Certain goods can be returned or exchanged within 14 days of delivery
Ordered items may be exchanged (subject to stock availability) or returned within 14 days of receipt provided that:
(1) 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;
(2) the Merchandise does not fall within the category of “Excluded Items” as defined below; and
(3) the Merchandise is in Sellable Condition as defined below
(4) the Merchandise is dispatched from the customer within 14 days of receipt with tracking information.
No return or exchange will be accepted for the following items which are defined as “Excluded Items”, merchandise that is not in Sellable Condition:
fine jewelry, vintage jewelry, watches, vintage watches, pillows, mattresses, fur, bespoke or made-to-measure Merchandise, custom orders, vintage Merchandise, antiques, , unique and fragile Merchandise, Merchandise invoiced as “no refund” or “no return no exchange”, Pre-sale, Sale or Aged Stock Merchandise invoiced as “no return no exchange” or sold “as is”, perishable goods, including food, beverages and hampers.
“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 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:
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.
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.
Merchandise should be returned in a new, unmarked, unused and undamaged condition.
Skincare, cosmetics, hair care, fragrance, nail and aerosol products should be returned unused, unopened, in the original packaging.
- Lingerie & Swimwear
Lingerie, men’s underwear, swimwear and all items of a similar nature should be tried on over underwear, without removing the protective adhesive strip. Returns or exchanges will not be accepted if this strip has been removed or if items are soiled.
These items are delivered in sealed packaging and should be returned seals intact and unopened otherwise they will not be accepted for return.
- 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.
- CDs, DVDs, Videos, Tapes or other Recording media, Software, Digital Accessories, Luxury headphones, headsets, Men’s Luxury Accessories.
These items are delivered in sealed packaging and should be returned with seals intact and unopened otherwise they will not be accepted for return.
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 7 days of receiving your order.
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.
Products sold during our sale clearance cannot be returned or exchanged.
The decision as to whether the Merchandise is in Sellable Condition remains within SECOO’s sole discretion subject to the applicable laws and regulations of Hong Kong SAR, China.