FAQs & TERMS/CONDITIONS
PAYMENT METHODS
ON OUR SITE
We use PayPal for payments . PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL). This means that your payment card details are encrypted. You can choose which service provider to use by clicking the dropdown box on the payments page.
We take all reasonable care to keep the details of your purchase and payment secure but we will not be liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from this website.
By making an offer to purchase an Item, you expressly authorize us to perform credit checks and, where we feel it’s necessary, to transmit or obtain information about you from third parties from time to time, including confirming your identity and validating your credit card.
Customers outside Hong Kong may also be liable for any import duty, tax, quotas, permits, product restrictions and other local requirements. Before placing an order, we suggest you verify what local requirements may apply to you.
IN OUR STORE
We accept all major credit cards using HSBC Global Payments. We also accept EPS, cheques (by prior arrangement) and cash of course!
WHAT ARE YOUR OPENING HOURS?
We are open at our store in Wan Chai Monday to Sunday, 11-6. Our showroom in Ap Lei Chau is only open by appointment. Of course, you can shop online 24/7. Please check our Facebook page, for any changes to opening hours beyond our control or due to holidays. These changes will be advertised in advance. Otherwise, feel free to call 5699 6882 or email orders@eclectic-cool.com
REFUND AND CANCELLATION POLICY FOR ONLINE SALES
Cancelling Your Order Before Dispatch
If, for any reason, you wish to cancel an order before the Item has been dispatched, please contact us on orders@eclectic-cool.com or use the contact tab on this page. Please note however that requests for cancellations sent via email may not be actioned immediately which may result in the order being dispatched.
Returns and Exchanges Policy
We want you to be completely happy with your purchase. If an Item is not what you expect or you have simply changed your mind, then you may return the Item to us for an exchange.
An Item will only be accepted for an exchange if the following conditions are met:
- You contact us at orders@eclectic-cool.com or use the contact tab on this page
- We will send you a refund form which must be returned to us at your expense prior to the dispatch of the returned item.
- The Item is returned to us in a saleable condition tags on, unused, unwashed, in the original packaging.
- The Item is returned to us at your expense within 7 days of your receipt.
Please ensure that any returned Item is securely repackaged. We recommend that you use an insured registered mail service as returns not received by us cannot be exchanged or refunded.
Large items shipped internationally are unable to be returned or refunded.
All postage costs for exchanges will be your responsibility [except where you have returned an Item to us because it is damaged in transit].
Please note
- We are not able to accept “change of mind” returns on pierced jewellery, swimwear, underwear
- We are not able to accept returns on Items that have been made or prepared according to your specifications, for example personalised, customised or “made to order” Items (except where these Items damaged in transit).
- We are not able to accept a return, exchange or refund on those goods that have been specially ordered.
- Gift cards and Items marked "Sale" (or similar), “Sample” or “Seconds”, are unable to be returned to us for an exchange or refund.
Damaged or Faulty Items
We carefully check each Item before sending and we package each Item with care. If your parcel appears damaged or opened upon receipt, ensure that this is noted with the carrier before signing for your parcel.
In the unlikely event that you receive an Item that is damaged in transit, please contact us first on orders@eclectic-cool.com or use the contact tab on this page within 2 days of your receipt. Please return the Item to us in its original packaging, unused, unwashed and with tags on within 3 days and we will arrange a replacement for you.
Method of Refund
We normally provide any refund using the same method originally used by you to pay for your Item. Please allow up to 28 days (from the day you return the Item to us) for your refund to be processed. Note that it may take a further few days for the money to appear in your account depending on your bank or card issuer.
Orders made in the store
We endeavour to keep prices accurate but they may be subject to price increases from the supplier or printer’s error. Product prices for orders are subject to confirmation from the suppliers. Products are subject to availability from the supplier. Availability will be confirmed once the supplier has been contacted. Price does not include shipping or installation. If suppliers are unable to supply product/if we are unable to ship the product for any reason, or price has increased, and a deposit has been made, we will refund the deposit in full by the method the deposit was paid.
CREDIT AND CANCELLATION POLICY FOR STORE SALES/ INTERIOR DESIGN
Eclectic Cool Limited is a Registered Trading Name of Eclectic Cool. Goods remain the property of Eclectic Cool Limited until paid for in full. By transacting with Eclectic Cool Limited, you agree to abide by our terms and conditions outlined below. We reserve the right to amend our terms and conditions at any time and reserves the final decision in case of dispute.
Direct payments are accepted by funds transfer to HSBC 848-096343-001.
Account name: Eclectic Cool Limited.
Please include this document reference in your transfer.
TERMS OF SALE:
Items should be returned unused and in its original packaging.
Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or a exchange/credit refused.
We do not give credits or refunds for custom-made items or special orders.
We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending. Credits will be issued within 14 days of receiving the returned goods.
Eclectic Cool Limited can amend the Terms and Conditions from time to time and reserves the final decision in case of any dispute.
DELIVERY TERMS:
If out of stock, standard lead time is 8-12 weeks. Lead-time will be advised for nonstandard products.
Confirmation of lead-time is subject to final order. Delivery dates are subject to availability of materials from other suppliers.
Eclectic Cool Limited will not be liable for claims arising from delay in delivery due to strikes, accidents, unavailability of materials or events beyond the reasonable control of the company. Installation is quoted on the basis that the site is free of other trades other than those providing services to the furniture. Site must be clear and free from obstruction and unrestricted lift facilities must be available at no charge. An additional delivery charge may be payable if there is no lift access.When a customer requests delayed delivery beyond the delivery date that has been acknowledged, the order will be held free of charge for 48 hours. After that period, the customers will be invoiced for warehousing at a rate not less than 2% per month, based on the invoice value of the items held by Eclectic Cool Limited, with a minimum storage charge assessed by the company at its sole discretion. At the same time the customer will be invoiced to 90% for the products held by Eclectic Cool Limited and risk will pass to the customer.
CLAIMS POLICY:
Please choose carefully. Eclectic Cool Limited does not refund for incorrect choice.
All Eclectic Cool products are carefully inspected prior to shipment. Customers should similarly inspect all items at the time of delivery or installation.
Claims for damage in delivery must be recorded at the time of delivery.
Eclectic Cool will not accept claims for: Damage resulting from storage by the customer or by Eclectic Cool on behalf of the customer; Damage resulting from accident, alteration or misuse after delivery;Textile fade or wear under normal use; Dissatisfaction with colour, grain, veining or texture of wood, marble and leather because of natural variations over which Eclectic Cool has no control.
Products that are either faulty; have been wrongly described; are different from a sample you have been shown; may be exchanged or credited within 7 days. A copy of your original invoice receipt will be required for all credit, exchange and warranty repair requests.
We do not give credits or refunds for custom-made items or special orders. If a special-order or custom-made item is faulty, we will repair or exchange the product.
CANCELLATION TERMS:
In the event that this agreement shall be cancelled, then a minimum fee of 10% of the contract prices shall be payable on cancellation, provided that the manufacture of the goods has not commenced and that no expenditure or expense has been incurred by Eclectic Cool Limited. When production of the goods has commenced at the time of cancellation, then the client shall be liable for the payment of the costs of production or expenses up to the date of cancellation plus payment of loss of profit and damages suffered by us as a result of such cancellation.
INTERIOR DESIGN TERMS AND CONDITIONS:
Please see our terms and conditions on our site Studio Eclectic Cool.
It outlines our operating terms and conditions and contains a link to our standard agreement.
