

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Please note, that currently we are only able to ship within Hong Kong. We offer free delivery for online orders of HK$500 and above to anywhere in Hong Kong.

For orders of less than HK$500 we have a delivery charge of HK$30 according to the parcel weight plus a handling fee of HK$10 . Usually shipping costs range between HK$30 (up to 1 kg) to HK $60 (above 1kg).

Please make sure you leave a contact telephone number so we can coordinate the delivery time with you. We’ll always phone you first to confirm your order.
Orders are typically shipped out to our delivery partners within 3 working days and we will do our best to make deliveries happen within 5 working days, with the majority of the orders reaching within 5-8 working days.