In these terms and conditions and the Special Conditions (as defined below) (collectively referred to as the “Terms and Conditions”), "Fortress" or “we” or “us” means Fortress, a division of AS Watson Retail (HK) Limited and the "customer" or “you” means any person, firm, company or body which places an order with us. Please read these terms and conditions carefully before using the website or our mobile app (as the case may be) (collectively “our e-store”). By using the site or any part of it, you agree that you have read these terms and conditions and that you accept and agree to be bound by them.
We shall make every effort to ensure that prices, details and sizes of products at our e-store are up-to-date. Prices are subject to change without prior notice and all orders are subject to our acceptance at our sole discretion and stock availability.
We shall make every effort to ensure product(s) displayed at our e-store are in stock. If from time to time any products become out of stock, we reserve the right to offer alternative product(s) of similar value and style.
All orders are subject to confirmation of final availability and we reserve the right to reject the order in the event that any of the products or services requested are unavailable.
You are required to register as a user before placing any order through our e-store. During the registration:
- You must provide us with accurate, complete and up to date registration information;
- You must safeguard your username and password;
- You authorise us to assume that any person using the e-store with your username and password is either you or is authorized to act for you;
- We have the absolute discretion to refuse registration of a potential customer and to terminate the registration of any customer for any reason whatsoever.
Please inform us via our website/by email/by phone immediately of any changes to the information that you provided so that we can communicate with you effectively.
In the event that your account is not used for a specified period (currently, 3 years), we will, for your own and our protection, deem your account to be no longer in use, and we will deactivate your account and all your accumulated points and/or e-vouchers will be forfeited (where applicable). You will need to reapply for a new account if you wish to make further purchase at our e-store.
Our e-store accepts payment by designated credit cards, debit cards or other designated electronic means as specified by us. All product prices listed are in Hong Kong dollars. The prices listed in our e-store may differ from the prices of the same products in our physical shops. The applicable price shall be the price listed in our e-store as at the date of purchase.
Acceptance of orders is subject to our sole discretion. A final receipt will be issued to you when goods are delivered to your address, or goods are collected at our physical store (as the case may be).
To provide secure online transactions, we employ Internet's Transport Layer Security (TLS) technology. It encrypts your personal information, including credit card number, name and address, so that it would not be read as information travels over the Internet. To check TLS Certificate information, you can right click the mouse and choose "Properties" & "Certificates".
Basis of supply: we only serve and deliver products to end consumers. We are not selling our products for re-sell purpose. If we have grounds to believe that you are not purchasing our products as an end user, we reserve the right to decline or cancel your order.
Force majeure: We shall not be liable for any delay or failure to perform caused by or resulting from acts of God, fire, flood, accident, riot, war, government intervention, embargoes, strikes, labour difficulties, equipment failures, or any other causes beyond our control.
You shall not assign, transfer or otherwise any of your rights and obligations under these Terms and Conditions to any other third party without our prior written consent.
If any provision of these Terms and Conditions shall be construed to be illegal or invalid, they shall be removed from these terms and it shall not affect the legality, validity and enforceability of the other provisions of these Terms and Conditions.
These Terms and Conditions embody the entire agreement between the parties and they supersede all previous negotiations, representations and agreement between the parties.
We have the right, at any time, or from time to time, by giving prior notice to you, to modify or vary or supplement all or any of the provisions under these Terms and Conditions.
If any dispute arises, our determination shall be final. Where these Terms and Conditions are available in Chinese, the English version is the governing version and shall prevail whenever there is a discrepancy between the two versions.
These Terms and Conditions shall be governed by the laws of the Hong Kong Special Administrative Region, the People's Republic of China and the Customer and we agree to submit to the exclusive jurisdiction of the Hong Kong courts. We may revise the Terms and Conditions at any time without prior notice.
These Special Conditions are supplemental to the Terms and Conditions for Online Purchase and are applicable to any orders placed under our e-store. Should there be any inconsistency between these Special Conditions and the above Terms and Conditions for Online Purchase, these Special Conditions prevail.
