1. Return Eligibility

Tsz Long Limited accepts returns on all clothing and footwear items within 14 calendar days from the date the order is delivered. To qualify for a return, items must be unused, unwashed, undamaged, and in the original packaging with all tags attached. Footwear must be tried on indoors on a clean surface to preserve the condition of the soles. Tsz Long Limited reserves the right to refuse returns that show signs of wear, damage, or do not meet these conditions.

2. Return Process

To initiate a return, customers must contact the support team at [email protected] within the 14-day eligibility window. The email must include the order number, the item(s) to be returned, and the reason for the return. A customer service representative will respond within two business days with a return authorization confirmation.

Once authorization is received, the customer must securely package the item(s) and ship the package to the following address:

Tsz Long Limited
4/F, British Council Building, 3 Supreme Court Road, Admiralty
Phone: +852 9044 4481

The return shipment must be postmarked within 14 days of the delivery date of the original order. Tsz Long Limited does not provide prepaid return labels. The customer is responsible for all return shipping costs. Tsz Long Limited recommends using a trackable shipping method, as the customer bears liability for the package until it is received at the designated return address.

3. Refund Timeline

Upon receipt of the returned package, Tsz Long Limited will inspect the items within three business days to verify compliance with the return eligibility criteria. Approved refunds will be processed according to the following schedule:

• Refunds issued to credit cards or debit cards will be completed within 14 business days from the date of inspection approval. The refund will be credited to the original payment method used at checkout.

• For refunds processed via PayPal, the minimum processing period is 14 business days from the date of inspection approval. Certain regional consumer protection laws require a 30-day refund period for PayPal transactions. Where such regulations apply, PayPal refunds will be completed within 30 calendar days from the date of inspection approval.

All refunds cover the full purchase price of the returned item(s) exclusive of any shipping charges paid on the original order. Original shipping costs are non-refundable. Refund amounts will appear on the customer’s statement based on the processing timeline of the financial institution or payment provider associated with the original transaction.

4. Exchanges

Tsz Long Limited does not offer direct exchanges. Customers requiring a different size or color must initiate a return for the original item following the return process outlined in Section 2 and place a new order for the desired item through wa05.watchhousesale.com.

5. Non-Returnable Items

Certain categories are not eligible for return. These include:

• Items marked as final sale on the product page

• Undergarments, swimwear, and socks due to hygiene standards

• Accessories such as scarves, hats, and jewelry

• Gift cards and promotional items

6. Damaged or Incorrect Items

If a customer receives a damaged item, a defective item, or an item that does not match the order confirmation, Tsz Long Limited must be notified within seven calendar days of delivery. Customers must contact [email protected] with the order number, a description of the issue, and photographic evidence showing the defect or discrepancy. Upon verification, Tsz Long Limited will provide a prepaid return label for the affected item and issue a full refund or ship a replacement at no additional cost. This policy applies exclusively to errors attributable to Tsz Long Limited and does not extend to returns initiated for preference-based reasons.

7. Refund Method

All refunds are issued to the original payment method used at the time of purchase. If the original payment method is no longer active, the customer must notify [email protected] prior to initiating the return to arrange an alternative refund method. Refunds cannot be transferred to a different credit card, PayPal account, or bank account unless the original account has been permanently closed and documentation is provided.

8. Customer Support

For any inquiries regarding returns, refunds, or shipping, customers may contact Tsz Long Limited at [email protected]. Support inquiries are addressed in the order they are received. Responses are provided within two business days.