Terms Of Service
This TOS does not acknowledge any relationship between you and On Pedder (partnership, collaboration, employment, or otherwise). It does not entitle you to hold yourself as a representative of On Pedder.
If you have any comment about the Site or this TOS please contact our Customer Care team at email@example.com or +852 2118 3489.
If you are under 18, by registering for an account with us or otherwise using our Services, you agree that you have informed your parents and guardians about the TOS prior to such registration or use, and they have approved of such registration or use by you on the terms of the TOS. On Pedder reserves the right to only accept orders from you if you are aged 18 or over.
We will never ask you for your account’s password either in writing (via email or otherwise), in person or on the phone. In using the Site, you are responsible for: (i) safeguarding any passwords used to access your account and our Services, and (ii) all use of our Services under your account. Please take reasonable care in protecting access to your account from any unauthorized use. If you suspect that the security of your account has been compromised or if there is an unauthorised use of your account, please contact our Customer Care team at firstname.lastname@example.org or +852 2118 3489.
PROHIBITIONS AND FAILURE TO COMPLY
We may take actions against your account for activities including, but not limited to:
- Submitting material (including, but not limited to personal data, text, images, music or video) of which you do not have the full right to submit and/or grant license(s) (the “Submitted Content”).
- Using any technology to attempt to hide the use of multiple accounts or disrupt any of our Services in any way.
- Initiating communications that contain any unlawful, harmful, threatening, abusive, harassing, defamatory, vulgar, obscene, profane, hateful, or racially, ethnically or otherwise objectionable material.
- Advertising or sending unsolicited messages of any kind.
- Impersonating others or providing any kind of false information.
- Starting or forwarding chain letters of any kind.
On Pedder reserves the right to terminate any account at its sole discretion. We may send you an email to inform you of the termination of your account in such event.
All software and “Content” (which is defined as, or includes, any text, audio or music, video, graphics, photographs, and image) are the intellectual property of On Pedder and are protected by intellectual property and copyright laws and international treaty provisions.
The Site is for your personal and non-commercial use only. Any non-personal and/or commercial use of the Content is only permitted when expressly authorised by On Pedder and/or its third party licensors. You may not distribute, reproduce, publish, sell or license any Content contained within the Site without prior consent or authorization of On Pedder. Any such unauthorized actions may result in civil consequences or criminal penalties.
On Pedder reserves the right to withdraw or amend any item of the Services without notice. We will not be liable if for any reason the Site is unavailable at any time and for any period.
THIRD PARTY LINKS
The Site may include links to other websites or resources that are not operated or prepared by On Pedder. We have no control over such sites and resources and we will not accept responsibility for them or be liable for any loss or damage caused or alleged to be caused by or in connection with your use of them.
ELIGIBILITY TO PURCHASE
In order to place orders with us, you must meet our conditions of eligibility:
- Be aged 18 years of age or over;
- Be in possession of a valid Paypal account to make payment to On Pedder or otherwise be in possession of a valid credit/debit card issued by a licensed bank acceptable On Pedder for payment; and
- Providing personal and payment details that are warranted by you to be both valid and accurate (email address, real name, phone number, billing information and other requested information as indicated on the Site).
All orders are subject to stock availability and confirmation of the order price. Items in your shopping basket are not reserved and may be purchased by other customers.
The Site is for your personal use only. You may not purchase goods from the Site for reselling purposes or commercial exploitation.
On Pedder will endeavour to ensure that the Content and the product descriptions on the Site are as accurate and complete as possible. We, however, do not warrant that “Content” and product descriptions are accurate, complete, current or error-free. Please refer to our Returns policy if you feel a product offered by On Pedder is not as described.
Prices are shown on the Site in Hong Kong Dollars (HKD) in Hong Kong.
Prices displayed on the Site at the time your order is accepted will be honoured except in the case of obvious error. Whilst we use our best endeavours to ensure that all prices appearing on the Site are accurate, we do not guarantee that they are error-free and reserve our right to rectify any errors. If we discover an error in the price of any products that you have ordered, we will inform you as soon as possible and offer you the option of reconfirming or cancelling your order. If we are unable to contact you, we will treat the order as cancelled.
