Latest effective date: 1 April 2025
TERMS OF USE
Welcome to German Pool, please read these terms of use carefully. They may have change since your last visit to the site. All users of this site agree that access to and use of this site are subject to the following terms and conditions and other applicable law. If you do not agree to these terms and conditions, please do not use this site. We reserve the right to change these terms and conditions at any time, as we see fit.
This Agreement contains the terms and conditions that apply to your browsing, purchase of Products and booking an appointment of Services through German Pool estore. You acknowledge and confirm that you have read, understand and accept these Terms and Conditions and other terms and conditions for promotional offers, products and services published on German Pool website (www.germanpool.com/ www.germanpoolestore.com)from time to time. We may amend these terms and conditions from time to time without prior notice. As you are bound by these terms and conditions, please review this page and www.germanpool.com / www.germanpoolestore.com periodically.
THE CUSTOMER MUST SATISFY AND AGREE THE FOLLOWING REQUIREMENTS BEFORE MAKING ANY PURCHASES IN THE ONLINE STORE:
1. Age 18 or above;
2. Be able to provide valid and correct personal and payment data on the Online Order Form, including but not limited to Customer's email address, billing address,delivery address, name, contact telephone number, billing information, and other information required by the estore;
3. Pay for the Products and/or Services by the methods of payment as may be displayed on the payment section of the Online Order Form from time to time;
4. If paying by credit card, Customer must supply his/her credit card details when the Order is placed; and
5. Sufficient credit balance of Octopus wallet, PayMe wallet, AlipayHK wallet, WeChat Pay HKwallet or BoC Pay wallet for payment of the Order placed with the Company.
6. You acknowledge and confirm that all items sold are non-refundable and non-returnable after the completion of payment procedures.
7. Be able to verify all the information, including product model, specification, and price carefully before placing order.
ONLINE STORE ACCOUNT
1. Each Customer can only register one estore account.
2. The Customer must keep the username and password confidential.
3. If the Customer has any Store Credit in his/her account, the Store Credit will be forfeited under the following circumstances:
- the Store Credit has expired;
- the Customer has changed his/her account for whatever reasons;
- the Customer's account has been terminated.
4. Any Store Credit in the Customer's account cannot be transferred to another account.
5. Customer can write a product review after login. The customer reviews have no relation with the company and do not represent the company's stand. The company reserves the right to publish or remove your review at its sole discretion without further notice.
ACCEPTANCE OF ORDERS
1. All Orders of the Product / Service placed by the Customer shall be subject to acceptance by the Company. The Company has the right to refuse to accept or reject any Order for the Product / Service in the estore without giving prior notice to the Customer.
2. The acceptance of Orders is subject to the stock availability of the Products. In case of shortage of the Products, the Company may allocate sales and deliveries at its sole discretion.
3. The Company will only accept Orders for delivery of Products / Services in Hong Kong.
APPOINTMENT,DELIVERY, AND PICKUP SERVICES
1. Various additional Services are available for order on the Online Store, including:
Pickup of Product at the German Pool's stores by the Customer; and arrangement of delivery of Product by the German Pool to the address specified by the Customer.
2. All dates quoted by the Company for pickup / delivery of Product are estimates only.
3. The Company shall not be liable if delivery or pickup of the Product is delayed or unsuccessful, due to, including without limitation any of the following reasons:
- Incorrect information provided by the Customer (for example, incorrect delivery address or contact information);
- No one is available to receive the Product when the Product is delivered;
- Weather and Traffic Issues;
- Fault due to third party courier; or
- Other circumstances that are beyond the reasonable control of the Company.
4. The Company reserves the right not to deliver the Product to a specific address,even if it is a Hong Kong address. Three to seven extra working days are needed for order delivery to remote areas. The exact delivery time depends on the dispatching schedule from the courier company.
5. Unless otherwise specified, the Customer is required to pay a specified delivery fee for delivery of the Product to the address specified by the Customer. The exact delivery fee will be subject to the designated address provided by the Customer and the delivery fee may vary from time to time.
6. Customer may be required to pay an additional delivery fee if the Customer did not provide the correct delivery address.
7. For store pickup, the Company will not accept any changes to the store selected for pickup once the Order has been confirmed.
8. For pickup of Product in store, the Customer or the person authorised by the Customer for pickup is required to open the package(s) and check all Product(s)before signing the official receipt. No return or refund will be made after the signing of the official receipt.
