If you are unsatisfied with the products that you purchased on Website, you may apply for return or exchange following below procedure；
If return needed:
You may return any product ordered on Website within seven (7) calendar days after the next date of receipt, together with the accessories or fittings, original packaging, original documents, invoices and all gifts (if any) to the address designated by Hermès China, subject to the clause below:
You may choose to call or contact Customer Service, and then follow the steps introduced by Customer Service. You will need to help the Customer Service to check on the prima facie condition of the product to be returned, and if it appears to be in compliance with the terms and conditions applicable for return hereof, you can put the products together with the accessories or fittings, original packaging, original documents, invoices and all gifts (if any) in the original packaging, before handing over the this return package to the courier assigned by Customer Service at the appointment time. For bags and furniture products, the relevant shipping costs should be settled with the service provider on a timely manner.
If exchange needed:
Kindly note the Website does not provide exchange service online but you may exchange in HERMÈS China boutiques located in P.R.China (excluding Hong Kong, Tai Wan and Macau, and Beijing SKP boutiques, and the airport travel stores under the name of HERMÈS) within thirty (30) calendar days after receiving the product purchased, subject to terms and limitations set out below:
Please Note:
1) Returned and/or exchanged products must not have been used, neither in worn, altered, washed, stained or damaged conditions. The returned products should be in their original condition and packing (all original packaging intact, including the orange box, packaging materials such as anti-dust bags and boxes, accessories, labels, trade mark signs, certifications, NFC tag etc), with all labels and/or signs intact and/or sealed if applicable, as well as together with the original sales receipt and original invoice.
2) The following specific conditions apply to return and/or exchange of products such as cosmetics, soap, perfume, lotion, shower gel, shampoo and horse soap etc: The products must be unopened and returned in its original packaging with the transparent sealing film and NFC Tag intact due to hygiene and quality concerns. If the transparent sealing film and/or NFC Tag has been opened or removed, the item will not be accepted for return and/or exchange.
3) The following specific conditions apply to returns and/or exchange of products such as underwear, socks, etc.: The products must be returned in its original packaging and NFC Tag intact and unopened due to hygiene and quality concerns. If the package or NFC Tag opened or removed, the item will not be accepted for return and/or exchange.
4) The following specific conditions apply to return and/or exchange of the Apple Watch: The Apple Watch Hermès must be returned in its original packaging without packaged being opened and/or NFC Tag been removed, and cannot have already been paired or activated. Further the serial number on the Apple Watch Hermès being returned must match the serial number on the original receipt.
5) The following specific conditions apply to return and/or exchange of the Apple AirTag Hermès: If you have ordered a Apple AirTag Hermès, you will not be able to partially return or exchange this object: you must return the AirTag with the leather accessory. The Apple AirTag Hermès must be returned in its original packaging and the battery activation protection must not have been removed. The Apple AirTag Hermès serial number must be the same as the one listed on the original invoice.
6) We do not currently exchange or allow refunds for product purchased in HERMÈS China boutiques via the Website.
7) A product ordered on the Website that has been personalized cannot be returned for exchange or refund unless otherwise required due to quality defects.
8) One product can only be returned or exchanged once.
9) You may exchange an item for another item of equal or greater value only and in case that the item to be exchanged is of higher value you should also pay the difference in price.
10) Gold, silver, white gold and/or platinum jewelries, or watches, perfumes are not accepted for exchange, unless otherwise required due to quality defects.
11) To exchange for bags and/or small leather goods, the original product purchased need to be in the same category of bags and/or small leather goods.
To know more about the return and exchange policy, you may contact Customer Service 4000906610, our service time is 10:00 am to 22:00 pm from Monday to Sunday. Or you may also refer to the Legal Terms on www.hermes.cn.