If your credit/debit card is not denominated in Hong Kong Dollars (HKD), the final price charged in your currency will be calculated by your issuing bank in accordance with the applicable exchange rate on the day your card issuer processes the transaction.
Taxes and duties applicable to your order depend on the shipping country of your order:
- Hong Kong SAR orders are not subject to taxes and duties.
- Orders from countries served on a Delivery Duty Paid (DDP) basis will incur relevant import tax and duty and will be included in the final purchase price. This one-step process is for your convenience. Please note that the import tax and duty charges would be passed to the relevant local Customs authorities and are therefore non-refundable in the event of a return or exchange. You will only be charged taxes and duties once for exchanges; will cover the cost of taxes and duties for the replacement.
- Customers placing orders from countries served on a Delivery Duty Unpaid (DDU) basis will only be charged for the price of the product(s) purchased (excluding taxes and duties) and the delivery costs. Customers will be responsible for the payment of all import tax and duties levied by the country to which the products are shipped and payment of the said tax and duties is necessary for the release of the products ordered from the Customs on arrival. Our courier, DHL, will contact customers about the details of any import duty to pay. We advise you to contact your local customs authority to determine the cost of import tax and duties of your order prior to your placing orders with us.
We accept payments made using a valid Paypal account or by Visa, MasterCard, American Express and JCB. Orders shipped to Hong Kong SAR can also be paid using major cards supported by China Unionpay (CUP).
By placing an order using a valid Paypal account or one of the above credit/debit card payment methods, you confirm that the Paypal account or credit/debit card account used is yours or that you have been authorised by the owner to use it. If Paypal or your card issuer refuses to authorise payment to On Pedder, we will not be liable for any delay or non-delivery.
For CUP payments, payments will be debited immediately when the order is placed. But your order will only be accepted until we send you an email to confirm the goods have been dispatched to you and your payment has been accepted. Please refer to “Acceptance of Your Order” section below for detail.
Our payment processes meet the security standards set down by Paypal and the Payment Card Industry (as the case may be) to make your shopping experience safe and secure. If you have registered an account on the Site and have decided to save your Paypal or card details with us, your details will be fully encrypted, solely used to process transactions that you have initiated and securely stored on our systems. In the absence of negligence on our part, we will not be liable for any loss you may suffer if any third party procures unauthorised access to any data you provide when using our Services.
ACCEPTANCE OF YOUR ORDER
Once you have entered your personal and payment details and placed your order, we shall send you an email acknowledging the receipt of your order. This email is only a confirmation of receipt of your order and does not constitute an acceptance of your order.
Your order will be accepted and the contract between you and On Pedder will be completed when we send you an email to confirm the goods have been dispatched to you. Only the goods listed in the confirmation email sent at the time of dispatch are included in the contract formed. All sales contracts are therefore concluded in Hong Kong SAR and are written in English.
On Pedder reserves its right not to accept an order for any reason at its sole discretion (including but not limited to any of the following reasons):
- The product you ordered is out of stock, or is withdrawn due to its failure to meet our quality standards or due to the shipping restrictions applicable to one or all of the ordered items.
- We are unable to accept your order due to a system error.
- We identify a pricing or product description error.
- We are unable to obtain authorisation for payment.
- You do not meet the eligibility criteria to purchase as set out in this TOS.
Our Customer Service team will contact you as soon as possible if we are unable to accept your order.
SHIPPING AND COLLECTIONS
We endeavour to dispatch all products ordered within 24 hours after the order has been placed and accepted by us. You will be given an indication of the estimated delivery time when you receive an email to confirm the goods have been dispatched to you. On Pedder’s teams will try their best to meet the estimated delivery but cannot guarantee that such estimate can be met. For the avoidance of doubt, On Pedder does not currently ship any products to Mainland China.
Alternatively, you may choose to collect the products ordered by you at the concierge desks of our Hong Kong SAR stores. You need to present the order confirmation number and your photo ID when the order is collected. If you cannot collect the products yourself, the photo ID of the person named as collector together with your written authorization should be presented when the order is collected.
