Return Policy
RETURNS & EXCHANGE
You may exchange products within 7 days in its original condition after receipt of the order (based on the delivery record) and upon pre-approval of square Hong Kong Official Online Shop. Unless there is product quality problem, all products are allowed exchange only once. All merchandises including price tag and packaging should be in its original good conditions that it can be sold again.
The value of the replacement merchandise should be equal to the price of the original merchandise. If the value of the replacement merchandise is higher than the original price, the customer is required to pay the difference.
HOW LONG DO I HAVE TO RETURN AN ITEM?
All returns must be made within 7 days in its original condition after receipt of the order.
WHAT ARE THE NON-RETURNABLE/ NON-EXCHANGEABLE ITEMS?
We DO NOT accept returns or exchange of certain products, including:
- Any product that is returned more than 7 days after receipt
- Any product that has been worn, altered or washed
- Any markdown, clearance or sales product
- Products with unclean appearance
- Any Special edition item or item labelled as "Non-exchangeable/ Non-returnable"
- Products not sold on square Hong Kong Official Online Shop
IF THE SIZE DOES NOT FIT, CAN I RETURN/ EXCHANGE THE ORDER?
Yes. If the size does not fit you perfectly and you would like to return/ exchange the order, please contact our customer service representatives about your request.*
* This is not applicable to any markdown, clearance or sales product. Terms and conditions apply.
WHAT TO DO IF I WANT TO RETURN/ EXCHANGE THE ORDER?
Please contact our customer service representatives by email and provide all the following information:
- Order number (e.g. SQ11111111111111)
- Item pictures – 1) actual item picture 2) hang tag picture which all information of the tag is clearly visible and 3) outer packaging intact, if any
- Reason(s) for return and state for refund or exchange?
- Payee name for refund for Cash on Delivery cases
Once your returns request is received and all details are confirmed, we will issue you a return number. Without a return number, we may refuse to accept the returns. You are responsible for the related costs for exchange/ returns.
Please send back the returned item(s) with the shipping box or bag to ensure the outer packaging of the item(s) is intact. Also, please clearly state the return number on a slip attached with the returned item(s). Note if you cannot exchange/ return the item(s) within 2 weeks, your return request will be cancelled.
When the item(s) is back to our warehouse, it is inspected to be in its perfect original condition by our team (all internal labels must be intact) in the next couple of working days. If the return request is valid, we will arrange refund or exchange.
For online payment cases, we will progress your refund via the same means used to place your order. Remember that refund time needed is subject to bank’s administration.
For Cash on Delivery cases, after approving the returned item(s) is all good, we will refund in cheque in the payee name from the return request and mailed to the same delivery address as order placed by Hong Kong Post. Note that you are responsible for providing correct payee name of the cheque same as bank account name and also the correct mailing address. Handling fee of reissuing another refund cheque is charged for cases of providing wrong information. If correct payee name and mailing address cannot be provided to our customer service representative in 30 days, your return request will be cancelled.
CAN I CHANGE THE COLOR, SIZE OR SHIPPING ADDRESS ON THE ORDER?
If the order is paid, please contact the customer service representative. Our customer service representative would make sure whether you can cancel the order.
I PURCHASED PRODUCTS AS A GUEST/ MEMBER, MAY I CANCEL THE ORDER?
Yes. You can cancel the order no matter if you checkout as a guest or member. You may send your request to our customer service representative indicating the order number and our team will assist.
WHAT SHOULD I DO IF I RECEIVE AN INCORRECT ITEM?
If you were to accidentally receive an item that you did not order, please contact our customer service representative. We are more than happy to re-send you the desired item(s).
WHAT TO DO WHEN THE PRODUCT IS LOST OR DAMAGED DURING DELIVERY?
If you did not receive your order or the products are found damaged when received, please contact our customer service representative to report the case and we will process your case and update you the status as soon as possible.
CAN I RETURN/ EXCHANGE THE PRODUCTS PURCHASED ONLINE AT ADIDAS HONG KONG OFFICIAL ONLINE SHOP IN PHYSICAL STORES?
No. Please return/ exchange your products via the same shopping channel.
WHERE ARE "REMOTED AREAS" OF HONG KONG?
Ta Kwu Ling and Sha Tau Kok, Lantau Island (including Tung Chung) and all outlying islands of Hong Kong
SQUARE SPECIAL EDITION ITEMS T&C
- This is the Special edition item(s) of square. Before you purchase this product, please read in detail the Terms of Use of square website and the Special edition item terms listed below. If you purchase this item on our website, you are deemed to consent to and accept the following rules:
- You must register as a member, in order to purchase Special edition items on our website.
- Each person can only purchase one item of this product per purchase. Only one Special edition item is allowed per order.
- This product does not apply to any discount activities, including promotion code/ gift card or sales promotion.
- The purchase of this product is only supported by online payment, and the payment must be completed within 15 minutes after submitting the order. A timed-out order will be cancelled. Payment is subject to the confirmation of payment information by adidas website. You may check your order status to determine whether your payment is successful.
- Successful online payment requires the co-operation of multiple parties, for example, the paying bank, the payment and transaction platform and the internet service providers. After you make the payment, the system requires some time for data exchange before the website confirms that the payment was successful. During this period, in the event of a network transmission delay or data exchange blockage, it may affect your payment. Therefore, it is recommended that you submit your order for payment as soon as possible to avoid payment failure and cancellation of orders caused by network delay.
- The delivery time of the Special edition items may slightly delay than other products.
- square has the right to unilaterally cancel your order under the following circumstances, and if you have already made a payment, square will refund your payment through your original payment platform and without incurring any liabilities:
- The use of robots, software plug-ins, automated equipment and other similar technologies to invade into the square system to create accounts, place orders or make payments, which affect the purchasing activities of other users or the normal orderly sales of square products. In case of any such situation, square will cancel the order, may also permanently close your account.
- The purpose of purchasing this product is for resale.
- The payment is not successfully completed within the specified time.
- square finds that one person is making multiple purchases of this product. (for example, use of the same debit card or third-party payment account by multiple purchasers, multiple orders shipped to the same address, etc.).
- square reserves the right to temporarily remove this product from the shelf or delay the sales of this product for reasons of force majeure, transportation delay, system failure or third-party attacks of the square website and other circumstances beyond the control of square. If you have ordered this product and, due to the aforementioned reasons, it is out of stock, both you and square have the right to cancel the order in which case square shall arrange for your refund without incurring any liabilities.
- Cash on delivery is not supported for this product.
