Terms & Conditions

These customer terms and conditions (“terms”) set out the terms and conditions relating to the use of our website at https://shop.samsung.com/hk_en/ (our “site”) and the contract between us for the sale of products (“contract”) via the area on the site where we sell products (the “online shop”). These terms do not cover the sale of our products by third parties to you.

In order to use the site, including the online shop, you must first agree to these terms. You must not use the site and may not accept these terms if you are not of legal age to enter into a binding contract.

Please read these terms carefully and understand them, before ordering any products through our site (“products“). You should understand that by ordering any of our products, you accept these terms. You may print a copy of these terms for future reference.

We reserve the right to amend these terms from time to time without assigning any reason and at our sole discretion. Whenever you wish to use the site, please check these terms to ensure you understand these terms which will apply at that time. These terms were most recently updated on 22 April 2024.

1. Information about us

1.1. In these terms, “we”, “us“, “our“ or “Samsung Hong Kong“ means Samsung Electronics H. K. Company, Limited, a corporation organised and existing under the laws of Hong Kong. We operate the online shop through our site in accordance with these terms.

2. Products

2.1. Any images or photographs of the products that we put on our site are for illustration only and actual products available for purchase in Hong Kong or Macau may differ from that shown. We shall use reasonable endeavours to make sure the colours, sizes and details are displayed accurately but errors may occur. In addition, we cannot guarantee that the way in which your computer displays these colours or details accurately reflects the products made available by us. The products you receive may therefore vary slightly from those advertised.

2.2. Any packaging that we use to provide the products to you may vary from any packaging indicated on our site (where applicable).

3. Order for products

3.1. Our order process will permit you to check the products you have ordered and amend any errors before submitting the order. Please ensure that you read through your order thoroughly before submitting it, as your order cannot be amended or cancelled once placed.

3.2. Your order constitutes an offer by you to buy our products on these terms. You are deemed to have placed an order with us by ordering via our online checkout process. We will only accept your offer (and form the contract of sale) when we send you an email confirming your order (“purchase order”).

3.3. We may refuse to accept your order or reverse your order:

3.3.1. Where the product is not available;

3.3.2. Where we cannot obtain authorization for your payment;

3.3.3. If there has been a pricing or product description error (see clause 3.6 below); or

3.3.4. When the product cannot be successfully delivered or installed; or

3.3.5. If you do not meet the eligibility criteria set out in clause 4 below.

3.4. The contract will only be formed when we send you an email that contains the purchase order. The parties to the contract are you and Samsung Electronics H. K. Company, Limited.

3.5. The contract will relate only to those products whose dispatch we have confirmed in the purchase order. We will not be obliged to supply any other products which may have been part of your order until the dispatch of such products has been confirmed in a separate purchase order.

3.6. All our products are subject to availability. If, for any reason, any or all of the products you have ordered are or become unavailable or there has been an error in the price or product description on our site or the online shop, we will make reasonable efforts to notify you of this as soon as reasonably possible after becoming aware of it. We do not warrant to sell the product to you at the listed price in the event of any error or omission in the listing of the price. In such event, we shall have no liability to you whatsoever, other than to refund you such amount paid by you (if any) for the affected product(s).

4. Your status

4.1. By placing an order through our site, you warrant that:

4.1.1. You are legally capable of entering into binding contracts;

4.1.2. You are at least 18 years old;

4.1.3. Any information you provide to us is complete and accurate;

4.1.4. You are purchasing products in your individual capacity for personal and domestic use. 

5. Our status

5.1. We may also provide links on our site to the websites of other companies, whether affiliated with us or not. We cannot give any undertaking that products you purchase from third party sellers through our site, or from companies to whose website we have provided a link on our website, will be of satisfactory quality, and any such warranties are disclaimed by us absolutely. You acknowledge that Samsung Hong Kong is not responsible for the availability of, and does not endorse the content of, links to external third party websites. This disclaimer does not affect your statutory rights against the third party seller.

5.2. You acknowledge that Samsung Hong Kong is not liable for any loss or damage that you may suffer as a result of the availability of, or your access to, any external links, including as a result of any reliance placed by you on the completeness, accuracy or existence of any advertising, products or other materials on, or available from, such external links.

