Delivery & Payments

Exchange and refund

Under normal circumstances, we would not accept any request for exchange of products or cancellation of orders.

 

You are requested to examine the products immediately for any deficiencies and/or damages of their appearance and whether all accessories are included upon delivery or collection (as the case may be; including delivery or pick up). If it is the case, please contact our Customer Service Department our store staff within 7 days you receive your order, otherwise this will be regarded as the your agreement that On Excel Wine has completed the product delivery according to the order.

 

If we have agreed you are entitled to an exchange but the products to be exchanged are sold out, we will refund your payment.

 

Original sales receipt or relevant electronic receipt should be produced to us before product exchange is accepted.

 

We have the right to refuse to exchange a product on the ground of damage to its appearance or missing accessories once the delivery has been signed for. If any applicable gifts with purchase are damaged, we will replace them as soon as possible.

 

In the event that you find the size of the ordered product does not fit your requirement,

1. if it is before delivery, we may at its discretion change the product model or product brand for you;

2. if it is after delivery (and the package is unopened), subject to a payment by you of the price difference between the original and replacement products and a handling fee, being 30% of the original product’s purchase price, we may at its discretion arrange a change of product model or product brand for you;

3. if it is after delivery and the package of the product is opened, no replacement arrangements will be made.

Packing (including the recycling label where applicable), accessories, user guide and blank warranty card should be returned together with the product in good condition for exchange or refund.

 

The product to be returned should not be damaged, scratched, defaced or contain any trace of water damage.

 

No exchange would be made for product which has been registered on-line for warranty service or has undergone any repair.

 

All gift items must be returned together with the returned products. Otherwise the retail value of the gift item would be deducted from the refund.

 

The rejected products must be presented to our staff/deliveryman in person when the goods are picked up/delivered, and our staff/deliveryman will automatically return the rejected products to the warehouse together with all the gifts attached at the time of purchase, otherwise, this will be regarded as the customer's consent that On Excel Wine has delivered the products according to the order.

 

In exceptional case where agreed with you, we will refund the amount you paid for the order to your relevant payment account which you applied to settle the payment or other means as agreed with you (Note: in case you agree to receive the refund via Octopus App, you will receive a notification via your Octopus App and you are required to collect the refund amount via your Octopus App or Octopus Service Points within the specified period). The refund process takes about 2-4 weeks.