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Shipping & Returns

  1. Shipping and Shopping

    The information contained within this document relates to the Phenomé Hong Kong online store located at www.phenome.hk, operated by Y Not Organic Ltd. and trading as Phenomé, hereinafter referred to as "Phenomé” or "Shop”. (“Terms of Trade”).

    Please read these Terms of Trade carefully as they contain important information including warranty disclaimers and limitations of liability.

    These Terms of Trade incorporate the Terms of Use, the Phenomé Privacy Policy and any other legal notices on the website. By purchasing any product from this website you consent to these Terms of Trade.

  2. Definitions and Application

    1. In these Terms of Trade, "Phenomé" means Y Not Organic Ltd. trading as Phenomé, 'you' means the organization or individual who is ordering product on the website, and the "Products" means the Phenomé products which may be ordered on the website.

    2. These Terms of Trade apply to any purchase of any Products by you from this website.

  3. Shipping Fee

    The Shipping Fee for delivery within Hong Kong will be as below:

    1. Product Subtotal is HKD 500 or greater:
      Free of charge for delivery via Smart Post Service by Hong Kong Post or S.F. Express
    2. Product Subtotal is less than HKD 500,
      HKD50 shipping fee will be charged to customer.
  4. Delivery

    The Delivery time will be:

    Where the Order is to be delivered to a Hong Kong address, Phenomé will use reasonable endeavours to deliver the Order within 5 working days (Monday-Friday excluding official public holidays) from the date the Order was submitted by you and confirmed by Phenomé.

    Phenomé will NOT arrange delivery to out of service area in Hong Kong listed below:

    SHA TAU KOK (inside restricted area) 沙頭角(禁區內)
    TA KWU LING 打鼓嶺
    MAN KAM TO 文錦渡
    MAI PO 米浦
    LOK MA CHAU 落馬洲
    CLOSED AREA 禁區
    LO WU 羅湖
    PO TOI 蒲台
    TUNG LUNG CHAU 東龍洲
    GRASS ISLAND 塔門
    CROOKED ISLAND (KAT O) 吉澳
    TUNG PING CHAU 東平洲

  5. Orders

    1. To submit an order for Products (Order), you need to:

      Option 1 (recommended)

      Step 1. create an account with Phenomé on this website by registering your contact details;

      Step 2. complete and submit the online order through your Phenomé account.

      Option 2:

      Purchase Phenomé as a “guest” without register as Phenomé member

    2. Phenomé reserves the right to refuse any Order. In such case, Phenomé will notify you as soon as reasonably practicable and refund to you any payment in full.
    3. All products available on the Site, and any samples thereof we may provide to you, are for personal use and gifting only. You may not sell or resell any of the products or services, or samples thereof, you purchase or otherwise receive from us. We reserve the right, with or without notice, to cancel or reduce the quantity of any order to be filled or products or services to be provided to you that we believe, in our sole discretion, may result in the violation of our Terms and Conditions. Phenomé also reserves the right to take legal action against unauthorised and unofficial sale of our products.
    4. Total amount per order is restricted to no larger than HKD 5000.  
  6. Prices and Payment

    1. All prices on the website are in Hong Kong dollars. Prices are subject to change without notice.
    2. The amount payable to Phenomé for an Order (Order Amount) will be the total of the following amounts:
      1. the sum of the price of each Product ordered as indicated on the website at the time of submitting the Order (Product Subtotal);
      2.  the cost of delivery determined in accordance with Delivery stated above, and
      3. You must pay the Order Amount at the time of submitting the Order. Phenomé accepts Visa, Master card, Paypal and Alipay.
  7. Liability

    1. Without limiting Phenomé's legal rights arising from any failure by you to make a payment in accordance with these Terms of Trade, Phenomé reserves the right, in its absolute discretion, to take any of the following actions against you if you fail to make such a payment:
      1. withhold supply and dispose of the Products requested in the Order, and/or
      2. refuse to deal further with you, and Phenomé will not be liable to you for any loss or damage directly or indirectly resulting from any such action.
    2. Subject to clauses 7.2 and 7.3 of this section and to the fullest extent permitted by law, the Products are sold and information is rendered to you on the understanding that you have sole responsibility for determining the suitability of the Products for the purposes for which you intend to use them.
    3. Subject to the following "No Warranty" clauses and to the fullest extent permitted by law, the liability of Phenomé for any loss or damage suffered by you as a result of Phenomé breaching its obligations under these Terms of Trade or other tortious duty (including arising by reason of defects in the Products) is limited to a refund or replacement of the relevant Products.
  8. No Warranty

