1. Return Policy
Except the following conditions, Wine Palace Holdings Limited (hereinafter, the Company) does not provide any refund or exchange.
i) There is missing or wrong item in the delivery
ii) The customer identified any deficiency or damge before signing off the package.
Customers who wish to return have to provide photo evidence taken upon delivery, and keep all the packaging, include but not limit to carton box, wrapping, box filler etc.
Any glassware or accessory, and any alcoholic beverage over 10 years old, or with the value over HKD$750 or any item sold in As-Is Condition, shall not be refunded in any event. Customer must make appropriate allowances for natural variations of ullages, conditions of cases, labels and corks for old wines.
2. Dispute Resolution Period
Under the situations set forth in 1.i) and 1.ii), the customer has to submit the dispute to us via email within 7 days (the Period) from the date of delivery. Any dispute made after the Period will not be accepted.
3. Procedure for Refund/Exchange
If the product is still available, the Company will arrange an exchange of the same item for the customer. However, the original goods have to be returned to us beforehand. The customer has to follow the Company's instructions and return the original goods via the designated courier within the Period, the delivery fee for the return is borne by the Company.
In case of any dispute, the Company reserves the rights to final decisions.
In case the item is out of stock, the Company will provide refund to the customer. However, the original goods have to be returned to us beforehand. The customer has to follow the Company's instructions and return the original goods via the designated courier within the Period, the delivery fee for the return is borne by the Company. Unless specified otherwise, the Company will refund the customer in the format of store credits. The refund process may take up to 45 days from the date of approval of the dispute.
*(For online customers who paid by credit card) If a customer choose to refund to the credit card, the actual refund date may vary across various banks, please contact the issuer of your credit card for further details.
To submit a dispute, or inquire about return policy, please contact us at email@example.com