Return Policy
1. For products purchased at Mark Gonzales Hong Kong Official Website, you can apply for a return within 7 days of receiving the parcel (based on the date of receipt on the logistics document).
1.1 Apparel, headwear, bag, and accessory products are eligible for return.
1.2 Non-returnable products include but are not limited to socks.1.3 Due to the operation restriction of Octopus, orders paid by Octopus do not accept refund and can only exchange products.
2. Return applications for the product(s) must be addressed online. Late applications and applications with incomplete information will not be considered.
3. Any products purchased from any online shopping platform authorized by The Nature APAC Limited shall follow the terms and conditions/policy of goods return and exchange of that platform.
4. Only one return request can be made per order.
4. Only one return request can be made per order.
5. Once your order is placed, it cannot be canceled or modified.
6. 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.
7. Product(s) must be returned within the stated period. The return authorization will be invalid after the expiry date.
8. If your order cannot fulfill the original order requirements of any discount, free shipping, promotion, or gift after processing the return, the relevant offer will be invalid. The relevant discount amount will be deducted from your refund amount.
9. If your order cannot fulfill the original order requirements of any promotion event and the refund amount is not sufficient to deduct the discount amount, you will be required to return all the discounted products of the purchase. Partial returns will not be accepted.
10. Product sets or bundles must be returned together.
9. If your order cannot fulfill the original order requirements of any promotion event and the refund amount is not sufficient to deduct the discount amount, you will be required to return all the discounted products of the purchase. Partial returns will not be accepted.
10. Product sets or bundles must be returned together.
11. If the coupon code has already been used, it cannot be used again. The relevant amount will be deducted from your refund amount.
12. Free gifts are non-refundable, and cannot be redeemed for cash, sold or exchanged for any other products..
13. If there is any gift or coupon in the order and you cannot fulfill the original order requirements of receiving the gift(s) after making a return, 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 refund amount.
14. If the product does not comply with our return policy and conditions, we will not approve the return application.
14. If the product does not comply with our return policy and conditions, we will not approve the return application.
15. Any non-qualified and non-conforming returns will be rejected. You will be billed for the return shipping cost if you want the good(s) sent back to you. Otherwise, the good(s) will be disposed of.
16. Return and exchange might not be available during promotion period, for details please refer to Promotion Terms & Conditions..
16. Return and exchange might not be available during promotion period, for details please refer to Promotion Terms & Conditions..
17. In the case of abuse or excessive use of return and exchange services, The Nature APAC Limited reserves the right to suspend or cancel the membership of customers who make frequent returns.
18. The Nature APAC Limited reserves the right to amend the above Terms and Conditions without prior notice.
19. In case of any dispute, The Nature APAC Limited reserves the right of final decision.
Return Application
1. You may process your return at Mark Gonzales Hong Kong Official Website by the following steps:
1.1 Login to your account.1.2 View the order that you want to return.1.3 Scroll down and look for the button Apply Return Order.
1.4 Click Confirm Return Order after completing the required fields.1.5 All returns are subject to validation and approval by our customer service center. Once we accept your return request, you will receive a confirmation email and further instructions on how to return your product(s).
2. Once we receive the returned product(s) and determine that they satisfy our return policy and conditions, we will issue a refund to your original payment method.
- Send the product(s) along with the original invoice to our local warehouse within 7 days (you will be responsible for the cost of return postage, please send by a trackable delivery service provider).
- Return the product(s) to our offline store within 7 days.
Quality Issue
1. For defective product(s) purchased at Mark Gonzales Hong Kong Official Website, you can request an 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 Mark Gonzales Hong Kong Official Website by the following steps:
3. Return or exchange applications for the product(s) with quality issues must be addressed online. Late applications and applications with incomplete information will not be considered.2.1 Login to your account.2.2 View the order that you want to 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 inspect the product and check if the product meets the requirements of return conditions, and arrange an exchange.
4. Product(s) purchased from any online shopping platform authorized by The Nature APAC Limited shall follow the terms and conditions/policy of goods return and exchange of that platform.
5. We will bear the shipping cost if you need to return or exchange product(s) due to quality issues.
6. Returned product(s) must be completely intact, unused, unwashed, and with the original label, packaging, and price tag.
7. If we do not have stock for the product replacement, we will issue a refund to your original payment method. Normally your account will be refunded within 30 working days (The actual receipt date is subject to the processing period of the relevant bank, card issuer, or electronic payment agency). If the original payment method cannot be refunded successfully, it will be arranged by cheque.
8. Damaged product(s) due to improper use, improper maintenance, fabric abrasion, or improper wash cannot be returned or exchanged.
8. Damaged product(s) due to improper use, improper maintenance, fabric abrasion, or improper wash cannot be returned or exchanged.
9. If the product does not comply with our return policy and conditions, we will not approve the return application.
10. If we find that the defect is not a manufacturing defect, but is 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. Defective product(s) must be returned within the stated period. The exchange authorization will be invalid after the expiry date.
12. Shipping fees or gift wrap is non-refundable.
13. The relevant coupon code cannot be used again.
10. If we find that the defect is not a manufacturing defect, but is 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. Defective product(s) must be returned within the stated period. The exchange authorization will be invalid after the expiry date.
12. Shipping fees or gift wrap is non-refundable.
13. The relevant coupon code cannot be used again.
14. The refund amount is subject to the actual payment amount.
15. If there is any gift or coupon in the order and you cannot fulfill the original order requirements of receiving the gift 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. Any non-qualified and non-conforming returns will be rejected. You will be billed for the return shipping cost if you want the good(s) sent back to you. Otherwise, the good(s) will be disposed of.
16. Any non-qualified and non-conforming returns will be rejected. You will be billed for the return shipping cost if you want the good(s) sent back to you. Otherwise, the good(s) will be disposed of.
17. The Nature APAC Limited reserves the right to amend the above Terms and Conditions without prior notice.
18. In case of any dispute, The Nature APAC Limited reserves the right of final decision.
Frequently Asked Questions (FAQ)