1. Policy summary
Because Peptas supplies specialized research materials whose identity, custody, storage, and handling cannot be reliably controlled after delivery, all sales are generally final. We ordinarily cannot accept a Product back into saleable inventory. This protects customers, personnel, and research integrity by preventing returned materials of uncertain custody from re-entering the supply chain.
This policy does not remove rights that cannot lawfully be excluded. If Peptas supplied an incorrect Product, materially nonconforming Product, or Product damaged before risk transferred, we will assess the claim and provide the remedy required by Applicable Law. Depending on the facts, an appropriate voluntary remedy may be replacement, account credit, refund, or another agreed resolution.
Do not return any research material without written authorization. An unauthorized return may be refused, quarantined, reported, or destroyed, and may create legal and safety risks. Contact [email protected] before taking action.
2. Why research-material sales are final
A sealed vial or package may look unchanged even after exposure to unsuitable temperature, moisture, light, contamination, tampering, substitution, or uncontrolled handling. Once custody leaves the controlled supply chain, Peptas cannot verify that a returned item remained authentic, safe to handle, or within specification. We therefore do not accept returns based solely on a change of mind, an unneeded surplus, an incorrect customer selection, lack of institutional approval, a failed experiment, or a later discovery that the customer’s intended activity is prohibited.
The final-sale rule also applies when the customer no longer has funding, ordered the wrong quantity, cannot obtain a destination permit, missed a project deadline, dislikes packaging that conforms to the order, or expected a scientific outcome that was not expressly warranted. It applies to opened and unopened Products unless mandatory law requires otherwise or Peptas gives a written return authorization for a specific quality, recall, shipping, or compliance purpose.
No employee or informal message may promise a return outside this policy unless an authorized representative confirms the exception in writing. Authorization for one order does not change the policy for later orders.
3. Cancellation before shipment
You may request cancellation before an order is accepted or enters processing. We will make a reasonable effort, but a request is not effective until confirmed in writing. Processing can include compliance review, payment capture, inventory allocation, label creation, batch documentation, packing, transfer to a warehouse queue, or preparation of a custom or bulk quantity.
If cancellation is confirmed before irreversible work or cost, we will reverse or refund the amount paid. If you requested a custom service, special procurement, dedicated batch, nonrecoverable payment method, permit work, or expedited handling, we may deduct a previously disclosed and lawful amount representing actual nonrecoverable cost. We will not impose a hidden penalty or retain payment for an ordinary unaccepted order without a lawful basis.
Once a Product has shipped, the order cannot be canceled. Refusing delivery is not an approved cancellation and may cause return, storage, customs, destruction, and carrier charges. Those consequences are handled under this policy and the Payment and Delivery Policy.
4. Claims we will review
We will review a properly documented claim that:
- the parcel arrived with visible external damage or evidence of tampering;
- an item shown on the packing record is missing;
- the Product or quantity differs from the accepted order;
- the label, lot number, seal, or packaging presents a material discrepancy;
- the Product materially fails an express written specification applicable to the batch;
- the carrier confirms loss before delivery; or
- another failure attributable to Peptas gives rise to a remedy under mandatory law.
A delivery scan alone does not automatically defeat a credible non-delivery claim, and a customer assertion alone does not automatically establish one. We assess the address, signature, photograph, geolocation where lawful, carrier investigation, building records, prior claims, and other relevant evidence.
5. Reporting period
Report visible shipping damage, an incorrect item, or a missing item within 48 hours after the carrier records delivery. This short period is important because carrier evidence, surveillance, temperature conditions, packaging, and chain of custody can change quickly. Include the order number and initial evidence with the notice.
If a defect was latent and could not reasonably have been identified within 48 hours, notify us promptly after discovery. Explain when and how it was discovered, storage and handling since delivery, and the testing method. Nothing in the 48-hour rule shortens a longer period that mandatory law does not allow us to shorten. Delay may, however, affect the available evidence and our ability to determine whether a condition arose before or after delivery.
