1. [Returnable]
Consumers who shop online on raum HK website should return their products in their original condition as per received condition and maintain complete packaging(including the product itself, product details, parts, gifts, guarantees,original packaging, and all arrival contents or data completion). Please feel free to contact customer service if you have any inquiries before purchasing.
※ If you request an exchange dueto personal reasons, the round-trip shipping cost will be responsible from the customer’s end, and the shipping cost will be deducted from the refund amount.
※ All shipping fees are non-refundable.
※ In case of exchange or refund,we will arrange delivery man to pick up. The delivery man will visit your address/office and pick up the goods to return. Please understand that if you return the product without any notice to ourside, return will not be accepted.
2.[Non-returnable]
(1) Exceeding14 days from the date of receipt.
(2) Products,accessories in damage condition or not in complete package condition. Please make sure to return all parts of the products.
(3)Goods have been used. Please understand that traces, washed traces, artificial dirt, bites, and damaged products will not be acceptable for return.
(4) Received wrong products while already used without noticing customer service.
(5)Personal hygiene products (cosmetics, skincare products, health foods, etc.) and consumables (mist products, cleaning products, etc.) cannot be returned upon opening.
(6) Products returned without any return application and notice. Please do check with our customer service in advance whether a refund is possible.
(7)Please understand that refund is not possible if the parcel is discarded due to the recipient’s non-receipt.
[Return procedure]
STEP1 Copy the Return Application Form below, fill in the contents, and attach related photos, apply return through member centre-messages.
STEP2 Customer Service will reply within 3-5 working days.
STEP3 Pack the products well as original packaging and once return application has been accepted, can return as per return instructions.
STEP 4 It takes 7-14 working days for the return delivery process.
STEP 5 We will inform you of the completion of the refund through email within 7-10working days after passing inspection.
[Return application form]
1. Name of the recipient of the order:
2. Order number:
3.Return request Product name and quantity:
4.Reasons for return (personal reasons):
5. Photosof the product that you want to return (Product package box and sealed part aswell)
6. Mobile phone number:
7. PickUp Address:
[Return Reminder]
(1) If you don't like the product after receiving it, do not open or use it, and immediately process the return according to the regulations, kindly note that round-trip delivery fee will still be deducted in such case of return.
(2) If you have any questions before purchasing, consult with the customer service by calling 9014-5566 or e-mail at raumhk.cs@mediquitous.com directly.
(3) After return product has been inspected and refund confirmed could be issued, refund will beissued to your payment account and you will be notified via email or the MemberCenter.
(4)Please note that add-on products, promotion products, event products will not be returnable.
(6) For partial return, after deducting the returned product value, if the remaining value of products that customer keeping does not meet the free shipping standard, the delivery fee for the order will be charged, and that will be deducted from the refund amount.
(7) For partial return, after deducting the returned product value, If the remaining value of products that customer keeping does not meet the promotion criteria, the products that are keeping will be recalculated at the original selling price, and the price difference will be deducted directly from the refund amount.
(8) For partial return, the remaining value of products that customer keeping does not meet the criteria of free gift, the free gift must be returned together.Otherwise, the selling price of the free gift will be deducted from the refund amount.
(9) The returned product must be in its original state (guarantee, sticker, undamaged brand’stag, unused). If there is a zipper bag, brand/package box, special packaging for theproduct, return products must be well packaged, and do not directly attach the return invoice on unpackaged return products. If it does not meet the above-described return conditions, you cannot apply for a return, so please be careful with all the above return instructions.
3. [Refund method]
If you pay online with your credit card, you will get a refund via the credit card you used when ordering. We strongly recommend the name stated on the bank account be the same of order placing name.
4. [Defective product]
If you find the product is defective after receiving the package, or received wrong product, please contact our customer service and provide us the defective product application form and we will reply as soon as possible.
Defective Product Application Form
1. Nameof the recipient of the order:
2. Order number:
3. Defective product name and quantity:
4. Address to collect the defective product:
5. Address for redelivery:
6.Recipient's mobile phone number:
7. Photo proof of the defective product (the product and the package)
※ If the product is delivered incorrectly: Do not unseal the product and take a picture of the product insealed condition. Please make sure to take a picture of the product with sealed sticker.
※ Defective product: Please take clearly and send a picture of the defective part
※ raum HK official site reserves the right to change, modify, or terminate the site at any time. It is not regarded as responsible for raum HK to post all the changes and modifications on the website.
CustomerService:
Phone: 9014 5566
Email: raumhk.cs@mediquitous.com
