Ordering instructions
- 1. The online store only accepts billing addresses for designated delivery in Hong Kong.
- 2. When you order products from us, you agree to make a shopping request to Not Only Protein in accordance with these terms and conditions. Once we receive your order, we will notify you and confirm receipt of your order. This reply does not mean that we have accepted your order. If we are unable to provide any ordered products or services, or if there are payment problems with the credit card you use or any other reason, we have the right to refuse to accept the order. If we are unable to provide any product or service on your order, we will notify you by phone or email.
- 3. After your order request is accepted by us, we will confirm the acceptance of the order with you and notify you of the time and date of delivery/pick-up at the designated physical store.
- 4. If the gifts included with the goods you ordered have been shipped out, we will notify you of the situation. You have the right to accept another gift we suggest, choose to cancel the order, or continue to purchase the product.
- 5. Once the order is confirmed, you cannot change other colors, styles or products unless we agree.
- 1. You can pay the additional fee specified by us to enjoy the delivery service and deliver the goods to the specified delivery address.
- 2. Delivery service is limited to fixed addresses, and the service area includes Hong Kong Island, Kowloon, New Territories, Tung Chung, Discovery Bay and Ma Wan. Please contact Not Only Protein Customer Service Department for details on delivery service arrangements.
- 3. The delivery service is not applicable to non-fixed addresses, border restricted areas, outlying islands, warehouses, and locations where delivery cannot be done via stairs but requires entering the house via the balcony.
- 4. If there is no direct lift to the delivery address, we will charge additional service fees based on each floor, except underground. For particularly large items and other charges, the deliveryman will collect cash. Please contact customer service for details of additional charges.
- 5. Delivery service hours are Monday to Friday, excluding Saturdays, Sundays and public holidays.
- 6. After you submit your order in the e-store, if the order is accepted by us, we will confirm the delivery time and date with you. However, due to delays in the bank's approval of the credit card you are using, the delivery date will be adjusted accordingly. The delivery person will call you before the goods arrive. Please check whether the ordered goods are complete, and the recipient will write the name and signature on the delivery note to confirm receipt of the goods.
- 7. All delivery dates and times are estimated delivery dates and times. Not Only Protein is not responsible for any loss or damage you may suffer due to delivery delays.
- 8. If you need to change the delivery address, date and/or time, add additional purchased goods and request delivery together, or change the purchased goods, you must notify Not Only Protein customer service at least 24 hours before delivery ( Monday to Friday 9:00 am to 6:00 pm (excluding Saturdays, Sundays and public holidays) or contact us through the designated method of the electronic store to make arrangements.
- 9. If the delivery man fails to complete the delivery and sign for the delivery due to security issues or other reasons at your registered delivery address, we have the right to require you to pick up the goods directly at our company address without making delivery arrangements. .
- 10. In case of any dispute, we reserve the final decision-making authority.
- 1. In general, we do not accept any product exchanges or order cancellations.
- 2. When receiving the goods (including delivery or self-pickup), you must immediately check whether the ordered goods are damaged and complete. If you find that the product you ordered is damaged, you can call our customer service department to arrange for a replacement.
- 3. If we agree that you have the right to replace the product, but the requested product has been sold out, we will refund the relevant money to you.
- 4. Please present us with the relevant electronic receipt before accepting product exchange.
- 5. We have the right to refuse to replace goods that have been signed for due to appearance problems. If the gift given is damaged, we will arrange for a replacement as soon as possible.
- 6. If you find that the goods do not meet your requirements:
- i) Before delivering the products, we may at our discretion replace the type of goods for customers;
- ii) After the product is delivered (but the package has not been opened), we can provide that the customer pays 30% of the original product selling price as a handling surcharge and the price difference between the original product and the replacement product (if any). Replace other goods for customers as appropriate;
- iii) After the product is delivered and the packaging has been opened, Not Only Protein will not arrange product replacement. Replacement items must be returned with complete packaging.
- 7. The replacement goods must be free from damage, destruction, and any signs of water exposure.
- 8. The goods must be returned together with all the gifts included with the purchase, otherwise we will deduct the value of the gifts from the refund.
- 1. When you or your designated recipient receives the ordered goods, you are responsible for inspecting the goods for defects and/or damage.
- 2. If you find that the product quality does not meet the general conditions (such as mold, damage, etc.) within 10 days after receiving the goods, we guarantee to replace the same product or refund.
- 3. Products for replacement or refund must be inspected by Not Only Protein staff to confirm that the product quality is not in compliance with normal conditions. Not Only Protein reserves the right to make the final decision.
- 4. If you are still not satisfied with the product after exchanging according to the above 2 points, you can return the product and apply for a refund.
- 5. Under special circumstances, after consultation with your customer service department and with our consent, we will refund the money involved in online shopping to your credit card bank account (it will take about 4-6 weeks).
- 6. This policy does not apply to:
- i) Products lacking not only protein shopping receipts.
- ii) Have Not Only Protein shopping receipt but lack of products.
- iii) Products requested for exchange or refund based on personal preference.
- iv) If the product falls into the non-refundable category, we will not accept the customer's refund request.
- 1. Until the customer pays the full payment for the product, we will retain the property rights to the relevant product, and the relevant risks will be deemed to have been transferred to the customer when the relevant product is delivered to the customer.
- 2. Under no circumstances will we be responsible for any loss of income (whether direct or indirect), profit or any indirect or consequential loss caused by your transactions with us.