1. General

1.1 In these terms and conditions and the Special Conditions (as defined below) (collectively referred to as the “Terms and Conditions”), "FASE" or “we” or “us” means FASE, a division of AS Watson Retail (HK) Limited and the "customer" or “you” means any person which places an order with us. Please read these terms and conditions carefully before using the website ( “our e-store”). By using the website or any part of it, you agree that you have read and understood these Terms and Conditions (as updated, modified and amended by us from time to time) and that you accept and agree to abide and 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 subject to stock availability.

1.3 We shall make every effort to ensure product(s) displayed at our e-store are in stock.

1.4 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.

 

  1. Registration

2.1 You are required to register as a user before placing any order through our e-store. 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.  You are fully responsible for all actions that occur under your account and any activities taken in connection with the account;
  • We have the absolute discretion to refuse registration of a potential customer and to terminate the registration of any customer for any reason whatsoever;
  • You agree that we can contact you with regards your order placed using the address and/or contact information you provide to us (including information submitted when you place an order).

2.2 Please inform us by updating your account information on our website immediately of any changes to the information that you provided so that we can communicate with you effectively. 

2.3 You are also under a duty to inform us immediately if there is any unauthorised use of your account.

2.4 In the event that your account is not used for a specified period (currently, 3 years), we will, for your own and our protection, assume your account is no longer in use, and we will 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 further purchase at our e-store.

 

  1. Privacy protection

3.1 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.

 

  1. 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.

4.2 A final receipt will be issued to you when goods are delivered to your address, or are collected at the designated self-pick up point (as the case may be) (“pick up point”).

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 information travels over the Internet. To check TLS Certificate information, you can right click the mouse and choose "Properties" & "Certificates".

 

  1. Others

5.1 Basis of supply: we only serve and deliver products to end consumers. We are not selling our products for re-sell purpose. 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, epidemic, pandemic, 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 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. You should periodically review the up to date version of 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 (“Hong Kong SAR”), the People's Republic of China and you and we agree to submit to the exclusive jurisdiction of the Hong Kong courts. We may revise the Terms and Conditions at any time without prior notice.

SPECIAL CONDITIONS FOR FASE E-STORE (“SPECIAL CONDITIONS”)

These Special Conditions are supplemental to the Terms and Conditions and are applicable to any orders placed under our e-store. Should there be any inconsistency between these Special Conditions and the above Terms and Conditions, these Special Conditions shall prevail.

  1. FASE’s Payment Term

6.1 We currently accept Visa, MasterCard, Octopus, American Express, BoC Pay, WeChat Pay, Union Pay and AlipayHK.

6.2 The maximum amount per transaction is set at HK$10,000.


Note: When inputting card numbers please do not input space or dash.

6.3 Under Credit Card Purchase Protection service, e.g. Visa Verification Service, MasterCard Secure Code, customers can enjoy safe and secure shopping by using their own credit card with specific password or security code. Credit cards used for shopping should be valid and under the purchaser’s own name.

6.4 Where there are additional charges for delivery and/or installation, such charges will be set out separately for your acknowledgement and confirmation prior to proceeding to payment.

6.5 You must arrange with us for delivery / collection of the ordered product(s) within 30 days from the date of the order as accepted by us. If you fail to take delivery / collection within 30 days, any payment received by FASE would be forfeited and could not be refunded or used for exchange of other products.

  1. Notification for ordering

7.1 Our e-store only accepts orders for delivery in Hong Kong to the specified delivery address or designated pick up points located in Hong Kong.

7.2 Placing an order means you agree to purchase products or services in accordance with the Terms and Conditions set out herein. After receiving your order, we will acknowledge receipt of your order. However, it does not confirm that we have accepted your order. We reserve the right to reject any order without giving any reasons. In the event that we are unable to accept your order (for example due to payment issue), we will notify you by phone, SMS or email.

You may use the code to track your order in our logistics partner's website and check the estimated date and time of delivery at the delivery address or pickup point.

7.4 Once the order is confirmed by us, you will no longer be able to change your order, including the design of your customised product, the colour or model of the selected product or the delivery address /pick-up point.

7.5 In case any applicable gift items that is specified to come with your purchased products are not available, we will contact you. You may decide whether to accept another gift item, cancel the order or continue to purchase the products.