6. Evidence and preservation requirements
To investigate, we may reasonably request:
- the order number, Product name, quantity, and lot or batch number;
- clear photographs or video of the outer parcel, shipping label, internal packaging, seal, label, contents, and damage;
- a description of delivery, opening, storage, handling, and the time the issue was noticed;
- carrier correspondence, delivery records, or a signed statement of non-receipt;
- for a specification complaint, the protocol, controls, instrument information, calibration, raw data, calculations, sample preparation, and laboratory credentials; and
- preservation of the Product and all packaging for carrier, insurer, laboratory, or regulatory review.
Do not edit images in a way that obscures context, discard packaging after receiving preservation instructions, combine the Product with another material, or continue use after noticing a suspected defect. We may deny a voluntary remedy if material evidence was deliberately destroyed or falsified. We will not deny a mandatory remedy merely because a customer could not provide evidence that was never reasonably available.
7. Damaged shipments
If the parcel is visibly damaged, photograph it before opening where safe. If the carrier offers a damage notation, make an accurate notation. Do not reject the parcel automatically unless instructed or the package presents a safety risk; rejection can impair evidence and customs handling. Isolate leaking, broken, or compromised material and follow appropriate laboratory safety procedures.
After review, we may replace the affected Product, issue credit, refund the affected amount, or assist with a carrier claim. We do not promise a cash refund in every damage case. The remedy will reflect stock, evidence, urgency, legal rights, and whether replacement safely and fully cures the problem. Original shipping cost may be refunded where law requires or where the entire shipment was unusable due to our breach.
8. Missing or incorrect items
For a missing-item claim, preserve the shipping carton and all internal material. Package weight, packing records, photographs, and carrier data may be reviewed. If we confirm an item was omitted, we will ordinarily ship it or provide a refund or credit for that item. If the parcel was opened or items were removed after delivery, we may refer the matter to the carrier, property manager, insurer, or law enforcement as appropriate.
If you receive an incorrect Product, do not open or use it. Store it safely and contact us. We may arrange an authorized collection or destruction, subject to legal shipping restrictions. We will send the ordered Product, refund the affected price, or agree another lawful remedy. You must not retain and use both an incorrect Product and a replacement unless we expressly authorize it.
9. Purity, quantity, and quality claims
A stated analytical purity must be interpreted according to the certificate and method. It is not the same as fill weight, biological potency, sterility, or fitness for an unstated protocol. A visual comparison, home test, unvalidated assay, expected subjective response, or human-use outcome is not acceptable evidence for a research Product claim.
For a credible specification claim, we may review retention-sample data, batch records, and an appropriate independent test. The parties should discuss the laboratory, method, sample custody, acceptance criteria, and allocation of cost before testing. Testing a sample that has been reconstituted, opened, transferred, or stored outside instructions may not establish its condition at delivery.
Lyophilized material may be difficult to see and may adhere to a vial wall or stopper. Appearance alone does not establish underfill. Quantity disputes may require calibrated measurement using a scientifically appropriate method. If a batch materially fails an accepted specification, we will provide the remedy required by law and may request return or controlled destruction of remaining units.
10. Experimental outcomes are not return grounds
Research is inherently variable. Negative, unexpected, irreproducible, or inconclusive results do not by themselves show that a Product is defective. Outcomes may be affected by solvent, pH, concentration, adsorption, mixing, freeze-thaw cycles, contamination, storage, assay design, controls, instrument performance, biological variation, operator technique, or statistical power.
Peptas does not refund a Product because it did not produce an unstated or medically framed outcome. We do not evaluate subjective effects in a person or animal. A report indicating administration may trigger a safety and compliance review and may result in account restriction, but we may retain the information necessary to investigate and comply with law.
11. Customs, seizure, permits, and restricted destinations
International customers must determine whether the Product may be imported, possessed, and used at the destination and must obtain required permits. Customs authorities may inspect, delay, test, reclassify, return, seize, or destroy a shipment. A customs event does not automatically entitle the customer to a refund or free reshipment, particularly when it results from the customer’s missing permit, refusal to cooperate, prohibited destination, false information, or failure to pay destination charges.
We will review whether the event resulted from our error, such as a materially inaccurate declaration that we were responsible to prepare, or from a non-delegable export duty. Where Peptas caused the failure, we will provide an appropriate remedy. Where neither party was at fault, the allocation depends on the sale terms, carrier service, insurance, and mandatory law. We do not guarantee clearance and ordinarily do not refund government seizure attributable to the customer or destination rules.
