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Return Policy

Size Exchange
1. For product(s) purchased at National Geographic Apparel HK Official Website, you can apply for a size exchange within 7 days of receiving your parcel (based on the date of receipt on the logistics document). Product(s) excluded in this policy includes but not limited to non-apparel product(s), accessories, clearance product(s), masks, socks, and inner garments cannot be returned or exchanged.
2. Exchange applications for the product(s) must be addressed online. Late applications, applications with incomplete information will not be considered.
3. Only one exchange request can be made per order.
4. Exchange request is only available on size exchange.
5. Product(s) purchased from any online shopping platform authorised by The Nature Holdings HK Limited shall follow the terms and conditions/policy of goods return and exchange of that platform.
6. Exchange service is not applicable to products purchased at overseas stores.
7. Once your order is placed, it cannot be canceled or modified.
8. Refunds are not allowed unless there is a product quality issue.
9. Returned product(s) must be completely intact, unused, unwashed, and with the original label, packaging, and price tag, and meet the conditions for secondary sales.
10. You may process your exchange at National Geographic Apparel HK Official Website by the following steps:
10.1 Login to your account.
10.2 View the order that you want to exchange.
10.3 Provide relevant information (including the order number, product name, and size which need to be exchanged).
10.4 We will check if there is any stock available for exchange and contact you with a return authorization and further instructions on how to return your product(s).
11. Size exchange is subject to stock availability. After confirmation of your exchange request, you may exchange the product(s) through the below methods:
11.1 Send the product(s) along with the original invoice to our local warehouse (you will be responsible for the cost of return postage).
11.2 Exchange size at the assigned physical store (subject to stock availability).
12. If your order cannot fulfill the original order requirements of any discount, free shipping, promotion, or gift after processing return or exchange, the relevant offer will be invalid, and the relevant coupon code or store credit cannot be used again.
13. 
If there is any gift in the order and you cannot fulfill the original order requirements of receiving gift(s) after making an exchange, it must be returned together with the order. If the gift is not returned, the retail amount of the gift will be deducted from your store credits.
14. If a product(s) is returned that does not comply with our Return and Exchange Policy, we will not approve the exchange application.
15. In the case of abuse or excessive use of exchange services, The Nature Holdings HK Limited reserves the right to suspend or cancel the membership of customers who make frequent exchanges.
16. The Nature Holdings HK Limited reserves the right to amend the above Terms and Conditions without prior notice.
17. In case of any dispute, The Nature Holdings HK Limited reserves the right of final decision.

Quality Issue
1. For product(s) with quality issues purchased at National Geographic Apparel HK Official Website, you can request a return or exchange within 7 days of receiving your parcel (based on the date of receipt on the logistics document). 
2. You may process your return or exchange at National Geographic Apparel HK Official Website by the following steps:
2.1 Login to your account.
2.2 View the order that you want to return or exchange.
2.3 Please describe the damage or defect, and provide relevant product image(s).
2.4 Upon arrival of your returned product(s) and the original invoice, we will check if the product(s) meets the requirements of return or exchange, and arrange a return or exchange.
3. Return or exchange applications for the product(s) with quality issues must be addressed online. Late applications, applications with incomplete information will not be considered.
4. Product(s) purchased from any online shopping platform authorised by The Nature Holdings HK Limited shall follow the terms and conditions/policy of goods return and exchange of that platform.
5. Return and exchange
 service for defective product(s) is not applicable to products purchased at overseas stores.
6. If you need to return or exchange the product(s) due to quality issues, we will bear the shipping cost.
7. Returned product(s) must be completely intact, unused, unwashed, and with the original label, packaging, and price tag.
8. Damaged product(s) due to improper use, maintenance or wash cannot be returned or exchanged.
9. If a product(s) is returned that does not comply with our Return and Exchange Policy, we will not approve the application.
10. If we find that the defect is not a manufacturing defect, but due to mishandling or misuse, your request of returning the product will not be approved and the product will be returned to you. You will be responsible for the cost of return postage.
11. Shipping fees or gift wrap is non-refundable.

12. The relevant coupon code or store credit cannot be used again.
13. Upon arrival of your returned product(s), we will check if the product(s) meets the requirements of return or exchange. Once the defective products(s) are confirmed, exchange will be arranged / refunds will be issued based on the original form of payment. Normally your account will be refunded within 2 - 4 weeks (Actual receipt date is subject to the processing period of the relevant bank, card issuer, or electronic payment agency).
14. The refund amount is subject to the actual payment amount.
15. If there is any gift in the order and you cannot fulfill the original order requirements of receiving gift(s) after making returns, it must be returned together with the order for refund. If the gift is not returned, the retail amount of the gift will be deducted from the refund amount.
16. The Nature Holdings HK Limited reserves the right to amend the above Terms and Conditions without prior notice.
17. In case of any dispute, The Nature Holdings HK Limited reserves the right of final decision.

Frequently Asked Questions (FAQ)
https://www.natgeostore.com.hk/pages/faq