EMPHASIS | HELP

search result 1. Our policy for in-store purchases 2. Our policy for online purchases 3. How to return or exchange an online purchase 4. Refunds

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1. Our policy for in-store purchases

The following article is extracted from EMPHASIS's 'Policy of Return and Exchange of Merchandise' (the Policy) and aims to provide a general guideline for returns and exchanges. In case of any disputes, the latest prevailing version of the Policy shall apply.

1.1 Definition

'Original Purchase Condition' means that the merchandise is:

still in its original packaging with all certificates, warranties and receipt intact;
unworn, unused, unaltered and in the condition originally purchased; and
not damaged in any way.

The decision as to whether the merchandise is in 'Original Purchase Condition' shall be determined solely by EMPHASIS and its decision shall be final.

'Excluded Items' means:

Gold coin, bullion gold, watches;
Scratched or altered merchandise;
Merchandise stated as non-returnable, non-exchangeable on its receipt.

1.2 Return

All in-store purchases are final sale and may not be returned. If the purchase is subject to regional laws or regulations, and there exists inconsistencies between that and EMPHASIS Group's 'Policy of Return and Exchange of Merchandise', the policy with the stricter requirement shall prevail.

1.3 Exchange

Any merchandise with the exception of 'Excluded Items', may be exchanged once in its “Original Purchase Condition” within 3 days of purchase upon presentation of the receipt.

If the value of the selected replacement item(s) is/are higher than that of the original purchase, you shall pay us the difference in price. Where the value of the item is higher than that of the replacement item, we shall not refund to you the price difference. Items may be exchanged for any item under the same product category as designated by us.

1.4 Discount & Promotions

If you have purchased any merchandise or other promotional activities but the discount offer has expired at the time of the exchange, the discount shall not be taken into account. Discounts offered by companies other than EMPHASIS shall be dealt with in accordance with the terms and conditions of the relevant companies.

1.5 Gifts & certificates

We shall be entitled to charge a replacement fee if the certificate(s) that accompany the merchandise in its Original Purchase Condition and/or the free promotional gift are/is not returned together with the merchandise.

Above policy is applicable to the merchandise purchased at Hong Kong store only.

2. Our policy for online purchases

The following article is extracted from EMPHASIS Group's ' Policy of Return and Exchange of Merchandise' (the Policy) and aims to provide a general guideline for returns and exchanges. In case of any disputes, the latest prevailing version of the Policy shall apply.

2.1 Definition

'Original Purchase Condition' means that the merchandise is:

still in its original packaging with all certificates, warranties and receipt intact;
unworn, unused, unaltered and in the condition originally purchased; and
not damaged in any way.

The decision as to whether the merchandise is in 'Original Purchase Condition' shall be determined solely by EMPHASIS and its decision shall be final.

'Excluded Items' means:

Scratched, or altered merchandise;
Merchandise stated as non-returnable, non-exchangeable on its receipt.

'Online Purchases' include:

EMPHASIS Eshop; and
EMPHASIS operated by designated e-commerce platforms.

2.2 Return

Any merchandise or metal (magnetic) clasp cord, with the exception of “Excluded Items”, may be returned in its “Original Purchase Condition” within 7 days of its delivery to you or its collection under the in-store collection service. Merchandise will be refunded against the original payment method used upon purchase. You will be obliged to pay for duties and taxes for the returned merchandise.

2.3 Exchange

Any merchandise may be exchanged once in its ‘Original Purchase Condition’ within 7 days of its delivery to you or its collection under the in-store collection service by using our return service, or drop off in any of our stores (Hong Kong SAR orders only).

We shall refund you the shipping fee of the original purchase (except duties and taxes), but you will be obliged to pay for duties and taxes for the returned and replacement item.

In the case of “Excluded Items” damaged during delivery or the merchandise not in its “Original Purchase Condition”, return or exchange may be accepted at the discretion of EMPHASIS.

2.4 Discount & promotions

If you have purchased any merchandise with any associated discount offered or other promotional activities but the discount offer has expired at the time of the exchange, the discount shall not be taken into account. Discounts offered by companies other than EMPHASIS shall be dealt with in accordance with the terms and conditions of the relevant companies.

2.5 Gifts & certificates

3. How to return or exchange an online purchase

If for any reason you are not happy with your purchase, you may request for a return or exchange within 7 days of its delivery to you.

Please note this information applies to online orders purchased through our Hong Kong SAR/International site only. To return items purchased through our Mainland China site, please click here

Hong Kong SAR returns
International returns

3.1 Hong Kong SAR returns

Step 1 Receiving your Returns Authorisation (RA)

Login to your account and under 'My Transaction Record', select the order you would like to return
Click on 'Return this item'
Check the items you wish to return and select a Return Reason
Check the box to agree with our Return Policy and click 'Submit'. You will then receive an email containing your RA number.

Step 2 Drop off your return

Once our customer service representative confirms your case, we will provide instructions on how to return your item(s).

In-store return

Visit any EMPHASIS store in Hong Kong SAR
Return the respective item(s) in its original order packaging with original invoice and a copy of the 'Return Requested' email (this can be printed or displayed on your phone)
We only accept returns for orders made in the same country/region

Step 3 After your return is received

Upon receiving your return, you will receive a confirmation email. Your return will then be examined by our Quality Assurance team. Once inspection is complete, our customer service representative will either process your refund for returns, or assist you to place your replacement order for exchanges.

How do I return a gift?

If you received a gift and want to return it, please have the original purchaser follow the above instructions to return the merchandise. Refunds will be made to the original credit card or PayPal account used online.

3.2 International returns

As an international customer, we offer free return service. You can submit your return request online within 7 days of receiving your order. Unfortunately, we cannot refund any taxes and duties which you may have paid when placing your order.

In returning an order from outside Hong Kong, China, simply follow the process below:

Step 1 Receiving your Returns Authorisation (RA)

Login to your account and under 'My Transaction Record', select the order you would like to return
Click on 'Return this item'
Check the items you wish to return and select a Return Reason
Check the box to agree with our Return Policy and click 'Submit'. You will then receive an email containing your RA number.

Step 2 Mail us your return

Once our customer service representative confirms your request, we will provide instructions on how to return your item(s) using our courier collection service.

Step 3 After your return is received

Upon receiving your return, we will send you a confirmation email. Your return will then be examined by our Quality Assurance team. Once inspection is complete, our customer service representative will either process your refund for returns, or assist you to place your replacement order for exchanges.

How do I return a gift?

4. Refunds

Once we have accepted your returned merchandise, we shall refund the amount you have paid for the item.

Your refund, excluding initial shipping costs and tax and duties, will be credited to the account used to make the purchase. Please allow up to 2 weeks from the date of our receipt of the returned item(s) for the account to be credited.

If I return my international order, will I get refunded the local tax and duties I paid?

Unfortunately, we are not able to refund local tax and duties paid at checkout on deliveries to overseas destinations as these are charged by local governments. Certain countries operate schemes to reclaim any local tax and duties if you return goods and will require a specific application by you to your local government or authority.