Exchanges & Returns
1. We do not accept exchanges or item returns for bridal-wear garments or occasionwear as all our items are made-to-order especially for you. This reduces carbon emissions and also cost of taxes and duties. We ask you to purchase carefully and we will do our best to ensure that the product is shipped out according to our standards. Please carefully check your measurements prior to placing your order. It is recommended to hire the services of a local seamstress when you receive your order to ensure you get the best fit.
2. Intimates, accessories, and bespoke veils cannot not be exchanged or refunded, the purchase is considered a final sale for hygiene reasons.
3. If your product arrives and it is damaged, we will try our best to help the situation. All claims must be submitted within 36 hours of the original delivery date by email with photos and video evidence. The product must be returned unworn, unwashed and in their original packaging and odor free with the original labels. Returns must be pre-approved in writing by email to Sales@peonyrice.com. We reserve the right to refuse any returns that do not meet this criteria upon inspection. New item orders will have new production lead-times.
4. All sales and discounted items are FINAL.
5. Once your return is received and inspected, we will notify you by email if the return is successful or not. We will send you a credit note that is valid for 90 days from the date we have received your item against new items you wish to order.
6. As much as we like to treat our clients, please note that if your order had a complimentary gift included and you wish to return the order, then the gift must either be returned or if you wish to keep it we will deduct the retail price value from your exchange.
RETURN SHIPPING FEES, IMPORT TAX AND DUTIES
1. The costs incurred for returning items are at the customer's own expense. Shipping costs are non refundable. All return shipping fees are the responsibility of the customer. International customers are responsible for any duties/taxes that may apply. We only accept shipments sent by DHL/ FEDEX/ UPS that have a proof of return date that ensure the safe arrival as they can be tracked.
2. Bank, transfer and credit card fees along with any differences in exchange rates are not refundable or claimable. These will be deducted before the refundable amount is given. The exchange rate on the day of processing the refund will apply.
3. Import taxes and duties and payment platform fees cannot be refunded.
4. The item must be accompanied by the original receipt and returned within 10 days. After 10 days all sales are FINAL and no refunds or exchanges will be given.
5. Items should be packaged in the same way they arrived to protect the item during shipment.
6. Customers in Hong Kong, Macau and China benefit from free local returns for product that does not include bespoke or made-to-order within 3 days of receiving the goods. Contact us for courier pick up within 36 hours of receiving the goods. Otherwise the customer will bear the responsibility of the shipping cost thereafter. There is no refund after 3 days for authorized returns that we do not receive.
8. Please make sure that the description reads " RETURNED GOODS, NO COMMERCIAL VALUE.
BRIDAL & OCCASION WEAR BESPOKE ITEMS
If you change your mind after placing your bridal-wear or occasionwear bespoke order items, we accept cancellations within 3 days. Refunds will be minus 30% of the original price to cover our fees and payment platform fees as these are not recoverable.
Up to 50% of the order value is valid for cancellations up to 7 days after initial order placement. Payment platform fees are not recoverable. This is to cover a portion of the materials costs and our efforts for your order that would have been processed already especially for you.
Peony Rice is registered and governed by the laws of Hong Kong.