Do not ask us to mislabel, understate value, omit identity, or describe research material as a gift or unrelated commodity. We may cancel the transaction and retain records of such a request.
12. Delay, loss, and failed delivery
Transit estimates are not guarantees. Delay alone does not create a refund right unless a guaranteed service was expressly purchased, the delay constitutes a legal breach, or the Product is shown to have become nonconforming before risk transferred. Contact us if tracking has not updated for an unusual period so that a carrier trace can begin.
A shipment is not treated as lost while the carrier or customs authority is still reasonably investigating. If the carrier confirms loss before delivery, we may replace or refund the affected Product, subject to the contract and insurance. If delivery failed because of an incorrect address, unavailable recipient, unpaid duty, rejected customs request, or unauthorized redirection, the customer may be responsible for reasonable return, storage, disposal, and reshipment costs.
13. Authorized returns and destruction
If we authorize a return, we will provide written instructions and a return reference. Authorization is limited to the identified item and reason. The Product must be packaged, declared, and shipped as instructed and as law permits. We may require a qualified dangerous-goods or biological-material carrier. We do not reimburse an unauthorized shipment or assume responsibility for an illegal return.
Some Products cannot safely or lawfully be returned. We may instead require documented destruction or quarantine. Instructions may include photographs, witness confirmation, disposal-provider documentation, or defacing labels. You must comply with environmental, controlled-material, and laboratory-waste rules. Do not dispose of material in ordinary household waste or drains unless a qualified assessment confirms that method is lawful and safe.
14. Refund method and timing
An approved refund is ordinarily issued to the original payment method. If that is impossible, we may use a verified alternative consistent with anti-fraud and financial controls. We do not send a refund to an unrelated person or unverified account. Bank, card-network, currency-conversion, and intermediary processing times are outside our direct control.
The refund amount will not exceed the amount actually paid for the affected item and any shipping or tax amount required by law. Original bank fees, conversion losses, customs duties, and third-party charges are not refundable by Peptas unless we charged them or law makes us responsible. We will communicate an approval or reasoned request for more information within a reasonable period after receiving the evidence needed for review.
15. Fraudulent, abusive, or repeated claims
We may investigate patterns suggesting package diversion, altered evidence, duplicate claims, false non-receipt, chargeback abuse, substitution, or prohibited use. We may restrict an account or require signature and enhanced verification for future orders. We may share evidence with payment providers, carriers, insurers, authorities, or affected institutions where legally permitted.
A fraud-control measure will not be used to dismiss a legitimate claim without review. A customer’s prior claim does not automatically make a later claim invalid. Decisions should consider reliable evidence and mandatory rights.
16. How to submit a claim
Email [email protected] with the subject “Order Claim – [order number].” State the Product, lot number, delivery date, issue, requested resolution, and whether material has been opened or used. Attach initial photographs but do not email unnecessary personal or payment data. We will provide next steps.
General Legal Provisions Applying to This Policy
The provisions in this section form part of this policy and should be read together with the policy-specific sections above. They are included so that important rules are not left to implication. If a policy-specific provision directly conflicts with a provision in this section, the policy-specific provision controls for the subject covered by that policy. If these provisions conflict with a non-waivable right under applicable law, the non-waivable right controls only to the extent of that conflict.
Definitions and interpretation
In these provisions, “Peptas,” “we,” “us,” and “our” mean the person or entity that owns and operates Peptas.com and supplies the relevant products or services as identified in the order confirmation, invoice, checkout, or legally required business information displayed on the Site. “Site” means Peptas.com and any page, account area, form, communication, or digital service operated under that domain. “Product” means an item offered through the Site. “Customer,” “you,” and “your” mean the person visiting the Site, submitting information, creating an account, requesting a quotation, or placing an order, and any organization on whose behalf that person acts. “Applicable Law” means every law, regulation, court order, licence condition, import or export control, sanctions measure, professional rule, and binding government requirement that applies to the relevant person, Product, transaction, shipment, or activity.
Headings, summaries, examples, frequently asked questions, and tables are provided for readability. They do not limit the operative wording. Words such as “including,” “includes,” and “for example” are illustrative and do not create an exhaustive list. A reference to writing includes email and other electronic records unless Applicable Law requires another form. Singular words include the plural and vice versa where the context permits. A duty not to do something includes a duty not to authorize, assist, encourage, or permit another person to do it. References to a statute include amendments, replacements, subsidiary legislation, and official requirements made under it.
