Refund & Return Policy

1. Purpose & Scope

ALOT Living Limited is committed to delivering exceptional Japanese craftsmanship to your home. This policy outlines our procedures for returns, refunds, and quality disputes across all delivery methods.

2. Receiving & Inspection Protocols

2.1 In-Store Collection

Condition Verification: Your signature on the pick-up note constitutes acceptance of the product's condition.

Final Sale: No returns or exchanges are permitted post-signature.

Inspection Requirement: Customers must examine items prior to departure. Note: Restoration to original packaging may not be feasible after unboxing.

2.2 Company-Managed Delivery

Acceptance Protocol: Signing the delivery note confirms satisfactory receipt.

Deferred Inspection: Should you opt not to inspect upon delivery, subsequent damage claims cannot be honored.

Damage Reporting: Any defects must be:
(a) Documented with the delivery team before their departure
(b) Noted on the delivery note
(c) Reported via email to csalotliving@gmail.com within 24 hours with:
• Order number
• Visual evidence (photos/video)
• Production code from packaging

2.3 Third-Party Logistics (e.g. SF Express/DHL/GoGoVan)

Limited Liability: We cannot assume responsibility for transit-related damages with third-party carriers.

Pre-Shipment Verification: Customers may request condition documentation prior to carrier handoff.

Risk Transfer: Ownership and liability transfer to the customer upon carrier acceptance.

3. Quality Assurance Process

3.1 Claim Submission

To initiate a quality claim, customers must within 1 business day:

Submit a written report to csalotliving@gmail.com

Provide:
Order confirmation
Clear evidence of defect/damage
Intact production codes
Retain all original packaging

3.2 Resolution Timeline

Assessment: Our quality team will collaborate with Japanese artisans to evaluate claims within 3-5 business days.

Remedies: Approved cases may qualify for:
• Repair (priority solution)
• Replacement (subject to availability)
• Store credit (issued within 14-30 business days post-inspection)

3.3 Return Logistics

Location: Returns accepted at our showrooms during operating hours.

Requirements:
Original proof of purchase
Unaltered product condition
Complete packaging

Cost Allocation: Customers bear return transportation costs except for company errors.

4. Non-Qualifying Circumstances

The following are ineligible for return:
• Bespoke/custom-configured items
• Clearance/Final Sale merchandise
• Defects reported beyond the 24-hour window
• Damage from improper handling post-delivery

5. Financial Reconciliation

Method: Approved refunds issued via company cheque.
Documentation: Recipients must execute a Refund Agreement upon payment collection.
Timing: Processing requires 14-30 business days following quality verification.

6. Customer Support

For policy inquiries or claims assistance:
Service Hours: 1100-2000
✉️ info@alot.com.hk
📞 +852 3956 3240
🏢 1/F & Room AB 5/F, Po Shau Centre, 115 How Ming Street, Kwun Tong