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After-sales Service & Warranty
Warranty terms and conditions
1. The frames and sunglasses sold by eGG Optical Boutique online store come with a 12-month warranty period (excluding non-quality issues). Please keep the original receipt, warranty certificate, the complete set of eyeglasses, and their components (if any) for warranty purposes.
2. Except for the circumstances described in point 3, all sold items are non-exchangeable and non-refundable.
3. eGG Optical Boutique online store retains the absolute discretion to determine the replacement of eyeglass frames, sunglasses, electronics, and other products. We will consider individual requests for product replacement based on customer needs (excluding items explicitly listed as non-replaceable on the eGG Optical Boutique online store). Examples include:
The frames and sunglasses:
At eGG Optical Boutique’s discretion, eGG Optical Boutique may consider customer's request for an exchange of frames, lenses, sunglasses or contact lenses purchased at eGG Optical Boutique stores (excluding Outlets) if the frames or sunglasses purchase at our stores are under a valid warranty AND a manufacturing defect is confirmed by eGG Optical Boutique. eGG Optical Boutique may either exchange the item or repair the defective part. Exchange will be limited to the same brand and model only, subject to stock availability.
Disposable contact lenses:
If a customer's prescription changes and is confirmed by an eGG Optical Boutique optometrist, disposable contact lenses can be replaced for up to 1 year from the date on the receipt (limited to the same brand and model of product, subject to availability of the related items).
Electrical appliances and other products:
Customers must request product exchange within 7 days from the date of receipt. After conducting quality testing, if eGG Optical Boutique online store confirms that the sold electronics appliances and other products have manufacturing defects, we will exchange the items for the customer (limited to the same brand and model of product, subject to availability of related items).
4. Eyeglasses: If customers wish to exchange a product, they must bring the item, along with the original receipt, warranty certificate, spare parts, and gifts (if any), to the store. If customers wish to exchange for a lower-priced item, the price difference will not be refunded. If customers wish to exchange for a higher-priced item, they will need to pay the price difference.
5. Contact lenses: If customers need to exchange disposable contact lenses, the packaging box of the disposable contact lenses must be intact and free from any damage or loss. The exchange must be made within one year from the date of the receipt. After receiving the customer's prescription for contact lens power, we will verify the prescription according to the Code of Practice for Registered Optometrists' set by the Hong Kong Optometrists Board. Only when the prescription is confirmed to be valid, we will proceed with the delivery arrangement. If a valid prescription record is not submitted or an in-store eye examination is not conducted within 3 months from the date of purchase, the online contact lens order will be cancelled. We will provide you with a 3-month validity eShop cash voucher equivalent to the payment amount deposited into your e-member account. Reminder: The eShop cash voucher can only be used on eGG Optical Boutique online store and is invalid once expired and is non-refundable.
6. Electrical appliances and other products: You are required to contact us within 7 days upon receiving the products. You must exchange the same product and subject to our stock. After 7 days, the product will be under the manufacturer’s warranty period and you need to contact the dealer for repair.
7. If the gift cannot be returned when exchanging the product, eGG Optical Boutique online store will charge the customer the retail price of that gift.
8. eGG Optical Boutique online store reserves the right to not provide any written or verbal reports for any repair services and/or product inspections. All additional shipping costs will be borne by the customer.
9. In case of any disputes, eGG Optical Boutique Ltd reserves the right to make the final decision. In the event of any discrepancies between the Chinese and English versions of the terms and conditions, the Chinese version shall prevail. For any inquiries, please feel free to email [email protected].
2. Except for the circumstances described in point 3, all sold items are non-exchangeable and non-refundable.
3. eGG Optical Boutique online store retains the absolute discretion to determine the replacement of eyeglass frames, sunglasses, electronics, and other products. We will consider individual requests for product replacement based on customer needs (excluding items explicitly listed as non-replaceable on the eGG Optical Boutique online store). Examples include:
The frames and sunglasses:
At eGG Optical Boutique’s discretion, eGG Optical Boutique may consider customer's request for an exchange of frames, lenses, sunglasses or contact lenses purchased at eGG Optical Boutique stores (excluding Outlets) if the frames or sunglasses purchase at our stores are under a valid warranty AND a manufacturing defect is confirmed by eGG Optical Boutique. eGG Optical Boutique may either exchange the item or repair the defective part. Exchange will be limited to the same brand and model only, subject to stock availability.
Disposable contact lenses:
If a customer's prescription changes and is confirmed by an eGG Optical Boutique optometrist, disposable contact lenses can be replaced for up to 1 year from the date on the receipt (limited to the same brand and model of product, subject to availability of the related items).
Electrical appliances and other products:
Customers must request product exchange within 7 days from the date of receipt. After conducting quality testing, if eGG Optical Boutique online store confirms that the sold electronics appliances and other products have manufacturing defects, we will exchange the items for the customer (limited to the same brand and model of product, subject to availability of related items).
4. Eyeglasses: If customers wish to exchange a product, they must bring the item, along with the original receipt, warranty certificate, spare parts, and gifts (if any), to the store. If customers wish to exchange for a lower-priced item, the price difference will not be refunded. If customers wish to exchange for a higher-priced item, they will need to pay the price difference.
5. Contact lenses: If customers need to exchange disposable contact lenses, the packaging box of the disposable contact lenses must be intact and free from any damage or loss. The exchange must be made within one year from the date of the receipt. After receiving the customer's prescription for contact lens power, we will verify the prescription according to the Code of Practice for Registered Optometrists' set by the Hong Kong Optometrists Board. Only when the prescription is confirmed to be valid, we will proceed with the delivery arrangement. If a valid prescription record is not submitted or an in-store eye examination is not conducted within 3 months from the date of purchase, the online contact lens order will be cancelled. We will provide you with a 3-month validity eShop cash voucher equivalent to the payment amount deposited into your e-member account. Reminder: The eShop cash voucher can only be used on eGG Optical Boutique online store and is invalid once expired and is non-refundable.
6. Electrical appliances and other products: You are required to contact us within 7 days upon receiving the products. You must exchange the same product and subject to our stock. After 7 days, the product will be under the manufacturer’s warranty period and you need to contact the dealer for repair.
7. If the gift cannot be returned when exchanging the product, eGG Optical Boutique online store will charge the customer the retail price of that gift.
8. eGG Optical Boutique online store reserves the right to not provide any written or verbal reports for any repair services and/or product inspections. All additional shipping costs will be borne by the customer.
9. In case of any disputes, eGG Optical Boutique Ltd reserves the right to make the final decision. In the event of any discrepancies between the Chinese and English versions of the terms and conditions, the Chinese version shall prevail. For any inquiries, please feel free to email [email protected].
