AFTER-SALES SERVICES

售後服務

These terms and conditions are applicable to the purchase at the Phiten Shops of Phiten (HK) Limited (“The Company” or “we”) only. We only provide after-sales services to the products sold at Hong Kong Phiten Shops and authorized sales channels (if any). After-sales services are not applicable to item purchased at overseas stores. To request exchange or repair service, customer has to present the original receipt; otherwise, we reserve the right to deny the request.

REFUND & EXCHANGE

  1. All sold products cannot be refunded. (Products with quality defects confirmed by the company are excluded).
  2. The exchange of fixed price product can be accepted once only and the product must be intact, unused, without traces of impact, without scratches, in its original packaging and undamaged. For hygienic reasons, all Gel & Lotion, Skincare, Socks, Insole, Underwear, Legging, Tight and Bedding items cannot be exchange
  3. Customer has to visit Phiten Shop in person to exchange the product by presenting the original receipt within 14 days after purchase. Customer has to pay the price difference if the product is at a higher price. No refund for the surplus amount if the exchanged product is at a lower price.
  4. Products due to misuse, human factors or ordinary wear and tear will not qualify for an exchange or refund.
  5. All promotional products and gifts cannot be exchanged, redeemed for cash or other products.

REPAIR & WARRANTY SERVICE

The company provides Carry-in Repair Service to product(s) with the Warranty Card or particular product(s) only. Customer must make reservation in advance and visit the following location in person.
(The company has the right to refuse Repair Service to customer without reservation in advance.)

CARRY-IN REPAIR SERVICE

Address: Unit 703, 7/F, Saxon Tower, 7 Cheung Shun Street, Lai Chi Kok, Kowloon (Near Lai Chi Kok MTR Station Exit A)

CARRY-IN REPAIR SERVICE HOUR

Monday-Friday 9:30am-11:30am
2:30pm-5:00pm

Close on Saturday, Sunday & Public Holiday
Enquiry and Reservation Hotline: (852) 2367 3210 (Appointment in advance is required)

INQUIRY ABOUT

Please be aware that not all Phiten products are repairable. Should you have any inquiries, please contact us via hotline (852) 2367 3210 or send email to info@phiten.hk.

TERMS & CONDITIONS

Product(s) under existing Warranty

  • During the Warranty PeriodNote 1, the Company offers free-of-charge Carry-in Repair Service once, including inspection and Replacement of Part(s)Note 2.
  • To request Repair Service, Customer has to present ALL of the following items for verification:
    1. Product(s) which require(s) Repair Service
    2. Original Receipts (issued by Hong Kong Phiten Shops and authorized sales channels)
    3. Warranty Card (if any)
    4. If the product(s) without warranty card, please contact us via hotline (852)2367 3210 for your inquiries

    The Company reserves the right to refuse the repair request if any of the related document(s) cannot be presented.
    Administrative Fee and Deposit of Repair Charge can be waived when the Company has verified that the product(s) is/are under existing Warranty and the free-of-charge Carry-in Repair Service has not been used before.

  • The Carry-in Repair Service usually takes eight to ten weeks, but subjects to the actual situation. The workflow is as below:
    1. Upon completing the preliminary assessment on the eligibility of Repair Service, the product(s) will be sent to the repair department in Japan via air parcel;
    2. The product(s) will be evaluated by the repair department in Japan and the repair will be commenced if no problem;
    3. The repaired product(s) will be sent back to Hong Kong via air parcel and the Company will contact the customer to arrange collection. Customer has to collect the repaired product(s) at the Carry-in Repair Service Location in person with the original repair receipt.
    4. The repair receipt should be kept as proof for the collection of the product(s). If no original repair receipt is provided, Customer has to fill in personal information and present the Identification Documents for record. (The Company shall have the right to refuse the collection of the product(s) if Customer cannot provide the original repair receipt.)
    5. Customer shall collect their product(s) within 90 calendar days after receipt of the pick-up notification. If the product(s) is/are not collected within 90 calendar days, the Company shall have the right to dispose the product(s) at its own discretion without any prior notice or compensation.
  • !Repair & Warranty Service are not eligible in such cases and the Company reserves the right to refuse Repair Service or Administrative Fee and Repair Charge shall be charged:
    1. Damage caused by accident, abuse, misuse, liquid contact, fire, earthquake or other external cause etc.;
    2. Appearance change including but not limited to stains, fading, scratches, dents;
    3. Natural deterioration with age, damage/scratches caused by misuses/destruction/negligence or not following the care instruction.

