Exchange & Refund

♦  Damaged or incomplete product packaging; or

♦  Wrong order or delivery of purchased items

Otherwise, under normal circumstances, we would not accept any request for the return or exchange of products. Please DO NOT ACCEPT DELIVERY if you encounter any of the above situations.  You should notify us immediately by calling our customer hotline +852 3703 3380 ( during office hours 9:00 am – 6:00 pm) or email to cs@hocwines.com.hk ( during non-business hours ) to make arrangements for an exchange within 7 days of receipt.  Otherwise, we do not accept any request for exchange of Good(s) or cancellation of Order(s).

2.  

Original sales receipt or relevant electronic receipt must be presented to us for the request of product exchange.

3.  

All Good(s) must be returned in the exact same condition as they were supplied, together with original packing.  Otherwise, we reserve the right to refuse the request for product exchange.

4.  

We do not accept any request for product exchange or return once the Goods & Services has been collected by the customer or delivery of the Goods & Services has been accepted by the customer.

5.  

If a request for a refund is accepted by us, the refund will be credited to your credit card bank account in about 4 - 6 weeks.

6.  

Upon receipt of your request for product return or exchange, we will make a determination, at our sole discretion, whether a product acclaimed to be damaged or defective was actually damaged or defective when originally sold or delivered to you.  Requests for product return or exchange will be reviewed and determined on a case-by-case basis.  We reserve the right, in our sole discretion, to refuse to refund or exchange any product.  Wine and spirits products above HK$1,000 per item shall not be returned, exchanged, or refunded in any event.