【Here are some things to keep in mind when shopping in a physical store】
What payment methods are accepted when shopping in-store?
In our physical stores, you can pay with cash, credit/debit cards. For specific payment methods available at each location, please see individual store announcements or ask a sales representative.
Are the in-store events the same as the online events?
The in-store and online events are planned separately. For more information about the events, please feel free to reach out to the online customer service team through the chatbox in the bottom right corner of our official website or via ROBINMAY's Facebook page.
Can I accumulate my purchase on my Robinmay member account when shopping in-store?
Yes, you can earn member spending amounts at the store. To do this, please provide your "member phone number" to the cashier before you check out. The cashier will then add your spending amount to your account. You can then view your spending order record in your member account on the website.
Please note:
If you haven't added and verified your mobile number on your Robinmay account, please inform the in-store staff to accumulate your spending via email. To expedite in-store member login using your mobile number, it's essential to first complete the mobile number verification process on the official website.
【Customer Service for Physical Stores】
Is there a cooling-off period for in-store purchases?
Items purchased in-stores do not offer a cooling-off period for purchases. Once an item is sold, it cannot be returned.
Can I return or exchange products that I bought in-store?
Products purchased in-store do not offer a return service. Only exchange requests within 7 days of purchase are accepted, and they must meet the following requirements:
Products purchased in-store do not offer a return service. Only exchange requests within 7 days of purchase are accepted, and they must meet the following requirements:
- To exchange, please go to the store where you originally purchased the item.
- Exchange requests are only accepted within seven days of purchase, and only one-time exchange is allowed. (Please keep your original purchase receipt and purchase certificate card. If you do not have a receipt, we will not be able to provide service.)
- Items can be exchanged in “like new” condition, including all original packing materials, seals, labels or tags, shipping documents, dust cover, giveaway and invoices etc.
- Only in-stock items are eligible for exchanges, and we do not offer exchanges for pre-ordered goods.
- If you purchase a pre-ordered item in-store, please be aware that exchanges cannot be processed while waiting for the pre-ordered item to arrive.
- We can facilitate exchanges for items of the same model or price range. If you wish to exchange for a higher-priced item, you will be required to pay the price difference. Please note that we are unable to provide refunds for exchanges to lower-priced items.
- Exchanges are not accepted in the following situations: pre-ordered items, items with bundled rewards upon reaching a spending threshold, add-on items, clearance items, and special promotional.
Please note:
ROBINMAY reserves the right to modify, adjust, or suspend membership terms and conditions. Any matters not addressed here will follow ROBINMAY's regulations and explanations, with supplementary notices announced as needed.
What to do if you find a missing item when purchasing a product in-store?
Please carefully inspect the product and confirm the quantity before checking out. If you find a missing item after checking out, we will not be able to provide a replacement.
Please note:
ROBINMAY reserves the right to modify, adjust, or suspend membership terms and conditions. Any matters not addressed here will follow ROBINMAY's regulations and explanations, with supplementary notices announced as needed.
Can I request a repair service for the product purchased from the store?
In order to protect your rights and provide the most complete service, ROBINMAY offers paid after-sales repair service for products within 180 days of purchase. Please refer to the link for repair scope and requirements.
Please note:
The purchase certificate card serves as the primary basis for providing repair services. If it is lost or not presented, we will be unable to offer after-sales repair service. Please ensure that you keep the purchase certificate card at all times.
