服務條款

善導會網上商店服務條款

SideBySide Online Store Terms of Service

1. 配送政策

• 配送方式及收費
  • 本店提供香港本地及中國內地快遞服務，運費由顧客承擔（到付）。實際費用將根據包裹的重量、尺寸及運送地區計算，具體費用將於下單時顯示：
    • 香港本地：運費根據本地快遞公司標準計算。
    • 中國內地：運費根據順豐快遞跨境配送標準計算，費用可能因地區差異而有所不同。
  • 顧客可通過順豐快遞的物流追蹤系統實時查詢配送進度。
• 配送所需資料
  • 為確保貨品準確送達，請在下單時提供完整的收貨資料：
    • 香港本地：收貨地址、收件人姓名及香港聯絡電話。
    • 中國內地：收貨地址、收件人姓名、中國內地手機號碼、身份證正反面副本及郵遞編號。
  • 中國內地配送的額外資料（身份證正反面等）用於海關清關，顧客需在下單時上傳相關資料或於訂單確認後24小時內通過電郵（eshop@sidebyside.org.hk）提供。
  • 如因資料不完整或錯誤導致清關失敗或派送延誤，善導會恕不負責。
• 配送時間
  • 在確認收到您的訂單並完成付款後，我們將於 3-5 個工作天內處理並寄出貨品：
    • 香港本地：運送時間一般為 2-3 個工作天。偏遠地區（如離島）可能需額外 1-2 個工作天。
    • 中國內地：運送時間一般為 5-10 個工作天，具體時間視海關清關流程及配送地區而定。
• 注意事項
  • 顧客需自行承擔中國內地配送可能涉及的進口關稅、增值稅或其他相關費用。善導會將提供必要的商業發票及文件以協助清關，但不承擔清關過程中的任何費用或責任。
  • 當貨品送達指定地址時，快遞公司會要求收件人簽收。簽收後，貨品的責任將轉移至收件人。如果收件人未能于指定時間內自提，或因個人原因導致派送失敗，相關的額外運費或需由顧客承擔。
  • 因天氣、罷工或其他不可抗力因素導致的延誤，善導會恕不負責。
  • 若貨品在配送過程中遺失或損壞，請在收貨後3天內聯繫我們，並提供訂單編號及相關照片。若因善導會原因導致產品瑕疵或錯誤配送，顧客可於收貨後3天內申請換貨，善導會將與快遞公司協調處理，並視情況提供換貨。跨境配送（中國內地）的遺失或損壞索賠需遵循快遞公司的政策。

2. 自提服務政策

• 自提服務範圍
  • 自提服務僅限香港地區，暫不提供中國內地或其他地區的自提選項。顧客可於下單時選擇自提服務，系統將自動顯示商品的取貨地點（包括善導會總部或服務中心）。
• 自提服務流程
  • 顧客在網上商店完成下單並選擇「自提服務」後，系統將根據您購買的產品，自動顯示可供選擇的自提地點，包括善導會總部或服務中心。請在下單時確認所選的自提點。自提時間為周一至周五上午9時至下午5時，公眾假期除外。
  • 訂單確認後，您將收到一封確認電郵，請於指定時間內前往領取。
• 自提所需文件
  • 自提時請出示電郵以作核對。
• 付款方式
  • 本店支持以下電子支付方式：
    • AsiaPay: 信用卡 (Visa, MasterCard), 支付寶 (AliPay), PayMe
  • 所有網上訂單均需在下單時完成付款，自提點不設現場付款服務。
• 注意事項
  • 請在收到「自提通知」後14天內領取您的貨品。若超過指定期限仍未領取，訂單可能會被取消，款項將不予退還。逾期未領取的貨品將由善導會自行處理，不予退貨或補發。
  • 如有特殊情況，請提前與我們聯絡。

