POLICY FOR THE REPLACEMENT OR RETURN OF PRODUCTS
1. GENERAL
1.1. HAWKERS (“we”, “us”, or “our”) recommends that all consumers or users of our website (“you”, “your”, or “yours”) read and understand our Terms and Conditions before making any purchase from us or on our website and to fully understand the terms and conditions in relation to any purchase made.
1.2. This Policy permits the replacement of defective products subject to your request being verified and approved by our Quality Department, pursuant to Clause 2 below.
1.3. This Policy permits the return of products by way of your right of withdrawal, pursuant to Clause 3 below.
1.4. The general terms and conditions for the replacement of any defective product (“Warranty Procedure”) and the return of any product (“Returns Procedure”) under Clause 2 and Clause 3 respectively below are as follows:
- You must provide the following details to our contact channel with the following information:
- Your full name and contact details;
- The identified defects of the product(s);
- The defective product(s) with photographs and other applicable evidence to demonstrate or support the alleged defects or lack of conformity of the product(s); and
- Any other additional documentation that provides or supports the identification of the purchase that was made by you.
- Any product to be returned under Clause 3 below must be UNUSED and in the ORIGINAL SALE CONDITION ACCOMPANIED BY ALL ORIGINAL LABELS, PACKAGING, WRAPPING, and if applicable, such other documentation and original accessories that were delivered or packaged with the product. Please note that this Clause 1.4(b) is only applicable for the return of products under Clause 3 only, and shall not be applicable to the replacement of defective products under Clause 2.
- All returns of products under Clause 3 below must be made to the address of any of our offices or warehouses as provided below:
- HONG KONG: Room 801-2, 8/F, Easey Commercial Building, 253-261 Hennessy Road (Wanchai, Hong Kong)
- MALAYSIA: Room 801-2, 8/F, Easey Commercial Building, 253-261 Hennessy Road (Wanchai, Hong Kong)
- SINGAPORE: Room 801-2, 8/F, Easey Commercial Building, 253-261 Hennessy Road (Wanchai, Hong Kong)
- WE ARE NOT RESPONSIBLE FOR THE COURIER SERVICE PROVIDER ENGAGED BY YOU FOR THE RETURN OF SUCH PRODUCT. WE SHALL NOT BE RESPONSIBLE OR LIABLE for any returned product that is not delivered to our offices or warehouses. We strongly recommend that you request for and obtain the necessary proof of delivery from the courier service provider upon delivery of the relevant product for the purposes of determining that the courier service provider has correctly deposited or delivered the said product to our office or warehouse as selected by you. WE ARE NOT RESPONSIBLE for any incorrect address as may be inserted or selected by you if such product was deposited or delivered to any address other than those as provided in Clause 1.4(c) above. We reserve the right to request such proof of delivery from you for our verification.
1.5. This Policy contains additional specific terms and conditions for the replacement of defective products (Clause 2) and the return of products under your right of withdrawal (Clause 3) respectively.
1.6. If you have any concerns or questions about this Policy, please contact our contact channel at www.hawkersco.com/pages/contact.
2. REPLACEMENT OF DEFECTIVE PRODUCTS
2.1. In addition to the general terms and conditions under Clause 1 above, the terms and conditions under this Clause 2 shall apply to the replacement of any defective product.
2.2. In case any product is defective or does not meet the description during a period of (1) one year from the date on which the product was received, you may contact our contact channel to commence the Warranty Procedure by providing such information, details, and documentation as described under Clause 1.4(a) above.
2.3. Each defective product must be reported to us or our contact channel in accordance with Clause 1.4(a) above. Please note that you are not obligated to return the alleged or verified defective product to us.
2.4. Once we have received the mentioned request, communication, and evidence from you, and our Quality Department has analyzed your request, you will be informed as soon as possible, which may not be more than 72 hours from the time of your request submission, as to whether your request is eligible for the Warranty Procedure.
2.5. In the event your request is approved for the Warranty Procedure, you will be eligible for the replacement of the defective product with the same product or such other product or model with similar characteristics and price (subject to stock availability. HAWKERS will bear any necessary costs in replacing the product including postage. HAWKERS informs the consumer and user that, given the characteristics of the products, repairs cannot usually be carried out because it would be disproportionate.
2.6. The delivery of the replacement product with identical or similar characteristics or description and price (subject to stock availability) will be made within four (4) to seven (7) working days from the date on which we provide you with a written confirmation of the approval of your request for the replacement of the defective product or the delivery of the determined replacement product.
3. RIGHT OF WITHDRAWAL
3.1. In addition to the general terms and conditions under Clause 1 above, the terms and conditions under this Clause 3 shall apply to your right to withdraw your order placed on our website without giving any reason, so long as such order withdrawal is made no later than fourteen (14) calendar days from your receipt of the product. Please be informed that any withdrawal request made by you after fourteen (14) calendar days from your receipt of the product WILL NOT BE ENTERTAINED.
3.2. You may return the order to us, in whole or in part, save and except for products purchased in a single order that were under a promotion.
3.3. In circumstances of products purchased in a single order comprising promotional products, such as the purchase of two products or three products for the price of one and the purchase of any product accompanied by a free product, all such products purchased, promotional products and free products under such promotion must be returned to us.
3.4. Please take note of the following:
- If you inform us of your withdrawal of the order, in whole or in part, before our shipment of such order to you, the sum amounting to such withdrawn order shall be refunded to you accordingly;
- If you inform us of your withdrawal of the order, in whole or in part, after our shipment of such order to you, the sum amounting to such withdrawn order shall be refunded to you LESS the shipment or delivery costs incurred by us.
3.5. If you intend to return your order under Clause 3.1 above, you may contact our contact channel to commence the Returns Procedure by providing such information, details, and documentation as described under Clause 1.4(a) above.
3.6. Each product to be returned must be in accordance with Clause 1.3(b) and Clause 1.3(c) above, failing which WE SHALL NOT BE RESPONSIBLE OR OBLIGATED TO RETURN SUCH PRODUCT OR REFUND YOU THE PRICE OF SUCH PRODUCT. Furthermore, you agree that if such product being returned suffers any damage, this will result in a depreciation of the product and we retain the right to refuse your return of the product.
3.7. In addition to Clause 1.3(c) and Clause 1.3(d) above, and in the event of a return of product or order under this Clause 3, you shall bear the cost of the return or delivery of such product to us. We will not reimburse you for any shipment or delivery cost that is incurred by you for your return of the product to us.
3.8. We will complete the verification of the product returned (which must be to the effect that such is in optimal condition) as soon as possible, which may not be more than 72 hours, and we will proceed to refund the amount paid by you towards the product returned, which may constitute either the entire or part of the purchase order. The refund shall be made by us to you as soon as possible and in any case within fourteen (14) calendar days from the date on which the returned product(s) are received by us, although the refund period may be shorter.
4. PRODUCT EXCHANGE POLICY
4.1. We STRICTLY DO NOT permit the exchange of a product purchased by you for another product offered on our website.
4.2. In the event you wish to exchange a purchased product for another offered product, you must exercise your right of withdrawal from the product(s) (as described under Clause 3 above) and subsequently purchase the new product.