9. The Company reserves the right to revise any terms of the delivery service(including but not limited to the covered areas for delivery and the delivery fee) from time to time without prior notice.
10. The Company will not accept any changes to the delivery method (delivery or store pickup) once the Order has been confirmed.
11. There is no delivery service on Sundays and public holidays.
12. In case of rainstorm warning and typhoon signal No. 8 or above, the delivery service scheduled for the day will be cancelled and the customer will be contacted for delivery within the next working day.
13. Different districts will have specific delivery date．
14. Delivery service is only applicable within Hong Kong (including Tung Chung, and Ma Wan but excluding Hong Kong International Airport, Lantau Island, Discovery Bay,outlying islands, closed areas, P.O. Box, Post Box and not applicable where there is no elevator or the elevator is not accessible). No delivery or self-collection services are available in other locations.
15. Additional handling charge PAID at site for upstairs/downstairs: $30 for each floor (or more than eight steps) [Large appliances will be quoted separately].
16. Additional handling charge PAID at site for certain village while vehicle cannot reach directly (need handheld delivery): First 50m add $50, and $50 for every 100m afterwards (Can be arranged at the village entrance or the parking lot) [Large appliances will be quoted separately].
RISK OF LOSS OR DAMAGE
Any title, right, or risk in the Product shall transfer to the Customer upon the physical delivery of the Product to the address identified by the Customer in the Online Order Form, regardless whether the Customer is the designated recipient of the delivery. If the customer requests to place the item at the management office, reception, concierge, outside the door or other designated locations, we will handle it according to the instructions and take photos asproof. However, if any damage or loss occurs afterward, our company will not be responsible, and the customer may need to report the matter to the police. Our company will cooperate with the investigation but will not compensate for any losses.
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; and
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.
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.
PRICE AND PAYMENT
1. Payment shall be made by credit card (Visa / MasterCard), Apple Pay, Octopus, PayMe, AlipayHK,
WeChat Pay HK, BoC Pay (and/or Store Credit or any other method(s) specified by the Company from time to time. Virtual credit card is not accepted.
2. The Customer can pay for the Product / Service using the Store Credit in the Member's estore account. If the Store Credit in the estore account cannot completely offset the total amount of an Order at checkout, the Customer must pay for the Product / Service by a valid credit card, Apple Pay, Octopus, PayMe, AlipayHK, WeChat Pay HK or BoC Pay.
3. Any Store Credit that partially applied to pay the total amount of an Order will be deducted automatically to offset the amount of transaction during the checkout process. Unused amount of Store Credit (if any) can be used for future transactions of an Order before its expiry date. A confirmation will be sent to the Customer when the Order is placed successfully.
4. When the Customer uses the credit card for payment, the Customer must input the valid credit card information to proceed to payment. The Company will verify the validity of the credit card with its issuer and will then send a confirmation to the Customer if the credit card transaction payment is accepted. The credit card will be charged when the Order confirmation is sent to the Customer.
5. The Customer shall bear the price differences due to exchange rate and / or any other charges incurred for whatever reasons by the credit card issuer for all transactions.
6. All prices are quoted in Hong Kong Dollars unless otherwise specified . The Company can adjust such prices immediately at any time at its absolute sole discretion without giving prior notice to the Customer.
7. The price displayed in the Online Store is for reference only. The specific price offers that the Customer can enjoy will depend on the terms and conditions contained in the Customer's existing contract with the Company and the offers that the Customer has already enjoyed or may enjoy.
8. The price / rate of Products and Services displayed in the Online Store are"retail recommended price" and are subject to change by the Company from time to time. The price payable by Customer for Products and/or Services will be the price indicated upon confirmation of Order.
9. The Company will use its reasonable endeavors to ensure, but cannot guarantee,that the prices stated in the Online Store are accurate. The Company reserves the right to correct any errors. If it is found that the price of any Product and/or Service ordered by the Customer is incorrect, the Company will notify the Customer as soon as possible. In such case, the Customer can choose to:
- reconfirm the Order;
- cancel the Order; or
- if the Customer cannot be contacted, the Company will treat this as a cancelled Order and provide refund in accordance to the "Cancellation and Refund for Purchased Product" policy
10. The Online Store payment system will generate Order / Booking Number for every successful payment transaction. If, for whatever reason (including without limitation, a failure of the Online Store payment system or of the Customer'sown computer system or the Customer decides to go to another site on the Internet or to close the browser during payment), an Order / Booking Number is not presented within a reasonable period of time after the Customer has duly submitted all the necessary particulars, the Customer should contact the Company to confirm whether or not the payment has been successfully completed.