3. 退換貨政策

• 換貨條件
  • 義賣性質商品不設退款和退貨，但可以換貨。
  • 若顧客於送到貨品後發現出現產品瑕疵或錯誤配送的情況，可於收貨後3天內申請換貨，善導會將與快遞公司協調處理，並視情況提供換貨。跨境配送（中國內地）的遺失或損壞索賠需遵循快遞公司的政策。
  • 產品瑕疵是指產品在出貨前已存在的質量問題，或因配送過程導致的損壞，導致產品無法正常使用或不符合預期標準。具體包括以下情況：
    • 產品容器破裂、破碎或泄漏，導致內容物變質或無法使用。
    • 產品包裝嚴重變形或損壞，影響產品完整性。
    • 產品顏色、氣味或質地出現異常（例如：變色、異味、分離或凝固），與正常產品規格不符。
    • 產品已過有效期，或有效期標示不清晰。
  • 配送錯誤具體包括以下情況：
    • 顧客收到錯誤的產品（例如：訂購A禮盒卻收到B禮盒）。
    • 產品數量短缺或重複（例如：禮盒內缺少部分產品或收到多餘產品）。
  • 已使用的產品將不接受換貨。貨品必須保持其出售時的原狀，即包含所有紙牌標籤、包裝及單據或訂單電郵。
• 申請流程
  • 如收到的貨品符合換貨條件，請於收貨日起計3天內，將訂單編號、貨物照片（清晰照片或視頻，顯示產品瑕疵處、配送錯誤情況或包裝狀態）、退貨原因及聯絡方法發送電郵至 eshop@sidebyside.org.hk，電郵標題請註明「訂單退款申請」。逾期申請將不獲處理。
• 運費
  • 如貨品符合換貨條件，善導會將與快遞公司協調處理，並視情況提供換貨，運費由善導會承擔。
• 最終決定權
  • 善導會保留在不另行通知的情況下修改條款及細則的權利。如更換的產品不符合換貨標準，善導會保留對換貨申請作出最終決定的權利。如有任何爭議，善導會的決定將為最終決定。

4. 隱私政策

• 善導會承諾保護顧客的個人資料，所有收集的資料僅用於訂單處理及配送，並遵守香港《個人資料（私隱）條例》。如需了解更多，請參閱我們的隱私政策 。

5. 訂單修改與取消

• 訂單一經確認並完成付款，恕不接受修改或取消。

1. Shipping Policy

• Shipping Methods and Charges
  • SideBySide offers courier services within Hong Kong and Mainland China. Shipping fees are borne by the customer (freight collect). Actual charges are calculated based on the weight, dimensions, and destination of the package, and will be displayed at checkout:
    • Hong Kong: Shipping fees are calculated according to local courier company standards.
    • Mainland China: Shipping fees are calculated based on SF Express cross-border delivery standards and may vary by region.
  • Customers can track their shipment in real time via SF Express’s logistics tracking system.
• Required Shipping Information
  • To ensure accurate delivery, please provide complete shipping details when placing your order:
    • Hong Kong: Delivery address, recipient’s name, and local contact number.
    • Mainland China: Delivery address, recipient’s name, Mainland China mobile number, a copy of both sides of the ID card, and postal code.
  • Additional information required for Mainland China deliveries (e.g., copies of both sides of ID card ) is used for customs clearance. Customers must upload the relevant documents during checkout or email them to eshop@sidebyside.org.hk within 24 hours of order confirmation.
  • SideBySide is not responsible for customs clearance failures or delivery delays caused by incomplete or incorrect information.
• Delivery Time
  • Once your order is confirmed and payment is completed, we will process and dispatch your items within 3–5 working days:
    • Hong Kong: Delivery typically takes 2–3 working days. Remote areas (e.g., outlying islands) may require an additional 1–2 working days.
    • Mainland China: Delivery typically takes 5–10 working days, depending on customs procedures and destination.
• Important Notes
  • Customers are responsible for any import duties, VAT, or other related fees for deliveries to Mainland China. SideBySide will provide necessary commercial invoices and documents to assist with customs clearance but does not bear any costs or responsibilities related to the process.
  • Upon delivery, the courier will require the recipient’s signature. Responsibility for the goods transfers to the recipient upon signing. If the recipient fails to collect the package within the specified time or if delivery fails due to personal reasons, any additional shipping costs will be borne by the customer.
  • SideBySide is not liable for delays caused by weather, strikes, or other force majeure events.
  • If goods are lost or damaged during delivery, please contact us within 3 days of receipt and provide your order number and relevant photos. If the issue is due to SideBySide (e.g., product defects or incorrect delivery), customers may request an exchange within 3 days of receipt. SideBySide will cover the shipping costs and coordinate with the courier company to arrange a replacement. Claims for cross-border delivery (Mainland China) must follow the courier company’s policies.

