Welcome to www.turtlewaxhk.com . This section of our Website sets out our General Terms and Conditions of Sale (“Terms”) including our full delivery and returns process.
These Terms apply to all sales of products made to you, the customer, via makeupforeverhk.shop (“the Website”). Please read these Terms carefully before submitting your order to us. These Terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
By placing an order with us you confirm that you agree to these Terms. If you do not agree to the Terms, please do not place any orders through the Website.
We reserve the right to make changes to these Terms at any time and the new version of the Terms will apply to any offer or order placed on the Website after the new version has been posted. We therefore advise you to make sure you are happy with the Terms each time you place an order.
Our Website is solely for the promotion of our products in Hong Kong. Unfortunately, we do not accept orders from nor deliver to addresses outside Hong Kong.
1. Information about us and how to contact us
We are Turtle Wax HK c/o Henry Chemical Co Ltd a company registered in Hong Kong. Our company registration number is 09202429 and our registered office is at 2001, Nanyang Plaza, 57 Hung To Rd, Kwun Tong, HK. You can contact us through our Customer Service Hotline which is available to you as follows:
Service hours: 9am– 6pm, Monday to Friday, excluding Public Holidays
Email address: firstname.lastname@example.org
2. Our products
The images of the products on our website are for illustrative purposes only and although every effort is made to display colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your products may vary slightly from those images.
3. Our contract with you
Our acceptance of your order will take place when we send you an order confirmation email. At this point, a contract for the sale and purchase of the ordered products will come into existence between you and us.
If we are unable to accept your order we will inform you of this by email and will not charge you for the products. This might be because:-
· the product is out of stock
· we have identified an error in the price or description of the product
· you have exceeded our Maximum Purchase Policy set out below
· your billing name and address do not match with the credit card used for payment
· we need to deal with technical problems with the product or make minor technical changes;
· we need to update the product to reflect changes in relevant laws and regulatory requirements.
Please note that we are unable to process orders to a P.O. Box address.
When we have accepted your order, you will see a confirmation page that gives you your unique reference number and the total sum deducted from your credit card account. You can print this page for your reference, or alternatively wait until you receive this information in our acceptance email titled "Thank you for placing your order". The email will show all details of items purchased, delivery addresses and packaging options, which you can keep for your records.
If you have any questions about an order, please contact Customer Service using the contact details in condition 1. It will help us if you can tell us the order number whenever you contact us about your order.
3.2. Price and Payment
The price of the products is displayed throughout your online journey.
We take all reasonable care to ensure that the price of the products advised to you is correct but in the unlikely event that the products are incorrectly priced, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any products provided to you.
You can pay for products using the following payment options:
CREDIT CARDS and OTHERS PAYMENT ACCEPTED:
· Apple Pay
· Google Pay
· Alipay HK
· ATM/ Bank Transfer
For your security and to avoid any fraudulent transactions, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.
4.1. Standard Delivery
We apologise in advance for any inconvenience this may cause to our customers.
If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. After which we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
All orders require a signature upon SF Express delivery. If you are not there to receive your order, SF Express will leave contact information for you to make alternative arrangements. Please contact SF Express should you need to enquire about your package delivery. To ensure secure and undamaged delivery of your order, SF Express will not be able to leave your order 'hidden' at the delivery address unless this is specifically requested by you to SF Express.
If, after a failed delivery to you, you do not re-arrange delivery or collect the products from the delivery depot then either we or SF Express will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and you may be liable to pay us compensation.
We are sorry but we only deliver to Hong Kong addresses.
Customer is allowed to self-pick up the purchased item(s) at our office 3 days after the confirmation email has been issued. Customer must present the confirmation email to redeem purchased item(s), printed or electric version is also acceptable. And, the confirmation email can be used once only and is invalid if found expired, defaced or damaged.
4.2. Delivery Addresses
Unless you tell us otherwise during the ordering process, we will deliver your purchased products to the delivery address you have provided in your account information.
We will take all reasonable care to deliver to the address given. However, we will not be liable for non-delivery or mis-delivery as a result of incorrect data entered by you.
4.3. Ownership and Responsibility
You will be responsible for the products once they have been delivered to the address you have provided.
You own the products once we have received payment in full.
5. Your rights to end the contract
You may be entitled to end your contract with us and return the products, but your right to end the contract will depend on the products you have purchased, whether there is anything wrong with the products we have supplied, how we are performing and when you decide to end the contract.
If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get some or all of your money back), see condition 5.1.
If you want to end the contract because of something we have done or have told you we are going to do, see condition 5.1.
5.1. Ending the contract because of something we have done or are going to do
If you are ending a contract for a reason set out below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
● we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
● there is a risk that supply of the products may be significantly delayed because of events outside our control;
● we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons; or
● you have a legal right to end the contract because of something we have done wrong.
5.2. If there is a problem with the product
Please notify us immediately after delivery of any damage or fault or incorrectly supplied products or if the items listed on the dispatch note do not match those contained in your delivery by calling our Customer Service (9am– 6pm, Monday to Friday, excluding Public Holidays) or by emailing us at email@example.com with your order details. To ensure prompt resolution, please provide the order number and keep the box, packing materials, all complimentary items and the damaged items for inspection by the carrier.
We are obliged to provide you with products that are in conformity with this contract.
6. How to make a return
If you are entitled to return products under condition 5, and email at firstname.lastname@example.org.
We may reduce your refund of the price to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such products to be returned to you within 28 days of our notification.
a) Returning Products
Products and all complimentary items must be returned to us promptly. Please ensure that the returned parcel is properly sealed and provide the respective delivery tracking code to us in order to provide proof to us that you have returned the products in the unlikely event that we do not receive the returned parcel.
b) Processing the Refund
If you have returned products because they are damaged, faulty or incorrect, we will process your refund as soon as possible and in any event within fourteen (14) days after the day we receive your returned products and confirm you are entitled to a refund.
Refunds will only be made against the original payment method used for the purchase. You will receive email notification.
7. Our liability to you
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products and for defective products under the relevant local laws.
We only supply the products to you for private use and not for commercial, business or resale purposes. We therefore will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
8. Personal Data
We will use the personal information you provide to us:
(a) to supply the products to you;
(b) to process your payment for the products; and
(c) if you agreed to this during the order process, to inform you about similar products that we provide, but you may stop receiving this at any time by contacting us.
We will only give your personal information to third parties where the law either requires or allows us to do so.
Please see our Privacy and Cookies Policy to understand how we will use personal information submitted by you when creating an account, purchasing products and when you are otherwise using the Website.
9. Other Important Terms
We may transfer our rights and obligations under these Terms to another person or organisation. We will tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
You may only transfer your rights or your obligations under these Terms to another person if we agree to this in writing. We will not unreasonably withhold or delay our consent.
This contract is between you and us. No other person shall have any rights to enforce any of its Terms.
Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
These Terms are governed by Hong Kong laws and you can bring legal proceedings in respect of the products in the courts of Hong Kong.