You need to sign a confirmation of receipt of the products when the products are collected and by doing so, you accept the responsibility for the products ordered from that moment on. If the recipient or collector is not the original purchaser, or in case of delivery of a gift, then you accept that signature of the recipient or collector is evidence of delivery and fulfilment of your order by On Pedder. You also accept the associated transfer of responsibility in the same way.
RETURN & EXCHANGES
- Compliance with On Pedder Store Operations Policies
Any customer who violates On Pedder Store Operations Policies which can be found at https://portal.LCJG.com/supplier for Hong Kong SAR, abuses On Pedder Returns Policy (below) (including without limitation demonstrating a high incidence of returns of merchandise (“Merchandise”) after purchase), or engages in inappropriate behaviour (including without limitation abuse of On Pedder staff), or illegal activities (including parallel importing or passing off of Merchandise purchased at On Pedder) may suffer the following consequences:
- The customer may be blacklisted by On Pedder;
- On Pedder may not accept future orders from the customer in-store and/or online;
- On Pedder may decline the customer’s request to return or exchange any Merchandise;
- If the customer is a holder of the Privilege Cards, he/she may be disqualified from the Privilege Programme; or
- If the customer is not a holder of the Privilege Cards, he/she may be barred from joining the Privilege Programme.
The decision as to whether a customer has violated On Pedder Store Operations Policies or abused On Pedder Returns Policy (below) or engaged in inappropriate behaviour remains within On Pedder’s sole discretion and its decision shall be final. Suspected illegal activities will be referred to On Pedder’s legal department for further investigation and action.
- Returns or Exchanges
Unless otherwise stated, this Returns Policy applies to both in-store purchases and online purchases.
Merchandise may be exchanged (subject to stock availability) or returned within 7 days of purchase provided that:
- all tags, certificates, warranties, care instructions, product labelling, authenticity cards, extra buttons, hangers, dust bags and boxes (in the case of shoes) are intact and returned together with the Merchandise;
- the original invoice is presented;
- in the case of returns or exchanges of online purchases returned or exchanged in store, the order confirmation number of the online purchases is presented;
- the Merchandise does not fall within the category of “Excluded Items” as defined below;
- the Merchandise is in Sellable Condition as defined below; and
- a completed returns form is presented.
Returns or exchanges outside 7 days of purchase or receipt of Merchandise (as the case may be) may be accepted at the sole discretion of On Pedder.
For online purchases, all returns must be sent to our On Pedder store at 1st Floor, New World Tower, 16-18 Queen’s Road Central, Central, Hong Kong via DHL Express at the customer’s own costs. Customers will take full responsibility for the returns if they do not send the Merchandise via DHL Express. On Pedder reserves the right to refuse returns that are not made via DHL Express.
IMPORTANT NOTE: Please include a completed returns form with your returned package so we can identify your order. Your returns form is included in your order. If you cannot locate your returns form, please contact our Customer Care team at email@example.com or +852 2118 3489.
- Sellable Condition
“Sellable Condition” means that the Merchandise is still in its original packaging with the original labels, garment tags, price tags and return tags still attached; that the Merchandise is unworn, unused, unwashed, unaltered and in the condition originally sold; and that the Merchandise is not damaged or soiled in any way. Without prejudice to the generality of the foregoing, the additional conditions below apply to specific categories of Merchandise:
Shoes should be returned unmarked and in their original, undamaged shoe box and dust bag as this is considered part of the Merchandise. Shoes that are returned without a dust bag and box, in a damaged dust bag or box or with marked, scratched or dirty soles may not be accepted, and may be sent back to the customer.
Bags should be returned in a new, unmarked, unused and undamaged condition with protective strips on hardware intact and dust bags if provided on delivery.
Merchandise should be returned in a new, unmarked, unused and undamaged condition.
Skincare, cosmetics, hair care, fragrance, nail and aerosol products should be returned unused, unopened, in the original packaging.
- Lingerie & Swimwear
Lingerie, men’s underwear, swimwear and all items of a similar nature should be tried on over underwear, without removing the protective adhesive strip. Returns or exchange will not be accepted if this strip has been removed or if items are soiled.
These items are delivered in sealed packaging and should be returned seals intact and unopened otherwise they will not be accepted for return.
