Returns and Refunds Policy

The short version

If something is faulty, damaged or not what you ordered, we replace it — or, if we cannot, refund it in full, including what you paid for delivery. We cover the return postage, as agreed with us before you send it.

If you simply changed your mind, you have 14 days, the item must come back sealed and unplayed, and you pay the return postage. Signed and numbered items are the exception: they cannot come back on a change of mind.

This is a summary. Where it and the sections below differ, the sections below are what apply.

Something is wrong with it

This covers an item that arrived damaged, an item that is faulty, and an item that is not the one you ordered. A record that is warped, off-centre, or badly pressed is faulty; so is a disc that will not play.

Tell us within 30 days of delivery, at shop@jefferochan.com, with your order number and a photograph of the problem. For transit damage, photograph the outer packaging too, before you throw it away.

We will replace the item if we have another of it. If we do not, we refund it in full, including the original delivery charge. A signed or numbered item is replaced with another where we have one, and refunded in full where we do not.

Please do not send anything back until we have agreed the return with you. Then:

• where we arrange the return — by sending you a label or booking a collection — it costs you nothing
• where we do not, you send it, by a service and at a cost we have agreed with you in writing beforehand; send us a copy of the postage receipt, and we refund that agreed amount along with the item

Postage we did not agree beforehand, or that has no receipt, is not refunded.

We inspect everything that comes back. If what arrives is not faulty, or its damage is not what was reported, or the damage was done after the item reached you, it is neither refunded nor replaced: we will tell you why and send it back to you at your cost, and the return postage is not refunded.

We keep a record of every claim, and we may decline further claims from somebody whose earlier claims we had good reason to believe were not genuine. A genuine fault is always dealt with.

Some things are not faults. A coloured, marbled or splatter pressing varies from copy to copy and will not match the photograph exactly; a record has the faint background noise every record has; and a mock-up shown before release can differ from the finished item in its details. If you are not sure whether what you have is normal, write and ask — we would rather be asked.

This is in addition to, and does not replace, the rights the Sale of Goods Ordinance gives you as a consumer. Where something turns out to be faulty after 30 days, those rights still apply — write to us and we will deal with it on its merits.

You changed your mind

Hong Kong law gives no automatic right to return something simply because you have changed your mind. We offer one anyway, on these terms:

• tell us within 14 days of delivery
• the item must be unused and in its original condition, and anything sealed must still be sealed
• send it back within 7 days of telling us
• you pay the return postage, and we suggest a tracked service — until it reaches us it is still your parcel

We refund the price of the item. We do not refund the original delivery charge, because that service was performed.

Clothing must come back unworn and unwashed, with its tags on. If a garment does not fit, we will exchange it for another size instead of refunding it, if we have one: you pay to send it back, and we pay to send the new one.

If something came free with the item, send it back with it. If it does not come back, we deduct its value from the refund.

Because this is something we offer rather than a right the law gives, we may withdraw it from somebody who uses it again and again. That never touches what you are owed for an item that is faulty.

What cannot come back on a change of mind

• a record, compact disc or any other sealed recording whose seal has been broken — once it is open it cannot be sold as new, and this is standard across the trade
• a signed or numbered item — each one is the only one of its kind
• anything made or personalised to your order
• anything returned in a condition that makes it unsellable through no fault of ours

None of this applies where the item is faulty. A faulty record is returnable whether it is sealed or not — you cannot be expected to find a fault without playing it.

Pre-orders

You may cancel a pre-order at any time before it is dispatched, for a full refund including any delivery charge taken. You do not need a reason.

Once it has been dispatched it is an ordinary order and the rest of this policy applies.

Cancelling before it is sent

If an order has not yet been handed to a courier, tell us and we will cancel it and refund it in full. We pack quickly, so tell us as soon as you can; once it is with a courier it has to come back as a return.

How a refund is paid

Always to the way you paid, and never to anything else. A card refund goes to that card; a wallet or bank payment goes back the way it came. We cannot refund to a different card or a different person, which is a fraud precaution and not an inconvenience we have invented.

We issue the refund within 5 working days of agreeing it — of the item reaching us, where it is coming back. How long it then takes to appear is your bank’s, and is usually a further 5 to 10 working days.

A refund is for what you paid. We cannot refund a currency movement or a fee your own bank charged.

If you are not satisfied

Write to us first — info@jefferochan.com — and tell us plainly what you want. Almost everything is settled that way and it is faster than any alternative.

Please write to us before asking your bank or card issuer to reverse a payment. It is almost always quicker, and it costs you nothing: your right to dispute a payment with your bank is not affected by writing to us first.

If it is not, the Hong Kong Consumer Council will hear a complaint against a Hong Kong trader. Nothing in this policy affects your right to take the matter to the courts of Hong Kong.