Return Policy

Exchange & Refund

If there are any issues with the products you purchased from Sincere Online Store (https://www.sincereonlinestore.com/), please contact our customer service at cs@sincere.com.hk within 7 days of receiving the products for a replacement. After confirming the product, you can bring the original purchased new product and order confirmation and replace the product of different size or color (same product code) at any physical store of Sincere Department Store, or other products of the same price within 14 days,

• We do not accept unsolicited returns, exchanges, or refunds. To apply for a return/exchange or refund, please contact the online store's customer service department first (and fill out the online return form).
• Sincere Department Store reserves the right to determine the product's condition. In case of any dispute, Sincere reserves the right of final decision. 
• If the returned item is no longer in stock, the customer may be given the option of replacing it with another product based on stock availability.

Exchange or refund of defective goods can be done if the following conditions are met:

• The merchandise malfunctions or is found defective, and its condition is deemed acceptable by an authorized Sincere staff.
• Refund and exchange will not be accepted if the goods are found to be modified, assembled or damaged due to improper use.
• Present the original sales receipt or packing slip as proof of purchase.
• The returned goods will only be accepted in new-look condition and with full original package.
• All gift items (including cash coupon(s), shopping coupon(s), point(s) and gift(s)) must be returned with the returned products. The retail value of the gift items will be deducted from the refund in case the gift items can not be returned.