7. CANCELLATIONS AND RETURNS
- 7.1
- Your satisfaction is Our number one priority.
- 7.1.1
- Should You wish to cancel Your order or return an item You have ordered then please contact Our Customer Services on:
E-mail: | |
Tel: | + 800 3516 8311 (toll free) |
| | Monday to Friday from 9a.m. to 6pm. Hong Kong time. |
- 7.1.2
- Alfred Dunhill Customer Services will supply You with a Returns Authorisation Form number (RAF) and full instructions. You should retain the RAF number as a record.
- 7.1.3
- When contacting Customer Services please quote:
• Your order reference number (please refer to Your packing note or order confirmation e-mail);
• The items(s) You are returning or cancelling;
• Reasons for return or cancellation;
• Whether You would like a replacement or refund. - 7.1.4
- Our address for returns and cancellations is:
Alfred Dunhill On-Line Customer Services
Alfred Dunhill Division
Richemont Luxury Asia Pacific Ltd.
19/F, Tower One, Times Square,
1 Matheson Street.
Causeway Bay,
Hong Kong
- 7.2
- Cancellations and “cooling off” period.
- 7.2.1
- If You wish to cancel Your order, You are entitled to do so within fourteen (14) days following delivery of the item(s) and obtain a full refund of the purchase price of the delivered item(s). If required Alfred Dunhill will arrange pick up of Your cancelled order (NB. excluding pen and lighter refills) and pay the transportation costs for the order cancellation events listed in 7.7 below.
- 7.2.2
- Please be aware that sometimes it will not be possible to stop a cancelled order from being dispatched, because We endeavour to process orders on the same day. If Your order has already been fully processed and dispatched, please follow the returns policy.
- 7.3
- Cancellation and returns following delivery.
If You are not happy with the item(s) delivered You may either: - 7.3.1
- Cancel Your order. In accordance with the aforementioned cancellation and "cooling off" period, the cancellation period commences as of the date You receive Our e-mail acknowledging acceptance of Your order and ends on the fourteenth (14th) day following receipt of the merchandise by You or, in the case of gifts, the person who received them.
- 7.3.2
- Exchange an item for a different item of the same value or higher. If of higher value then you must pay the surplus.
- 7.3.3
- Return the item
- 7.4
- Returns, exchanges and cancellations
- 7.4.1
- In the event of returns, exchanges or cancellations, We require that You return any item(s) to Us in their original packaging in a "new and unused state" with all original labelling attached and a copy of the invoice.
- 7.4.2
- PLEASE NOTE: "new and unused" means that there are no marks on the item(s) or any wear on the tags. We do not sell used item(s) and will not accept any item with any indication that it was used or, in the case of belts, cut to size. All item(s) will be subject to a Quality Control (QC) check on return receipt. If item(s) do not meet QC standards then the item(s) will be returned to the purchaser at the purchaser's cost.
- 7.5
- All returns, exchanges and cancellations will only be accepted with a RAF number (please refer to section 7.1.1 above for details of how to obtain a RAF number).
- 7.6
- It is the Customer's responsibility to ensure that any goods being returned are fully insured whilst in transit to Alfred Dunhill.
- 7.7
- Although We make every effort to ensure that You receive the item(s) ordered, please let Us know if this is not the case. We offer a free returns process using DHL in the event that:
| a) | The item(s) is not what was ordered. |
| b) | The item(s) is flawed. |
| c) | You have changed Your mind and wish to cancel Your order during the cooling off period outlined in section 7.2 above (this does not apply to orders sent as a gift please see Our gift policy in section 8) |
- 7.8
- In all other cases shipment and insurance of item(s) returned, cancelled or exchanged is the responsibility of the sender and this will be at their cost. We require that item(s) be returned within fourteen (14) days of the date of delivery of the item(s).
- 7.9
- Our address for all returns is:
Alfred Dunhill On-Line Customer Services
Alfred Dunhill Division
Richemont Luxury Asia Pacific Ltd.
19/F, Tower One, Times Square,
1 Matheson Street.
Causeway Bay,
Hong Kong
- 7.10
- In the event of any failure to return any item(s) to Us as set out in these Terms within the stipulated time limits, even though validly cancelled, We shall have the right to charge any costs relating to the recovery of the item(s). For further information You can contact Our Customer Services on:
E-mail: | |
Tel: | + 800 3516 8311 (toll free) |
| | Monday to Friday, from 9a.m. to 6pm. Hong Kong time. |
- 7.11
- Refunds to You will be made within 30 days of the date of cancellation notice provided that the goods are properly returned in accordance with these Terms of Purchase. The sums paid by the original purchaser for all properly returned items in a new and unused condition will be credited to the original purchaser's payment card including sales tax (if applicable) but excluding shipping charges and recovery costs. We do not offer Alfred Dunhill store credits.
- 7.12
- Alfred Dunhill will not issue credit notes for use through the dunhill On-Line Taiwan Store or in Alfred Dunhill stores.
- 7.13
- Alternatively, if You do not wish to return items purchased through the dunhill On-Line Taiwan Store, they can be exchanged in Alfred Dunhill stores in Taiwan provided that the items are in a new and unused conditions (see Clause 7.4.2 above) and You have a copy of the invoice.
PLEASE NOTE. Alfred Dunhill will not exchange or refund items bought in a sale.