Fortress’ payment terms
We accept Visa, MasterCard, American Express, Octopus, Union Pay, Alipay, PayMe and WeChat Pay.
The maximum amount per transaction is as below:
- Visa / MasterCard: HK$50,000 (HK$200,000 if paid by Apple Pay or Google Pay which can be used on Mobile APP ONLY)
- American Express: HK$50,000
- Union Pay: HK$30,000
- AlipayHK: HK$100,000
- Alipay: HK$100,000
- WeChat Pay: HK$50,000
- Octopus Card: HK$3,000
- Octopus Wallet: HK$10,000 (subject to the daily transaction limit of your Octopus Wallet)
- PayMe: HK$50,000
Note: When inputting card numbers please do not input space or dash.
Under Credit Card Purchase Protection service, e.g. Visa Verification Service, MasterCard Secure Code, customers can enjoy safe and secure shopping by using their own credit card with specific password or security code. Credit cards used for shopping should be valid and under the purchaser’s own name.
Cash vouchers: Fortress Cash Coupons are not redeemable at our e-shop. Fortress Cash Coupons and eShop Digital Vouchers are non-returnable, non-refundable and non-transferable.
Where there are additional charges for delivery and/or installation, such charges will be set out separately for your acknowledgement and confirmation prior to proceeding to payment.
You must arrange with us for delivery / collection and installation of the ordered product(s) within 30 days from the date of the order as accepted by us. If you fail to take delivery / collection and installation within 30 days, any payment received by Fortress would be forfeited and could not be used for exchange for other products.
Notification for ordering
Our e-store only accepts orders for delivery in Hong Kong or Macau to the specified billing address or designated physical store located in Hong Kong or Macau.
Placing an order means you agree to purchase products or services in accordance with the Terms and Conditions set out herein. After receiving your order, we will acknowledge receipt of your order. However, it does not confirm that we have accepted your order. We reserve the right to reject any purchase order without giving any reasons. In the event that we are unable to accept your order (for example due to payment issue), we will notify you by phone or email.
If your order is accepted by us, we will confirm with you accordingly and advise the date and time of delivery or availability for collection at a designated physical store.
In case any applicable gift items of your purchased products are not available, we will contact you accordingly. You may decide whether to accept another gift item, cancel the order or continue to purchase the products.
Delivery service (applicable if you have selected to have your order(s) delivered to a designated billing address)
You may enjoy free standard delivery service to your specified billing address for each purchase of HK$500 (HK$350 for VIP members) or above (as specified under your invoice). Extra charge may apply if you select delivery at certain specified time slots.
When you purchase for an amount of less than the specified amount, you may enjoy delivery service to your billing address at additional charge specified by us.
Delivery service is only available at addresses located in (i) Hong Kong Island, Kowloon, New Territories, Tung Chung, Discovery Bay and Ma Wan of Hong Kong Special Administrative Region, or (ii) Macau. Should you have any inquiry about delivery, please feel free to contact our Customer Service Department.
Delivery service is not available at non-permanent address, frontier closed areas, outlaying islands, warehouse and premises which are not accessible by elevator or staircase and need to be delivered through balcony.
If no elevator service is available at the premises, we will additionally charge you a delivery fee for each floor except the ground floor. Regarding the charges of large products delivery and other additional charges, these shall be paid to the delivery staff directly. For details of the additional charges, please contact our customer service department for more details.
Delivery is available on Monday to Saturday (9:00am to 6:00pm), except public holidays.
After your order has been accepted, we will confirm with you about the delivery time and date regarding delivery of the product(s). If payment was delayed due to bank approval process, delivery date will be adjusted accordingly. Before the arrival of the goods, you will receive a call notification from our courier. Please check whether all your ordered items are fully delivered against the invoice/delivery note (as the case may be), then sign and return the delivery note to our courier to confirm your acceptance of goods.
