Return and Refund Policy

Return and Refund Policy

This document outlines the systematic processes, customer rights, and structural requirements governing return and refund transactions with Merakentos in Hong Kong. By maintaining a transparent, non-electronic purchase ecosystem, our policies strictly align with the consumer protection frameworks of the Hong Kong Special Administrative Region (HKSAR) and regional digital advertising standards.

Scope of Return Eligibility

Our return framework operates within a precise window of thirty calendar days, initiating the exact day the product is successfully delivered to your doorstep. This return channel is strictly reserved for items that arrive with physical damage, structural anomalies, or cases where the delivered item does not match the specifications of your original order.

We do not accept returns, facilitate exchanges, or issue refunds for items due to a change of mind, subjective aesthetic preference shifts, or spatial miscalculations after delivery. We ask that you finalize your marble furniture selection only when you are completely certain about your purchase size, layout, and style.

Logistical Return Steps

If your order arrives with documented structural anomalies or transport damage, you must adhere to the following sequence to initiate a return:

1. Initial Notification: Contact our support team by sending an email to [email protected] within 30 days of delivery, attaching your order details.
2. Collection Coordination: Our local team will respond to arrange a physical collection of the item directly from your Hong Kong address.
3. No-Cost Logistics: Merakentos covers all transport logistics and pick-up fees. There are no return shipping expenses or hidden delivery fees assigned to the customer.
4. Zero Restocking Fees: We do not impose any administrative penalties or restocking fees for valid returns.

Facility Evaluation Standards

Once the marble dining table reaches our regional warehouse facility, our inventory team initiates a mandatory evaluation phase. We dedicate exactly 24 hours to thoroughly review the physical condition, structural integrity, and reported anomalies of the returned item.

This analytical window allows us to determine whether the item qualifies for a direct replacement or requires a complete transaction reversal based on inventory availability and damage severity.

Resolution Pathways

Following the conclusion of our 24-hour evaluation phase, we execute one of two distinct resolution pathways:

Item Replacement

If the identical marble dining model is active within our current warehouse stock, we prioritize preparing a new item for dispatch. This replacement follows our standard handling and transit timelines, arriving at your Hong Kong doorstep within 3 to 4 business days at no additional cost.

Transaction Reversal

If the specific item is completely out of stock, unavailable, or if the structural damage cannot be rectified, we automatically transition the file to a full transaction reversal.

Compensation and Banking Transfers

Because our retail model functions exclusively on a Cash on Delivery framework, our database does not log, process, or store electronic payment card details or customer bank account numbers during the initial doorstep transaction. To safely execute a full refund, our team uses a protected, direct bank transfer method:

• Information Retrieval: Our support team will contact you via email to request your formal banking routing and account details.
• Initiation Timeline: Upon receiving these written banking details, we initiate the direct bank transfer for the full purchase amount within our system.
• Settlement Window: The transferred funds typically require up to 7 business days to completely reflect in your personal bank account. This duration depends on your individual banking institution's localized settlement speeds.

Hong Kong Regulatory Alignment

This return and refund architecture is constructed to comply with the Sale of Goods Ordinance (Cap. 26) of Hong Kong, which stipulates that products must be of merchantable quality and fit for their specific purpose. Furthermore, our explicit disclosures regarding timelines, lack of hidden fees, and zero restocking costs satisfy the transparency standards required by global digital advertising networks, protecting users from deceptive billing practices.

Support Accessibility

For questions regarding return documentation or to submit an image of a damaged item, connect with our support representatives at [email protected]. Our communication channels are fully operational from 9:00 AM to 5:00 PM Hong Kong Time, Monday through Friday, excluding public holidays.