Sales & Refunds Policy
SALES & REFUNDS POLICY
of the Sampson Store {SampsonStore.com}
In order to provide the best service and ensure your satisfaction while shopping at Sampson Store, we have created sales and refund policies to protect your online shopping rights. When you shop at Sampson Store, the following terms apply. Important information can also be found below, therefore please read carefully. If you have any questions, please click the following link contact us to contact our customer service representative by phone / WhatsApp / email.
In order to provide the best service and hope that customers feel comfortable and happy when shopping at Sampson Store, we have formulated a series of sales and refund policies to protect your online shopping rights.
When you shop at Sampson Store, the following terms apply, you can also find useful information in the following terms, please read them in detail.
Return & Refund Policy
To ensure product quality, Sampson Store will not reuse or resell any products that have been shipped. If a refund request is made for any reason, the company will verify the request in accordance with internal policies. If the refund conditions are met, the payment will be returned to the member's account in the form of Sampson Cash to be used in your next purchase. If you are not a member and/or want a direct refund, we can also return the amount through your original payment method (except for bank transfer, FPS, and PayMe, which will be refunded by electronic cheque). Yet please note that this will require a longer processing time (about 4-6 weeks).
Depending on the reason of return, you may receive a full refund or a refund deducting the shipping and processing fees. If the product is returned due to damaged product, the relevant fees can be waived; if the return is due to other reasons accepted by our company, the customer will have to bear the relevant fees.
If the customer incorrectly enters the delivery address and has already paid, please contact our customer service representative immediately. We can help you to update the information, but if the product has been sent, please refer to "Arrangements for Undeliverable Order".
Please note: Sampson Store does not accept return or refund requests for used products or product damage caused by human negligence.
* Sampson Store reserves the right of final interpretation and decision on refund arrangements.
Arrangements for Undeliverable Order
If the order is undeliverable to your address and is returned to the warehouse for different reasons (such as overdue pickup or incorrect address), please contact us to arrange second delivery. Yet the customer needs to bear the shipping costs for re-shipping; or pick up the order at our store. You may also consider creating a new order, we will ship the old order together with the new order.
If we receive the returned order and are unable to contact the customer, the order will be cancelled after 30 days. We will deduct the original shipping cost and an order processing fee of HK$ 12 / CNY 12 / EUR 1.5 / USD 1.5 then credit the amount into your member account with Sampson Cash for your next purchase. If you are not a member and/or want a direct refund, we can also return the amount through your original payment method (except for bank transfer, FPS, PayMe, which will be refunded by electronic cheque). Please note that this will require a longer processing time (about 4-6 weeks).
* Sampson Store reserves the right of final interpretation and decision on refund arrangements.
Damaged Products
If you find that the product has been damaged during shipping, please contact our customer service representative immediately. When it is confirmed to be caused by shipping, we are happy to replace the product for you.
Depending on the inventory, we may replace the damaged product with another product of the same value. If the product cannot be replenished within 4 weeks, customers may request a refund, and we will refund the relevant amount in Sampson Cash within one working day to your member account for your next purchase. If you are not a member and/or want a direct refund, we can also return the amount through your original payment method (except for bank transfer, FPS, PayMe, which will be refunded by electronic cheque), and no additional fees will be charged. Please note that this will require a longer processing time (about 4-6 weeks).
If you encounter the above problems, please fill in the product return form or print out product return form to fill in, and submit it by post, fax, or email for record.
Proof of Purchase
We will send the provisional order receipt / order confirmation by email after you have created the order / completed the payment. Please save the email as proof until the product is received. In addition, a POS receipt will be attached when the product is delivered. If the customer requests a return, the customer should show the proof of purchase, so please keep and save it properly.
