RETURN & EXCHANGE POLICY
Last Updated: January 21, 2025
This Return & Exchange Policy outlines the terms and conditions for returns and exchanges at cerentom.com (“Website”), operated by DIMENSIONAL INTELLIGENT DEVELOPMENT CO LTD (“Company,” “we,” “us,” or “our”).
1. RETURN ELIGIBILITY
1.1 General Conditions
• 30-day return window from delivery date
• Items must be unused and unworn
• Original tags attached
• Original packaging included
• Proof of purchase required
1.2 Non-Returnable Items
• Custom-made items
• Sale items marked “Final Sale”
• Intimate apparel
• Face masks and accessories
• Gift cards
2. RETURN PROCESS
2.1 Initiating Returns
• Login to your account
• Select order for return
• Choose return reason
• Print return label
• Package items securely
2.2 Return Methods
• Free in-store returns (Hong Kong)
• Postal return
• Courier pickup service
• Drop-off points
3. REFUND OPTIONS
3.1 Original Payment Method
• Credit card: 3-5 business days
• Debit card: 5-7 business days
• Bank transfer: 5-7 business days
• Digital wallets: 1-3 business days
3.2 Alternative Refunds
• Store credit (+10% bonus value)
• Gift card
• Account credit
• Exchange for other items
4. EXCHANGE PROCESS
4.1 Direct Exchange
• Size changes
• Color variations
• Style alternatives
• Quality issues
4.2 Exchange Conditions
• Subject to stock availability
• One exchange per item
• New items must be of equal or greater value
• Shipping fees may apply
5. RETURN SHIPPING
5.1 Domestic Returns (Hong Kong)
• Free returns for full-price items
• HKD 50 for sale items
• Free for defective items
• Return label provided
5.2 International Returns
• Customer pays return shipping
• Tracking number required
• Insurance recommended
• Custom duties non-refundable
6. ITEM CONDITION
6.1 Acceptable Condition
• Unworn and unwashed
• All original tags attached
• No signs of wear or use
• Complete set of accessories
6.2 Unacceptable Condition
• Worn or damaged items
• Removed tags
• Altered items
• Signs of use or washing
7. DEFECTIVE ITEMS
7.1 Quality Issues
• Manufacturing defects
• Missing components
• Size discrepancy
• Color variation
7.2 Defect Claims
• Photo evidence required
• Detailed description needed
• Quality inspection process
• Resolution options
8. PROCESSING TIME
8.1 Return Processing
• 1-2 days for inspection
• 2-3 days for refund processing
• Email confirmation sent
• Tracking updates provided
8.2 Exchange Processing
• Stock check: 1 business day
• Processing: 1-2 business days
• Shipping: 2-3 business days
• Status updates provided
9. EXCEPTIONS AND SPECIAL CASES
9.1 Sale Items
• 14-day return window
• Exchange only
• No refunds
• Original condition required
9.2 Gift Returns
• Store credit only
• Gift receipt required
• Original purchaser notification
• Gift wrapping non-returnable
10. DAMAGED IN TRANSIT
10.1 Delivery Damage
• Report within 24 hours
• Photo documentation required
• Keep original packaging
• Immediate replacement offered
10.2 Claims Process
• Damage report submission
• Carrier investigation
• Resolution timeline
• Replacement shipping
11. HOLIDAY RETURNS
11.1 Extended Period
• Christmas purchases
• Chinese New Year items
• Special promotions
• Gift purchases
11.2 Seasonal Items
• Special return windows
• Condition requirements
• Processing timeframes
• Exchange options
12. RETURN RESTRICTIONS
12.1 Multiple Returns
• Account monitoring
• Return pattern review
• Restriction notices
• Account suspension possible
12.2 Prohibited Returns
• Used items
• Altered merchandise
• Laundered goods
• Damaged by customer
13. CONTACT INFORMATION
For return inquiries:
DIMENSIONAL INTELLIGENT DEVELOPMENT CO LTD
Unit 6, 11/F., Prosperity Place, 6 Shing Yip Street, Kwun Tong, Kowloon, Hong Kong SAR
Email: [email protected]
14. POLICY CHANGES
• Subject to update without notice
• Current version on website
• Email notification for major changes
• Effective date specified