Returns Policy

Pedder Group Returns Policy

This Returns Policy applies to purchases with Pedder Group companies in Hong Kong, China, Taiwan, Singapore and Indonesia but excludes purchases from Pedder Vision Limited and Pedder Group Shanghai Limited in respect of the Pedder on Scotts account.

For the purposes of this Policy “Pedder Group” means Pedder Group Limited and its related companies (including affiliated and subsidiaries and companies held in common control).

(1) COMPLIANCE WITH PEDDER GROUP STORE OPERATIONS POLICIES

Any customer who violates or Pedder Group, abuses Pedder Group Returns Policy (including without limitation demonstrating a high incidence of returns of Merchandise after purchase), or engages in inappropriate behaviour (including without limitation abuse of Pedder Group staff) or illegal activities (including parallel importing or passing off of Product purchased at Pedder Group by the customer) may suffer the following consequences:

  • The customer may be blacklisted by Pedder Group;
  • Pedder Group may not accept future orders from the customer;
  • Pedder Group may decline the customer’s request to return or exchange any Merchandise;
  • If the customer is a holder of the Privilege Cards, he/she may be disqualified from the Privilege Cards programme; or
  • If the customer is not a holder of the Privilege Cards, he/she may be barred from joining the Privilege Cards programme.

The decision as to whether a customer has violated Pedder Group or abused Pedder Group Returns Policy or engaged in inappropriate behaviour remains within Pedder Group’s sole discretion and its decision shall be final. Suspected illegal activities will be referred to Lane Crawford Joyce Group’s legal department for further investigation and action.

(2) Returns or Exchanges

This section applies to in-Store purchases only.

Merchandise may be exchanged (subject to stock availability) or returned within 7 days of purchase (in the case of in-Store purchases) of Merchandise provided that:

  1. all certificates, warranties, care instructions, product labeling, authenticity cards, extra buttons, hangers, dust bags, extra heel tips and boxes (in the case of shoes) are intact and returned together with the Merchandise;
  2. the original invoice is presented;
  3. the Merchandise does not fall within the category of “Excluded Items” as defined below;
  4. the Merchandise is in Sellable Condition as defined below;

Returns or exchanges outside 7 days of purchase or receipt of Merchandise (as the case may be) may be accepted at the sole discretion of Pedder Group.

Sellable Condition

“Sellable Condition” means that the Merchandise is still in its original packaging with the original labels, garment tags, price tags and return tags still attached; that the Merchandise is unworn, unused, unwashed, unaltered and in the condition originally sold (in the case of shoes that the soles are not scratched or dirty); and that the Merchandise is not damaged in any way.

The decision as to whether the Merchandise is in Sellable Condition remains within Pedder Group’s sole discretion and its decision shall be final.

Excluded Items

No return or exchange will be accepted for pre-sale items, sale items, jewellery, vintage jewellery, watches, vintage watches, luxury handphones, luxury headsets or men’s luxury accessories, lingerie, men’s underwear, hosiery, leggings, pillows, swimwear, fur, bespoke or made-to-measure Merchandise, custom orders, vintage Merchandise, antiques, unsealed CDs, DVDs, tapes or other recording media, software or videos, unique or fragile Merchandise invoiced as “no refund” “no return no exchange”, or perishable goods, including food, beverages, hampers and cosmetics, personal grooming products and fragrances that are not in Sellable Condition (specifically Merchandise in cosmetics, grooming and fragrance category will not be accepted for return if the packaging has been opened), (the “Excluded Items”).

The only exception permitted in the case of Excluded Items is in the case of faulty or damaged items. In this case the Merchandise will be returned to the Supplier or for independent assessment by a third party to determine whether the Merchandise is defective. Merchandise damaged as a result of fair wear and tear will not be accepted as defective. If the Merchandise is determined to be defective the customer will be entitled to repair or full refund as appropriate within the circumstances at the sole expense of the Supplier. Pedder Group will use its best efforts to secure such repairs or refund on behalf of the customer but accepts no liability whatsoever howsoever arising for the defective items supplied by the Supplier.

Refunds

Refunds will be made for the original purchase amount on presentation by the customer of the original invoice within 7 days of purchase (in the case of in-Store purchases) Except for refunds for Defective Merchandise (see below Return of Defective Merchandise), all refunds for in-Store purchases will be made in the original form of payment.

No credit may be issued on credit i.e. Defective Merchandise purchased with a gift card will not be refunded but may be exchanged. The gift card itself cannot be refunded.

Any free promotional gift issued with the returned Merchandise must also be returned.

Return of Defective Merchandise

For in-Store purchases, any Defective Merchandise must be presented at the relevant counter of purchase at Pedder Group with the original invoice within 7 days of purchase and must be photographed by Pedder Group staff on receipt and return to the customer. Customers must sign a waiver to indicate their acceptance that Pedder Group assumes no liability in respect of the Defective Merchandise but will present it for inspection to the Supplier or an independent third party for assessment. This procedure is known as the “in and out waiver” procedure.

Refunds for the original purchase amount of the Defective Merchandise will be paid by Pedder Group on behalf of the Supplier of the Defective Merchandise directly to the customer at Pedder Group’s sole discretion, in the original form of payment.

(3) Repairs

Customers may present Merchandise that has been damaged after purchase for repair by the Supplier at the customer’s sole cost provided that the customer agrees to accept Pedder Group’s “in and out waiver” procedure pursuant to which the customer signs a waiver to indicate their acceptance that Pedder Group assumes no liability in respect of the damaged Merchandise but will present it for inspection to the Supplier for assessment for repair and quotation for the customer’s approval and at the customer’s sole cost. Pedder Group will only undertake repairs requiring replacement of spare parts for current season Merchandise purchased from Ladies Shoes and Accessory departments.

Exchanges

Customers are permitted to exchange Merchandise other than Excluded Items for a different size in the same colour and style based on stock availability. If a different size is unavailable then an alternative style and colour may be considered. If the customer selects Merchandise of lower value than the original Merchandise purchased then a credit note will be issued.

Gift Returns

Merchandise that has been purchased as a Gift may be exchanged or returned within 7 days of purchase (in the case of in-Store purchases) provided that:

  1. all certificates, warranties, care instructions, product labeling, dust bags, heel tips and boxes (in the case of shoes) are intact and returned together with the Gift;
  2. the original gift receipt is presented;
  3. the Gift is in Sellable Condition; and
  4. the Gift does not fall within the category of Excluded Items.

Returns or exchanges outside 7 days of purchase (in the case of in-Store purchases) shall be accepted at the sole discretion of Pedder Group.

The refund shall be issued by credit note for the value of the original invoice amount.

(4) Contact Us

Please contact thedesk@pedderonscotts.com regarding questions about this Returns Policy.