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RETURNS AND EXCHANGES GUIDE

In order to provide you with the best possible online shopping experience, ACCESS WINE & LIVING HK maintains a 10-days return policy without any question from the date you received your order (based on the courier delivery receipt date). If for any reason you are not 100% satisfied with your purchase, you can return your order for a full refund or exchange. 

You can return your order for up to 10 days from the date you received your order, if the items do not fall under the list of NON-REFUNDABLE BRANDS / ITEMS (check the list here).

IT IS VERY IMPORTANT THAT YOU RETURN YOUR PRODUCT WITHIN THE SAME ORIGINAL DELIVERY BOX.

Then just make sure to follow the instructions below

If the good you received is faulty or if you received an incorrect item, please refer to the specific faulty goods and incorrect item in my order sections below.

If you have any further questions on our return policy and process, please send e-mail to return@accesswine.hk 

  1. PREPARATION BEFORE RETURNING AN ITEM
  2. WHAT TO DO IN CASE YOU DON’T HAVE THE ORIGINAL DELIVERY BOX?

  3. HOW TO RETURN

  4. NON-REFUNDABLE BRANDS / ITEMS

  5. ITEMS OF PARTICULAR ATTENTION

  6. YOUR ORDER CONTAINS A FAULTY / DEFECTIVE GOOD

  7. YOUR ORDER CONTAINS AN INCORRECT ITEM

  8. EXCHANGE OF ITEM

1. PREPARATION BEFORE RETURNING AN ITEM

Here is a quick returns checklist for your reference:

1. Is the item within 10 days from the day you received it? 
2. Are the tags, if any, intact and attached to the item?
3. Is the item in the same condition, unwashed, unworn, as when it first arrived?
4. Is the item still in its original packaging and delivery box?
5. Does the item fall into the list of non-returnable items (check the list below)?
6. Is the item packed neatly and securely, together with the returns slip, ready to be returned? 

Be aware that the item remains in your care before it gets back to us. Please do ensure that utmost care is taken when preparing the item to be returned to us, since any items damaged during the Return process cannot be refunded nor exchanged. Once you have checked that everything is in place, you are ready to make the return of your shopping back to us!

2. WHAT TO DO IN CASE YOU DON’T HAVE THE ORIGINAL DELIVERY BOX?

You can still return your product within the 10 days and must still follow the check list PREPARATION BEFORE RETURNING AN ITEM, but then you have to use your own delivery box, of a similar dimension than the original one. A bigger box will generate additional logistic fees we may have then to deduce from your refund. However, to make sure our warehouse will be able to identify your Return, you will have to add a “Return Document” of your own, with at least the following information:

  1. Family Name:
  2. Surname:
  3. Address:
  4. Email:
  5. Tel.:
  6. Date of Purchase:
  7. Order #:
  8. Product(s) Returned = exact name as per the site Accesswine.hk

Otherwise, we may not be able to identify your return, and may not be able to process any refund.

3. HOW TO RETURN

 Please make sure you have read PREPARATION BEFORE RETURN AN ITEM carefully & kindly make sure the item must not fall under the list of NON-REFUNDABLE ITEMS or CASES OF PARTICULAR ATTENTION.

In case of any question or doubt, you are always welcome to contact our customer service on Facebook Live Messenger (Access Wine & Living) or call our Taiwan central customer service at +886 2 2528 0098 from Monday to Friday, from 9 AM to 6 PM, or send us an email at return@acceswine.hk with your order # and the matter of issue. Or if you are sure all this fine, you can proceed directly as below:

STEP 1

Pack carefully the original package. Be aware that the item remains in your care before it gets back to us. Please do ensure that utmost care is taken when preparing the item to be returned to us. Once you have checked that everything is in place, you are ready to make the return of your shopping back to us!

STEP 2

Go to your closest SF Express store to return your order or call SF Express for pickup service.

For Pick Up service, please contact SF Express at: +852 2730 0273 (Hong Kong) or +853 2873 7373 (Macau) for free return. For Taiwan, call us or send us an email to know which Courier to contact to get a free Return.

Please visit S.F. Express website to check all S.F. Express Service Centres or Stores across Hong Kong.

STEP 3

Give the parcel to courier and keep the receipt. 

Return Address (NO drop-off service):
HYPHENEA CO Limited - 
8F., No. 68, Section 1, Keelung Road, Xinyi district, Taipei City  11070 - Taiwan
Tel. +886-2-2528-0098

STEP 4

Alert us by email at return@acceswine.hk with:

  • in Object “RETURN ORDER# xxxx" (add your order number instead of XXX)
  • Attached a picture of your Return courier receipt.

In the core of the Email, please add the following information

  1. Family Name:
  2. Surname:
  3. Address:
  4. Tel.:
  5. Date of Purchase:
  6. Product(s) Returned = exact name as per the site Accesswine.hk

+ we would be grateful if you could add a short description of why you return your product. This would help us a lot to improve our services and product selection.

STEP 5

Receive an email from us once your return is being processed at our warehouse (generally 5 working days after you returned your order). 

STEP 6

After an inspection of the items, the refund will be issued through the same transaction method used to make the original purchase (and at the condition the original transaction was accepted and paid). The refund duration might take up to 14 working days.

