PriseMall Product Warranty and After-Sales Service Terms (Applicable to Hong Kong and Macau)

Thank you for choosing PriseMall. We understand the inconvenience and concern when a product has issues, so we hope to help you handle after-sales and warranty matters with clarity and ease.

I. Explanation of Warranty Service Categories

1. Distributors/Wholesale Customers - 【Free Replacement】

Within the exchange period, if the same product is confirmed to have a quality issue inherent to the product itself, you are entitled to a free replacement with a new product of the same model.

To qualify for the 【Free Replacement】 service, all of the following conditions must be met:

① The product must be a genuine, authorized product purchased from PriseMall or a PriseMall-authorized merchant, and valid proof of transaction must be provided;
② It is within 3 days from the date of receipt; if a quality issue is found, please stop using it immediately and contact us promptly to request a replacement;
③ After inspection, the problem is confirmed to be a product quality issue attributable to the manufacturer or supplier, and not due to improper use or external damage;
④ The product body, internal and external packaging, instruction manual, accessories, and gifts are complete, and there are no signs of human damage, severe scratches, or obvious modifications.

Special Note: For hygiene and safety reasons, the following categories of goods, once opened or used, are not eligible for 【Free Replacement】 service, unless they have serious safety and quality defects:

  • Oral products (e.g., health supplements)

  • Topical or applied products

  • Undergarments or personal items

2. Consumers - 【Free Warranty】

Within the product warranty period, if there is a substantial defect in materials or workmanship, after inspection and confirmation, you can enjoy free inspection and repair services (excluding shipping costs and separately charged parts).

To qualify for the 【Free Warranty】 service, all of the following conditions must be met:

① The product is a genuine, authorized product purchased from the PriseMall platform or a PriseMall-authorized merchant, and valid proof of purchase (e.g., e-receipt, invoice, or order record) can be provided;
② The product is still within the original manufacturer's/agent's warranty period applicable to that product;
③ The product issue is determined by technical personnel to be a substantial defect in materials or workmanship by the manufacturer or supplier, and not due to human damage or improper use;
④ If the product needs to be sent for inspection/repair via logistics, it is recommended to use the original packaging; if the original packaging is lost, please provide a sturdy outer box and appropriate shock-absorbing materials to reduce the risk of damage during transportation.

If new parts must be replaced during the inspection and repair process to complete the repair, the cost of these parts may be charged separately. We will provide a transparent quote before repair and respect your decision on whether to proceed with the repair.

3. Consumers - 【Paid Repair】

When the product is out of warranty but still within the scope of repair, PriseMall will do its best to provide you with paid repair services.

To qualify for 【Paid Repair】 service, all of the following conditions must be met:

① The product is a genuine, authorized product purchased from PriseMall or its authorized merchant, and relevant proof of purchase can be provided;
② The product has exceeded its original warranty period;
③ The product's malfunction/damage is assessed by technical personnel to be within the scope of repair;
④ If shipping is required, even if it is out of warranty, it is still recommended to use sturdy packaging to properly protect the product to prevent further damage during transportation;
⑤ The customer will bear the inspection service fee, repair service fee, new parts fee, and logistics shipping fee incurred by paid repair, which will be clearly itemized and confirmed with you in writing or electronically before repair.

Note: "Free" mentioned in these terms refers only to the labor service fee for inspection and repair, and does not include shipping fees, parts fees, or other third-party charges.

II. Cases Not Covered by Free Warranty/Free Replacement

The following situations are generally not covered by free replacement or free warranty. If circumstances permit, you may still choose paid repair or discuss a suitable solution with us:

  1. The product is not a genuine, authorized product sold by PriseMall or its authorized merchants, or it is a parallel import or from unofficial channels.

  2. Failure to provide valid proof of purchase (e.g., receipt or electronic record including at least the merchant name, payment amount, and purchase date).

  3. The product has been disassembled, repaired, or modified by personnel not authorized by PriseMall or the original manufacturer, including self-modification or alteration of specifications.

  4. Within the warranty period, damage caused by not operating according to the instructions/user manual, such as heavy pressure, drops, collisions, dampness, water immersion, rain exposure, foreign object intrusion, lost parts, use of non-original or incompatible accessories, etc., will not be covered by the free warranty. Paid repair may be an option.

  5. Damage caused by natural disasters, accidents, or other force majeure factors (including but not limited to fire, flood, lightning strike, etc.) is not covered by the free warranty. Paid repair may be an option.

  6. If the merchant's or third-party's promotional language does not match personal subjective expectations (e.g., "color difference," "effect inconsistent with imagination"), rather than an objective quality defect of the product itself, free replacement or free repair will not be provided; if you still wish to adjust or inspect the product, we can discuss suitable handling methods with you.