Payment Methods
Payment Method | Currency | Payment Account | Minimum Payment Amount |
Credit Card (Visa / Master / AE) |
Any | N/A | HKD 1 |
Apple Pay |
Any | N/A | HKD 1 |
Google Pay/Microsoft Pay |
Any | N/A | HKD 1 |
PayMe |
HKD | N/A | HKD 1 |
Octopus |
HKD | N/A | HKD 1 |
Alipay/Alipay HK |
HKD | N/A | HKD 1 |
WeChat Pay |
HKD | N/A | HKD 1 |
FPS (by QR Code) |
HKD | N/A | HKD 1 |
Cash Deposit / ATM |
HKD | Account name: SampsonStore.com Ltd Bank account: HSBC 015-525975-001 FPS: +852 9560-0945 |
HKD 1 |
PayPal |
HKD / USD / EUR | payment@sampsonstore.com | HKD 150 |
Shipping Options
Delivery to designated address | Delivery charge | Enjoy free shipping upon purchase above a certain amount: (based on the net merchandise sales) |
Leadtime (Order confirmed before 3:00pm) |
Location | Order Tracking |
Lalamove | HKD 100 | HKD 799 | Within 4 hours | ||
SF Express | HKD 30 | HKD 299 | Within 1-2 working days (depends on district) | SF Express | |
Biz Area Express | HKD 30 | HKD 299 | Same day delivery (Order confirmed before 9:00am in working day) Within 1-2 working days |
SF Express | |
HK Local Smart Post | HKD 15 | HKD 199 | Within 2-3 working days | Hongkong Post | |
HK Local Ordinary Post (for order HKD199 or below) |
Free-of-charge | Free-of-charge | Within 2-3 working days | ||
Pick-up service | Delivery charge | Enjoy free shipping upon purchase above a certain amount: (based on the net merchandise sales) |
Leadtime (Order confirmed before 3:00pm) |
Service Location | Order Tracking |
SF Store / EF Locker | HKD 30 | HKD 299 | Within 2-3 working days | SF Store Location EF Locker Location |
SF Express EF Locker |
Kerry Locker, MTR Shops, 7-Eleven, Circle K | HKD 20 | HKD 199 | Within 3-4 working days (Order confirmed before 11:30 on Mon-Fri ; 08:30am on Sat) |
Alfred Locker Location | Kerry Express |
HK Post Office collection | HKD 10 | HKD 149 | Within 2-3 working days | Hongkong Post | Hongkong Post |
Pick up at Sampson Store | Free-of-charge | Free-of-charge | Anytime within office hours | Sampson Store | |
Overseas Parcel | Delivery charge | Enjoy free shipping upon purchase above a certain amount: (based on the net merchandise sales) |
Leadtime (Order confirmed before 3:00pm) |
Location | Order Tracking |
Overseas Registered Mail | HKD 25 up | USD 80 (for US & Canda) |
Within 7-17 working days (Depends on custom clearance process) |
Hongkong Post | |
Overseas Speed Post (EMS) | HKD 120 up | N/A | Within 2-5 working days (Depends on custom clearance process) |
Hongkong Post |
Delivery Time and Risks
The expected arrival date will vary depending on the delivery method or the inventory of the pick-up point. The daily cut-off time is 3pm on Monday to Friday and 12pm on Saturday (For Alfred Locker is 11.30am on Monday to Friday and 8.30am on Saturday. For Kerry Locker, MTR Shops, 7-Eleven, Circle K is 11am on Monday to Friday and 10am on Saturday). Orders after this time will be shipped on the next working day. Customers can also use "Track Order" to check the latest delivery status of your order after payment.
In addition, Sampson Store will not be responsible for the risks of product loss if you have chosen "Logistics providers that do not provide waybill tracking” as your delivery method.
Customs and Taxes
When ordering from Sampson Store, you are considered the importer of record and must comply with all the laws and requirements of the country in which you are receiving the products. Your orders may be subject to import duties and/or taxes and any additional charges for custom clearance must be borne by you. Sampson Store has no control over these charges and does not bear legal responsibility for the ordered goods meeting local customs laws and/or duties and taxes. Custom policies vary widely from country to country, and you should contact your local customs office for further information. If the package is refused due to your refusal to pay customs tax and/or duties, and subsequently returned to Sampson Store, you will be responsible for the return shipping charges. If the package is kept or confiscated by customs, Sampson Store will not be responsible for any lost, including but not limited to the postage and the products cost.
Pricing
Sampson Store is committed to providing customers with the best quality and reasonably priced products, while providing discounts and offers from time to time. The price on your order includes the cost of the product, the required packaging and delivery costs and all discounts.
*Sampson Store reserves the right to modify products, packaging and delivery costs and any discounts at any time.
Product Availability
Sampson Store has been providing different of high-quality products for customers. We also try to stabilize the supply of various products. When some popular products are out of stock, please feel free to contact our customer service representative for the fastest restocking time. We may also limit the number of products a customer can buy. These restrictions will be displayed on the product information.
*Sampson Store reserves the right to change these restrictions and suspend the supply of any product at any time.