Latest effective date: 1 April 2025
NO REFUND AND RETURN OF THE PRODUCT
All items sold are non-refundable and non-returnable after the completion of payment procedures.Customers must verify all their information, including product model,specification, and price carefully before placing order. Should you need any assistance with more product information, you can contact our customer services.
EXCHANGE POLICY
Customers are requested to examine the goods immediately upon delivery for any deficiencies and/or damages to their appearances or whether all accessories are delivered. For Products with quality problem purchased at the estore, you can apply for an exchange within seven (7) calendar days from the date of receipt of the Products (based on the date of receipt on the logistics document), you are allowed to exchange it with a product of the same model number and German Pool reserves its rights to refuse an exchange request in its absolute discretion. If German Pool agrees to the exchange request, all products are allowed to exchange once only, and such exchange must be a product of the same model and in the same colour. If the same model is sold out or out of stock, you may exchange your product with another product of the same kind and at the same price. Re-delivery will be arranged and no delivery cost will be charged. Please WhatsApp our Online Customer Service Department at 5620 5285 for the exchange.
Please note that we only accept exchanges if the exchanged Products meet all the"Exchange Conditions" described below and do not fall within any of the "Exchange Exclusions” described below.
Exchange Conditions:
1. With quality problem (for example, won’t turn on).
2. Glass products must be checked for damage within 24 hours.
3. Products are in original condition (for example, the Products are kept intact, unused or unaltered, no stains on the products) and the conditions for re-sale of the Product has not been affected.
4. The outer package of the Product is intact (including the plastic bag or box), the Product accessories,instructions, labels, etc. should all be kept intact.
5. If the Product / parcel has additional gifts (gift with purchase promotion), please return the gift together. The gift needs to be kept in the condition as it was received. If the gift cannot be returned, we have the right to ask you to pay for the gift according to the price of the gift we have indicated.
Exchange Exclusions:
1. Return request is submitted over 7 days after the date product is received;
2. Products not sold through the German Pool estore;
3. Products that are bought during specific offers or promotional events which explicitly state that return or exchange are not allowed;
4. Where the Product is used, soiled or damaged and other merchandise not in re-sale condition;
5. Where the electronic invoice or order number issued at the time of purchase is lost;
6. Orders that exceed the exchange period;
7. Color variation or minor surface scratches on the product;
8. Products that are clearly indicated with defects at the time of purchase, and then exchanged with defective reasons;
9. Other circumstances in which the consumer has no right to exchange according to this policy and the applicable law;
10. Request based on personal reasons or preference only; and
11. Parts excluded.
REFUND HANDLING AND PLATFORM TRANSACTION FEE
If the request for a return or cancellation is accepted due to special circumstances, a “Refund Handling and Platform Transaction Fee” which equivalent to 20% of the total order value will be charged according to mutual agreement. If the goods need to be retrieved, an additional transportation fee of HKD $160 will apply.
DISPUTE
1. If there is any inconsistency or conflict between the English and Chinese versions of this disclaimer, the Chinese version shall prevail.
2. In case of dispute, German Pool (Hong Kong) Limited reserves the right to a final decision.