6. Delivery location

The delivery address must be located within Hong Kong or Macau, with the exclusion of PO Boxes, areas that are restricted zones, logistics warehouse, transshipment warehouse or places that require security pass/ clearance. Without prejudice to the foregoing, the decision on suitability of delivery locations is at Samsung Hong Kong's sole discretion.

Hong Kong city area includes Hong Kong Island, Kowloon, New Territories and part of outlying islands including Tung Chung, Discovery Bay and Ma Wan. 

6.1 TV that is 55 inches or above can only be delivered to Hong Kong city area or Macau.

6.2 Refrigerator, washing machine and AirDresser can only be delivered to Hong Kong city area.

6.3 The order may still be undeliverable even if the delivery address is within the eligible districts due to size fitting and transportation feasibility. 

7. Delivery method

7.1. We will use a courier service to deliver the products to you.

7.2. The date listed on the order acknowledgement indicates the date we confirm the receipt of your order.

7.3. Delivery of the products does not normally include installation unless we expressively specified otherwise on our site.

7.4. We will be deemed to have delivered the product(s) to you when we deliver them to the address you gave us when placing the order or signing up to our online shop.

7.5. Within a reasonable time after the dispatch of your order, we will send you an email to advise that we have started to dispatch the products to the address you gave us.

7.6. All delivery dates quoted by us are estimates only and we reserve the right to change the delivery dates at any time, provided that we will make reasonable efforts to notify you of such change as soon as reasonably possible. We shall not be liable for increased cost, loss of profits or goodwill or any other incidental, direct or indirect or consequential damages due to late delivery of the relevant products.

7.7. Delivery and installation schedule:

7.7.1. Delivery arrangement

1. Delivery Dates & Hours: 

11:00am – 6:00pm (Every Monday to Saturday) 

No delivery on Sunday and public holidays

2. Estimated delivery dates for respective products will be displayed at checkout.

3. For delivery of TV, AV, Monitors and Home Appliances to Hong Kong city area, you can specify a delivery date and services during Checkout.

4. We will call to confirm the delivery time one working day before delivery. Delivery will only be arranged after confirmation. Please be reminded to answer the call.

7.7.2. Delivery Fee

1. Stairs charge and path charge are exempted for Online Shop orders. 

2. Remote island areas includes Cheung Chau, Peng Chau, Lamma Island, Mui Wo, Tai O, Tung Ping Chau, Tap Mun, and Po Toi Island. If not mentioned above, please call 3698 4698 for enquiry.

7.7.3. Delivery service:

1. Delivery time: 11:00 am – 6:00 pm (Mon to Sat), no delivery on Sun and public holiday.

2. Customer will be called to confirm the delivery time one working day before, logistic department will arrange the delivery only after confirmation, please remind customer to answer the call from logistic department.

7.7.4. Installation service:

1. Installation Service hour: 11:00am – 7:00pm (Mon to Sat), no service on Sun and public holiday.

2. Installation engineers will make the first call before 12 noon on the day of installation to confirm the on-site time with customer.

3. Installation can be carried out on the same day for appliances which successfully delivered before 6 pm.

4. Feature Wall Wallmount Installation Charge

• Sound device - $350
• Below 55” - $350
• 55" ~ 70" - $450
• 71" ~ 79" - $550
• 80" ~ 88" - $650
• 88” above – Quote separately

Pre-sales site visit should be arranged in advance for wall mount installation on feature wall, additional charges will be incurred.

Samsung will not be responsible or held liable for any loss or damage resulting from or in connection with the installation of TV or other products on the feature wall, whether direct or indirect, to the customer or any other party, including but not limited to -

1. Damage to the wall structure, outer decoration layer, conduit, electrical wire, water duct or signal wire.

2. Damage caused by walls or ceilings which are not sufficient to support the TV or other products with the mounting bracket

7.7.5. TV / AV / Projector / Monitor Extra Service and Charge:

* Outlying Island district: Cheung Chau, Peng Chau, Lamma Island, Mui Wo, Tai O, Tung Ping Chau, Tap Mun, and Po Toi Island

7.8 Installation, Extra Service and Charge 

7.8.1 Installation service arrangement:

1. Installation hours: 11:00 am – 7:00 pm (Mon to Sat)

No installation service on Sun and public holiday.

