Terms and Conditions of purchase order
Terms and Conditions of purchase order
- The products will be delivered within 14 working days, our company will call the customer to make an appointment beforehand; the customer can postpone the delivery but the delivery must be arranged and completed no later than 30 days after the sales order date, otherwise, an extra storage fee will be charged. The delivery hours are between 11:00 am to 6:00 pm from Monday to Saturday. No delivery services shall be available on public holidays, when typhoon signal No. 8 or above is hoisted or when the black rain signal is in effect, whereupon delivery shall be subject to rescheduling.
- The delivery service of accessory only covers Hong Kong Island, Kowloon, and New Territories, no delivery service shall be available for Tung Chung, Ma Wan, Discovery Bay, outlying islands and P.O. Box Addresses. The delivery service of furniture only covers Hong Kong Island, Kowloon, New Territories, Tung Chung, Ma Wan and Discovery Bay, no delivery services shall be available for outlying islands. For delivery to a location far away from a parking area or without elevator service or the goods is required to be hoisted outside the building, delivery surcharges shall be paid by cash to our delivery staff upon delivery. Please refer to the “Special Service Charge Table” for reference.
- For designated furniture or accessory items, customers can choose to self-pick up in at.home Showroom, and the company will call the customer to make an appointment.
- The basic assembly fee is HK$150 per item except for lighting products (an extra cost of $300 will be charged for wall services). Customers can choose to assemble it themselves. If assembly service is required, the delivery service must be used at the same time. Please refer to the “Special Service Charge Table” for reference.
- The customer or the customer’s authorized representative should be present at the time of delivery to inspect the goods. The customer or the customer’s representative has the right to cancel the order upon delivery prior to the departure of our delivery staff without any reason or payment, except the Special Delivery Service Charges (if applicable). The customer can choose to pay by credit card in this online shop. If the customer pays by credit card, the refund, after deducting the Special Delivery Service Charges (if applicable) will be returned through the customer’s credit card account;
- For delivery failures due to customer’s fault, including but not limited to, incorrect inputs of delivery address or contact details, or the failure of the customer to receive the goods at the appointed time, the customer must bear the extra delivery cost of $300 and the Special Delivery Service Charges (if applicable), which shall be paid by cash to our delivery staff upon the next delivery.
- Rescheduling of prior delivery appointment shall be made no later than 12:00 noon on the working day immediately prior to the scheduled delivery date by calling the customer service hotline (852) 2831 8038; otherwise, the customer needs to bear the extra administration fee in the sum of $300, which shall be paid by cash to our delivery staff upon the next delivery. (Working Days: 9:00 a.m. to 1:00 p.m., 2:00 p.m. to 6:00 p.m. from Monday to Friday except for Public Holidays).
- For any damages of the products during delivery, our customer service representative will follow up and arrange exchange or refund; at home reserves the right of final decision in case of any dispute.
- For old furniture disposal service, please refer to the “Old Furniture Disposal Service Charge” for details. The service charges should be paid by cash to our delivery staff upon delivery.
Online 7-day free refund or exchange
Returns and replacement terms
- If you are dissatisfied with the purchased furniture or household goods, you may bring the goods with the original packaging, together with the invoice, to the at.home store for replacement or refund within 7 days after delivery.
- For on-site collection service, we will charge HK$250 ( Hong Kong Island/ Kowloon/ New Territories) or HK$500 ( Tung Chung/ Ma Wan/ Discovery Bay). If the collection location is far from parking place, or no direct elevator service is available and thus requires delivery through stairway or hoisting service is required, you will be charged an additional service fee. The customer must pay the fee in cash to the delivery person at the time of delivery. Please refer to “Special Charges” for the charges. .
- This replacement and refund arrangement is not available to goods that have been used. All goods must be kept in good condition with original packaging.
- The refund will be made according to original payment method. If you are paying by credit card, you will need to bring the credit card used for refund.
- Only the price of the good is refundable, but not service or other charges.
- All discount items can only be exchanged for other items at the same or higher price (customers are required to pay the difference in the price of goods).
- In case of any dispute, the Company reserves the right of interpretation and final decision.
Other Terms and Conditions
- The stock inventory may not be updated in real time. Some of the products may be out of stock even though the transaction has been completed. For out-of-stock items, the amount paid will be fully refunded.
- All the personal information provided by the customer will not be disclosed and will only be used for transaction purposes. If the customer chooses to accept marketing information from at.home, we will send the promotional messages or product information to the customer by SMS/MMS or email. If the customer decides not to accept these kinds of promotional messages in the future, he/she can cancel the registration through email firstname.lastname@example.org