Return and Exchange Policy

The return policy applies to both online and in-store purchases.

Return and Exchange Guidelines:

• If the goods are not returned or exchanged according to the instructions and methods provided by our online customer service, the company reserves the right to refuse the return or exchange.

The complete return content must include:

• If any product purchased from our store or website is found to be damaged within 7 days from the date of receipt/collection, please contact the store within 7 days and provide the relevant order number (found in the customer’s email) for the exchange, along with returning the product to our company within 7 days.

• Please ensure that the product and its packaging are intact, brand new, and in their original packaging with all tags attached and accessories (if any) packed back in the bag (return is limited to one time only, no refunds available).

• Each order only allows for one exchange. Our store conducts careful quality checks before shipment. If customers discover any quality issues or defects after receipt, they should notify our store for the relevant return procedures. To avoid disputes, customers must confirm that the returned product matches the item they applied for return or exchange and must specify the reason for the return or exchange, then properly package the returned item.

• Size exchange service: Each order allows for one size exchange only. To avoid disputes, please specify the correct size for the return or exchange, then package the item properly. Customers can choose to return or exchange in-store or via SF Express/mail (buyers bear the risk) or through other courier services.

• Once it is confirmed that the purchased goods meet the return and exchange conditions, a dedicated person will contact you to arrange the relevant procedures. You may visit the store or arrange third-party logistics for the return or exchange.

• For all electronic products/appliances purchased from our company, exchanges are allowed within 7 days for non-human damage or quality issues. For products beyond 7 days, any maintenance or damage inquiries should be directed to the agent.

• Certain products come with a one-year warranty. Please keep the product packaging and warranty certificate for one-year maintenance. Customers who cannot present the warranty certificate will not be eligible for service.

• All goods sold are non-returnable and non-refundable.

• Any electronic products, electronic items, pre-ordered products, discounted items, household products, gifts, and samples that have been opened and used cannot be returned or refunded. We appreciate your understanding.

• Refund applications for pre-ordered products, discounted items, and household goods are not accepted.

• Refund applications due to supplier shipping/delivery delays are not accepted, but full refunds can be issued in the member shopping balance.

• If customers find that the product does not meet personal preferences or quality expectations after use, we cannot accept returns or refunds.

• If you have sensitive skin, it's advised that you consult a doctor before purchasing products. If customers experience an allergic reaction to purchased products, return arrangements will not be accepted.

• Returns and refunds for personal preference or quality concerns are not accepted.

• Customized products cannot be returned or exchanged unless there is a quality issue; customers are advised to consider carefully before purchasing.

• Customers should ensure the recipient's name, phone number, and address are correct before placing an order online. Costs resulting from incorrect information leading to delivery delays or third-party theft will be borne by the customer.

Return Methods: Fill out the shipping document as follows:

SF Express

Recipient:婆婆雜貨店

Address: Room 2604, De Hua Tower, 32 Hung To Road, Kwun Tong, Kowloon, Hong Kong

Contact Number: (852) 4660 2300

In-Store

Address: Room 2604, De Hua Tower, 32 Hung To Road, Kwun Tong, Kowloon, Hong Kong

Contact Number: (852) 4660 2300

Office Hours: Monday to Friday, 09:30-18:30 (Excluding public holidays)

1. If returned items do not meet the complete return conditions, we will return the items to the delivery address previously provided by the customer, and the customer will bear the shipping costs.
2. Out of stock: If an item is out of stock, the store will refund the amount to the member shopping balance. To avoid out of stock situations, please return items as soon as possible.
3. For item exchanges of equal value: The exchange must be for items of equal value; if exchanging for an item exceeding the original purchase amount, the price difference must be compensated.
4. For overseas order return services: Before shipment, our store conducts thorough quality checks. If customers are still dissatisfied with the product, they may return it at their own expense and contact the store for refund procedures. Both the shipping costs to and from will be borne by the customer.

Jewelry Products:

Regarding 925 Sterling Silver "Tarnishing" and "Fading":

1. Sterling silver may turn yellow or black due to improper storage, contact with chemical liquids, humid environments, or individual body chemistry, which is a natural oxidation phenomenon of silver material. Oxidation is not caused by fading or rusting.
2. Silver requires maintenance (it is recommended to avoid wearing it while bathing, swimming, and sleeping; keep away from perfumes and cosmetics).
3. Sterling silver jewelry should be stored separately to avoid contact with other precious metal jewelry.
4. Jewelry will inevitably experience wear and scratches due to wearing, especially softer silver materials; this is an unavoidable natural phenomenon.
5. Electroplated rose gold cannot guarantee that it will never fade. If concerned about fading, white gold is recommended. Note: Due to the copper content in rose gold, fading after use is normal, and the rate of fading is related to wearing and maintenance methods, so careful maintenance is necessary. Do not use silver polishing cloths to avoid accelerating fading. Please pay close attention to the above maintenance guidelines (consider carefully before purchasing; if you cannot accept this, please do not order).

Clothing Products:

If the product has the following conditions, returns or exchanges cannot be processed:

1. Items returned after 7 days or not pertaining to the current return order request.
2. Not in brand new condition: Clothing that has been worn, causing wear and dirt, exposed to water, or has makeup stains after trying on; if returned products show obvious stains or odors, we reserve the right to refuse return or exchange. We will have the final decision regarding whether products exhibit obvious stains or odor issues.
3. Not in complete packaging: Complete packaging should include the product, packaging bag or shoebox, tags, and accessories.
4. Size exchanges do not apply to free size products, pants, coats, accessories, swimwear, underwear, children’s clothing, shoes, bags, suits, pet items, or sleepwear.
5. Items that have been processed, such as embroidery, cutting, printing, etc., are not eligible for return to their original condition.
6. Due to different fabric elasticities, there may be slight size variations (1-4CM) in general products; this is considered normal, and returns cannot be requested for minor size discrepancies.
7. Due to different computer screen settings and resolutions, slight color differences may occur and are considered normal, so returns cannot be requested for minor color discrepancies (actual color should be based on physical images on the official website; we reserve the right to make the final decision regarding major color difference issues).
8. Returns due to subjective reasons, such as materials differing from expectations or application dissatisfaction, may not be accepted.
9. As clothing is primarily handmade, there may be minor issues such as small stains, loose threads, positioning, and slight color variations, which may belong to the normal condition of the products; we reserve the right to make the final decision regarding whether there are significant quality issues.
10. Generally, products will undergo quality inspections upon arrival at our store, and photographs may be taken as needed. We do not accept returns or exchanges for damage caused by human error. Regarding damages or related issues caused by improper human use, we also reserve the right to make the final decision.
11. Shipping costs incurred from size mismatch returns must be borne by the customer. If a return or exchange is necessary due to product damage or mis-ordering, we will bear up to HKD 30 of the shipping cost. Generally, we recommend customers to pay the shipping upfront; we will refund the related shipping costs in the form of shopping balance once we receive the returned goods.

Grandmama Store reserves the right to modify terms and conditions without prior notice. In case of disputes, the decision of Grandmama Store will be final.