We're 100% committed to making you happy. Each suitcase is hand checked by a member of Suitcasehk before it goes out the door to ensure you get the best! While we make every effort to ensure your case arrives in perfect condition, sometimes things could happen. If you discover a fault with the item(s) you have received, please take pictures of the defect and contact us right away. We will work with you to guarantee your satisfaction.
Should you wish to return your item(s), please kindly email us with the reason of return, within 3 days from receiving your order (according to the delivery date on the tracking record, if applicable). Once you've submitted your request, you'll receive an email confirmation with details and direction. Please bring back the item(s) to our service centre with original receipt and packaging within 3 calendar days from the date we granted your request. Please use the original packaging if you are mailing back the parcel at your own cost. In case of any problems or mishandling with your return parcel, we may decline to accept it. Don't send us anything without informing us.
* If the return is solely due to satisfactory cause or not any quality issue of the product itself, we will refund you the amount paid for the returned product minus any shipping fee paid in the original order and administration cost if applicable. Administration cost is applicable if the original order amount minus the refund product amount does not meet the requirement for free shipping criteria, there will be a administration charge of $166 per returned suitcase or $50 per any other returned product. Exchanging with same-price or adjusted higher-priced item will not be exempted from the administration charge. Also, you will be charged for extra shipping fee if you choose to re-deliver the item(s) again.