7.6 If you place an order for a customised product, you confirm and warrant that any text, images, photos, graphics and any other content you submitted (collectively, “Your Content”) do not contain any Prohibited Contents as set out in Clause 7.6.2 below. You hereby acknowledge that custom made products from FASE are highly customised and tailor made on each occasion, therefore, if we determine or suspect that Your Content contains or may contain any Prohibited Contents or is otherwise unfit for processing, we have the sole and absolute right to refuse and cancel your order and charge a handling and processing fee of 50% the actual purchase amount. In any event, we have the sole and absolute right to refuse and cancel your order at any time for any reason.

7.6.1 You grant FASE and its affiliates a fully paid-up, royalty-free, perpetual, irrevocable, fully transferable, worldwide, license to use, reproduce, display and/or sublicense Your Content that you submit to our e-store for the purpose of reviewing, processing, printing and/or otherwise handling your order and for use by FASE and its affiliates for advertising and promotional purposes.  This license will end when Your Content is deleted or removed from our systems. 

7.6.2 Prohibited Content includes but are not limited to the following types of content:

  • any content that infringes or may infringe any third-party copyright, trade or service mark, registered design, patent or other intellectual property rights or any other rights which rank on a par with such intellectual property rights or any other rights (“IP Rights”) or constitutes passing-off;
  • any content that is obscene or indecent, including without limitation any content depicting violence, depravity and repulsiveness or any content depicting nudity;
  • any content that is offensive, inappropriate or abusive in general contrary to public morality, decency or propriety, or can be construed as such, including any content depicting foul, offensive, inappropriate or abusive language or graphics;
  • any content that is defamatory, libelous, discriminatory, including any content that constitutes vilification, harassment or hate speech;
  • any content depicting the national flag and national emblem of the People’s Republic of China, the regional flag and regional emblem of the Hong Kong SAR, the national anthem, or the lyrics or score of the national anthem of the People’s Republic of China, or any part thereof;
  • any content that is prohibited under The Law of the People’s Republic of China on Safeguarding National Security in the Hong Kong SAR;
  • any content that contains any bugs, viruses, malware, trojan horses or other harmful or destructive content;
  • any other content that violates the privacy or publicity right of any third party or that is otherwise unlawful or breaches any application laws or regulations.

We have the right to update the above list from time to time without further notice to you. You are fully responsible and agree to indemnify FASE and its affiliates in full against all losses, costs, expenses, damages and liabilities resulting from your breach of this Clause 7.6.  In any case, FASE will not be liable or responsible for customising a product with Your Content as we cannot predict when issues may arise with customised products containing Your Content.

7.7 The colors displayed on different device screens may have slight variations, which may differ from the actual printed colors of the phone case design. Please note that under these circumstances, we do not accept exchanges or refund requests.

  1. Delivery service (applicable if you have selected to have your order(s) delivered to a designated address)

8.1 You may enjoy free standard delivery service to your specified address for each net purchase of HK$300or above (as specified under your invoice). Extra charge may apply if you select delivery at certain time slots.

8.2 If you purchase less than HK$300, you may enjoy delivery service to the designated address at an additional charge specified by us.

8.3 Delivery service is only available at designated locations in Hong Kong Island, Kowloon and New Territories of Hong Kong SAR. For details of our delivery service, please refer to “Delivery Service” page on our e-store for more information.

8.4 For delivery service to a remote area, an additional surcharge of HK$20 will be applied to each order. Remote areas include Sai Kung, Clear Water Bay, Shek O, Stanley, Discovery Bay, Ma Wan, Cheung Chau, Lamma Island, Peng Chau and Lantau Island South (including but not limited to Tai O, Tong Fuk, Cheung Sha, Mui Wo, Pui O).

8.5 Delivery is available on Monday to Sunday, including public holidays. Delivery time is from 9am to 8pm every day.

8.6 After your order has been accepted, our logistics partner will notify you the estimated arrival time on the day of delivery via phone/SMS to the phone number provided during order confirmation. We are not responsible for any incorrect information from you.

8.7 Please check whether all your ordered items are fully delivered against the invoice/delivery note (as the case may be), then sign and return the delivery note to our logistics partner to confirm your acceptance.  This will be prima facie evidence that your ordered items are delivered / collected in good order and condition.

