Items that are Not Returnable
ECrater does not accept returns of the following items:
Hazardous items that are gas-powered or contain flammable liquids. (These items will say "This item cannot be returned" on their product detail page.)
Computer laptops and desktops more than 30 days after delivery.
Any product missing the serial number or UPC.
Downloadable software products.
Grocery products and Gourmet gift baskets.
Pay As You Go (or prepaid) phone cards.
Items purchased from sellers other than ECrater.
Partial Refunds will be issued for the following items:
Most items that are returned more than 30 days after delivery.
Any item that has obvious signs of use.
Any opened laptop or desktop computer. A 15% restocking fee will apply.
Any CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened/taken out of its plastic wrap. (If you discover that the item is defective after the package is opened, a full refund or replacement will still be granted.)
Any item not returned in the condition it was received.
To find out more about how refunds are calculated, visit our Refunds page.
Orders Returned After 30 Days
Orders that were delivered more than 30 days ago will not appear in the list of orders eligible for return in our online Returns Center. Such an order will receive only a partial refund if you do choose to return it. If you still wish to return it, follow our instructions on the Packing & Sending Your Return page (be sure to include the packing slip in the box), and ship the order to:
RETURNS CENTER - ECRATER
Clear Water Bay,
If you received a faulty item and need to exchange it for the same item, visit our Returns Center to request a replacement. If you would like to exchange an item for a different one, please return the original item through our online Returns Center (you will be refunded your original purchase price once we receive the item) and place another order for the item you wish to purchase. You do not have to wait for us to receive the original item before placing the new order.
Please note that it takes us 3 to 5 business days to process returns once they arrive at our Returns Center. You can view completed returns and refunds by visiting Your Account and accessing the relevant order summary.
Items Purchased from Other Sellers
As the ECrater Web site offers items for sale both by ECrater and by registered third-party sellers, it is important in the returns process to know from whom the item was purchased.
Visit Your Account and view the order. Click on the order number and the seller is listed at the top of your order information.
If the item to be returned was not sold by ECrater, you will need to contact the seller directly or follow the specific ECrater Merchant s return instructions found in the order summary of Your Account.
For more about third-party seller return policies and additional instructions, visit the following pages:
ECrater Merchants Returns (for items sold by companies such as Macy's or Eddie Bauer)
ECrater Marketplace Returns (for new, used, or collectible items sold by individual sellers through ECrater Marketplace)
Auctions Returns (for new, used, or collectible items sold by individual sellers through ECrater Auctions)
ECrater subsidiaries operating on third-party platforms, such as Warehouse Deals, may have different policies. Merchant policies are accessible before ordering, wherever product details are made available.
Items purchased from ECrater cannot be returned to a physical store (such as Borders, Target, or Office Depot stores). Items purchased from ECrater Merchants such as Eddie Bauer or Macy's are subject to the individual merchant's return policy; please click the related link in the order summary in Your Account for more information.
Using our Return Mailing Label
The return mailing labels obtained from our online Returns Center are valid only for returns shipped within HK.
Each return mailing label is coded for a specific shipment. Please do not include items from other orders, or other shipments from the same order, in the same box, or you will not receive the correct refund. Each shipment must be returned using a separate mailing label.
If you use this mailing label and the return is a result of our error (you received an incorrect or defective item, etc.), we'll pay the return shipping costs.
If you use this mailing label and your return is not the result of our error, the shipping cost of that returned item will be deducted from your refund. The amount deducted will be equivalent to our standard shipping cost for that item.