returns & exchanges

RETURNS & EXCHANGES

 

 

ONLINE PURCHASES (STORE PICKUP)

  • Quality Issue

When you pick up your product at store after purchasing it online, please check the product carefully. If the product is defective or faulty, you must submit an exchange request to our shop assistants immediately. If your request is submitted following your receipt of the product and after you leave our store, we will repair or, in case the product cannot be repaired, exchange the product or refund, according to your product’s warranty coverage and warranty terms and conditions. 

  • Change of Mind

(Immediate) If you want an exchange or refund of the brand new product due to a change of mind, items must be returned undamaged and unused, with all tags attached and the original packaging included to our shop assistants at the time of collecting the product before you leave the shop (together with your purchase record). You will be responsible for the cost of HKD100 delivery charge back to our warehouse (additional charges apply for remote locations). Some discounted items cannot be returned due to a change of mind, please refer to the detailed product description.

  • Applicable Stores

Return requests are only accepted for online purchases on www.americantourister.com.hk.

  • Processing Time

Once your return has been received and accepted, your refund will be processed within 30 days. If American Tourister’s delivery service is required, we will charge you HK$100 per travel (additional charges apply for remote locations).

 

 

ONLINE PURCHASES (DELIVERY)

  • Change of Mind

Within 7 days of receiving your purchased product, we accept exchange or refund of the brand new product due to a change of mind. Items must be returned undamaged and unused, with all tags, warranty cards attached, and the original packaging included. You will be responsible for the cost of HKD100 delivery charge back to our warehouse according to the Delivery & Shipping policy (additional charges apply for remote locations). Some discounted items cannot be returned due to a change of mind, please refer to the detailed product description.

  • Quality Issue

(Within 7 days of receiving your purchase product include public holiday) If you wish to return your product for a defect or fault, we will inspect the product and investigate your claims and, if we find that the product is indeed defective or faulty, we will repair or, in case the product cannot be repaired, exchange the product or refund, according to the product’s warranty coverage and warranty terms and conditions. If, however, we find that the defect is not a manufacturing defect (including material and workmanship defect), but due to mis-handling or misuse, or the defect or damage is not covered by the warranty or the warranty has expired, your request of returning the product will be rejected and the product  will be returned to you. You will be responsible for the cost of return shipment according to the Delivery and Shipping Policy.

  • Applicable Stores

Return requests are only accepted for online purchases on www.americantourister.com.hk.   

  • Application Process

To apply for a return of your product, you must submit a duly completed return form with the photo of the faulty goods to our customer service team (contact.hk@americantourister.com).  We will contact you within 7 working days with a return authorization and further instructions on how to return your goods. Normally, we will arrange pick-up of your product from your address within Hong Kong Special Administrative Region at an administrative charge depending on your location. Alternatively, you may return your product to one of our Authorized Repair Centre in accordance with the Warranty Terms and Conditions below by presenting your original purchase receipt and warranty card (must be a receipt from www.americantourister.com.hk).

  • Processing Time

Once your return has been received and accepted, your refund will be processed within 30 days. If American Tourister’s delivery service is required, we will charge you HK$100 per travel (additional charges apply for remote locations).

 

 

STORE PURCHASES

You are required to pick up the goods immediately after completion of purchase. We do not provide any storage service. Goods which are not picked up within 14 days (from the delay of purchase) will be destroyed, for which we do not bear any liability.

  • Quality Issue

Please inspect the product carefully before payment. We regret that except in case of a manufacturing defect, all sold products cannot be exchanged, and in all cases, cannot be refunded.  

  • Applicable Stores

We only accept purchases at our own direct shops and authorized dealer shops.

  • Application Process

To apply for a return of your product, you may submit a duly completed return form with the photo of the faulty goods to our customer service team (contact.hk@americantourister.com). We will contact you within 7 working days with a return authorization and further instructions on how to return your goods. Normally, we will arrange pick-up of your product from your address within Hong Kong Special Administrative Region at an administrative charge depending on your location. Alternatively, you may return your product to one of our Authorized Repair Centers in accordance with the Warranty Terms and Conditions below by presenting your original purchase receipt and warranty card (must be a receipt from American Tourister’s own direct shops or authorized dealer shops).

  • Processing Time

Once your return has been received and accepted, your refund will be processed within 30 days. You will be charged a fee of HK$100 for delivery of your returned product back to our warehouse.   

