Refund policy

Prince Official Online Shop Returns and Exchanges Policy

Thank you for shopping with Prince. Please read this policy and contact us to confirm the arrangements before returning or exchanging any item.

1. General Requirements

  1. Request Deadline
    All return or exchange requests must be submitted within 7 days of receiving or collecting your order, whether delivered by courier, collected from a pickup point, or collected from our showroom.

  2. Item Condition
    Items must be new, unused and unwashed, with all original packaging, labels, tags, accessories and components intact. Hang tags must remain attached.

  3. Excluded Items
    The following items are generally not eligible for returns or exchanges for personal reasons:

    • Altered or customised items;

    • Discounted items with defects clearly disclosed before purchase;

    • Items specially ordered from overseas;

    • Shopping bags and complimentary gifts.

    If an item is defective or you received an incorrect item, please contact our customer service team.

  4. Approval Required
    All requests are subject to review and approval. Please do not return any item without our prior confirmation.

2. Returns and Refunds

  1. Eligibility
    Returns are generally accepted only for items with confirmed quality defects. Returns for personal reasons, such as preference, colour or size, are not accepted. Eligible items may be exchanged under Section 3.

  2. Return Procedure
    Submit a return request first. Once approved, send the item to our designated return address within 7 days of approval.

  3. Return Shipping Costs
    We will cover the relevant return shipping costs for confirmed quality defects. Please contact customer service to confirm the shipping method and cost arrangements before sending the item.

  4. Refund Method and Amount

    • Refunds will be issued through the original payment method after the returned item has been received and inspected.

    • The refund amount will be based on the actual amount paid for the returned item. Applied discounts and promotional offers cannot be redeemed separately for cash.

    • Used coupons will not be reissued.

    • If the return affects your eligibility for a complimentary gift, the gift must also be returned.

    • The time taken for the refund to appear in your account depends on your bank or payment provider.

3. Exchanges

  1. Exchange Eligibility
    Exchanges are available only for a different colour or size of the same product code, subject to stock availability. If the requested item is unavailable, customer service will discuss other available arrangements with you.

  2. Exchange Procedure
    Submit an exchange request first. Once approved, send the item to our designated return address within 7 days of approval.

  3. Shipping Costs

    • Exchanges for personal reasons, such as an unsuitable size or colour: you are responsible for shipping the original item back to us. We will cover the shipping cost of sending the replacement item for the first exchange.

    • Exchanges for confirmed quality defects: we will cover shipping costs in both directions.

4. How to Request a Return or Exchange

Step 1: Submit Your Request

Within 7 days of receiving or collecting your order, log in to your website account and submit a request under “My Orders”, or email cs@princetennis-hk.com with:

  • Your order number;

  • The product name and product code;

  • The reason for the return or exchange;

  • Your preferred colour and size, if requesting an exchange;

  • Clear photos or videos, if reporting a quality defect.

Step 2: Wait for Confirmation

We will reply by email within 2 working days with the review result and next steps.

Step 3: Send the Item Back

Once approved, send the item back within 7 days of approval. Pack it securely and include a note with your order number, name and contact number.

Send it to the address below, or another address specified by customer service:

Recipient: Prince
Contact Number: +852 6941 6453
Address: Room 801, Trend Centre, 682 Castle Peak Road, Cheung Sha Wan, Kowloon, Hong Kong

Please retain the courier tracking number and proof of shipment.

Step 4: Processing

After receiving and inspecting the item, we will arrange to dispatch the replacement or initiate the refund within 3 working days, provided the item meets the requirements of this policy.

If the replacement item requires a stock transfer, customer service will advise you of the estimated dispatch date. These processing times exclude shipping time and refund processing by banks or payment providers.

5. Important Notes

  • If you suspect a quality defect, stop using the item and provide clear photos or videos so our customer service team can assist.

  • Pack returned items securely and retain all original packaging, labels, tags and accessories.

  • Processing times may be affected by shipping arrangements, stock availability and public holidays. We will keep you informed of any changes where necessary.

Contact Us

Email: cs@princetennis-hk.com
Phone / WhatsApp: +852 6941 6453

Thank you for your understanding and support. We hope you enjoy shopping with Prince!