THIRD PARTY CONTENT
The estore may contain contents contributed by any parties other than the Company ("Third Parties"). To facilitate access to information provided by or through Third Parties, the Company may provide or assist in providing links to external websites or resources for the Customer to access to at the Customer's sole discretion. The Company states that it has not approved or endorsed the contents contributed by Third Parties in the Online Store or any external websites linked to it.
The provision of any such contents or links to external websites shall not constitute any form of co-operation or affiliation with the Company with any such Third Parties or external websites.
When the Customer chooses to enter any of the linked external websites, the Company shall not be responsible to the Customer and/or any party, directly or indirectly, for (including without limitation, to):
- the privacy practices of such external websites;
- the availability of such external websites or resources, and any contents, advertisings, products, materials, goods, services or otherwise on or available from such websites or resources; and
- any loss, destruction, or damage (including without limitation to accidental or consequential loss, destruction or damage) caused or alleged to be caused by or in connection with use of or in reliance on any such contents, advertisings, products, materials, goods, services or otherwise available on or through any such websites or resources.
LIMIT OF LIABILITY
1. The Company excludes all liability or responsibility for any cost, claim, damage or loss to the Customer or any person whether direct or indirect of any kind including loss of revenue, loss of profits or any consequential loss in contract, tort or under any statue or otherwise (including negligence a rising out of or in any way related to this Agreement). Save that nothing herein shall limit the liability of the Company for death or personal injury arising from its negligence.
2. The Company will use its reasonable endeavors to ensure that the contents and Product / Service descriptions in the estore are accurate and complete but cannot guarantee that all the contents and Product / Service descriptions are accurate, complete, updated and free of error. The Company shall not be liable for any errors of information posted in the estore. The Company shall have the right to, from time to time, modify or correct any errors or omissions in the estore or in any product sales materials, quotations, orders or other materials without incurring any liability.
3. Price of a Product and the savings under different promotional offer may vary. The Company does not guarantee that the price shown in shopping bag of the estore is the best price that the Customer can get for the Product.
4. Any items in product photos but not stated in "In the Package" are for illustration only and must be purchased separately.
5. Colour and photo of Products displayed on estore are for reference only.
6. The stock of premiums associated with purchase of Product will be subject to availability and will be given on a first come first served basis.
7. The Company shall not be held liable for any delay or failure in its performance or any breach of contract which was directly or indirectly caused by any of the following reasons: acts of God, fire, flood, accident, riot, war, terrorist attack, government intervention, trade embargo, strike, labor dispute,equipment failure (including without limitation, Internet access failure) or other factors beyond the reasonable control of the Company.
8. The Company does not guarantee that the servers of or providing support to the estore do not contain viruses or other harmful components. Customers must ensure that they adequately protect themselves and any of their equipment, software, and data by taking appropriate steps such as using up-to-date antivirus and firewall software.
9. The Company reserves the right to modify and revise all terms and conditions herein contained from time to time without prior notice.
10. If the estore becomes unavailable for use at any time or a period of time for whatever reasons, the Company shall in no circumstances be liable.
11. In case of disputes, the decision made by the Company shall be final and conclusive.
12. The Company will not be held liable for any loss or damages arising out of or in connection with any of the following circumstances:
- Leakage or disclosure of Customer information by any means to a third person not due to the default or gross negligence of the Company;
- the Customer fails to provide complete, correct, or accurate information during the online payment process;
- other reasons related to the specified payment method; or
- other reasons related to the devices or the browsers used by the Customer.
WAIVER
Failure of the Company to insist upon strict performance of any provisions hereof shall not be deemed a waiver of its rights and remedies. If any provision of this Agreement is deemed by a court to be unenforceable, the remainder shall stay in effect.
GOVERNING LAWS
This Agreement will be construed in accordance with the laws of Hong Kong and the parties agree to the exclusive jurisdiction of the Hong Kong courts in the event of any dispute.