Nothing on the Site creates a partnership, joint venture, fiduciary relationship, employment relationship, agency, medical relationship, or professional advisory relationship between you and Peptas. No person may bind Peptas or make a representation on its behalf unless that authority is confirmed in writing by an authorized representative. Product information, customer-service responses, educational material, and links are not legal, medical, clinical, regulatory, tax, customs, investment, or other professional advice.
Authority, eligibility, and institutional responsibility
You may use the Site and transact with us only if you are at least 21 years old, have legal capacity to enter a binding agreement, and are not prohibited by Applicable Law from accessing the Site or acquiring the Products. If you act for a company, university, laboratory, government body, clinic, reseller, or other organization, you represent that you have authority to bind that organization and that the organization accepts responsibility for your acts and omissions. We may request reasonable evidence of age, identity, professional status, institutional affiliation, intended research purpose, destination, end user, funding source, or authority to order.
The person placing an order is responsible for ensuring that every employee, contractor, student, principal investigator, consignee, agent, and downstream recipient who may possess or handle a Product is appropriately qualified, trained, authorized, and supervised. Internal approval by an employer or institution does not replace a government licence, ethics approval, import permit, controlled-substance authorization, or other external requirement. An account, quotation, invoice, order acceptance, shipment, or prior sale does not establish eligibility for any later transaction.
We may refuse registration, restrict an account, request additional verification, cancel an order, withhold shipment, limit quantities, or end a relationship if we reasonably believe that a transaction presents a safety, fraud, sanctions, reputational, legal, regulatory, payment, diversion, or misuse risk. We may do so without disclosing confidential screening criteria or information that could defeat fraud or compliance controls. We will exercise these rights subject to Applicable Law and will not rely on them to avoid a mandatory obligation already owed to you.
Research-use framework
Unless a Product page expressly states otherwise and the statement is legally authorized, Products offered on the Site are supplied exclusively as laboratory research materials. They are not medicines, foods, dietary supplements, cosmetics, consumer chemicals, veterinary products, diagnostic products, or medical devices. They are not offered for administration to humans or animals, for compounding, for clinical investigation without required authorization, or for the diagnosis, prevention, mitigation, treatment, or cure of any disease or condition. Labels such as “research use only” and “not for human or veterinary use” are material conditions of sale and use, not marketing slogans.
You must not ingest, inject, inhale, implant, apply, administer, prescribe, dispense, recommend, resell for personal use, or otherwise expose a human or animal to a Product. You must not use a Product as an active ingredient in a food, supplement, cosmetic, drug, medicine, veterinary preparation, or consumer product. You must not seek dosing, cycle, reconstitution-for-administration, treatment, or self-experimentation guidance from us. A discussion found elsewhere on the internet, a publication, a third-party practice, a product name, or a reference to an area of scientific investigation does not change these restrictions.
Products must be handled only in a suitable professional laboratory by trained personnel using an institutionally approved protocol, appropriate engineering controls, personal protective equipment, storage controls, waste procedures, incident response, and risk assessment. You are responsible for reviewing available safety information and determining whether additional testing, controls, approvals, or documentation are required for your intended lawful research. You must prevent unauthorized access and maintain custody records appropriate to the nature of the material.
Legal and regulatory compliance
You are responsible for identifying and complying with Applicable Law in every jurisdiction connected with your activity, including Hong Kong, the billing location, shipment origin, transit countries, destination, place of possession, place of research, and location of each end user. Requirements may concern pharmaceuticals, poisons, dangerous drugs, controlled chemicals, precursor chemicals, biological materials, customs classification, strategic commodities, import and export licensing, sanctions, anti-money-laundering controls, consumer protection, workplace safety, environmental disposal, research ethics, data protection, and professional practice.
Peptas remains responsible for legal duties that Applicable Law places on Peptas and that cannot lawfully be transferred to a customer. Your compliance obligation does not excuse our non-delegable duties. Likewise, our review of an order does not transfer your legal duties to us. We do not promise that a Product may lawfully be purchased, imported, possessed, resold, or used in every jurisdiction. Availability on the Site, acceptance of a payment method, issuance of a quotation, or successful delivery of a previous order is not legal clearance for a current transaction.