  • A surcharge will apply under the following circumstances and our logistics partner will inform you to the extent possible:
  • The order cannot be delivered at the specified time due to the incorrect address or contact information provided by you.
  • The building on receiver’s address restricts entry or has complicated entry procedures, which makes the to-door collection service impossible.
  • Failure to deliver to the door due to other reasons.

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

8.10 If for security reason or any other reasons, our courier is not able to deliver the goods to the delivery address as specified in your order and obtain your receipt confirmation, we will rearrange the delivery at your cost.

8.11 If we are not able to deliver your order for 7 days after the designated delivery date, we will cancel the order and charge a handling fee, being 50% of the actual purchase amount.

8.12 In case of any dispute, you agree that our determination shall be final.

  1. Self-pickup Service (applicable if you have selected to collect your order(s) at a designated pickup point)

9.1 You may enjoy free self-pickup service for each purchase of HK$300 or above.

9.2 If you purchase less than HK$300, you may enjoy self-pickup service at an additional charge specified by us.

9.3 Self-pickup service is only available at designated locations in Hong Kong Island, Kowloon and New Territories of Hong Kong SAR. For a full list of the available pickup points, please refer to “Self-pickup Service” page on our e-store for more information.

9.4 After your order has been accepted, our logistics partner will notify you to pick up the products by sending the pickup code via a SMS notification to the phone number provided by you during order confirmation. We are not responsible for any incorrect information from you.

9.5 Please pick up your order in the selected pickup point and date within 24 hours upon receiving the SMS notification.

9.6 Order merging is not available for self-pickup service orders.

9.7 When you pick up the product from the pickup point, you can pick up your order in person, or authorise a representative to pick up for you. When picking up your order, you are required to show the pickup code provided in the SMS notification or input the pickup code in the locker.

9.8 If you cannot pick up the products from the pickup point on the selected date or within the time limit specified in the SMS notification, our logistics partner may collect the products from the pickup point and rearrange another delivery at an additional charge. If the order is  not picked up within5 days upon arrival at the pickup point, we will cancel the order and charge a handling fee, being 50% of the  actual purchase amount.

9.9 In case of any dispute, you agree that our determination shall be final.

  1. Fortress Store Pickup Service

10.1. All orders can be picked up for free at designated Fortress stores in Hong Kong.

10.2. The Fortress store pickup service is limited to designated locations. Please refer to the "Shipping Methods" page on this website for detailed pickup point addresses.

10.3. After you submit an order on the online store, if your order is accepted, we will notify you via email at the address provided during order confirmation once the goods arrive at the designated pickup point. You can log into your account to view pickup details. We are not responsible for any issues arising from incorrect information provided by you.

10.4. Please collect your purchased order at the specified pickup point within 7 days, as indicated in the email.

10.5. When you pick up your goods at the pickup point, you may collect them in person or authorize a representative to do so. At pickup, please log into your FASE account and show the pickup QR code to the Fortress staff for order verification.

10.6. If you fail to collect your goods within the date and time specified in the email, Fortress may charge the customer an additional storage fee. If the order is not collected within 14 days of arriving at the pickup point, we will automatically cancel the order and charge a 50% handling fee of the order amount.

10.7. In case of any disputes, we reserve the right to make the final decision.

 

  1. Generally on exchange and refund

11.1 Under normal circumstances, we would not accept or consider any request for exchange of products or cancellation of orders.

11.2 You are requested to examine and to confirm your order immediately upon delivery or collection (as the case may be) including but not limited to any deficiencies and/or damages of their appearance, and  whether the model or quantity is correct, all accessories and gift items are included. In any case, if there is any deficiency / damage to the product, you are required to fill in and submit the ‘Service Support Form’ via our e-store within 10 days of purchase (“Claim Notification Period”).  You agree that the product delivered / collected is deemed to be in good merchantable condition and conform in all material respects to your order with us if we do not hear from you within the prescribed timeframe.

11.3 If, having reviewed the submitted Service Support Form, we have agreed that you are entitled to an exchange but the products to be exchanged are sold out, we will refund your payment.

11.4 Electronic receipt should be produced to us before we can proceed with a product exchange.

11.5 We have the right to refuse to exchange a product on the ground of damage to its appearance or missing accessories once the delivery has been signed for. If any applicable gifts with purchase are damaged, we will replace them as soon as possible subject to stock availability.

