Service and Support

Welcome to Service and Support. If you are not familiar with our services, the below FAQ may help you understand more:

Delivery Service

You can enjoy our delivery service when you purchase at FORTRESS.

  1. You can get free daytime delivery service on purchase of HK$500 or more
  2. You can get daytime delivery service for a fee of HK$30 on purchase under HK$500.
  3. You can also get nighttime delivery service for an extra fee of HK$80.
  4. The full amount of product price or any outstanding amount of product price or any outstanding amount of product price shall be fully settled at the time of delivery. Otherwise, FORTRESS shall have the right to decline delivery.
  5. Daytime delivery slot: Monday to Sunday, 9am to 6pm (except public holidays)
    Nighttime delivery slot: Monday to Saturday, 6pm to 10pm (except sundays and public holidays)
  6. Delivery service is only available on Hong Kong Island, Kowloon, New Territories, Tung Chung, Discovery Bay and Ma Wan of Hong Kong Special Administrative Region (Some districts do not apply to nighttime delivery).
  7. Delivery service is not available at Frontier Closed Areas, Islands, warehouse and, premises which are not accessible by staircase and need to deliver through balcony, premises which are above the 9th Floor and no elevator service is available.
  8. If no elevator service is available for premises, FORTRESS will additionally charge you a delivery fee. Ground floor delivery is free of charge. Delivery will be made up to 9 storeys only. In respect of big size products and other charges, please refer to the "Additional delivery charges" for more details. Delivery fee shall be paid to the delivery staff directly.
  9. If delivery is delayed, postponed or cancelled due to traffic, weather, different district or other factors, FORTRESS shall not be liable for any loss or damage, no matter whether the factor which causes the delay, postponement or cancellation is within the control of FORTRESS or not.
  10. You shall give not less than 48 hours' notice (Sunday and public holiday excluded) to our Customer Service Department in respect of any request for change in delivery time, delivery of additional purchase, or change of purchased item.
  11. If installation is required for any item, such installation fee is not included in the delivery fee.
  12. In case of any dispute, FORTRESS' determination shall be final.

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Old Appliance Collection Service

You can choose to use our service for removing your old appliance for disposal when you purchase certain products from FORTRESS*. 

  1. The service is only applicable to designated brands' televisions (any traditional televisions (DLP/Tube TV) over 33 inches are not included), refrigerators (with capacity below 300ml), washing machine, and dryers.
  2. A surcharge will be made for this service.
  3. This service shall only be available at the same time, address and date as the delivery of the purchased product.
  4. The old machine to be disposed shall be of the same type of machine as the purchased product.
  5. The service is not available when the moving away of the old machine needs to go through a window or balcony.
  6. The service is not available when the old machine is still connecting to a water pipe or gas pipe, the removal shall require moving or dismantling of other objects, the old machine is too big to go through any door, corridor or staircase.
  7. Once you have agreed to our service for removing your old machine for disposal, we shall not be responsible for the return of such machine.
  8. In case of any disputes, FORTRESS' determination shall be final.

*render by delivery contractor

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Installation Service

You are entitled to one free installation service when you purchase certain specified items at FORTRESS (some specified districts excluded). For certain specified items which free installation service is not available, or you need additional special installation service, you shall pay the installation fee (including any traveling expenses) directly to the installation technician.

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10-day Money Back Guarantee

FORTRESS guarantees the exchange of product within 10 days of purchase if the product fails to meet manufacturer's standards. If the product is within the manufacturer's warranty period, customer may choose to return the product to the manufacturer or its authorized dealer for repair.

  1. Packing, accessories, user guide and blank warranty card should be returned together with the product in good condition for exchange or refund.
  2. The product to be returned should not be damaged, stretched, defaced or contain any trace of water damage.
  3. 10-day Money Back Guarantee is not applicable to product which has been registered on-line for warranty service.
  4. 10 day Money Back Guarantee is not applicable to product that has undergone any repair.
  5. 10 day Money Back Guarantee is not applicable to HP/Apple selected items.
  6. All gift items must be returned together with the returned products, otherwise the retail value of the gift item would be deducted from refund.
  7. 10-day Money Back Guarantee is only applicable to selected products.