INFORMATION ON THE PLATFORM
All descriptions, images, references, features, content, specifications and prices of Products and services described or depicted on the Platform, are subject to change at any time without notice. Certain weights, measures and similar descriptions are approximate and are provided for convenience purposes only. We make all reasonable efforts to accurately display the attributes of the Products, including the applicable colors; however, the actual color you see will depend on the devices (including computer, mobile phone, tablet or otherwise, collectively "Devices"), and we cannot guarantee that your Devices will accurately display the applicable colors. The inclusion of any Products or services on the Platform at a particular time does not imply or warrant that these Products or services will be available at any time. By engaging in a purchase of a Product or service made available by us on the Platform (a "Transaction" and collectively "Transactions"),you represent that the Products you order as part of the applicable Transaction will be used in accordance with all applicable laws. We reserve the right, with or without prior notice, to limit the available quantity of or discontinue any Product or service; to bar any user from making any or all Transaction(s);and/or to refuse to provide any user with any Product or service.
If the Platform contains links to other sites on the Internet, German Pool hereby declares explicitly that it has no influence on and is not responsible for the layout or content of the linked pages. Such links are provided solely for your convenience. German Pool does not endorse, guarantee, or make any representations or warranties regarding any other website, or any content,materials or other information located on or accessible from such websites, or the results that you may obtain from using such websites. If you decide to access any other website linked to or from the Platform, you do so entirely on your own decision and at your own risk. You should read and understand the policies and terms and conditions associated with any linked sites closely before accessing, using, submitting information to such sites, and allowing children to visit such sites. Our Privacy, Security and Cookie Policy ("Privacy policy") does not apply to any collection and processing of your personal data on or through such external sites.
INTELLECTUAL PROPERTY AND SOFTWARE
All trademarks, trade names, brand names, logos, Product names and titles, whether registered or unregistered, (collectively the "Marks") used on the Platform are trademarks or trade names owned, registered and/or licensed by German Pool or third-party trademark or trade name holders. The Marks are protected by trademark, copyright, and various other intellectual property rights. You are not allowed to use, copy, display or reproduce, in whole or in part, any such Marks as this may constitute an infringement of the respective holders' rights.
Ownership of Design, Images and Content All Platform design, texts, documents, movies,music and/or other services and the selection and arrangement thereof, and all software compilations, underlying source code, software, and all other materials on the Platform (collectively, "Content"), including all copyrights therein, are owned by German Pool and/or its suppliers or subcontractors. The Content is a collective work under the copyright laws of Hong Kong and other countries and protected by applicable copyright laws and treaties the world.
You are only allowed to electronically copy and to print in hard copy portions of the Platform to the extent that is necessary for the purpose of placing an order with us, or for using the Platform as a shopping resource, or for your other personal and non-commercial use. You are not allowed to make any other use of the information and materials on the Platform (including but not limited to the Marks and the Content), including reproduction, modification,distribution, or republication for purposes other than as mentioned above.Should you wish to use materials or information from the Platform (including but not limited to the Marks and the Content) for any other purpose, you need our prior written approval to do so.
PRIVACY,SECURITY AND COOKIE POLICY
German Pool collects and processes the personal data of the visitors of the Platform.All personal data is handled in accordance with legal requirements and Privacy Policy. The Privacy Policy shall form part and parcel of the Terms and Conditions.
German Pool APP CONFORMITY AND UPDATES
For German Pool, quality is paramount and we have a legal obligation to make sure that our Platform conforms to the contract.
As part of this legal obligation, we will, from time to time, offer and request you to install security and technical updates. It is your responsibility to install such updates without delay and to update the operating system of your end device if this is required for such updates. We will not be liable for any lack of conformity of the Platform resulting from the lack of the relevant update when you fail to install the update that we supplied to you.
DEFINITIONS
"Agreement"means an agreement made between the Company and the Customer containing the seterms and conditions.
"Customer" means a person who places orders for purchase of Products or books an appointment of Services through the estore or accesses to the estore.
"Hong Kong" means the Hong Kong Special Administrative Region of the People's Republic of China.
"estore" means germanpoolestore.com and any associate web pages linked to it.
"Order" means an order for the purchase of Products and/or booking for an appointment of the Services.
"Product" means product(s) offered for sale through the etore and/or premium(s) associated with purchase of Product.
"Refund" means refund of credit to the Customer's credit card and/or refund of Store Credit to the Member's estore account.
"Service" means the service(s) offered through the estore.
"Store Credit" means the credit stored in member's estore account that can be used to pay the amount of transaction when placing Orders at the estore.
"Warranty" means a warranty provided by the Company for a Product /Service.
"The Company" means German Pool (Hong Kong) Limited.
If you do not agree to this Clause or any of the terms, conditions and rules(including but not limited to the Privacy Policy), please stop using the member services immediately.
