Refund & Exchange

REFUND AND EXCHANGE POLICY

EXCHANGE POLICY

 
HKUST Souvenir Shop (http://souvenir.ust.hk) (the “Site”) offers our customers to exchange the correctly delivered and undamaged items within 14 days of the goods receipt with the original invoice or receipt. Customers could exchange the same item once for a different size and color based upon stock availability. However, only returning the items at the physical shop in person will be entertained and each item could only be exchanged once. All return items must be unused, in their original condition and packing, and with product tags attached. If the items purchased include a branded box, the latter must also be returned undamaged. 
Please also note that we will not be able to provide a refund or reimbursement on any shipping fees, handling fee, and taxes and duties costs incurred from the original order in any circumstances. 
Please send us an email in advance for any exchange and return cases 
Please bring your items for return and exchange at the physical shop during opening hours: 

Address 
HKUST Souvenir Shop 
G/F at the Piazza, 
The Hong Kong University of Science and Technology, 
Clear Water Bay, Kowloon 

Opening Hours 
Monday to Friday – 11 am to 6 pm 
Saturday- 12 pm to 4 pm 
Closed on Sunday and Public Holidays


REFUND POLICY

 
Under no circumstances shall your order be refunded except damaged, defective or faulty workmanship items. All refund shall be made within 30 days of the goods' receipt. Customer shall bring these items sent by us to the physical shop in person with the original invoice to conduct a refund. 
If the refund is approved, then the refund will be processed through the same transaction method – if the products were purchased online, it shall credit to your PayPal account or credit card within 30 days. An e-mail notification from PayPal will be sent to the customer when the refund is made by PayPal. If there is problem of receiving the refund, please contact us at souvenir@ust.hk.

  

NON-REUNDABLE AND NON-EXCHANGEABLE ITEMS

 
Please note that all customized or personalized items (e.g. engraving items), items on clearance sale, handling fee and service fee cannot be refunded or exchanged under all circumstances. 
The Site reserves the right to change the Refund and Exchange Policy without prior notice, and reserves the right of final decision in case of any disputes.