You must obtain all licences, permits, declarations, end-use statements, registrations, approvals, consents, and exemptions required for your role before the relevant activity occurs. On request, you must provide accurate supporting documents and cooperate with lawful due diligence. You must not misdescribe a Product, value, origin, end use, consignee, or transaction; divide orders to evade a limit; use a forwarding arrangement to avoid a restriction; or ask us to omit, alter, or falsify customs or shipping information. We may share information with carriers, payment providers, professional advisers, insurers, regulators, customs authorities, or law enforcement when reasonably necessary and legally permitted.
If a licence or approval is delayed, denied, suspended, or revoked, you must notify us promptly. We may suspend performance while the issue is reviewed. Neither party is required to perform an act that would violate Applicable Law. Where lawful performance is impossible, we may cancel the affected portion of the transaction and address any payment according to the applicable policy, the allocation of responsibility for the problem, costs already incurred, and mandatory law.
Electronic transactions and communications
You consent to transact and communicate electronically. Subject to Applicable Law, electronic records, click acceptance, checkbox selections, account activity, order submissions, emails, and system logs may satisfy requirements for writing, acceptance, delivery, and retention. You are responsible for providing a current email address and monitoring messages, account notices, tracking updates, and requests for information. A notice is not invalid merely because an automated filter or internal routing rule prevented you from reading it.
An automated acknowledgment confirms only that a submission reached our system. It is not necessarily acceptance of an order, confirmation of product availability, regulatory clearance, or a promise to ship. A binding sale is formed only at the point specified in the Terms and Conditions of Sale. We may correct an electronic transmission error before acceptance and may contact you to verify an instruction that appears incomplete, inconsistent, unusual, or unauthorized.
You must not impersonate another person, use an address or payment instrument without authorization, manipulate technical records, or deny an electronic action genuinely performed by you or under your control. We may use reasonable authentication and audit records to evaluate a dispute. This paragraph does not prevent you from showing that a record is inaccurate, compromised, or legally insufficient.
Site information, availability, and corrections
We aim to present accurate and current information, but scientific, regulatory, logistical, and commercial information can change. Site content may contain typographical errors, translation differences, outdated references, incomplete descriptions, or technical display problems. Images may be illustrative and colors, labels, vials, packaging, or batch presentation may vary. A reference standard, molecular description, publication, or research summary does not guarantee that a Product is suitable for a particular protocol or produces a particular result.
We may correct errors, update content, change specifications, discontinue Products, impose quantity limits, or suspend Site functions. Before a binding sale is formed, we may correct an obvious pricing, availability, tax, shipping, or description error and invite you to proceed on corrected terms. After a binding sale is formed, any correction that materially affects your rights will be handled under Applicable Law and the governing sale terms. We will not knowingly rely on a disclaimer to preserve a materially false trade description or misleading omission.
The Site may be unavailable because of maintenance, security events, hosting failures, carrier outages, software changes, government action, or circumstances beyond reasonable control. We do not promise uninterrupted or error-free access. You should retain copies of order records, policies, certificates, and communications needed for your institutional files. We may limit access to protect the Site, customers, data, systems, or legal compliance.
Third-party services, links, and statements
The Site may use or link to payment processors, carriers, analytics providers, consent tools, social networks, laboratories, publications, or other third parties. A link, technical integration, reference, or display of a third-party name does not mean that we control or endorse every statement, policy, security practice, product, or service of that party. Third parties may impose separate terms and privacy notices. You should review them before using the relevant service.
We are responsible for selecting and managing service providers to the extent required by Applicable Law. We are not responsible for an independent third party’s acts outside our control merely because its service is linked from the Site. However, this limitation does not remove responsibility that Applicable Law assigns to us for our own selection, instructions, representations, data handling, or non-delegable duties. A third-party laboratory report or certificate describes the sample and methods identified in that report; it is not a regulatory approval, medical endorsement, or universal guarantee about every unit or every possible use.
