Refund policy

Returns policy

We have 3 days return policy, which means you have 3 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at marketing.hk@thialh.com . If your return is accepted, we’ll arrange the courier for you, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at marketing.hk@thialh.com.

Damages and issues
Please inspect your order upon reception and contact us in 24 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please kindly take a picture when you received the package with the damaged part. The case will not be accepted after 24 hours.

Non-returnable/refund items

• Jewellery must be returned in the same condition it arrived in, including all branded packaging and documents provided with it
• Made-to-order items cannot be returned as they have been created to your specification, unless the item arrives damaged or faulty when delivered to you
• Sale items and a gift will not be accepted
• Any man-made damage items will not be accepted
• The cases will not be accepted including and not limited: personal preference, personal feeling, color does not match with pictures, the quality after receiving the product is not as good as the pictures look etc.

Exchanges
Once the return is accepted, make a separate purchase for the new item.

Price difference will NOT BE REFUND for any exchange item.

 

Refunds
We will notify you once we’ve received and inspected your return. If the refund was approved, it will automatically refund on your original payment method. (please refer to Non-returnable/refund items)

Refunds will usually be credited to the original payment method within one month.

Please note that processing time for refunds is subject to the respective bank or individual card issuer's internal procedures.

 

*Administration fees HKD300 will charge for refund items. 

*Client are responsible for the return shipping fee (if any) and ensure the safety of the delivery process