PAPALINI is dedicated to providing our customers with the very best service. Please contact our Customer Service Team within 7 days if you have received a defective item. You will be given a Return Merchandise Authorization (RMA). After receiving an RMA, you may proceed to return your item(s) for replacement.
To ensure speedy service, please have the following information ready when you call or email our Customer Service Team:
- Your order number
- Product name and PAPALINI catalogue number of the item you wish to replace.
- Reason for requesting a RMA (e.g. Defective Item Exchange, Size Exchange)
- Photos of the defective item
- All returns must be sent back to our PAPALINI’s Hong Kong office with prior authorization, i.e. a Return Merchandise Authorization (RMA) number. Unauthorized returns may be refused or disregarded.
- Returned items must be in their original packaging. Incomplete returns may be refused or disregarded.
- Each order can enjoy once exchange service only.
- Photos and descriptions are for reference only. Different issues may cause certain deviations in picture’s colour; this is not being considered as a quality problem.
- PAPALINI reserves the right to change our product exchange policies and/or reject any exchange requests for any reason without prior notice. Should there be any dispute; PAPALINI’s decision will be final
Defective Item Exchange
- PAPALINI will be responsible for return shipping costs if the defective claim is confirmed to be valid, and the defective items are returned via the express company assigned by PAPALINI . No compensation for shipping costs will be provided when using other shipping methods and express company.
- In cases of defective return, PAPALINI will provide a replacement item instead of a refund.
- Exchange may be refused or disregarded if the defective was not related to a quality issue.
- Items returned for size exchange must be in mint, unused condition. PAPALINI reserves the right to reject exchange requests if the returned items are in unacceptable condition.
- Customers are required to bear return shipping fees in cases of size exchange. PAPALINI will be responsible for shipping fee of replacement.
- We recommend that you send your return via reliable methods to ensure that it reaches us. PAPALINI will not be responsible if return shipments are lost during return transit.