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RETURN & EXCHANGE

Ordered item may be exchanged or returned, provided that it complies with following criteria:

(1) The exchange or return has to be requested and processed within 14 business days of receiving your order.  

(2) All tags, certificates, warranties, care instructions, product labeling, authenticity cards, extra buttons, hangers, dust bags and boxes (in the case of shoes) are intact and returned together with the Merchandise.

(3) The Merchandise does not fall within the category of “Excluded Items” as defined below.

(4) The Merchandise is in Sellable Condition as defined below.

(5) The decision as to whether the Merchandise is in Sellable Condition remains within Secoo’s sole discretion and subject to the applicable laws and regulations of Hong Kong SAR.

Excluded Items

No return or exchange will be accepted for the items which are defined as “Excluded Items”  : fine / vintage jewelry, fine watches, pillows, mattresses, underwear, swimwear, lingerie, socks, bespoke or made-to-measure merchandise.

 

Sellable Condition

“Sellable Condition” means that the Merchandise is still in its original packaging with the original labels, garment tags, price tags and return tags still attached; that the merchandise is unworn, unused, unwashed, unaltered and in the condition originally sold; and that the merchandise is not damaged or soiled in any way. Returns / Refunds that do not meet our policy will not be accepted and sent back to the customer. Without prejudice to the generality of the foregoing, the additional conditions below apply to specific categories of merchandise.

Beauty

Skincare, cosmetics, hair care, fragrance, nail and aerosol products should be returned in unused, unopened condition and in the original packaging.

Bags

Bags should be returned in a new, unmarked, unused and undamaged condition with protective strips on hardware intact and dust bags if provided on delivery.

Shoes

Shoes should be returned unmarked and in their original, undamaged shoe box and dust bag as this is considered part of the Merchandise. Shoes that are returned without a dust bag and box, in a damaged dust bag or box or with marked, scratched or dirty soles may not be accepted, and may be sent back to the customer.

Clothing (exclude lingerie , swimwear, underwear, socks)

Merchandise should be returned in a new, unmarked, unused and undamaged condition.

Limited-Edition Products And Books

As these items are highly collectible, returns will not be accepted if the protective cover and packaging have been removed.

Digital Accessories, Headphones, Headsets

These items are delivered in sealed packaging and should be returned with seals intact and unopened otherwise they will not be accepted for return.

Other Factors / Faulty Goods

Goods are classified as faulty if they are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty.

If your item is faulty when you receive it, you can return it for a refund. Simply request a return through your Secoo account and send the faulty goods back to us within 14 business days of receiving your order.

Color

We have made every effort to display the colors of our products that appear on Secoo as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a color will be completely accurate.

Final Sale

Products sold during our sale clearance cannot be returned or exchanged.

 

How To

Should you need to return or exchange your purchase, you have 14 business days from receiving your order to dispatch your return or exchange.

 

Returns

For Items from Hong Kong, Mainland China and Other Countries

  1. Contact the customer service and dispatch the product(s) you would like to return to: SECOO, 3/F, CKK Industrial Building, No.1 On Lok Mun Street, Fanling, N.T. Hong Kong
  2. For Hong Kong customers, please use SF Express and choose “Receiver” at “Payment of Charges”.
  3. Sign into your account and under My Order, click on the " RETURN" button and choose the product you would like to return.
  4. Choose the reason.
  5. Input the logistics company and the tracking number.
  6. Check the box to agree with our Returns Policy.
  7. Click the Submit Button.
  8. Our system will update the product status once we receive your parcel and we will process your return and refund as soon as possible.

*Please ship your package using a trackable, insured shipping and keep the tracking details for your records.

For Items from Malaysia

  1. Contact the customer service and dispatch the product(s) you would like to return to: No. 201 Fisherman Wharf, Jalan Forest City 1, Pulau Satu, 81550 Gelang Patah, Johor, Malaysia
  2. Sign into your account and under My Order, click on the " RETURN" button and choose the product you would like to return.
  3. Choose the reason.
  4. Input the logistics company and the tracking number.
  5. Check the box to agree with our Returns Policy.
  6. Click the Submit Button.
  7. Our system will update the product status once we receive your parcel and we will process your return and refund as soon as possible.

*Please ship your package using a trackable, insured shipping and keep the tracking details for your records.

Exchange

  1. Please contact our Customer Service cs@secoo.com to confirm the stock availability, our customer service staff will record the requests.
  2. Fill in the exchanges form that comes with your parcel.
  3. Dispatch the product(s) with the Exchanges Form to our warehouse:
  4. Items from Hong Kong, Mainland China and Other Countries: SECOO, 3/F, CKK Industrial Building, No.1 On Lok Mun Street, Fanling, N.T. Hong Kong
  5. Items from Malaysia: No. 201 Fisherman Wharf, Jalan Forest City 1, Pulau Satu, 81550 Gelang Patah, Johor, Malaysia
  6. We will process the exchanges once we receive your package.

*Please ship your package using a trackable, insured shipping and keep the tracking details for your records.

*Please noted that your merchandise can only be exchanged for ONCE.

Refunds

In Secoo’s sole discretion, the original purchase amount will be credited to the credit/debit card used by the customer for purchase of the Merchandise.

Refunds will usually be credited to the original payment method within 5-10 business days.

Please note that processing time for refunds is subject to the internal procedures of respective bank or individual card issuer.

Refunds For Shipping Fees

For refunds for online purchases to Hong Kong, initial shipping fees will not be refunded unless the Merchandise is defective in which case a full refund will be made subject to inspection and compliance with the policy under “Return of Defective Merchandise” below.

Secoo will bear the delivery fees for returning and exchanging products.

For refunds for online purchases to other countries and districts, shipping fees will not be refunded for any return or exchange.

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