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Welcome to www.petmacy.com.hk ("Petmacy" / "Our website"). In order to allow you to use certain services and information on this website with peace of mind, hereby explain to you the shopping terms and conditions of this website to protect your rights, please read the following carefully:


1. General


1.1. In these terms and conditions and the Special Conditions (as defined below) (collectively referred to as the Terms and Conditions), "Petmacy" or we or us” means Petmacy, a division of T&Y Biologics Investment Limited and the "customer" or you means any person, firm, company or body which places an order with us. Please read these terms and conditions carefully before using the website (collectively our e-store). By using the site or any part of it, you agree that you have read these terms and conditions and that you accept and agree to be bound by them.

1.2. We shall make every effort to ensure that prices, details, and sizes of products at our e-store are up-to-date. Prices are subject to change without prior notice and all orders are subject to our acceptance at our sole discretion and stock availability.

1.3 . All photos and images of the products displayed on our eStore are for illustration purposes in order to help you recognise the products only. The actual size, dimension, and color of the products may differ.

1.4. We shall make every effort to ensure the product(s) displayed at our e-store are in stock. If from time to time any products become out of stock, we reserve the right to offer alternative product(s) of similar value and style.

1.5. All orders are subject to confirmation of final availability and we reserve the right to reject the order in the event that any of the products or services requested are unavailable.


2. Registration


2.1. You are required to first register as a Petmacy Member. During the registration:

• You must provide us with accurate, complete, and up to date registration information;

• You must safeguard your username and password;

• You authorise us to assume that any person using the e-store with your username and password is either you or is authorized to act for you;

• We have the absolute discretion to refuse the registration of a potential customer and to terminate the registration of any customer for any reason whatsoever.

2.2. Please inform us immediately of any changes to the information that you provided via our Customer Service Department or by logging into your Petmacy account profile so that we can communicate with you effectively.

2.3. In the event that your account is not used for a specified period (currently, 3 years), we will, for your own and our protection, deem your account to be no longer in use, and we may deactivate your account and all your accumulated points and/or e-vouchers will be forfeited (where applicable). You will need to reapply for a new account if you wish to make a further purchase at our e-store.


3. Privacy protection

We are committed to safeguarding the privacy of individuals with respect to personal data. We therefore make sure that our policies and practices in relation to the collection, use, retention, transfer, and access of personal data comply with the requirements of the Personal Data (Privacy) Ordinance (Chapter 486) under the laws of Hong Kong. Please refer to our Privacy Policy Statement.

4. Payment


4.1. Our e-store accepts payment by designated credit cards, debit cards, or other designated electronic means as specified by us. All product prices listed are in Hong Kong dollars. The prices listed in our e-store may differ from the prices of the same products in our physical shops or other online venues. The applicable price of a product shall be the price listed in our e-store or physical store as at the date of purchase.

4.2. Acceptance of orders is subject to our sole discretion. A final receipt will be issued to you when goods are delivered to your address, your virtual assets address, or goods are collected at our physical store (as the case may be).

4.3. To provide secure online transactions, we employ Internet's Transport Layer Security (TLS) technology. It encrypts your personal information, including credit card number, name, and address, so that it would not be read as the information travels over the Internet. To check TLS Certificate information, you can right-click the mouse and choose "Properties" & "Certificates".


5. Others


5.1. Basis of supply: we only serve and deliver products to end consumers. We are not selling our products for purposes of resale.  If we have grounds to believe that you are not purchasing our products as an end-user, we reserve the right to decline or cancel your order.

5.2. Force majeure: We shall not be liable for any delay or failure to perform caused by or resulting from acts of God, fire, flood, accident, riot, war, government intervention, embargoes, strikes, labour difficulties, equipment failures, or any other causes beyond our control.

5.3. You shall not assign, transfer, or otherwise any of your rights and obligations under these Terms and Conditions to any other third party without our prior written consent.

5.4. If any provision of these Terms and Conditions shall be construed to be illegal or invalid, they shall be removed from these terms and it shall not affect the legality, validity, and enforceability of the other provisions of these Terms and Conditions.

