Returned Goods Terms and Conditions

We hope that every customer can choose the right products they like. If you have any questions about any products, we encourage you to contact us before purchasing.

When purchasing products at W PRO KITCHEN’s eShop and physical shop and if any problems with the products are found within 7 days from the date of receipt, please contact us as soon as possible. We would like to know the details and provide appropriate solutions.

What To Know In Case of Return or Exchange

1. Pre-ordering, exchange, delivery and installation services are only available for selected products.
2. Under normal circumstances, Customers cannot exchange goods or cancel orders.
3. If the Customer finds that the size does not fit: (a) prior to delivery, the Company may at its discretion replace the product by another model or brand; (b) after delivery but before unboxing, the Company may at its discretion arrange an exchange of the product by another model or brand, if the Customer would agree to paying a 30% of the price of the original product as handling fees, and paying the difference in price of the original product and the exchange product (if any); (c) after delivery and after unboxing, return or exchange cannot be arranged. In any case (a) to (c) above, the Customer cannot elect a refund. The Company reserves the right not to exchange the product.
4. Any return request must be arranged within 7 days of the receipt of the product. In order to avoid any dispute, the Customer is encouraged to examine the products as soon as possible after receipt.
5. Products to be returned or exchanged must be unused, clean and intact. Packaging (including the product itself, accessories, original boxes or bags, instruction manuals, warranty receipts, etc.) should be undamaged. Any free gifts accompanying the original sales should be returned. The product should be in a condition which does not affect any re-sale. Loss or destruction of any part, or any damage to the packaging, may result in return or exchange not possible.
6. If return of product is required, the Customer would be responsible for the delivery costs for sending the to-be-returned product to the Company, as well as the delivery fees for receiving the exchanged product.
7. All late requests would not be accepted. The Company would return the unaccepted product to the Customer in the form of collect delivery.
8. If there are special circumstances that require an extension of the return/exchange period and if Customer can provide proof, the Company would make special arrangement.
9. Return and exchange may be made in person or by courier service.
   Address: W PRO KITCHEN, G/F, 329 Shanghai Street, Yau Ma Tei, Kowloon
   Hours: Mon-Sat 9:30am-7pm
10. If return or exchange is requested, the products would need to be examined by our shop to determine if the product meets the return and exchange requirements. If the requirements are met, exchange would be arranged as soon as possible. If the product is out of stock at the time, it would be reordered and redelivered after arrival. If reordering of the product is not possible, exchange by other models or other brands would be arranged.
11. If any malfunction, damage, scratch or dirt would occur to the product due to improper use or unboxing by the Customer, no return or exchange of the product would be possible. 
12. All products can only be exchanged for a maximum of one time.
13. Return or exchange are not applicable to clearance or discount products.
14. In the event of any dispute arising from the return or exchange of product, the Company reserves the right of final decision.

What To Know In Case of Refund

1. Refund arrangements are only available for products that cannot be exchanged.
2. If the Customer initially chooses to pay by AlipayHK, WeChat Pay HK, or Octopus, a direct refund would not be possible due to payment system limitations. In the above cases, the Customer can only choose to handle any refund request by means of product exchange.
3. Products on order may be delayed due to varies real life circumstances, such as customs delays or shipping delays. Because the actual arrival time cannot be fully and accurately predicted, should such delay occur, it cannot be used as a reason to request for a refund.

7-Day Return Guarantee (applicable to selected products only)

[If the product has not been used within 7 days from the date of receipt]

1. The 7-day return guarantee is only valid for selected products.
2. After purchasing the product from the Company, if the product has not been used, a conditional return or exchange arrangement may be made within 7 days from the date of receipt.
3. In order for an exchange or return to occur, the product must be free of damage, scratch or water-damage.
4. Should any malfunction, damage, scratch or dirt to the product occur after unboxing by the Customer, a return or exchange of the product would not be possible.
5. In order for an exchange or refund of a product to occur, the product itself, original packaging, all accessories, manuals, and the unfilled warranty card must be present.
6. To exchange a product, the Customer must present the credit card used during the original purchase and provide the original sales invoice for cancellation purposes.
7. The 7-day return and exchange guarantee does not apply to products which are specially ordered, customized, installed or modified for customers, nor to products that have been registered online, and not applicable to products that have been repaired.
8. Return or exchange are not applicable to clearance or discount products.
9. Any premiums or giveaways at the time of purchase should be returned together with the returned or refund products. Otherwise the value of the giveaways will be deducted from the refund.
10. Except for product quality issues, Customers are responsible for the costs to return the product to the Company or to the supplier’s service centre.

[If the product has been used within 7 days from the date of receipt]

1. If the purchased product is a small household appliance, it cannot be returned or exchanged once it is used, unless the product does not meet the manufacturing standards.
2. Products to be returned or exchanged must be examined by the supplier in order to confirm if the product does not meet the manufacturing standards. The Company reserves the right to require the Customer to send the product in question to the supplier’s workshop for examination. 
3. If the purchased product is for commercial use or is a large household appliance, it cannot be returned or exchanged once it is used.

In the event of any dispute arising from the return or exchange of product, the Company reserves the right of final decision.

March 29, 2022