Refund policy
Returns and Exchanges
What is your refund policy?
We hope you're happy with your purchase but in the event you need to return an item, please email us within 14 days from the date of delivery to you (see below “How do I return an item?”). Returns are accepted on merchandise that is in original, unused condition, including all original packaging and tags. Shipping charges of the original order are not refundable and you will also bear the cost of shipping the item back to us. Returns will be in the form of an e-coupon (see below “How will I receive my return credit?”).
Note: If you are returning a purchase you may be eligible for a refund of a portion or all of the duties and taxes you may have paid. Contact your local customs office for more information.
How do I return an item?
To return an item, please email us at info@gourami.co within 14 days from the date of delivery to you. We will send you an email confirmation as to whether your return is approved. Unauthorized returns may be refused or disregarded. Once approved, please send your item to the following address:
Gourami
9/F, Block B, Po Yip Building
62-70 Texaco Road
Tsuen Wan, Hong Kong
Phone: (852) 2612 7146
How will I receive my return credit?
Once we have received the returned item and confirmed it is in its original, unused condition (including all original packaging and tags) and the return has been previously approved, we will issue an e-coupon to you via email. The e-coupon can be used on your next purchase on our website within six months of date of issue. Remember, the e-coupon can only be used once and any remaining balance will not be refunded. You will need to provide the authorization code from the e-coupon so please keep a record.
For instructions on how to use your e-coupon, please see “What methods of payment are accepted?” above.
Why is my return credit less than my original order?
The cost of your original order less shipping costs and any discounts or promotions you were entitled to will be refunded in the form of an e-coupon. Please see “What is your return policy?” above for more information.
What is your exchange policy?
We hope this will not happen but if you ordered the wrong size or received a damaged or defective item, please email us within 14 days from the date of delivery to you (see below “How do I exchange an item?”). Exchanges are accepted on merchandise that is in original, unused condition, including all original packaging and tags.
For exchanges of size, you will pay both shipping charges to return the item back to us and send out the new item to you. Please see above “What shipping methods are available?” for our shipping rates.
For damaged or defective items, all shipping charges will be paid by us.
How do I exchange an item?
To exchange an item, please email us at info@gourami.co within 14 days from the date of delivery to you. We will send you an email confirmation as to whether your exchange is approved. Unauthorized exchanges may be refused or disregarded. Once approved, please send your item to the following address:
Gourami
9/F, Block B, Po Yip Building
62-70 Texaco Road
Tsuen Wan, Hong Kong
Phone: (852) 2612 7146
All final sale items cannot be returned or exchanged unless defective or damaged upon receipt.