Terms & Conditions

FORTRESS
Product Ordering and Product Exchange Policy
Hong Kong / Macau Stores

Terms and Conditions of Product Ordering and Product Exchange

1. To enjoy the product ordering service, the customer is required to pay at least 30% of the product price as a deposit. If customer requests to order a product not carried by Fortress but directly from the authorized dealer, customer has to pay the full price at the time of the order (collectively called “Deposit”). No refund shall be made unless the authorized dealer is unable to supply the product. If the ordered product is not available by the agreed delivery date, the customer may choose to accept an extended period for supply, purchase another product, or to cancel the order. Deposit will be refunded in full if the order is cancelled. For details, please enquire with Fortress stores.
2. When a Deposit is made the product price is confirmed and fixed. The product price would not be varied.
3. Customer must arrange for delivery and installation within 30 days from placement of the order. If Customer fails to take delivery within 30 days, any payment received by Fortress would be forfeited and could not be used for exchange of another product.
4. Fortress would not accept any request for exchange of products or cancellation of order generally. Product ordering, exchange, delivery or installation are only applicable to specific products, subject to Fortress’s absolute discretion and may be subject to a handling fee.
5. Customer is requested to examine the products immediately for any deficiencies and/or damages of their appearance and whether all accessories are included upon delivery or collection (as the case may be). If it is the case, please contact the customer service department as soon as possible to arrange for a replacement.
6. Unless original packing (including the recycling label where applicable), accessories, user guide and blank warranty card are returned together with the product in good condition, Fortress reserves the right not to process an exchange or refund.
7. The product to be returned should not be damaged, stretched, defaced or contain any trace of water damage.
8. No exchange would be made for product which has been registered on-line for warranty service or has undergone repair.
9. 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.
10. At the time of product exchange, the customer must present the original receipt and/or relevant electronic receipt and/or invoice to Fortress.
11. For Customers who purchase TV sets, air conditioning units or products that require installation, Fortress strongly advices customers subscribe to installation services offered by the authorized dealers, for installation works to be carried out by their technicians, who will open the package box during their on-site visit and will inspect the product condition. If the package box is opened other than by the technicians, customer will be responsible for any subsequent liabilities, including but not limited to physical damage to the product or improper installation such that the product cannot function as it should in the ordinary course.
12. In an exceptional case where agreed with the customer, Fortress will refund the amount paid for the order to the relevant payment account which the customer applied to settle the payment or other means as agreed. The refund process takes about 2-4 weeks.
13. If the customer chooses Fortress upgrade collection service, statutory free removal service, brand removal service or trade up service, all old electrical appliances or electronic products will not be returned once recycled.

Terms and conditions of 15-day Money Back Guarantee Policy

Fortress guarantees the exchange of product within 15 days of purchase if the product fails to meet manufacturer’s standards (to be confirmed after inspection by the authorized dealer. The authorized dealer’s assessment shall be conclusive. Please refer to https://www.fortress.com.hk/en/returnandrefund for details of the policy).

1. Fortress’ Terms and Conditions of Product Ordering and Product Exchange will apply to these Terms and Conditions.
2. The product to be returned may require to be inspected by an authorized dealer to confirm that product has indeed failed to meet the manufacturer’s standards. In such case, Fortress requires the product to be inspected at the authorized dealer’s service centre.
3. For further applicable terms and conditions, please refer to the below link for details: https://www.fortress.com.hk/en/returnandrefund

General Terms and Conditions

1. Customer shall pay Fortress the full price of the product or any balance thereof on delivery of the product. If the balance of the price is not paid on delivery, Fortress shall be entitled to forfeit the Deposit paid by the customer and withhold delivery of the product.
2. Title to the product shall remain vested in Fortress until Fortress receives full payment. Risk to the product shall pass to the customer upon delivery.
3. All expected delivery dates and time are estimates only. Fortress shall not be liable for any loss or damage as a result of any late delivery.
4. For additional charges that apply for delivery and installation services, please refer to separate fee schedules.
5. Fortress shall not be liable for any loss or damage resulting from delay for failure to perform any or all of these terms and conditions where such delay or failure shall be due to causes beyond its control.
6. These terms and conditions are written in both English and Chinese. The English version shall prevail.
7. These terms and conditions shall be construed in accordance with the laws of the Hong Kong Special Administrative Region of the People’s Republic of China (“Hong Kong”) and in case of any dispute, the parties shall submit to the non-exclusive jurisdiction of the courts of Hong Kong.

FORTRESS’S PERSONAL INFORMATION COLLECTION STATEMENT (AS STATED BELOW) FORMS AN INTEGRAL PART OF THIS AGREEMENT BETWEEN FORTRESS AND THE CUSTOMER AND SHALL BE DEEMED INCORPORATED INTO THIS AGREEMENT ACCORDINGLY.

Personal Information Collection Statement

As a customer of Fortress, it may be necessary for you to provide us with your personal information (“Personal Data”) when you purchase from us for a service and / or product (“Service”). If your Personal Data is incomplete or incorrect, we may not be able to provide or continue to provide the Services to you.

We shall keep your Personal Data confidential at all times. Our policies and practices with respect to the collection, use, retention, disclosure, transfer, security, and access of Personal Data will be in accordance with the laws of Hong Kong SAR and are as set out in this Policy Statement. In this Policy Statement, the following terms shall have the following meaning:
“Fortress” or “we” or “us” – is a trading division of A.S. Watson Retail (HK) Limited and Watsons the Chemist (Macau) Limited operating retail business of electrical and electronic products in Hong Kong and Macau, respectively.

You agree that the Personal Data provided by you to us may be used and retained by us for the following purposes and for other purposes as may be agreed between you and us or required by law from time to time:

1. providing the Service and any after service thereof;
2. processing of any benefits arising out of or in connection with the Service;
3. processing of any payment instructions, direct debit facilities and / or credit facilities requested by you;
4. checking and collecting outstanding amounts in relation to the Service and any after service thereof;
5. processing of warranties, refunds, product exchange, change or cancellation of an order;
6. investigation of complaints and suspected suspicious transactions;
7. prevention or detection of crime;
8. disclosure as required by law.

You further agree that we may disclose and transfer (whether in Hong Kong or abroad) to our agents, contractors or any telecommunications operators under a duty of confidentiality to us, any third-party collection agencies, any credit reference agencies, any security agencies, any credit providers, banks or other financial institutions and any of our actual or proposed assignees or transferees of our rights with respect to you, to use, disclose, hold, process, retain or transfer such Personal Data for the purposes mentioned above.

You have the right to:

1. check whether we hold any of your Personal Data;
2. access your Personal Data held by us;
3. require us to correct any Personal Data which is inaccurate;
4. ascertain our policies and practices (from time to time) in relation to Personal Data and the types of Personal Data held by us.

Any request in relation to the above shall be in writing (sent by post or email) and addressed to:
6th Floor, Watson House,
1-5 Wo Liu Hang Road, Fo Tan,
Sha Tin, New Territories
Email Address: fortress@asw.com.hk
For enquiries, please contact Fortress Customer Hotline at (852) 2555 5788.

In accordance with the Personal Data (Privacy) Ordinance (cap. 486), we have the right to charge you a reasonable fee for the processing of any Personal Data access request.