5.5. These Terms and Conditions embody the entire agreement between the parties and they supersede all previous negotiations, representations, and agreement between the parties.

5.6. We have the right, at any time, or from time to time, by giving prior notice to you, to modify or vary or supplement all or any of the provisions under these Terms and Conditions.

5.7. If any dispute arises, our determination shall be final. Where these Terms and Conditions are available in Chinese, the English version is the governing version and shall prevail whenever there is a discrepancy between the two versions.

5.8. These Terms and Conditions shall be governed by the laws of the Hong Kong Special Administrative Region, the People's Republic of China, and the customer and Watsons to submit to the exclusive jurisdiction of the Hong Kong courts. We may revise the Terms and Conditions at any time without prior notice. 

Delivery, exchange, and refund Policy at Petmacy e-store 


6. Delivery service for purchases at our e-store


6.1. Free Delivery threshold to $300 or above, the delivery fee be charged by third-party logistics companies if the order fails to fulfill free delivery threshold. 

6.2. After your order has been accepted, we will deliver our order by third-party logistics companies or other means as the specific product requires.

6.3. In case where the deliveries are delayed due to hoisting of typhoon signal no. 8 or above or black rainstorm signal, we will try our best to arrange the products to be delivered on the next business day.

6.4. Normally, you can receive the orders within 5 working days when your order is accepted, payment is confirmed and you received our confirmation email. However, delivery service in Sunday and Public Holiday will be suspended and postponed to the next working day. Delivery time may be affected by seasonal holidays (i.e. Christmas, Chinese New Year, and Easter)or in the situation of overwhelming orders.Delivery will be delayed if a typhoon signal No.8 is raised or a black rainstorm warning is in effect.

• We will dispatch the deliveries as scheduled to the best of our ability.

• Next Day Delivery may be affected due to seasonal factors (e.g. special promotional events) and festive periods (e.g. Christmas or Chinese New Year) as we may need to cope with the high volume of orders. 

6.5. If you fail to receive your purchased products upon the first delivery appointment or you give us inaccurate information on your address, we reserve the right to (i) charge you an additional delivery fee for subsequent delivery(es); or (ii) arrange your ordered goods to be collected by you in one of our stores.

6.6. All expected delivery dates and time are estimates only. We shall not be liable for any loss or damage incurred or suffered by the customer as a result of any late delivery.

6.7. In case of any dispute, our determination shall be final.


7. Exchange and refund


7.1. We provide you with “14 days product quality guarantee” for products purchased which are damaged, spoiled, or not in good condition. For purchases at our e-store, you can contact our customer service department and provide photos of the relevant goods to make arrangements to return the goods to us for exchange. Otherwise, under normal circumstances, we would not accept any request for exchange of products or cancellation of orders.

7.2. If we agree you are entitled to an exchange but the product(s) to be exchanged are sold out, you may return such products to us and apply the amount paid to buy alternative product(s).

7.3. In exceptional case at our sole discretion, we will refund the amount paid (inclusive of the relevant delivery charge) to your credit card / payment account (which takes about 4-6 weeks).

7.4. If e-Vouchers, e-Coupons, and/or Petmacy Reward Points were redeemed for the relevant purchase, relevant adjustments will be made accordingly.

7.5. Original sales receipt or relevant electronic receipt must be produced to us for the request of a product exchange.

7.6. All gift items must be returned together with the returned products. Otherwise, the retail value of the gift item would be deducted from the refund.


8. Others


8.1. Title to the product shall remain vested in us until we receive full payment of the price, and title and risk shall pass to the customer upon collection of the product(s) by our delivery team or by the customer.

8.2. For any ordered goods that remain undelivered or uncollected for 30 days from the date of order confirmation, we shall have the right to dispose of such goods at our own discretion without further notice to you.  In such events, we shall not be liable to make any refund or compensation to you.

8.3. We shall under no circumstances be liable for any loss (whether direct or indirect) of revenue, loss of profits, or any indirect or consequential loss whatsoever suffered, sustained, or incurred by you or by other person arising (directly or indirectly) out of the sale and purchase transaction with you.

26th May, 2021