All expected delivery dates and time are estimates only. We shall not be liable for any loss or damage incurred or suffered by the customer as a result of any late delivery.
You shall give no less than 24 hours' notice from 9:00am to 6:00pm (Sunday and public holiday excluded) to our Customer Service Department hotline or specified means via our e-store in respect of any request for change in delivery time, date and/or place, delivery of additional purchase, or change of purchased item.
Please note that in the event that installation is required for any item, such installation fee is not included in the delivery fee and will be charged separately.
If for security reason or any other reasons, our courier is not able to deliver the goods to the billing address as specified in your order and get your receipt confirmation, we may ask you to collect the goods from one of our stores and will not arrange any delivery.
In case of any dispute, our determination shall be final.
Store pickup service (applicable if you have selected to collect your order(s) at a designated physical store)
Please collect your purchased item(s) at your selected physical store within 7 days from the designated date of collection.
When you pick up the product in our physical store, you can pick up your order in person, or authorise a representative to pick up for you. When picking up your order, please present the unique QR Code under your email order confirmation to our staff and provide your original identity proof and account login name to verify your identity. If we are not satisfied that the person requesting to collect your order(s) is yourself or your authorised representative, we will refuse the collection of the order(s) in order to safeguard your interest.
Once the order is confirmed, you are not allowed to change the selected store for collection.
Once the order is confirmed, you are not allow to change the color or model of the selected product or to change to any other product except as agreed by us.
If your selected store is closed due to weather or any other uncontrollable factors, you may pick up the product in the same store on the next day when the store is opened.
After you pick up the item(s) purchased, you should verify the name of the item(s), gift(s) (if applicable) and the quantity of the item(s). You must then show the pick-up QR code to store staff again, which will constitute your agreement that Fortress has satisfactorily completed the delivery of the item(s) in accordance with the order placed.
Please be careful in storing the pick-up QR code prior to picking up the item(s) purchased. Fortress shall not be liable for any loss, damage or expense caused by or incidental to the loss or disclosure of the pick-up QR code by customers to any third party.
The pick-up records of Fortress shall prevail.
Exchange and refund
Under normal circumstances, we would not accept any request for exchange of products or cancellation of orders.
You are requested to examine the goods 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 our Customer Service Department our store staff.
If we have agreed you are entitled to an exchange but the products to be exchanged are sold out, we will refund your payment.
Original sales receipt or relevant electronic receipt should be produced to us before product exchange is accepted.
We have the right to refuse to exchange a product on the ground of damage to its appearance or missing accessories once the delivery has been signed for. If any applicable gifts with purchase are damaged, we will replace them as soon as possible.
In the event that you find the size of the ordered product does not fit your requirement,
- if it is before delivery, Fortress may at its discretion change the product model or product brand for you;
- if it is after delivery (and the package is unopened), subject to a payment by you of the price difference between the original and replacement products and a handling fee, being 30% of the original product’s purchase price, Fortress may at its discretion arrange a change of product model or product brand for you;
- if it is after delivery and the package of the product is opened, no replacement arrangements will be made.
Packing (including the recycling label where applicable), accessories, user guide and blank warranty card should be returned together with the product in good condition for exchange or refund.
The product to be returned should not be damaged, scratched, defaced or contain any trace of water damage.
No exchange would be made for product which has been registered on-line for warranty service or has undergone any repair.
All gift items must be returned together with the returned products. Otherwise the retail value of the gift item would be deducted from the refund.
In exceptional case where agreed with you, we will refund the amount you paid for the order to your relevant payment account which you applied to settle the payment or other means as agreed with you (Note: in case you agree to receive the refund via Octopus App, you will receive a notification via your Octopus App and you are required to collect the refund amount via your Octopus App or Octopus Service Points within the specified period). The refund process takes about 2-4 weeks.
About 10-day money back guarantee policy (“Policy”)
You or your authorised representative are required to examine the goods immediately for any deficiencies and/or damages to their appearance or whether all accessories are included upon delivery or collection (as the case may be).