- Limited-Edition Products and Books
As these items are highly collectible, returns will not be accepted if the protective cover and packaging have been removed.
- CDs, DVDs, Videos, Tapes or other Recording media, Software, Digital Accessories, Luxury headphones, headsets, Men’s Luxury Accessories
These items are delivered in sealed packaging and should be returned with seals intact and unopened otherwise they will not be accepted for return.
The decision as to whether the Merchandise is in Sellable Condition remains within On Pedder’s sole discretion and its decision shall be final.
For returns of online purchases, if On Pedder receives a return that cannot be accepted, the customer has the option either to collect the Merchandise again from one of On Pedder Stores or to have the Merchandise re-shipped to the customer at his/her sole cost.
- Excluded Items
No return or exchange will be accepted for the following items which are defined as “Excluded Items” for purchases in store: Merchandise that is not in Sellable Condition; fine jewellery, vintage jewellery, watches, vintage watches, pillows, mattresses, fur, bespoke or made-to-measure Merchandise, custom orders, vintage Merchandise, antiques, unique and fragile Merchandise, Merchandise invoiced as “no refund” or “no return no exchange”, Pre-sale, Sale or Aged Stock Merchandise invoiced as “no return no exchange” or sold “as is”, perishable goods, including food, beverages, flowers, plants (including the vases/pots/vessels in which the flowers and plants are planted) and hampers, Apple Merchandise, Lane Crawford On Pedder Gift Cards (“Gift Card”), and items subject to Environmental Levy on Plastic Bags.
No return or exchange will be accepted for the following items that are defined as “Excluded Items” for purchases online: goods that are not in Sellable Condition, perishable goods including food, beverages, flowers, plants (including the vases/pots/vessels in which the flowers and plants are planted) and hampers, items subject to Environmental Levy on Plastic Bags and any other item excluded from return or exchange for online purchases by prevailing laws from time to time.
The only exception permitted in the case of Excluded Items is in the case of faulty or damaged items (“Defective Merchandise”). In this case the Merchandise will be returned to the Supplier or for independent assessment by a third party to determine whether the Merchandise is defective. Merchandise damaged as a result of fair wear and tear will not be accepted as defective. If the Merchandise is determined to be Defective Merchandise, the customer will be entitled to repair or full refund as appropriate within the circumstances at the sole expense of the Supplier. On Pedder will use its best efforts to secure such repairs or refund on behalf of the customer but accepts no liability whatsoever howsoever arising for the defective items supplied by the Supplier.
In On Pedder’s sole discretion, the original purchase amount will be credited to the credit/debit card used by the customer for purchase of the Merchandise or any designated account in the same name of the customer for all refunds for in-store and online purchases (as the case may be).
For refunds for online purchases, initial shipping, taxes and duties will not be refunded unless the Merchandise is defective in which case a full refund will be made subject to inspection and compliance with the policy under “Return of Defective Merchandise” below.
Refunds for Merchandise purchased with a Gift Card will be credited back to the existing Gift Card of the customer. Cash refunds are not available for either in-store or online purchases.
If any voucher has been redeemed for any in-store or online purchase, only the transaction amount net the value of the voucher will be refunded.
- Return of Defective Merchandise
For in-store purchases, any Defective Merchandise must be presented at the relevant counter of purchase at On Pedder with the original invoice within 7 days of purchase and must be photographed by On Pedder staff on receipt and return to the customer. Customers must sign a waiver to indicate their acceptance that On Pedder assumes no liability in respect of the Defective Merchandise but will present it for inspection to the Supplier or an independent third party for assessment. This procedure is known as the “in and out waiver” procedure.
For online purchases, customers should contact On Pedder in respect of any Defective Merchandise immediately by contacting the Customer Care team at firstname.lastname@example.org or +852 2118 3489. Shipping, tax and duties on the Defective Merchandise will not be charged. On Pedder reserves the right to request photographic support regarding Defective Merchandise before authorising a return. If requested, the customer shall sign a waiver to indicate their acceptance that On Pedder assumes no liability in respect of the Defective Merchandise but will present it for inspection to the Supplier or an independent third party for assessment.
