Delivery arrangement
1. Order cut-off time is 12noon every day. Orders received on or before 12noon can arrange the earliest delivery arrangement within 2-3 days. Our customer service will contact customers for delivery arrangements for all new orders.
2. Free delivery service will be offered upon purchase of $250, $50 delivery charge will occur when the order amount is less than $250.
3. For remote areas (include parts of New Territories North, parts of Sai Kung, restricted area and Islands District, exclude Tung Chung), free delivery service will be offered upon purchase of $600. If the order amount is less than $250, $50 basic delivery charge and $150 extra delivery charge will be occurred. If the order amount is less than $600 but over $250, $150 extra delivery charge will be occurred.
3. The 3rd party logistics will be committed to deliver the order to designated delivery address. Parts of remote area may have special delivery arrangement or not available for delivery. For detail, you may inquire before place order (Whatsapp: 55124918).
4. Delivery time may affect by the traffic or route arrangement. Customers cannot request a specific delivery time. Courier will call in advance to confirm the delivery time.
5. Each order will be arranged delivery service for once only. Customers are required to receive the goods at the designated delivery address according to the confirmed delivery schedule. If customers fail to receive the goods at the designated delivery address at the appointed time, the courier will have goods return to warehouse and rearrange delivery of same batch of product(s) for once only. In case, customer fail to sign for the goods at 2nd delivery and request delivery again, extra delivery charge will be incurred to customer. Otherwise, the order will be defined as cancel automatically.
6. Courier will contact customer before arrival. If customer cannot be contacted, courier will deliver the order by designated delivery time and address first.
7. Delivery to door service is only applicable for building with available. In the case of walk-up building or stairs required, driver will ask customer to receive the goods at entrance of the building.
8. Customers need to inform AquaGreen by at least 24 hours in advance if there is any change in delivery time or address. Any request that less than 24 hours advance notice period will not be accepted.
9. Delivery services shall delay when typhoon signal no.8 or above or a black rainstorm warning is hoisted; or such other weather conditions whereby delivery is considered unsafe.
10. Terms and conditions of Delivery Arrangement may revise without prior notice. If any dispute arises, Aqua Green Limited’s determination shall be final.
Refund/exchange policy
All products are not to be returned unless below situation. To avoid any argument, AquaGreen reserve the right of final decision.
1. Product is damaged/defective during transportation; or
2. Product is different with the order; or
3. Product is under non-human damage.
Refund/exchange must not be accepted under below situation:
1. Customer change the mind after placed the order;
2. Product received over 24 hours;
3. Marked as non-refundable/non-returnable item;
4. Fail to contact recipient or fail to deliver twice.
5. Any item not in its original condition, is damaged or missing parts for reasons not due to mishandling from AquaGreen nor logistic service provider
If application meet the refund/exchange policy, refund/exchange will be arranged as below:
1. For any missing / wrong / defective items of your order, you may report the product issues in the system within 24 hours after receipt.
2. A confirmation email / message will be sent to you upon request submission.
3. Further information may be request to be provided (i.e. product details, description of product issue, photos, etc.). HKTV mall or/and AquaGreen reserve the right of final decision.
4. The refund / exchange process could be completed within 2-3 days, and the result will be notified through email or “Notification” in the HKTVmall application.
Remarks:
1. If product return / replacement is required, please retain all packing materials and ensure the product(s) is in good and original conditions.
2. Please note that only one application can be submitted for each order.
