Product Return and Exchange Policy

Product Return terms, Return handling fee and Return process

  1. The Product Return and Exchange Policy applies to all NETGEAR products purchased on netgearstore-hk.netgear.com, with the exception of certified refurbished machines and Meural Canvas smart art frames. Customers are eligible for return service within 7 days from the successful payment date. Exchanges can only be requested under the following circumstances:
    (A) The received goods are different from the ones specified in the order.
    (B) The received product has significant damage or is inoperable.
    (C) Opened or intentionally damaged products cannot be exchanged.
  1. This return arrangement does not apply to damaged or discounted display items, certified refurbished products, nor does it apply to gifts, additional purchases, or installation services. When returning or exchanging goods, customers must include the original receipt with the replacement product. Failure to include the original receipt may result in the inability to process the exchange.
  2. Return service is subject to a return handling fee. If individual arrangements are made for door-to-door collection, an additional fee will be charged. The refund process takes about 14-21 working days to complete. After the basic inspection is completed, the eligible amount (minus the return handling fee) will be refunded to the credit card or the original purchase method. Please note that additional fees such as installation fees, shipping fees, or fees charged by third parties like credit card companies are not covered by the return service.
  3. Certified refurbished machines and Meural Canvas smart art frames are not eligible for this return service.

(i) Refund Deductions:

- Buyers can request a refund within 7 days after successful payment.

- A processing fee of HKD $200 per returned item will be deducted from the refund amount.

(i) Refund Deductions:
- A processing fee of HKD $200 per returned item will be deducted from the refund amount.
- The fee accounts for administrative and processing costs associated with payment platforms.
- Example: Refund fee per item: HKD $200. For two items, the calculation would be: HKD $200 x 2 items = HKD $400.

(ii) Shipped Products:

- If the product has been shipped or is in transit, the refund will be processed upon returning the product to the company.

-The buyer is responsible for bearing the full transportation costs incurred by the company for sending out and returning the product.

(iii) Credit Card Handling Fee:

- If the customer made the payment using a credit card, the credit card company/bank will charge a handling fee.

- The handling fee will be deducted directly from the refund by the credit card company/bank.

- The final refund amount will be based on the total amount refunded by the credit card company/bank.

Return Procedures

To proceed with the exchange or refund process, please contact our customer service department through the following channels:

WhatsApp: 5743 0733
Hotline: 361988
Email: enquiry@winco.com.hk

Office Hours:
Monday to Friday: 09:30 am - 06:30 pm
Lunch Break: 01:00 pm - 02:00 pm
Saturday, Sunday, and Public Holidays: Closed

Once you receive confirmation that an exchange is appropriate, please follow the instructions below.

 

[Step 1]
Download and fill out the Product Return Registration Form [Download]

[Step 2]
Print a copy of the form, package it together with the Invoice (Figure 1) and all necessary items and send it to the following address.

Address
Unit B, 7/F, 52 Hung To Road, Kwun Tong, Kowloon, Hong Kong
Monday to Friday: 9:30am - 6:30pm
Saturday, Sunday & Public Holidays: Close
** Lunch Time: 13:00 to 14:00 **

Fig.1

[Step 3]
After Winco receives the returned product and verifies its condition, the handling fee will be deducted according to the procedure, and a refund will be issued.

Necessary items for return:

  1. Order invoice
  2. Return registration form
  3. Complete product, including but not limited to product packaging, product itself, accessories, unopened gifts, or additional purchases. Subpackaged, damaged, unclean items, etc., will not be accepted for replacement to ensure the integrity of the product.

     Agreement to Terms:

    Customers must agree to all the arrangements and terms mentioned above for the exchange or refund process to proceed. Failure to agree to the terms will result in no action being taken.To initiate the exchange or refund process, customers should contact the customer service department through the provided channels, including Whatsapp or during office hours.
     
    To proceed with the exchange or refund process, please contact our customer service department through the following channels:
    WhatsApp: 5743 0733
    Service Hotline: 23720550

    Office Hours:
    Monday to Friday: 09:30 am - 06:30 pm
    Lunch Break: 01:00 pm - 02:00 pm
    Saturday, Sunday, and Public Holidays: Closed

     

    Note: Please note that if any of the above items are missing, it may not be possible to complete the return and refund process. We greatly appreciate your understanding and cooperation in ensuring that all necessary items are available for a smooth resolution. If you have any further questions or need assistance, please feel free to let us know. Winco reserves the right to interpret and amend the terms and conditions of the listed services.