A Word Before the Policy Begins
Returns and refunds are never a conversation anyone particularly enjoys, but they are an important one. At Carmovics, we sell occasion wear and tailored menswear that people in Hong Kong purchase for significant moments. When something arrives wrong, damaged, or simply not what was ordered, that is our problem to fix, not yours to absorb.
This policy explains exactly how we handle returns, refunds, and exchanges. No runaround, no excessive conditions, no fees designed to discourage you from pursuing what you are rightfully entitled to.
When You Can Return an Item
Carmovics operates a 30-day return window from the date of delivery. Within this period, you are entitled to return an item under any of the following circumstances:
- The item arrived with a manufacturing defect or visible damage
- The item does not fit as expected due to a sizing discrepancy on our end
- The wrong item was delivered to you entirely
We are not in the business of making customers keep products they should not have received in the first place. If your return falls within one of these three categories and is raised within 30 days, we will handle it, fully and without hesitation.
What It Costs You to Return an Item
Nothing. Not a single dollar.
Carmovics covers all return logistics. There is no return shipping fees charged to you, and there is absolutely no restocking fees applied to returned items. The fiscal burden of a return sits entirely with us, because the circumstances that trigger a valid return are circumstances that originated on our side.
You will never be penalized monetarily for returning an item that was defective, incorrectly sized, or wrongly dispatched.
How the Return Process Works
We have kept this as straightforward as possible:
Step 1 - Contact Us
Reach out to us at our registered emailwithin 30 days of receiving your order. Tell us your order details, describe the issue, and if possible, include a photograph that illustrates the problem clearly.
Step 2 - We Confirm Your Return
Our team will review your request and confirm whether it qualifies under this policy. We aim to respond to all return requests promptly during business hours.
Step 3 - We Arrange Pickup
Once your return is confirmed, we organize a pickup from a location and time that works for you. You do not need to drop anything off anywhere or arrange your own courier. We come to you, at your convenience.
Step 4 - We Inspect the Item
After your item arrives back with us, we conduct a thorough inspection within 24 hours. This is to confirm the condition of the returned item and verify the original issue raised.
Step 5 - Refund or Exchange
Within 24 hours of completing our inspection, we will contact you to discuss the outcome. Based on product availability and your preference, we will proceed with either a full refund or an exchange.
Refunds - How They Work
Because Carmovics operates exclusively on a Cash on Delivery basis, refunds cannot be reversed through a payment gateway. Instead, all approved refunds are processed via direct bank transfer.
Here is exactly how that works:
- Once your refund is approved following inspection, we will send you an email requesting your bank account details
- We ask only for what is necessary to complete the transfer, namely account name, account number, and bank name
- Your banking information is handled in strict compliance with the Personal Data (Privacy) Ordinance, PDPO, Cap. 486 of Hong Kong law and will be used solely for the purpose of processing your refund
- Within 24 hours of receiving your bank details, we will initiate the transfer
- Please allow 8 to 10 business days for the refund to reflect in your account, depending on your bank's internal processing timelines
We understand waiting for a refund is not ideal. We process our end as quickly as possible, the remaining timeline is determined by your bank, which is outside our direct control.
Exchanges - How They Work
If you prefer an exchange over a refund, and the replacement item is available in the correct size, color, or style, we are glad to arrange it.
Exchange eligibility is subject to stock availability at the time your return is confirmed. If the item you need is available, we will proceed with your consent and dispatch the replacement following the same delivery timeline outlined in our Shipping Policy, within 4 to 5 business days from the point of dispatch confirmation.
If the item is not available, we will inform you immediately and proceed with a full refund instead.
What We Do Not Cover
To be straightforward with you, there are situations this policy does not extend to:
- Items returned after the 30-day window has passed
- Items that have been worn, washed, altered, or damaged after delivery
- Returns initiated simply due to a change of preference, where the item was delivered correctly and matches the order
We encourage you to review your order cautiously upon delivery, particularly before making your Cash on Delivery payment, to flag any visible issues before the transaction is completed.
Your Data During the Refund Process
When processing your refund, we will request your bank details via email. This information is collected solely to complete your refund transaction and is handled in full accordance with the PDPO, Cap. 486. We do not retain your banking details beyond the completion of your refund, and we do not share them with any third party beyond the institution processing the transfer.
For a full overview of how Carmovics handles personal data, please refer to our Privacy Policy.
Reach Us
For return requests, refund inquiries, exchange questions, or anything else related to an order that did not arrive as it should have, contact us here:
Email: contact@carmovics.com
We respond to all emails during business hours, Monday through Friday, 10 AM to 7 PM Hong Kong time. We will not leave you waiting without an acknowledgment.
Changes to This Policy
If this policy is updated to reflect changes in our processes or applicable Hong Kong regulations, the revised version will be published on this page. We recommend reviewing it periodically so you are always aware of your current entitlements as a Carmovics customer.