Refund policy

We have a 7-day return policy, which means you have seven days after receiving your item to request a return.

Your item must be in the same condition that you received it, unused and in its original packaging, to be eligible for a return. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at orders@provenance.com.hk. If your return is accepted, we’ll send a return shipping label and instructions on how and where to send back your package. We will not accept a return if the items are sent back to us without a return request.

You can always contact us for any return questions at orders@provenance.com.hk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong product so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain items cannot be returned, like perishable goods such as chilled products. Kindly get in touch with us if you have questions or concerns about your specific purchase.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, we will automatically refund you on your original payment method. Please remember that it can take some time for your bank or credit card company to process and post the refund.