11.6 Packing, accessories, user guide and blank warranty card (if applicable) should be returned together with the product for exchange or refund.

11.7 The product (other than under a complaint of deficiency / damage) should be returned should not be damaged, defaced or contain any trace of water damage.

11.8 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 or separately charged.

11.9 In exceptional case where agreed with you, we will refund the amount you paid for the order to your relevant payment account which you applied to settle the payment or other means as agreed with you (Note: in case you agree to receive the refund via Octopus App, you will receive a notification via your Octopus App and you are required to collect the refund amount via your Octopus App or Octopus Service Points within the specified period). The refund process usually takes about 2-4 weeks.

 

  1. About 10-day money back guarantee policy (“Policy”)

12.1 We guarantee the exchange of product within 10 days of purchase only if the product fails to meet manufacturer's standards (i.e. other than deficiencies and/or damages of the product’s appearance which would have been signed off upon delivery / collection as the case may be).

12.2 The product to be returned may be required to be inspected by FASE or the manufacturer / authorised dealer of the product to confirm that product has indeed failed to meet manufacturer’s standards. In such case, FASE shall have the right to require the customer to provide photo/video as proof and the defective product to us for further inspection.

12.3 In case you prefer not to proceed with an exchange as described under the Clauses above, you may return such product to us and apply the purchase amount to buy alternative product(s).

12.4 In exceptional case where we agreed with you, we will refund the amount you paid for the order in accordance with Clause 10.9 above.

12.5 This Policy is not applicable:

  • to product which has been registered on-line for warranty service provided by the distribution agent or the manufacturer of the product.
  • the product has or appears to have undergone repair or there is evidence that the product has been tampered with.
  • where there is lack of evidence of purchase from us.
  • where only the official receipt is available but not the product.
  • for refund request based on personal preference only.
  • If the product is sold under non-refundable category.

 

  1. 12-month Warranty Policy for purchase of Mobile Phone Case (“Warranty”)

13.1 The Claim Notification Period will not restrict and/or affect the extended warranty provided for purchase of mobile phone case from us.  We provide a one-time exchange of any mobile phone case within 12 months of purchase (the “Warranty Period”) if the mobile phone case you purchased has any abnormal defects that are not apparent or identifiable during Claim Notification Period.  For customised mobile phone case, we will remake / reproduce the product based on your order.

13.2 The mobile phone case being exchanged must be the same model / make. 

13.3 If the model of the mobile phone case originally purchased is no longer available, a new product of similar model, or like kind specifications and quality will be exchanged, to be determined by FASE at its sole discretion.  

13.4        Exchange and refund will not be accepted and no warranty shall apply if there is any alleged printing issue for customised mobile phone case that can be attributed to the size, quality and resolution of the content you upload.

13.5 The mobile phone case to be exchanged will be required to be inspected by FASE. FASE shall have the right to require you to provide photo/video as proof and/or return the defective mobile phone case for further inspection.

13.6 Mobile phone case purchased can be exchanged only once within the Warranty Period.  Notwithstanding the availability of this 12-Month Warranty programme for your purchase of mobile phone case, you are still entitled to an exchange under the 10-day money back guarantee policy if the mobile phone case you purchased fails to meet manufacturer's standards.

13.7 We reserve the right to refund the purchase amount to you if we are of the view that an exchange of the mobile phone case is impractical. 

13.8 This Warranty is not applicable:

  • Accidental or man-made damage to the mobile phone case after delivery / collection.
  • Any defects, printing peel off & deterioration resulting from normal aging or natural wear-and-tear.
  • damage from unusual or improper use / storage, including but not limited to corrosion, animal and insect infestation, fungal spoilage, gradual deterioration due to excess moisture and oxidation.
  • where there is lack of evidence of purchase from us.
  • where only the official receipt is available but not the mobile phone case.
  • the mobile phone case has or appears to have been tampered with.
  • for refund request based on personal preference only.
  • If the mobile phone case is purchased under the non-refundable category.

 

  1. Others

14.1 Title to the product shall remain vested in us until we receive full payment of the price for the product sold, and risk shall pass to you upon delivery / collection of the product (as the case may be).

14.2 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.

14.3 If we are in breach of these Terms and Conditions, we will only be responsible for any loss that you suffer as a result to the extent they are a foreseeable consequence to both we and you at the time of the sale and purchase transaction with you.