2. Our installation engineers will call before 12 noon on the day of installation to confirm the installation time with customer.

3. Installation service can only be arranged on the same day for orders which successfully delivered before 6 pm.

4. For online shop exclusive premium delivery & installation service (same-time), the installation engineer will be arriving at the same time as the product delivery. 

5. An extra installation charge of HK$300 is needed for remote islands, Macau areas and restricted area. (This surcharge will be collected on-site by the installation team). 

7.8.2. TV / AV & Monitor Extra Service and Charge:

1. You can enjoy a free stand, studio stand or wallmount installation service for any purchase of TVs or monitors on Online Shop (except remote island areas).

2. Wallmount installation service is only applicable for orders with wallmount or The Frame.

3. Studio stand installation service is only applicable for orders with studio stand.

4. If the TV or monitor is given as gifts with purchase, there will be any free installation service. If you wish to arrange an installation, please contact 3698 4698 for any enquiries. 

7.8.3. Refrigerator, washing machine and AirDresser installation service and additional chargers

1. You can enjoy a free standard installation service with any purchase of refrigerator, washing machine and AirDresser on Online Shop.

2. You can enjoy a free door change and door dismantle service of new or old Refrigerator (for applicable models only). 

Applicable models include RB29FERNCS9/SH, RB33J3200SA/SH, RB33J3200S9/SH, RB33R8899SR/SH, RB34T675FB1/SH, RB34T675FS9/SH, RF48A4000B4/SH, RB34A7B4FAP/SH#, RZ24A5470AP/SH#

3. You can enjoy a free lifting service (lifting product higher than 1 foot and installing) for any purchase of refrigerator, washing machine and AirDresser on Online Shop.

Note:

1. Customer has to ensure enough space for onsite door change request.

2. You would need to pay HK$380 & extra parts cost for refrigerator that has been door changed and switch back again to original design. 

7.8.4. Washing Machine basic installation services includes:

• Unboxing and move the machine to the designated installation location (within 5 meters and with enough space for installation)
• Connect the water inlet pipe (From customer water supply to the washing machine)
• Connect the water outlet pipe (From washing machine to customer drainage.)
• Conduct and complete washing cycle test (~10 mins)
• User Interface control introduction
• SmartThings APP installation and introduction (For QuickDrive model ONLY)

7.8.5. Washing Machine extra installation charge (incl. labor & material cost)

We do not accept any materials prepared by customers due to installation standard:

For any other services, the price will be quoted by installation or delivery team on site. 

(*) Socket wires connection service will be conducted together with installation service. We will not further arrange if customer has not informed Channel in advance.

(#) After installation, customer is responsible for any follow up decoration/ finishing work.

7.8.6. AirDresser free installation service include:

• Unboxing and move the machine to the designated installation location (Under the situation that have enough space for installation.)
• Power connection (If socket wires connection service needed, please request before service order creation.)
• Installation of water tray
• User interface test (Button/Display)
• Main part stability
• Leveling check (Foot adjustment)
• SmartThings APP installation and introduction
• User Interface control introduction
• Usage demo, cleaning tips and Descaling tutorial

7.9 Disposal arrangement

Disposal service does not include dismantling old product. Please make sure to remove any old TV connection and/or wall mount BEFORE the delivery. Delivery team will not move or dismantle anything in customer's premises. Without the above conditions, disposal service will NOT be carried out at the time of delivery.

1. Free disposal service is offered for purchasing TV, refrigerator, washing machine and AirDresser. 

2. Disposal service of old appliances is only applicable for the same category as the newly purchased appliance.

3. Delivery team reserves the right to refuse the dispose of the old machine if there are insects or leftover inside the appliances.

7.10. Other Conditions

1. Extra service, installation charge or remote island additional charge may be incurred if the actual circumstances is different from what is stated in the order details. Customer shall pay in cash to the delivery team. 

2. You are responsible to ensure that the new or original appliances can be moved in or out the requested place. If door dismantle is needed (e.g. kitchen doors, main door), you need to dismantle it by yourself. Delivery team will not move or dismantle anything in your premises.

