Returns & refunds

Our 30-day returns promise

We give every customer 30 days to change their mind. This is our promise, not a legal requirement in Hong Kong — Hong Kong law does not provide a cooling-off period for online purchases.

If you are in the EU, the UK, Norway, or another country whose law gives you a statutory right to cancel a distance purchase, that right applies to you in addition to our promise, and nothing here reduces it. Where the two differ, you get whichever is better for you.

Conditions

• Tell us within 30 days of the day you (or someone you named) received the order.
• Items should be unused and complete, with their parts and, where possible, their packaging. You may handle and try an item as you would in a shop — for example, check it fits under your bed.
• Wall products that have already been screwed or stuck to a wall are not covered by this 30-day promise unless they are faulty. If you have a statutory right of withdrawal (see below), you can still return them, but you may be liable for any loss in value caused by the installation.

How to return

1. Email support@gemavelle.shop with your order number and the items you are returning (or use our withdrawal form).
2. Within one business day we reply with the return address and instructions. Please do not send items to our registered office.
3. Send the items back within 14 days of telling us, using a tracked service, and keep the receipt.

Who pays for return shipping

• Change of mind: you pay the cost of sending the items back.
• Faulty, damaged or not what you ordered: we pay. Email us a photo and we will send a prepaid label or refund your postage.

Refunds

• We refund the price of the returned items and, if you return the whole order, the original standard delivery charge.
• Refunds go back to the original payment method, in the currency you paid, within 14 days of the day we receive the items (or proof that you have sent them, if earlier).
• We do not charge any fee for refunds. If your card is in another currency, your bank’s exchange rate may differ from the day you paid.
• If a returned item has been used beyond what is needed to check it, we may reduce the refund by the loss in value. We will tell you before we do.

Right of withdrawal (EU, UK and EEA customers)

If you live in the European Union, the United Kingdom or the European Economic Area, you have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered several goods delivered separately, the period expires 14 days after you receive the last item.

To exercise the right of withdrawal, you must inform us — Hong Kong TV Shopping Network Company Limited, 1 Chun Cheong Street, Tseung Kwan O Industrial Estate, New Territories, Hong Kong, email support@gemavelle.shop, telephone +852 5012 9621 — of your decision to withdraw from this contract by an unequivocal statement (for example, an email). You may use the model withdrawal form, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods to the return address we give you without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Faulty items and your legal rights

Under the Sale of Goods Ordinance (Cap. 26), goods we sell must:

• match the description we gave them;
• be of merchantable quality; and
• be fit for any particular purpose you made known to us before buying.

If they are not, you may reject them and claim a refund, or claim damages. Under the Control of Exemption Clauses Ordinance (Cap. 71), we cannot exclude or limit these obligations when selling to a consumer, and nothing on this site attempts to. These rights are separate from, and in addition to, our 30-day returns promise.

If you live in the EU, the UK or the EEA, you also keep the statutory rights your own country gives you when goods are not in conformity with the contract (in the EU, a legal guarantee of at least two years from delivery). Nothing in this policy reduces them.

Cancelling before dispatch

Email us with your order number. If the order has not yet been handed to the carrier, we cancel it and refund the full amount, including delivery, within 5 business days.