Returns
RETURN POLICY
We hope that you are delighted with your order. However, if you are not entirely satisfied, you may request to return any item purchased from the PAVO PHILO website in its original condition for a full refund or exchange within 7 days from the date of receipt.
In case of damaged, defective, and/ or incorrect items, please contact our Customer Service team immediately.
Gifts are non-refundable and non-exchangeable.
Original receipts must be provided for all return applications.
We do not process return requests based on personal reasons.
We do not accept return requests without any quality problems.
No return will be allowed after 7 days from the date of receipt.
No return will be accepted for:
- items that are damaged as a result of misused or man-made damage;
- items with unclean or marked appearance;
- items not sold at the PAVO PHILO website;
- items that are damaged through transit; and/ or
- any other cases that PAVO PHILO or Pavo Philo International Company Limited deems reasonable and fair after considering all the factors in which our discretion is final and absolute.
The returned item(s)must be sealed, unopened, unused, unmarked, and in its original packaging, with all original accessories and inserts. The returned item(s) must be wrapped in a proper package and returned to us within 7 days, from the date we accept and approve your return request, by Hong Kong Post or our assigned courier service provider(s) using Standard Service only. No return parcel marked “Freight on Delivery” will be accepted. Please do not return the item(s) unless your return request is accepted and approved. You are required to settle the postal/shipping fees first. Inspection and verification will be conducted after receipt of your returned item(s) and the process may take up to 5 working days in normal circumstances. We will make refund or exchange arrangements, and reimburse the related postal/shipping fees to you once your return application is accepted and approved.
REFUNDS: All refunds will be credited to your credit card or the original form of payment. The refund process may take up to 5 working days in normal circumstances, from the date we accept and approve the return application. The time to post a credit to your account is determined by the issuing bank. Please contact your own issuing banks for details. Gift wrap (and/ or all other wrapping materials) and/ or delivery charges accrued at the time of purchase will not be refunded.
EXCHANGES: Exchange(s) will be sent to you via Hong Kong Post or our assigned courier service provider(s)using Standard Service only. We will cover the postal/shipping costs for all exchanges. The exchange process may take up to 5 working days in normal circumstances, from the date we accept and approve the return application. Gift wrap and/ or all other wrapping materials are non-exchangeable.
We cannot accept returned items that we reasonably believe have been unsealed, marked, opened or used. For rejection of your return application, we will notify you that no refund or exchange will be available and will return such items to you within 28 days of our notification. The customer will then be responsible for the postal/shipping fees.
PAVO PHILO and Pavo Philo International Company Limited shall have the final and absolute discretion as to whether the Return Policy applies.
In case of dispute, decisions of PAVO PHILO and/ or Pavo Philo International Company Limited shall be final and binding.
Remark: If there is any discrepancy between the Chinese and English versions of this policy, the English version shall prevail.
RETURN PROCESS
1. CONTACT OUR CUSTOMER SERVICE TEAM
Please reach our Customer Service team via info@pavophilo.com and state out your return request. Our Customer Service team will request for the following information for verification:
- Order number(s) and/ or Receipt number(s)
- Purchasing date
- Product name(s) and quantity that need to be returned
- Valid reason(s) for return
- Proof of damaged, defective, and/ or incorrect item(s)
- Original receipt(s)
2. PACK THE ITEM(S)
Carefully pack and wrap the item(s) into a proper package and include the original receipt(s). Please settle the postal/shipping fees first and return the item(s) to us within 7 days, from the date we accept and approve your return request, by Hong Kong Post or our assigned courier service provider(s) using Standard Service only.
Please refer to " Shipping " for more shipping details.
3. RETURN CONFIRMATION
After conducting a standard inspection and verification of all items, we will notify you of the approval or rejection of your return. Please allow 5 working days for the process.
4. RECEIVE A REFUND OR EXCHANGE
REFUNDS: All refunds and related postal/shipping costs will be credited to your credit card or the original form of payment. The refund process may take up to 5 working days in normal circumstances, from the date we accept and approve the return application.
EXCHANGES: Exchange(s) will be sent to you via Hong Kong Post or our assigned courier service provider(s)using Standard Service only. We will cover the postal/shipping costs for all exchanges. The exchange process may take up to 5 working days in normal circumstances, from the date we accept and approve the return application.
Remark: If there is any discrepancy between the Chinese and English versions of this Return Process, the English version shall prevail.