Reviews, testimonials, forum posts, and customer statements represent the views of their authors. They must not be interpreted as instructions for human or veterinary use. We may remove statements that promote prohibited use, make unsupported health claims, disclose confidential information, or violate law or Site rules. Removal does not mean that we can identify and prevent every improper statement.
Account and information security
You must provide complete and accurate information and keep it current. You are responsible for protecting passwords, devices, authentication methods, and account access. Do not share credentials with unauthorized persons. Notify us promptly at [email protected] if you suspect unauthorized access, a fraudulent order, or a compromise affecting information supplied to us. We may temporarily restrict an account while investigating.
You are responsible for actions taken through your account when they were authorized by you or resulted from your failure to use reasonable security. You are not responsible for actions caused solely by our breach of a legal duty or security failure. We may require re-authentication, identity evidence, or confirmation from an institutional email address before processing sensitive requests, changing delivery details, releasing records, or restoring access.
Prohibited conduct
You must not use the Site or Products to violate law, infringe rights, facilitate harm, evade controls, mislead another person, or interfere with systems. Prohibited conduct includes attempting unauthorized access; introducing malware; scraping in a way that disrupts service; reverse engineering security features; abusing promotional offers; making fraudulent claims; laundering funds; using stolen payment information; submitting false identity, end-use, customs, tax, or delivery information; promoting human or veterinary use; and reselling Products under false, misleading, or medically suggestive descriptions.
You must not remove or obscure warnings, batch identifiers, safety information, or chain-of-custody information. You must not relabel a Product as approved for a use for which it is not approved. You must not use our names, trademarks, documents, certificates, images, or test results to imply authorization, affiliation, clinical endorsement, or regulatory approval. We may preserve evidence, suspend service, cancel affected orders, and report reasonably suspected unlawful conduct where legally permitted.
Records, investigations, and cooperation
We may retain records reasonably needed to document consent, orders, payments, shipping, complaints, safety issues, compliance reviews, and legal obligations, subject to the Privacy Policy. In a dispute, relevant records may include order data, correspondence, payment authorization results, carrier scans, delivery photographs, access logs, batch records, certificates, submitted images, and statements from involved parties. No single category of record is automatically conclusive where Applicable Law requires a broader assessment.
You agree to cooperate reasonably with an investigation into fraud, diversion, damage, loss, unauthorized use, regulatory inquiry, safety concern, data request, or chargeback. Cooperation may include preserving packaging, providing photographs, confirming institutional authority, identifying the consignee, and returning or safely destroying material where lawful. We will not request information that is disproportionate to the matter, and privacy or legal requests may be subject to identity verification.
Events beyond reasonable control
Neither party is liable for delay or failure caused by an event beyond its reasonable control to the extent the event actually prevents performance and the affected party takes reasonable steps to reduce the effect. Events may include natural disasters, severe weather, epidemic or public-health measures, war, terrorism, civil disorder, sanctions, embargoes, sudden legal restrictions, customs action, carrier network disruption, labor disputes not limited to the affected party’s own workforce, power or telecommunications failures, cyberattacks by third parties, critical supplier failure, or government orders.
This provision does not excuse payment already due for Products properly supplied, a data-protection duty that can still reasonably be performed, or a duty that Applicable Law does not allow the parties to exclude. The affected party may receive a reasonable extension. If the disruption continues and substantially defeats the transaction, either party may exercise any cancellation right provided by the applicable policy or law. Allocation of prepaid amounts will take account of Products already supplied, irreversible costs lawfully chargeable, and mandatory rights.
Liability boundaries and mandatory rights
Every exclusion, limitation, waiver, indemnity, and allocation of risk in this policy applies only to the maximum extent permitted by Applicable Law. Nothing excludes or limits liability for fraud, fraudulent misrepresentation, willful misconduct, or any other liability that cannot lawfully be excluded or limited. Nothing limits a mandatory remedy available to a consumer under law that applies despite a choice-of-law clause. If Hong Kong’s Control of Exemption Clauses Ordinance or another reasonableness requirement applies, the relevant term is intended to operate only to the extent it satisfies that requirement.
Risk allocations are intended to reflect the specialized, research-only nature of the Products, the customer’s control over selection and use, the need for qualified handling, the limited ability to observe activities after delivery, and the availability of insurance and institutional controls to professional users. They are not intended to excuse a false trade description, misleading omission, wrongful acceptance of payment, breach of a non-excludable duty, or our own conduct where liability cannot fairly or lawfully be shifted.