3. Delivery service will be suspended when a typhoon signal No.8 or above/ black rainstorm signal is hoisted. We will reach out to you for delivery rearrangement for affected orders.

4. Any amendments of order (i.e. delivery date, delivery time session or contact information etc.), please inform Samsung at least 2 working days (excluding Sunday and public holidays) before the prior agreed delivery date.

5. We shall be deemed to have properly performed all obligations under the Contract upon delivery, and the Products delivered shall be deemed to be correct and of satisfactory quality.

6. Samsung Electronics H.K. Company, Ltd. reserves the right to amend any of the terms of delivery and installation. In case of dispute, the decision of Samsung Electronics H.K. Company, Ltd. shall be final.

8. Risk and title

Ownership of the products will only pass to you on the date, whichever is the later, of either (i) delivery; or (ii) when we receive full payment of all sums due in respect of the products, including delivery charges (if applicable). Risk of loss or damage of the products will however pass to you upon delivery.

9. Price and payment

9.1. The prices of the products quoted on our site are in Hong Kong Dollars (HK$). Unless specified otherwise, the prices of the products quoted on our site do not include delivery charges.

9.2. Product prices and delivery charges are subject to change at any time, but changes will not affect orders in respect of which we have already sent you a purchase order, save in the situations described in clause 3.6.

9.3. Payment must be made by either credit card (Visa, MasterCard, American Express or JCB), AliPay Hong Kong, PayMe, WeChat Pay, Samsung Pay, Octopus or FPS; or made by installments with HSBC, Bank of China (Hong Kong) or Standard Chartered credit cards (Visa & MasterCard) upon meeting designated checkout value, please find more details in 'Frequently Asked Questions'.

10. Exchange/ Return

For TV, refrigerator or washing machine, we accept free returns and refunds if the products are unable to be delivered due to size fitting. Returned products must be in its original, unopened and sealed package.

Macau customers may cancel or return their orders within 7 days from the date of order receipt. We may charge you an administrative cost and respective delivery charge for the returned orders.

In case of faulty products or if the products delivered are not what you ordered (the model or color is different from what is indicated on the order summary), please contact Samsung Customer Service within 7 days upon product receipt to arrange an exchange of product.

For faulty products, please provide related photos or videos. If we confirmed the product is faulty after checking, we will arrange product replacement.

Mobile product such as smartphones, tablets or laptops, it is required to show the IMEI number of the product for verification purpose. 

We may arrange an on-site checking at your shipping address for products such as TV, AV, monitor, home appliances.

Returned product(s) must be in brand new condition and returned in its original packaging along with all accessories (including manuals, warranty cards, certificate of authenticity). All packaging must be unmarked and not defaced in any manner.

Product must be returned in the original delivery box (or with, at least, suitable packaging) to protect the product from damage during return delivery.

We reserve the rights to reject any cancellation, return or refund requests that we deem unfit, unreasonable or unjustified at our sole discretion.

11. Product warranties

For details regarding any warranty on products listed on the site, please refer to: https://www.samsung.com/hk_en/support/your-service/main. Such warranty is offered by Samsung Electronics H. K. Company, Limited.

12. Exclusion of warranties

12.1. You may have rights which cannot be excluded, restricted or modified. The exclusions of warranties, and the limitation of liability in clause 13 below, apply subject to any rights you may have under such laws.

12.2. You agree that your access to and use of the site is at your sole risk and that the site is provided “as is” and “as available”. In particular, Samsung Hong Kong does not warrant to you that:

12.2.1. Your access to and use of the site, including for the purpose of purchasing products through the online shop, will meet your requirements (and you expressly acknowledge that you have relied on your own experience, skill and judgment to evaluate the site and products and that you are satisfied as to the suitability of the site and products to meet your requirements); or

12.2.2. Your access to and use of the site will be uninterrupted, error free, timely or secure.

12.3. Without limiting the foregoing, and to the extent permitted by law, all express and implied representations, conditions, warranties, guarantees or other provisions that are not contained in these terms (whether based in legislation, the common law or otherwise) are excluded, including any representations, conditions, warranties or guarantees as to acceptable quality, fitness for purpose or timeliness. Notwithstanding the foregoing, this clause is not intended to exclude any implied undertakings provided under sections 15, 16 or 17 of the Sale of Goods Ordinance (Cap. 26).