Out-of-warranty Product(s)

  • If Customer requests Repair Service or Replacement of Part(s) for product(s) which is/are out-of-warranty, the Company shall provide the greatest assistance but will charge fee. The details are as below:
  • Customer has to present ALL of the following items for verification:
    1. Product(s) which require(s) Repair Service
    2. Original Receipts (issued by Hong Kong Phiten Shops and authorized sales channels) OR
    3. Documents relating to the purchasing record (e.g. Warranty Card)

    The Company reserves the right to refuse the repair request if any of the related document(s) cannot be presented.
    Since the product(s) is /are out-of-warranty, Customer shall pay the Administration Fee HK$100 (non-refundable under any circumstances) and Deposit of Repair Charge HK$200, i.e. HK$300 in total. The amount of the Deposit of Repair Charge will be deducted from the Repair Charge payable by the Customer.
    The Customer will be required to pay the balance of the Repair Charge by bank transfer to the designated account before appointed date. The amount of actual Repair Charge subjects to the actual situation.

  • The Carry-in Repair Service usually takes eight to ten weeks, but subjects to the actual situation. The workflow is as below:
    1. Upon completing the preliminary assessment on the eligibility of Repair Service, the product(s) will be sent to the repair department in Japan via air parcel;
    2. After the assessing and quoting by the repair department in Japan, the Company shall notify the Customer of the amounts of actual Repair Charge and seek the Customer’s consent of the proposed repair by phone or email (if any);
    3. If Customer agrees to pay the Repair Charge, the repair shall be commenced when the outstanding amount with Deposit of Repair Charge deducted is settled within 14 calendar days by bank transfer to the designated account and the payment receipt is sent to the designated email;
    4. The repaired product(s) will be sent back to Hong Kong via air parcel and the Company will contact the customer to arrange collection. Customer has to collect the repaired product(s) at the Carry-in Repair Service Location in person with the original repair receipt;
    5. If the Company could not receive the proof of payment has been made on or before the due date, the repair will be deemed cancelled. The product(s) will be sent back to Hong Kong from Japan.
  • The repair receipt should be kept as proof for the collection of the product(s). The Company will not responsible for the product(s) being taken by others due to the loss of the receipt. If no original repair receipt is provided, Customer has to fill in personal information and present the Identification Documents for record. (The Company shall have the right to refuse the collection of the product(s) if Customer cannot provide the original repair receipt.)
  • If Customer choose not to repair after the quotation is made, the Company will contact the repair department in Japan to cancel the Repair Service and the product(s) will be sent back to Hong Kong. Upon receipt of the product(s), the Company will contact the customer to arrange collection and refund of the Deposit of Repair Charge HK$200. However, the Administration Fee is non-refundable under any circumstances.
  • Regardless of the repair status (repair or non-repair), Customer shall collect their product(s) within 90 calendar days after receipt of the pick-up notification. In the case of loss of repair receipt and product(s) being taken by others, the Company shall not be held responsible. If the product(s) is/are not collected within 90 calendar days, the Company shall have the right to dispose the product(s) at its own discretion without any prior notice or compensation. Both Administration Fee and Deposit of Repair Charge paid will not be refunded.
  • !Repair & Warranty Service are not eligible in such cases and the Company reserves the right to refuse Repair Service or Administrative Fee and Repair Charge shall be charged:
    1. Damage caused by accident, abuse, misuse, liquid contact, fire, earthquake or other external cause etc.;
    2. Appearance change including but not limited to stains, fading, scratches, dents;
    3. Natural deterioration with age, damage/scratches caused by misuses/destruction/negligence or not following the care instruction.

In case of any discrepancy between the English and Traditional Chinese versions, the English version shall prevail. The Company reserves the right to amend the above terms and conditions without prior notice and have the final decision in case of any dispute.

Note 1: Warranty Period means the product(s) with warranty card and 1 year from the date of product purchased.

Note 2: If the product (s) or part(s) is stopped selling or halt in production, Repair Service cannot be provided.

Effective Date: 1st September, 2017