Welcome to Prime Furniture. These Terms and Conditions explain how you may access and use our website, place orders, and receive services in Hong Kong. By using our site or purchasing any product, you agree to these Terms.
If you have questions, contact our Customer Care team:
Email: contact@primefurniture.com.hk
1. About Us
Prime Furniture is an online retailer of home, office and lifestyle furniture and accessories serving customers in Hong Kong.
2. Eligibility and Account
- You must be at least 18 years old to place an order.
- You are responsible for keeping your account details and passwords confidential and for all activities under your account.
3. Products, Pricing and Availability
- Product photos, finishes and dimensions are shown for guidance. Minor variations in colour or grain may occur.
- Prices are shown in HKD and include applicable Hong Kong taxes unless stated otherwise.
- We may change prices, promotions and availability without prior notice. Price changes do not affect confirmed orders.
4. Orders and Contract Formation
- After you submit an order, you will receive an acknowledgement email. This is not acceptance.
- Acceptance occurs when we send a shipping confirmation or deliver the goods, at which point a contract is formed.
- We may cancel an order before acceptance if a product is unavailable, there is an error in price or description, or we suspect fraud. Any payment collected will be refunded.
5. Payment
- We accept major cards, FPS and other methods listed at checkout.
- Payments are processed by trusted payment providers over secure connections.
- By paying you confirm you are authorised to use the selected method and that the information provided is accurate.
6. Delivery and Collection
- Delivery options, fees and estimated time frames are shown at checkout and in your order confirmation.
- Someone 18+ must be present to receive and inspect the delivery. If delivery cannot be completed due to access issues or missed appointments, re-delivery fees may apply.
- Please measure doorways, lifts and stairs before ordering. We are not responsible for access constraints at the delivery address.
- Risk of loss passes to you upon delivery. Title transfers when full payment is received.
7. Assembly and Installation
- Some items require self-assembly. We may offer assembly services at an additional fee.
- If you engage third parties to install or modify products, any resulting damage or nonconformity is outside our responsibility.
8. Custom, Made-to-Order and Pre-Order Items
- Custom finishes, sizes or made-to-order items are produced specifically for you.
- Production and delivery times are estimates.
- These items cannot be cancelled, returned or exchanged except for defects covered by warranty (see Section 10).
9. Returns and Exchanges
We want you to love your purchase. For eligible stock items you may request a return within 7 days of delivery subject to the conditions below.
Eligibility
- Item must be unused, in original packaging with all accessories and tags.
- Mattresses, bedding, opened hygiene items and custom or made-to-order goods are not returnable unless defective.
- Clearance, “as-is” and final sale items are non-returnable.
Process
- Contact Customer Care with your order number and photos within 7 days.
- Approved returns must be scheduled through us. You are responsible for return shipping and handling fees unless the item is defective or incorrectly supplied.
Refunds
- After inspection, refunds are issued to the original payment method within a reasonable time.
- Original delivery, assembly and service fees are non-refundable unless required by law.
This policy is in addition to your rights under Hong Kong law, including the Sale of Goods Ordinance.
10. Defects, Warranty and Remedies
- If an item arrives damaged or defective, contact us within 48 hours of delivery with photos and a description.
- Most furniture carries a limited warranty against manufacturing defects for a specified period stated on the product page or invoice.
- The warranty does not cover fair wear and tear, misuse, improper care, unauthorised repairs, exposure to moisture or heat, or commercial use unless stated.
- Our obligation is, at our option, to repair, replace comparable parts or items, or refund the purchase price for confirmed defects.
11. Promotions, Vouchers and Gift Cards
- Promotions and discount codes are subject to their stated terms and validity dates.
- Only one promotion may apply per order unless expressly allowed.
- Gift cards are non-refundable and cannot be redeemed for cash except where required by law.
12. Reviews and User Content
- By submitting reviews, photos or comments, you grant Prime Furniture a non-exclusive, royalty-free licence to use, reproduce and display that content for marketing and service improvement.
- Do not submit content that is unlawful, misleading, defamatory, infringing or harmful. We may moderate or remove content at our discretion.
13. Acceptable Use
You agree not to:
- Interfere with site security or attempt unauthorised access.
- Use automated means to collect data without our permission.
- Misrepresent your identity, make fraudulent orders or resell products without consent.
14. Intellectual Property
All trademarks, product names, photos, text, graphics and software on the site belong to Prime Furniture or our licensors. You may not copy or use them except for personal, non-commercial purposes related to purchasing from us.
15. Privacy and Cookies
We respect your privacy and comply with the Personal Data (Privacy) Ordinance (Cap. 486) of Hong Kong.
- We collect and use personal data to process orders, provide customer service, deliver marketing (with consent), prevent fraud and improve our site.
- You have rights to access and correct your personal data.
- You may opt out of direct marketing at any time at no cost.
- We use cookies and similar technologies for site performance, analytics and personalisation.
For full details, please see our Privacy Policy and Cookies Notice.
16. Compliance and Trust
We aim to follow best practices for e-commerce in Hong Kong and Google’s shopping policies, including accurate pricing and availability, secure checkout, clear contact information and honest representations of products and services.
17. Third-Party Services and Links
Our site may include links to third-party sites or use third-party delivery and payment services. We are not responsible for their content, policies or actions. Your use of those services is subject to their terms.
18. Limitation of Liability
To the maximum extent permitted by Hong Kong law:
- We are not liable for indirect, incidental, special or consequential losses, including loss of profits, data or business opportunities.
- Our total liability for any claim arising from your purchase or use of the site is limited to the amount you paid for the product or service in question.
Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud or any liability that cannot be excluded under law.
19. Force Majeure
We are not responsible for delays or failures caused by events beyond our reasonable control, including severe weather, public health events, transport disruption, strikes, or government actions.
20. Governing Law and Dispute Resolution
These Terms are governed by the laws of the Hong Kong Special Administrative Region.
Any dispute shall first be addressed through good-faith negotiations. If unresolved, the courts of Hong Kong have exclusive jurisdiction.
21. Changes to These Terms
We may update these Terms from time to time. The “Last updated” date will change when revisions are posted. Continued use of the site after changes means you accept the revised Terms.
22. Contact Us
Prime Furniture Customer Care
Email: contact@primefurniture.com.hk
Helpful Care Tips (non-contractual)
- Always follow product care and safety instructions provided with your items.
- Keep proof of purchase and delivery notes for warranty and service support.
By ordering from Prime Furniture or using our website, you confirm that you have read and agree to these Terms and Conditions.