We guarantee the exchange of product within 10 days you receive your order if the product fails to meet manufacturer's standards. If the product is within the manufacturer's warranty period, you may choose to return the product to the manufacturer or its authorized dealer for repair.
The product to be returned may be required to be inspected by authorized dealer to confirm that product has indeed failed to meet the manufacturer’s standards. In such case, Fortress shall have the right to require the product to be inspected at the authorized dealer’s service centre.
In case you are not satisfied with the product after proceeding to exchange as described under Clause 11.2 above, you may return such product to us and apply the amount paid to us to buy alternative product(s).
In exceptional case where agreed with you, we will refund the amount you paid for the order in accordance with Clause 10.11 above.
This Policy is only applicable to selected products, and it is not applicable to Xiaomi Mobile Phone & Tablet (including Mi/Redmi/POCO) /Apple/BEATS/SmartGo Pokefi/DJI selected items, CM earphones, gift card products and products under non-refundable category.
This Policy is not applicable:
- to product which has been registered on-line for warranty service provided by the distribution agent or the manufacturer.
- product that has undergone any repair.
- where there is lack of evidence of purchase from us.
- where only the official receipt is available but not the product.
- for refund request based on personal preference only.
If products are under non-refundable category, we will not accept customer request for refund.
Title to the product shall remain vested in us until we receive full payment of the price, and risk shall pass to the customer upon delivery / collection of the product (as the case may be).
To be entitled to Fortress’ specified term of warranty, electronics and electrical appliances of the brands “Fortress”, “Karuizawa” and “Yamagata” shall be limited to domestic and personal use only.
Extended Warranty: for the details on the Extended Warranty service contracts under Super Covers, please refer to the relevant service contracts for their terms and conditions.
We shall under no circumstances be liable for any loss (whether direct or indirect) of revenue, loss of profits or any indirect or consequential loss whatsoever suffered, sustained or incurred by you or by other person arising (directly or indirectly) out of the sale and purchase transaction with you.
Prices charged for purchases on this website may be different from those charged in our stores.
No basic MoneyBack points will be given for the following transactions: Alipay / Octopus value-added services, plastic shopping bag environmental levy, payment settled with FORTRESS cash coupon / shopping mall gift certificate / other forms of coupon, MoneyBack points, Welend payment, prepaid SIM cards, mobile phone data plan payment, delivery fee and other similar service fees, and all purchases in 3HK@FORTRESS Shop-in-Shops.
Fortress may launch specific promotions from time to time, some of the above transactions may be eligible to earn extra MoneyBack point which shall be bound by the terms and conditions of relevant promotions.
Fortress iClub Program (formerly known as Fortress iClub MoneyBack Program) commenced on 17 August 2016 and these terms and conditions are last updated on the Effective Date.
Due to an internal re-structuring, the Fortress iClub Program is operated by A.S. Watson Retail (HK) Limited and Fortress Retail (HK) Limited (together referred to as “Fortress”) with effect from the Effective Date. Fortress iClub Program becomes a supplemental program under the MoneyBack Program from the Effective Date, under which iClub Members can enjoy Fortress iClub Offers and Prestige VIP Benefits (where applicable) in addition to the privileges under the MoneyBack Program.
Fortress is a trading division under A. S. Watson Group which operates, among others, retail business of electrical and electronic products.
Terms and Conditions for the Fortress iClub Program
These iClub Terms and Conditions are supplemental to the Terms and Conditions for MoneyBack Program above, which form the agreement between you on one part and Fortress, on the other part in respect of the Fortress iClub Program. In case of any inconsistencies, the Terms and Conditions for MoneyBack Program shall prevail.
Unless otherwise stated, the defined terms set out in Clause 2 under the Terms and Conditions for MoneyBack Program shall have the same meaning herein.
Meaning of certain terms under the iClub Terms and Conditions shall be as follows:
- “Basic Member” means the Basic Member as defined in clause 3.1(b).