  7. Damage to the outer box or packaging caused by the merchant or logistics during shipping, where the product's function itself is not substantially affected, is generally not considered a quality issue attributable to the manufacturer. If necessary, please coordinate with the original seller first.

  8. Products that have exceeded the warranty period are not covered by the free warranty, but paid repair may still be provided depending on the situation.

  9. If the customer sends the product to a partner repair point without an appointment arranged by PriseMall customer service or the after-sales warranty center, the service point reserves the right to refuse service; please make an appointment and obtain an appointment number first.

  10. For oral products, topical applied products, or personal clothing, for hygiene and safety reasons, once opened and used, they are generally not covered by free warranty or replacement service, unless there is a serious safety quality issue.

III. Warranty Application and Service Process

To ensure a smoother process, we recommend preparing the relevant information and contacting us via the online form or customer service channels.

1. Required Documents for Application

If a product is suspected of having a substantial defect in materials or workmanship, please submit an after-sales application within a reasonable time (preferably as soon as the problem is discovered) and prepare the following information:

A. Basic contact information (including contact number and email address)
B. Proof of purchase (must clearly show the purchase date, amount, and seller information, can be an electronic order or invoice)
C. Description of the fault, including: type of fault, detailed description of the situation, and clear photos/videos (if available), which will help technicians make a preliminary assessment of the problem.

2. After-sales Processing Steps

A. Submit an after-sales application

  • Fill out the after-sales registration form on the official PriseMall website or the designated online form, detailing the product issue and uploading relevant supporting documents.

  • After the information is submitted, a preliminary review will generally be conducted within 24–48 working hours, and a proposed after-sales solution will be provided within approximately 1–3 working days.

  • If the information is incomplete or the fault cannot be clearly determined, we may proactively contact you to request additional documents or clarifications.

  • If the issue is related to operational usage, customer service and the warranty team will first provide usage guidelines or suggestions to help you avoid an unnecessary trip for repair.

B. Confirming the after-sales solution

  • We will provide a suitable solution based on the product condition, including replacement, repair, or other alternative arrangements, and clarify whether the service is free or paid.

  • Once you confirm the solution, we will issue an acceptance notice and a reservation number, and inform you of the specific method and time arrangement for delivery or shipping.

C. Arranging for drop-off at a service center or shipping

  • If you choose to drop off in person, please proceed to the designated customer service point according to the notification at your reserved time (actual address subject to PriseMall's official announcement), and present your reservation number and relevant documents.

  • If you choose to ship via logistics, please properly package the product and mark it with the reservation number as instructed, to facilitate tracking and processing.

If the customer refuses to provide necessary information (such as proof of purchase or basic contact information), PriseMall reserves the right to suspend or reject the warranty registration application.

IV. Shipping Cost Responsibility (Hong Kong and Macao regions)

Unless otherwise specified, the principle for bearing shipping costs involved in warranty or repair is generally as follows (calculated from the actual purchase date):

  • Within 7 days of purchase: If confirmed to be a product quality issue, PriseMall will be responsible for round-trip shipping costs.

  • Within 7–30 days of purchase: The customer is responsible for shipping costs to return the item for inspection/replacement, and PriseMall will cover the shipping cost for returning the item after processing.

  • More than 30 days after purchase: Round-trip shipping costs are generally borne by the customer. If there are special promotions or individual brand policies, these will prevail.

For large or on-site installation products, individual brands or suppliers may have specific on-site service and transportation arrangements. Details are subject to the product description or official brand policy.

V. Other Brands and Special Terms

For brands not directly represented by PriseMall or not listed above, product warranty and after-sales arrangements will be subject to the warranty instructions included in the product packaging and the original supplier's policy. You can also contact us for referral assistance.
Individual products may have different warranty periods or limitations due to their nature (e.g., battery products, accessories, or special promotional items). Please refer to the product page or accompanying documents. If you have any questions, please contact customer service first.

VI. Governing Law and Limitation of Terms

  1. To the maximum extent permitted by law, the warranty and after-sales arrangements outlined in this document constitute PriseMall's primary contractual service guarantee to customers for the products.

  2. However, these terms are not intended to exclude or limit any statutory rights enjoyed by consumers under applicable laws in Hong Kong and Macau, including but not limited to protections related to product quality, contract performance, and product descriptions; in case of any conflict between these terms and applicable laws, the relevant laws shall prevail.

  3. These terms apply to products sold by PriseMall or authorized merchants in Hong Kong and Macau. If a product is purchased in other regions, the warranty arrangements of the local agent or supplier may apply.

  4. PriseMall reserves the right to update or adjust these warranty terms based on actual operational needs, without affecting consumers' existing statutory rights; in case of significant changes, we will announce them on our website or through relevant channels, and the latest announced version shall prevail.