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Product Ordering

  1. To enjoy the product ordering service, customers are required to pay a deposit up to 30% of the product price. If customers request to order products not carried by us directly from the authorized dealer, customers have to pay the full price at the time of the order. The amount paid will not be refunded in any event. Please enquire with our staff for further details.
  2. When a deposit is made for ordering a product, the product price is confirmed and fixed. The product price would not be varied by reason of the conditions of the market, special promotion or any other reasons.
  3. Customers must arrange for delivery and installation of the ordered product within 30 days from the date of placing the order. If the product is not delivered or installed within 30 days, the deposit paid would be forfeited and could not be used for exchange for other products.
  4. Product ordering, exchange, delivery or installation service is only applicable to specific products.
  5. If the ordered product is out of stock on the date fixed for delivery, customers may use the deposit to purchase another product, or request for a refund of the deposit.
  6. Under normal circumstances, customers are not allowed to exchange for another product or have the deposit refunded.
  7. After delivery if the size of the product does not meet with the customer’s requirement, the customer may request for a change in the product model or product brand, but a handling fee of 30% of the purchase price would be charged. No refund would be made. FORTRESS reserves the right not to change the product for the customer.
  8. Packing, accessories, user guide and blank warranty card should be returned together with the product in good condition for exchange or refund.
  9. The product to be returned should not be damaged, stretched, defaced or contain any trace of water damage.
  10. No exchange would be made for product which has been registered on-line for warranty service or has undergone any repair.
  11. All gift items must be returned together with the returned product, otherwise the retail value of the gift item would be charged or deducted from the refund.
  12. All the time of product exchange, customer must present the original receipt and/or invoice to FORTRESS for cancellation.
  13. In case of any disputes, FORTRESS reserves the right to make the final decision.

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Interest Free Installment

You can enjoy interest free installment offer for designed purchase upon specific amount. These extended installment offer periods give you the flexibility to arrange your purchase to best suit your needs. Various interest free installment programmes are available at FORTRESS from most banks ( including DBS, Bank of East Asia, Hong Kong Bank, Standard Chartered Bank, BOC, Hang Seng Bank, Citibank). Please ask our store staff for detail.

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Foreign Currency Accepted

FORTRESS accepts foreign currency payment on all purchases at all store.

Terms and Conditions :

  1. RMB ¥50 and ¥100 notes are accepted.
  2. US $1 or above notes are accepted.
  3. AUD $, CAN $, Euro € and UK £, amounted of 5 or above notes are accepted.
  4. JP ¥1000 notes are accepted.
  5. Money returned in HK dollars only.
  6. Damaged or repaired notes are not accepted.
  7. FORTRESS reserves the right to make final decision in case of any disputes.

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Extended Warranty

FORTRESS is now introducing the Extended Warranty for appliances and electronics products. FORTRESS “Extended Warranty, Macau “Extended Warranty” and PRC “Extended Warranty” are tailored to meet all your needs. The table below will help you select the right coverage.

 
•FORTRESS “Extended Warranty “ is an extension of the manufacturer’s original Extended Warranty.
•The coverage is generally more comprehensive than Extended Warranty offered by manufacturer.
•The repair liable is limited to 125% of the purchase product price.
•You may enjoy Product repair or replacement** service under this Service.
•All repair services are provided by authorized repairers to ensure quality.
•Your “Extended Warranty” can be transferred together with the product to another individual.
•You can join “Extended Warranty” by presenting the Original Product Sales receipt at any FORTRESS store within 30 days from date of purchase.
•Additional services under PRC “Extended Warranty”:
  1. It provides a home to send and receive maintenance services (fee to be deducted from eligible maintenance balance).
  2. Your product can be entitled to a tail ride bonus (limited to the original paid retail price of your product), in the case of insufficient balance for its maintenance, subjected such defected product is arisen from mechanical and electrical failures so as to provide you a better service.
  3. In the circumstance that your defected product, which arisen from mechanical and electrical failures, cannot be repaired, Fortress will arrange the new Hong Kong manufacturer’s product** (include the necessary tariffs between Hong Kong and PRC) as replacement services for your product.
 
** Replacement will be the same model or like kind, specifications and quality. FORTRESS has the option to repair or replace the covered Product.

“Premier Extended Warranty” is now available in FORTRESS.
“Premier Extended Warranty" is an upgrade of “Extended Warranty". We aim to provide better coverage to our customers and a more hassle free life. The plan including maximum claim up to 160% of the original product value; extra 3 months warranty and home pick-up and delivery. 


Terms and conditions apply, please visit Fortress physical store for more details. 

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Pro-Team Service




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