- “Designated Products” means eligible electronic and/or electrical appliances available at Fortress, excluding Octopus value-adding service, environmental levy on plastic shopping bag, usage of gift coupons, prepaid phone cards, phone bill payments, delivery charge, Extended Warranty, installation charge and other similar service charges.
- “Fortress iClub App” means a mobile application for eligible smartphones or mobile devices for the purpose of, among others, operation of the iClub Program.
- “Fortress iClub Card” means the virtual membership card issued through Fortress iClub App.
- “Fortress iClub Offers” means the special offers and benefits offered by Fortress to Basic Members and VIP Members.
- “Fortress iClub Program” means the Fortress iClub Program described under paragraph 1.1 of the iClub Terms and Conditions.
- “iClub Member” means a Basic Member or VIP Member of the Program.
- “Prestige VIP Benefits” means the special offers and benefits offered by Fortress to VIP Members.
- “iClub Program Website” means www.fortress.com.hk.
- “VIP Member” means the VIP Member as defined in clause 3.1(c).
About Fortress iClub Program
- To join Fortress iClub Program, you must be a registered member under the MoneyBack Program.
- To become an iClub Member, you are required to first register via Fortress iClub App to become a Basic Member. A Fortress iClub Card with a designated membership number (which carries the same membership number as your MoneyBack Card) will be assigned to you after successful registration. Basic Members are eligible to enjoy Fortress iClub Offers.
- A Basic Member can be further upgraded to be a VIP Member by purchasing Designated Products with an aggregate Net Purchase Amount of HK$20,000 or above in Fortress’s retail outlets within a consecutive period of twelve (12) months with your Fortress iClub member card. The VIP status will be effective within 5 days once the condition stated above has been met. VIP Members are eligible to enjoy Fortress iClub Offers and Prestige VIP Benefits.
- The validity period for the membership of a VIP Member is twelve (12) months from the date of activation. A VIP Member is able to renew his/her VIP membership by purchasing Designated Products from Fortress’s retail outlets with an aggregate Net Purchase Amount of HK$20,000 or above during the said valid period of the membership. Otherwise, a VIP Member status will be revised to a Basic Member status. VIP Member’s membership can only be extended once during the said validity period.
The information you provide to Fortress when you register as an iClub Member will assist the provision of carefully selected Fortress iClub Offers and Prestige VIP Benefits that Fortress believes will be of interest and value to you.
Fortress may decline your application under circumstances as may be determined by Fortress in its sole discretion.
It is necessary for you to present your Fortress iClub Card at the point of use at Fortress.
Fortress have the right to (a) adjust, withdraw or cancel any rewards or benefits awarded or to be awarded to you; (b) suspend or stop providing any rewards, benefits or service at any Fortress’ retail outlets at any time; and (c) terminate your membership; at any time at our sole discretion without prior notice to you.
Cancellation of your iClub Membership
- If you wish to cancel your Fortress iClub Membership, you need to contact MoneyBack Customer Hotline.
- If you terminate your MoneyBack membership, your iClub membership will also be terminated automatically.
Fortress may provide you with new services associated with your Fortress iClub membership from time to time, and these new services will be governed by the iClub Terms and Conditions and the terms and conditions of the respective services.
If Fortress is going to terminate the Fortress iClub Program, it shall give you at least three (3) months’ notice by advertising in major newspapers, as well as in the iClub Program Website.
If you breach or Fortress has reasonable ground to believe that you have breached these Terms and Conditions, Fortress may suspend or terminate your Fortress iClub Membership and seek to recover any damages that your breach may have caused to Fortress.
Fortress may make changes to these iClub Terms and Conditions from time to time without prior notice to you. A copy of the latest version of these Terms and Conditions will be available on the iClub Program Website and Fortress iClub App.
If there is any inconsistency or conflict between the English and Chinese versions, the English version shall prevail.
These iClub Terms and Conditions shall be governed by the laws of Hong Kong SAR.
Last update date: 17 May 2023