2. Self-Pickup Service Policy

• Service Coverage
  • Self-pickup is available only in Hong Kong. This service is not available in Mainland China or other regions. Customers may select the self-pickup option during checkout, and the system will display available pickup locations (including SideBySide headquarters or service centers).
• Pickup Procedure
  • After placing an order and selecting “Self-Pickup,” the system will automatically display available pickup locations based on the purchased items. Please confirm your selected pickup point during checkout.
  • Pickup hours are Monday to Friday, 9:00 AM to 5:00 PM, excluding public holidays.
  • Once your order is confirmed, you will receive a confirmation email. Please collect your items within the designated time.
• Required Documents
  • Please present the confirmation email when collecting your items.
• Payment Methods
  • We accept the following electronic payment methods:
    • AsiaPay: Credit Card (Visa, MasterCard), Alipay, PayMe
  • All online orders must be paid at the time of checkout. On-site payment is not available at pickup locations.
• Important Notes
  • Please collect your items within 14 days of receiving the “Pickup Notification.” Orders not collected within the specified period may be cancelled, and payments will not be refunded. Unclaimed items will be handled at SideBySide’s discretion and will not be returned or reissued.
  • For special circumstances, please contact us in advance.

3. Exchange Policy

• Exchange Conditions
  • Items sold for charitable purposes are non-refundable and non-returnable, but may be exchanged.
  • If customers discover product defects or delivery errors upon receipt, they may apply for an exchange within 3 days. SideBySide will coordinate with the courier and provide a replacement as appropriate. Claims for cross-border delivery (Mainland China) must follow the courier company’s policies.
  • Product defects refer to quality issues existing before shipment or damage during delivery that render the product unusable or below expected standards, including:
    • Broken, cracked, or leaking containers cause spoilage or unusability.
    • Severely deformed or damaged packaging affecting product integrity.
    • Abnormal color, smell, or texture (e.g., discoloration, odor, separation, or solidification) inconsistent with standard specifications.
    • Expired products or unclear expiry date labeling.
  • Delivery errors include:
    • Receiving incorrect products (e.g., ordered Gift Box A but received Gift Box B).
    • Missing or duplicate items (e.g., missing items in the gift box or receiving extras).
  • Used products will not be accepted for exchange. Items must be in their original condition, including all tags, packaging, and receipts or order confirmation emails.
• Application Procedure
  • If your item meets the exchange criteria, please email eshop@sidebyside.org.hk within 3 days of receipt, including your order number, product photos (clear images or videos showing defects, delivery errors, or packaging condition), reason for exchange, and contact information. Please use the subject line “Order Exchange Request.” Late applications will not be processed.
• Shipping Fees
  • If the goods meet the exchange criteria, SideBySide will coordinate with the courier and provide a replacement. Shipping fees will be covered by SideBySide.
• Final Decision Rights
  • SideBySide reserves the right to amend these terms and conditions without prior notice. If the exchanged product does not meet the exchange criteria, SideBySide reserves the right to make the final decision. In case of any disputes, SideBySide’s decision shall be final.

4. Privacy Policy

• SideBySide is committed to protecting customers’ personal data. All collected information is used solely for order processing and delivery, and complies with the Hong Kong Personal Data (Privacy) Ordinance. For more details, please refer to our Privacy Policy.

5. Order Modification and Cancellation

• Once an order is confirmed and payment is completed, modifications or cancellations will not be accepted.