12.4. If any condition, warranty, guarantee or other provision is implied or imposed in relation to the contract (whether based in legislation, the common law or otherwise) and cannot be excluded (a “non-excludable term“), and Samsung Hong Kong is able to limit your remedy for a breach of such non- excludable term, then Samsung Hong Kong's liability for such a breach of a non-excludable term is limited to one or more of the following, at Samsung Hong Kong's option:

12.4.1. In relation to goods, the repair of goods, the replacement of goods or the supply of equivalent goods, , the payment of the cost of having the goods repaired, the payment of the cost of replacing the goods or acquiring equivalent goods; or

12.4.2. In relation to services, the supplying of the services against or the payment of the cost of having the services supplied again.

13. Our liability to you

13.1. We will be liable for a failure to comply with these terms where the breach is one that is contemplated by us both at the time that a contract is formed in respect of any particular product order and arises from our gross negligence or wilful default but not where the loss or damage is not of a type which was contemplated at the time of the contract.

13.2. Subject to our obligations under the non-excludable terms, nothing in these terms shall render us liable to indemnify you in respect of any liability of any kind incurred by you to any other person.

13.3. Subject to our obligations under the non-excludable terms, we will not be responsible for any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure) or any other indirect or consequential loss.

13.4. Nothing in these terms excludes or limits our liability for death or personal injury caused by our gross negligence, fraud or fraudulent misrepresentation, any breach of the obligations implied by law, or any other matter in respect of which it would be illegal for us to exclude, or attempt to exclude, our liability.

13.5. Subject to clause 13.4, we will not be liable for losses that result from our failure to comply with these terms, including but not limited to, loss of income or revenue, loss of business, loss of profits, loss of anticipated savings, loss of data, or waste of management or office time.

14. Use of any personal information and data you provide to us

Any personal information that we may collect from you on our site, whether on online forms or as part of the ordering process, will be dealt with in accordance with our privacy policy available at https://shop.samsung.com/hk_en/privacypolicy.

15. Availability and content

15.1. Access to the site, including the online shop, is permitted on a temporary basis, and we reserve the right to withdraw or amend the site without notice. We shall not be liable if, for any reason, the site is unavailable at any time or for any period.

15.2. From time to time we may, at our sole discretion, restrict access by any one user, groups of users or all users to parts of the site and/or to our entire site without notice and/or assigning any reason.

15.3. You must treat any user name, password or any other piece of information provided as part of our security procedures as confidential and not disclose it to any third party. We reserve the right to disable any user name or password, whether chosen by you or allocated by us, at any time, if (in our opinion) you fail to comply with these terms.

15.4. You are responsible for making all the arrangements necessary to have access to the site and the online shop. You are also responsible for ensuring that persons who access the site and online shop through your internet connection are aware of these terms and comply with them. Please notify us as soon as possible in writing if you become aware that activities on your account are unauthorized or you have become aware that your account details have been compromised.

15.5. While we will make reasonable efforts to ensure that the information on the site, including on the online shop, is correct, the material displayed on it is provided without any guarantees, conditions or warranties as to its accuracy, including, but not limited to, information about the products and prices listed.

15.6. We reserve the right to suspend, modify or amend the site, including the online shop and/or the products offered, at any time.

16. Viruses, hacking and other offences

16.1. You must not misuse the online shop by knowingly or negligently introducing viruses, trojans, worms, logic bombs or other material which is malicious or harmful. You must not attempt unauthorized access to the online shop or our site, the server on which the online shop or site is stored or any server, computer or database connected to the online shop, or attack the online shop or site via a denial of service attack, distributed denial of service attack or other similar means.

16.2. We will not be liable for any loss or damage caused by a distributed denial of service attack, viruses or other harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of the online shop or our site or downloading any material posted on it or any website linked to it.

17. Transfer of rights and obligations

The contract between you and us is binding on you and us and on our respective successors and assignees. You may not transfer, assign, charge or otherwise dispose of the contract, or any of your rights or obligations arising under it, without our prior written consent. We may transfer, assign, charge, sub-contract or otherwise dispose of the contract, or any of our rights or obligations arising under it, at any time during the term of the contract.