    1. Subject to the following clauses and to the fullest extent permitted by law, Phenomé gives no warranty in respect of the Products.
    2. For consumers the Products come with non-excludable warranties and guarantees under consumer protection legislation, such as that Phenomé is the rightful owner, the Products are reasonably fit for their usual purpose, are of acceptable quality, and match any description or sample. If Phenomé breaches any of these non-excludable warranties or guarantees, you are entitled, at your option, to a refund or replacement of the relevant Products, and to compensation for any reasonable foreseeable loss.
    3. You may also have express rights of action against Phenomé under consumer protection legislation if Phenomé supplied defective Products to you that cause you injury, loss or damage.
  9. Refunds and Returns

    To return any items, please contact via email cs@phenome.eu to get an exchange reference number.

    1. Phenomé accept your products purchased via www.phenome.hk for exchange within 7 days of receipt (based on the delivery record) if you have the following situations:
      • Any products that is damaged in the delivery process;
      • Any products that is not your purchased item or missing;
      • Any products that is expired when received;
    2. Phenomé offers exchange if you feel allergy with the products purchased in Phenomé Online Boutique if you can provide the following proves:
      • A medical report from the Grade 2 or above demological hospital must be provided
      • The date of the medical report should be within 3-month of receipt (based on the delivery record) 
      • The result must be proven that the effect is caused by using the product in the medical report.

      Phenomé will arrange the refund and responsible for the shipping fee of product return according to the above situations.

    3. We will issue a product exchange for any full priced unopened merchandise that is returned within 7 days of delivery date.
    4. All products to be exchanged must be accompanied by original delivery receipt and an exchange reference number provided by Phenomé customer service via email cs@phenome.com.eu
    5. No return nor exchange if any products that are free gifts to customers, or has been opened or used, is not in its original conditions, is damaged, or its missing parts.
    6. No return nor exchange for sample, mini size and travel size products.
    7. Each item can only be exchanged once.
    8. No refund except for the allergy case described in 9.2

    Orders are returned to Phenomé as incorrect address, a PO Box and hotel address, failed delivery attempts, refuse to pay tax / refuse to provide ID copy / unable to make import declarations or parcel refused by recipient.

    Please allow 3-6 weeks from the day you return your package for your request to be processed. You will be contacted once your return is completed. When the delivery agent returns an undeliverable package to Phenomé, Phenomé issue a refund by reducing the original shipping fee. Phenomé can re-ship orders that are returned as undeliverable or unclaimed. However, customers will be charged for resend shipping fee based on the original shipping method used for your purchase.

    Phenomé is not responsible for damage after delivery.

    If the product is out of stock, Phenomé will contact customer within 7 days after receive the products returned by customer.

    Phenomé reserves the right of final decision in case of any dispute.

  10. Force Majeure

    If Phenomé is delayed or hindered in or prevented from performing any of its obligations under any Order by reason of any event or circumstance beyond its reasonable control, Phenomé will have no liability to you in respect of such non-performance and the time for performing the same will be extended until the event or circumstance has ceased.

  11. General

    1. If any provision of these terms is found by a court of competent jurisdiction to be invalid, such term shall be severed and the remaining terms shall be unaffected (in this instance the parties shall use reasonable endeavours to negotiate a suitable substitute provision).
    2. Subject to clauses 7.2 and 7.3 under Liability section and to the fullest extent permitted by law, these Terms of Trade together with the Order (as accepted by Phenomé), the Terms of Use and any other legal notices on the website and Phenomé's Privacy Policy constitute the whole agreement between the parties and supersede all prior discussions and agreements between them.
    3. Orders and these Terms of Trade will be governed by the laws applying in the Hong Kong Special Administrative Region, and the parties irrevocably submit to the exclusive jurisdiction of the courts of the Hong Kong Special Administrative Region, and the courts competent to determine appeals from those courts, with respect to any proceedings that may be brought at any time in relation to these Terms of Trade.
    4. In case of dispute, the English language version of all Terms and Conditions shall precede the Chinese language version.