If a court or authority finds a limitation too broad, it should be enforced to the broadest lawful and reasonable extent rather than disregarded entirely, where the law allows that approach. Separate limitations are intended to be severable. The existence of a specific remedy does not exclude another mandatory remedy, but you may not obtain double recovery for the same loss.
Assignment, subcontracting, and third-party rights
We may use affiliates and qualified service providers for hosting, payments, testing, storage, fulfillment, shipping, support, professional advice, fraud prevention, and compliance. We remain responsible to the extent required by Applicable Law. We may assign or transfer our rights and obligations as part of a genuine reorganization, financing, merger, acquisition, or sale of the business or relevant assets, provided the transfer does not reduce mandatory rights. You may not assign an order, policy right, or claim in a way that increases our risk or evades a restriction without our prior written consent, except where law gives you a non-waivable transfer right.
Unless a policy expressly says otherwise, a person who is not a party has no right to enforce it under the Contracts (Rights of Third Parties) Ordinance (Cap. 623). Our affiliates, personnel, contractors, laboratories, carriers, licensors, and payment service providers may rely on a provision that expressly protects them. The parties may amend or end their agreement without the consent of any other third party, to the extent permitted by law.
No waiver; severability; entire understanding
A failure or delay in enforcing a right is not a waiver. A one-time waiver applies only to the specific circumstances confirmed in writing. If a provision is unlawful or unenforceable, it will be modified to the minimum extent necessary or severed if modification is not permitted; the remaining provisions continue in effect. Each policy, an accepted quotation, the order confirmation, and any expressly incorporated document form the agreement for their subject matter. They replace prior discussions on that subject but do not exclude liability for fraud or a statement that law prevents us from excluding.
Purchase orders, procurement portals, email signatures, or customer forms do not add or replace terms merely because they are transmitted to us. Additional terms bind us only if an authorized representative expressly accepts them in writing. If an accepted written quotation or negotiated agreement identifies a conflict and states that it overrides a Site term, the negotiated provision controls for that transaction.
Governing law and dispute resolution
Except where mandatory law requires otherwise, this policy and non-contractual obligations connected with it are governed by the laws of the Hong Kong Special Administrative Region, without applying rules that would select another jurisdiction’s law. The courts of Hong Kong have exclusive jurisdiction, subject to any mandatory right you have to bring a claim elsewhere and either party’s right to seek urgent interim relief in a court with authority to grant it.
Before beginning formal proceedings, a party should send a written notice describing the issue, relevant order, requested remedy, and supporting information. The parties should allow at least 30 days for a good-faith attempt to resolve the matter, unless urgent relief, a limitation period, safety, fraud, confidentiality, intellectual property, or regulatory action makes waiting unreasonable. This process does not prevent a report to a regulator or law-enforcement authority and does not remove a statutory complaint right.
Claims should be brought individually unless Applicable Law permits or requires another procedure. No informal communication settles a claim unless it clearly records the agreed resolution and is sent by an authorized person. A payment-provider or carrier process does not finally determine the parties’ legal rights, although its records may be relevant.
Policy updates, language, and contact
We may revise this policy to reflect legal, operational, security, product, or service changes. The “Last updated” date identifies the current published version. Changes apply prospectively when posted or on a later date stated in the notice. A change will not retroactively remove a right that had already accrued unless Applicable Law permits and the change is validly agreed. For a material change, we may provide an additional notice by email, account message, checkout notice, or Site banner where appropriate.
The English version controls to the extent permitted by law. A translation is provided for convenience unless it expressly states that it is an official controlling version. If you need this policy in an accessible format or have a question about its meaning, contact us before placing an order. Do not proceed if you do not understand and accept the terms that apply to you.
Formal legal notices, privacy-rights requests, security reports, and legal correspondence may be sent to [email protected]. Customer-service questions about products, orders, delivery, or returns should be sent to [email protected]. Include enough information to identify the matter without sending unnecessary sensitive data. A business or postal address should be taken only from the current, verified contact information displayed on the Site or supplied in an official order document; do not rely on an address copied from an unofficial directory or an outdated page.