 

 

EXCHANGES

We will only exchange for another product within warranty period if your defective product cannot be repaired due to manufacture defect. You are entitled to an exchange for another product of the same value as the price you actually paid for your purchased product with supporting invoice and warranty card as per the warranty terms & conditions.

 

 

WARRANTY TERMS & CONDITIONS

American Tourister guarantees all its products against any manufacturing defects, covering materials and workmanship, for the length of time stated in the warranty. You are entitled to an exchange or refund for a manufacturing defect that cannot be repaired (as determined by a American Tourister Authorized Repair Agent).

If you find a manufacturing defect in your American Tourister product, please directly deliver the product to an Authorized Repair Centre. Click here to find your nearest Authorized Repair Centre.

Please note that you are responsible for all costs of getting the product to any such Authorized Repair Centre including, but not limited to, the cost of packaging, shipping. The estimate repair lead time is around 3-4 weeks depending on the spare parts availability. 

  • For warranty service at a Service Centre, you will need to present the duly completed warranty certificate and original receipt of purchase (must be a receipt from American Tourister’s own direct shops or authorized dealer shops). We regret that we do not provide warranty and repair services to products (including authentic products) purchased from stores other than American Tourister direct stores or American Tourister’s authorized distributors. 
  • The duration of the warranty is stated on the warranty card inside the product and/or in the list of product features on our website.
  • American Tourister requires that you use only an approved American Tourister Authorized Repair Centre (“Service Centre”) for warranty repairs. Repairs performed by anyone other than an Authorized Repair Agent will void this warranty.
  • You are responsible for all costs of getting the Product to any such Service Centre including, but not limited to, the cost of packaging, shipping and applicable taxes.
  • The Service Centre will determine whether or not the problem is covered by American Tourister’s warranty. If the warranty applies, you will be notified as to whether the Product will be repaired or replaced. If the Product is to be replaced and the Product is no longer available, American Tourister will exchange for a comparable American Tourister product of the same value as the price you actually paid for your original Product.
  • The warranty provided herein is limited to the value of the Product.
  • Manufacturing specifications are subject to change without notice.
  • If the Product is not under warranty as determined by the Authorized Repair Agent, any repairs agreed to or freight costs associated will be at the cost of the owner.
  • Product locks are intended only to prevent accidental opening and cannot necessarily prevent theft of the Product or its contents, breakage or entry by airline or airport personnel or governmental authorities.
  • Inspect your Product immediately after handling by anyone other than you. If damaged in transit, submit a claim to the transit company (which is insured against damaging your product) at the place of arrival, if possible, before clearing customs.
  • Do not send your Product directly to American Tourister stores, as this will likely delay the repair and an additional delivery charge will apply according to the Delivery and Shipping Policy.

 

WHAT IS NOT UNDER WARRANTY?

  • Any damage caused by misuse or unreasonable use, improper care, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear or other non-functional changes in the appearance of the product are also excluded. (such as changes in colour, wearing out of the fabric or wearing out / falling off of the trademark(s)). 
  • Depression or breakage of outer shell due to impact, wearing out and breakage of the frame or perimeter of the product etc. 
  • Improper carrier handling (by airline for example) overloading or rough handling during transport by airlines, 3rd parties, or other travel organizations
  • Cables, adaptors and batteries.
  • UV degradation or exposure to extreme temperatures, acids, solvents, or moisture.
  • Melted zippers or fabric abrasion.
  • Incidental and consequential damages are expressly disclaimed.
  • To the extent permitted by applicable law, any implied warranties are hereby excluded.
     

In cases where the damage occurred during transport, contact the airline or travel provider immediately when you arrive at your destination. Airlines are responsible for the damage to your luggage or backpack at the airport or during the transport process.


This warranty is intended to give you specific legal rights. In addition to the rights described herein, you may also have other rights that vary from state to state or country to country with respect to the exclusion or application of implied warranties, incidental and consequential damages and repair and replacement. Consequently, the limitations or exclusions specifically contained in this warranty may not be applicable to you.

 

 

CONTACT US

We take extreme care in ensuring that our products are of the highest quality. However, if for any reason you identify an issue with the products delivered to you, we would like to help resolve the problem. Please contact our customer service team for assistance. Alternatively, you may write to us at contact.hk@americantourister.com or call +852-2422 2611 from 10:00am - 2:00pm; 3:00pm - 6:30pm, Monday to Saturday.