Customers may present Merchandise that has been damaged after purchase for repair by the Supplier at the customer’s sole cost provided that the customer agrees to accept On Pedder’s “in and out waiver” procedure pursuant to which the customer signs a waiver to indicate their acceptance that On Pedder assumes no liability in respect of the damaged Merchandise but will present it for inspection to the Supplier for assessment for repair and quotation for the customer’s approval and at the customer’s sole cost. On Pedder will only undertake repairs requiring replacement of spare parts for current season Merchandise purchased from Ladies Shoes and Accessory departments.
Unless as otherwise set out under the applicable laws and regulations, customers are permitted to exchange Merchandise other than Excluded Items (for in store purchase) for a different size in the same colour and style based on stock availability. If the customer selects Merchandise of lower value than the original Merchandise purchased then in On Pedder’s sole discretion, the price difference will be credited to the credit/debit card used by the customer for purchasing the Merchandise or any designated account in the same name of the customer (as the case may be).
For exchanges of online purchases, shipping, taxes and duties on size-exchange replacements will not be charged after the initial delivery.
- Gift Returns
Merchandise that has been purchased as a gift (“Gift”) may be exchanged or returned within 7 days of purchase provided that:
- all certificates, warranties, care instructions, product labeling, dust bags and boxes (in the case of shoes) are intact and returned together with the Gift;
- the original gift receipt is presented;
- the Gift is in Sellable Condition; and
- the Gift does not fall within the category of Excluded Items.
Returns or exchanges outside 7 days of purchase shall be accepted in the sole discretion of On Pedder.
In On Pedder’s sole discretion, the original purchase amount will be credited to the Paypal account or credit/debit card (as the case may be) used by the customer for purchase of the Gift or any designated account in the same name of such customer for all refunds for in-store and online purchases (as the case may be).
- Returns and Exchanges of Merchandise Purchased in Store and Delivered to Customers
To return or exchange Merchandise that have been delivered at a pre-arranged delivery time, for example large or bulky goods or furniture, please contact our Customer Care team at email@example.com or +852 2118 3489 to arrange collection or replacement. On Pedder reserves the right to make a charge of up to HKD1000 (or such other amount at its sole discretion) to cover the collection cost, which will be deducted from the amount to be refunded, except when the Merchandise is defective. Customers will be notified of this amount at the time of cancellation.
- Contact Us
Please contact Customer Care team at firstname.lastname@example.org or +852 2118 3489 regarding questions about this Returns Policy.
Nothing in the TOS is intended to affect your rights under the Laws in Hong Kong SAR.
Views expressed in any media by the designers, companies or third parties, whose products are sold at our stores or on the Site or with whom we are associated, are their own. On Pedder takes no responsibility for any such views as they do not necessarily reflect ours.
On Pedder does not guarantee that the use of the Site and Services will be error-free or that the Site or the servers that make it available are free of viruses or other harmful components. We recommend all users of the Site to ensure they have up-to-date software, including anti-virus, installed.
Some events may happen beyond our reasonable control, such as adverse weather. Under such conditions, On Pedder will always do its best to aim at maintaining its Services but will not be responsible for failing to meet any obligations in this TOS.
INDEMNITY AND WAIVER
At our request, you agree to compensate us fully and hold us, On Pedder (including its officers, directors, agents, affiliates, licensors, and suppliers), harmless from and against all liabilities, claims, expenses, damages and losses, including legal fees, arising from any breach of the TOS by you. This includes the use of the Site by any other persons using your account caused by your action or inaction.
If you breach the TOS and we take no action against you, it is no wavier for us to exercise our rights and remedies in any other situation where you breach the TOS.
We have our complaints handling procedure that we will use to try to resolve any disputes when they first arise. Please contact our Customer Care team at email@example.com or +852 2118 3489 for any order related complaints or comments.
On Pedder respects the intellectual property of others. If you have reason to believe your work may have been used in the Site without your permission, please contact us following this complaints handling procedure.
GOVERNING LAW AND JURISDICTION
The TOS, together with all our policies and procedures, are governed by and construed in accordance with Hong Kong SAR law. The relevant courts of Hong Kong SAR will have exclusive jurisdiction in the event of any dispute or claim associated with these TOS.