For all refund methods, please note that we will not be able to provide a refund on any shipping fees charged for the original order. All items will be inspected on return. We do our best to accommodate return requests, however, in the rare event that an item is returned in an unsuitable condition, incomplete or after the 10-day period, we will not be able to offer a refund.

 
IMPORTANT

Returns made with S.F. Express will be FREE – paid for by ACCESS WINE & LIVING HK.  (for Taiwan, contact us).

Please note that returns made with any other delivery provider (including normal post) will not be paid for by ACCESS WINE & LIVING HK.

 

 

Return Address (NO drop-off service):
HYPHENEA CO Limited
8F., No. 68, Section 1, Keelung Road, Xinyi district, Taipei City  11070 - Taiwan
Tel. +886-2-2528-0098 

4. NON-REFUNDABLE BRANDS / ITEMS

Please note that due to hygiene and/or security reasons, the following products and brands are excluded from our return policy:

Glasses & Decanters

For Hygiene and safety reason, glasses & decanters cannot be returned nor exchanged. Glasses & decanters require the utmost care in protection & tools to be delivered unbroken to your place, that our team controls with the highest attention. There is a high probability that your glasses and decanters would be broken during the Return shipment if we were allowing it for those items, resulting in the impossibility for us to accept your request and for you in simply losing the glasses or decanters you purchased. Thank you for your understanding.

LEHMANN GLASS brand

All products of this brand, which are glasses, are non-refundable for the same reasons as Glasses & Decanters.

Note: All non-returnable items will be sent back to the order shipping address upon receipt by return team and no refund or exchange will be processed.

5. ITEMS OF PARTICULAR ATTENTION

Kitchen tools

For Hygiene reasons, do not use or try any items you purchased in the Kitchen Tools zone if you plan to return or exchange such item.

 

Colours

We have made every effort to display as accurately as possible the colours of our products that appear on ACCESS WINE & LIVING HK. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.

 

6. YOUR ORDER CONTAINS A FAULTY / DEFECTIVE GOOD

We are very sorry that this happened! We do our best to ensure that all products are of a high before they leave the warehouse. In the unlikely event that your item has a defect, please email us at return@accesswine.hk  with the following information:

  • in Object “DEFAULT - ORDER# xxxx" (add your order number instead of XXX)
  • Attach the picture(s) of the defaults.

In the core of the Email, please add the following information

  1. Family Name:
  2. Surname:
  3. Address:
  4. Tel.:
  5. Date of Purchase:
  6. Try to describe the default(s) clearly

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of normal use are not considered to be faulty. If your item is faulty when you receive it, you can return it for a refund within 10 days of the day you received the item.

If you discover a fault after this time, but within six months of purchase, you can still return it. Where possible, we will offer to repair the item. If it cannot be repaired and the same product is still available, we will send you a replacement. If the same product is no longer available, you are entitled to a full refund.

If you would like to exchange a faulty item instead of obtaining a refund, it is possible too.

Some products have a specific Warranty which goes beyond 6 months. In that case, it is indicated for each concerned product in the description of the product on the site. To activate the Warranty, follow the same process in the time limit of the Warranty.

7. YOUR ORDER CONTAINS AN INCORRECT ITEM

We are very sorry that this happened! We do our best to ensure that all products are matching your order before they leave the warehouse. In the unlikely event that your item has been delivered wrongly, please email us at return@accesswine.hk  with the following information:

  • in Object “INCORRECT - ORDER# xxxx" (add your order number instead of XXX)
  • Attach the picture(s) of the incorrect item.

In the core of the Email, please add the following information

  1. Family Name:
  2. Surname:
  3. Address:
  4. Tel.:
  5. Date of Purchase:
  6. Give the name or code you should find on the packaging of the item

When we receive your email, we will pick up the incorrect item delivered and check this item. Please make sure it remains in perfect original condition and very well packed. If all is fine, we will replace the incorrect item delivered by the item you purchased as soon as possible. If the incorrect item has been used or is damaged, or doesn't have the original packaging, we may have to send it back to you, and reimburse you the difference versus the product you had ordered if paid more than the price of the product you received. 

8. EXCHANGE OF ITEM

If you wish to exchange a product instead of returning it for refund, it is possible. In that case, and within 10 days you received the product you would like to exchange, send us an email at return@acceswine.hk with:

  • in Object “EXCHANGE ORDER# xxxx" (add your order number instead of XXX)
  • Attach the picture of the product you want to exchange in its packaging

In the core of the Email, please add the following information:

  1. Family Name:
  2. Surname:
  3. Address:
  4. Tel.:
  5. Date of Purchase:
  6. Product(s) you received and would like want to exchange = exact name as per the site Accesswine.hk
  7. New product(s) you would like to receive in exchange = exact name as per the site Accesswine.hk

We will then get back to you to confirm the possibilities of exchange and if the product you would like to receive instead is available. We will then explain to you the process to follow and the refund of the difference or alternatively the additional cost you may have to pay to match the price of the new item you wish to receive. 

Please not that all brands / items in the NON-REFUNDABLE list cannot be exchanged.