Refund policy
Returns, exchanges and refunds
We offer a voluntary 30-day return period. This offer is additional to your statutory rights, which are not limited by this policy. Sale items have the same applicable statutory rights as full-price items.
Our 30-day return offer
Email support@seame-brand.com within 30 calendar days of receiving your order to notify us that you wish to return an item. No reason is required. For the voluntary offer, send the goods back within 14 calendar days after notifying us. If we delay providing the return instructions, we will extend this voluntary posting deadline to allow that delay. For this voluntary offer, items must be unworn, unused and returned with their original tags and packaging. Reasonable inspection and trying on are permitted where required by your statutory rights; the voluntary conditions do not remove those rights.
How to return an item
- Email us with your name and order details so we can identify the purchase. Tell us which item you wish to return. A reason is optional.
- We will provide instructions and confirm the return destination. The Hong Kong company address is not the return warehouse. Please contact us to confirm the instructions before posting. Waiting for our response is not a condition of a statutory withdrawal and does not extend your legal return deadline.
- Package the item securely, post it promptly and retain proof of dispatch. Customers pay the direct cost of a change-of-mind return unless we have agreed otherwise or applicable law requires us to pay. Obtain a carrier quote for the confirmed destination before posting. Costs depend on your location, carrier and parcel.
You may use our SEAME return form to help us identify your parcel. Email notification or another clear statement is sufficient to exercise a statutory withdrawal right; printing this operational form is not a condition of that right. Keep proof of dispatch. The treatment of a lost return depends on the circumstances and applicable law.
Size exchanges and store credit
Size exchanges can be arranged through customer service, subject to stock availability and confirmation of the return instructions. Contact us before sending an item for exchange. If the requested size is unavailable, you can choose a refund under this policy. Store credit is optional and requires your agreement; we do not substitute store credit for a monetary refund that is due.
Faulty, damaged, incorrect or not-as-described items
Contact support@seame-brand.com as soon as you reasonably can with your order details and a description of the problem. Photos are helpful where the problem can be photographed; tell us if that is not possible. We will assess the issue and provide the remedy required by applicable law, which may include repair, replacement, a price reduction or refund depending on the circumstances. We do not require you to accept a replacement instead of a refund when you have a statutory right to a refund.
If an item is faulty, damaged, incorrect or not as described, we cover the necessary return postage where required by applicable law and arrange the instructions with you. Contact us before posting so we can explain the return method. There is no 7-day cut-off for statutory faulty-goods claims, and those claims are not limited to our voluntary 30-day offer.
Cancellation before delivery
If you need to cancel an order or change a size or address, email support@seame-brand.com promptly. We will check whether fulfillment can still be stopped or changed. We cannot guarantee that a parcel already being processed or shipped can be intercepted. A logistics limitation does not remove an applicable statutory right to withdraw, including before delivery. If the parcel is already on its way, we will explain the return process.
Statutory withdrawal for EU and UK consumers
Where EU or UK distance-selling rules apply to your purchase, you generally have 14 calendar days from receipt to notify us that you are withdrawing, without giving a reason, and a further 14 calendar days after that notice to send the goods back. For goods delivered separately, the applicable period generally runs from receipt of the last item. You may notify us by email or any other clear statement. Your withdrawal takes effect when you give notice, not only when the warehouse receives the parcel.
You may inspect the goods as you would in a shop. Any deduction for handling beyond what is needed to establish their nature, characteristics and functioning is made only where permitted by law. We reimburse any standard outbound delivery charge you paid where required by applicable law. We bear return costs if we failed to provide legally required pre-purchase information about those costs. Other mandatory rights, including longer withdrawal periods where required information was not provided, and faulty-goods remedies, remain unaffected.
When and how refunds are issued
For a voluntary 30-day return, we issue the refund within 7 business days of receiving the returned item. Business days for this refund-processing deadline are Monday to Friday, excluding public holidays. We notify you by email when it has been issued.
For an EU statutory withdrawal, reimbursement is due without undue delay and within 14 calendar days of your withdrawal notice. Where legally permitted, we may withhold it until we receive the goods or proof that you sent them back, whichever occurs first. For a UK statutory cancellation, we refund without undue delay and within 14 calendar days of receiving the goods back or receiving proof that you sent them back, whichever is earlier. If we have agreed to collect the goods, or no goods need to be returned, the deadline is 14 calendar days from your cancellation notice. We follow any shorter mandatory deadline that applies.
Refunds are issued to the original payment method unless you expressly agree to another lawful method. We do not charge a refund fee. A bank or payment provider may take additional time to post the payment after we issue it; this is separate from our refund deadline. If the refund has not appeared after your providerโs normal posting period, contact us and we will help trace it.
Lost or undelivered orders
Contact us with your order details if a parcel is lost or has not arrived. We will investigate with the delivery partner and arrange the appropriate replacement or refund under the circumstances and applicable law. For seller-arranged consumer deliveries, your mandatory delivery rights remain unaffected.
Contact information
SEAME is operated by Collective Commerce HK Limited (Company Number: 77499434).
Company address: Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, Hong Kong. This is the company contact address, not the return address.
Email: support@seame-brand.com
Phone: +447723452672
Customer service: Monday to Saturday, 09:00โ18:00, Central European local time (CET/CEST).