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Terms and Conditions

Okooko terms and conditions of use

PLEASE READ THE FOLLOWING TERMS OF USE AND SERVICE AND DISCLAIMER CAREFULLY BEFORE USING THIS WEBSITE (this "Site" or "Website") OR PLACING AN ORDER. Our products and services are made available to you only subject to these Terms and Conditions and any other rules posted on our Website. By using this Site, you agree to the following terms of use. If you do not agree to these terms, you may not use this Site. Okooko reserves the right, at any time, to modify, alter, or update these Terms of Use. By accepting our terms of use, you agree to be bound by such modifications, alterations, or updates.

Paua Trading Co Limited is herein referred to as Okooko.

We recommend you retain a copy of the Terms and Conditions for future reference.

Okooko is the trading name of Paua Trading Co. Limited, a company incorporated in Hong Kong under company number 1112519. Our registered address is 2602 Horizon Plaza, 2 Lee Wing Street, Ap Lei Chau, HONG KONG.

General

The information contained in this Site, including but not limited to the rules that govern the use of the Site, is subject to change without notice. Your use of the Site following any such change constitutes your agreement to follow and be bound by the rules as changed.

Electronic communications

Most communication with you will be electronically by e-mail. Such information, agreements, notices, disclosure given electronically satisfy any legal requirement that such communications be in writing.

PURCHASING

Eligibility to Purchase

In order to make purchases on the Website you will be required to register and provide your personal details, including but not limited to your real name, phone number, e-mail address and other requested information. Furthermore, you will be required to provide payment details, in doing so you represent and warrant that all information is both valid and correct and you confirm that you are the person referred to in the Billing information provided.

The Website is available only to individuals and others who meet Okooko’s terms of eligibility, and who have been issued a valid credit card by a bank acceptable to Okooko, whose applications are acceptable and who have authorized Okooko to process a charge or charges on their credit card in the amount of the total purchase price for the products which they purchase. Products purchased by the buyer are for personal or gift use and should not be re-sold, used for commercial purposes or any other commercial benefit. Okooko reserves the right, without prior notification, to limit the order quantity on any item and/or to refuse service to any customer. Okooko will not be liable to you or any third party by reason of our withdrawing any merchandise from the Website whether or not that merchandise has been sold, or editing any materials or content on the Site, refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

Verification of information may be required prior to the acceptance of any order. By making an offer to purchase merchandise you expressly authorize us to perform credit checks and where deemed necessary, at Okooko’s sole discretion, to transmit or to obtain information (including any updated information) about you to or from third parties, including but not limited to credit reports, authentication of your identity, validation of your credit card, and to authorize individual purchase transactions.

Furthermore, you agree that we may use Personal Information provided by you in order to conduct appropriate anti-fraud checks. Personal Information that you provide may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information.

Please refer to our Privacy Policy for further information about how we use your data.

Order acceptance

All orders are subject to acceptance and availability, and items in your shopping basket are not reserved and may be purchased by other customers.

The receipt of an order number or an email order confirmation does NOT constitute the acceptance of an order or a confirmation of an offer to sell.

Acceptance of your order and completion of the contract between you and Okooko will be completed when we email you to confirm the goods have been dispatched. The sale contract is concluded in Hong Kong, and the language of the contract is English. No third party has the authority to accept an order on behalf of Okooko.

For items priced incorrectly please refer to the below section “Product descriptions and Pricing”

Product descriptions and Pricing

Whilst every effort is made to make sure details on our website are accurate, we may from time to time discover an error in the pricing of products or description of products. Errors will be corrected when discovered, and Okooko reserves the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted).

If we discover an error in the pricing of a product in your order, we will let you know as soon as possible. We shall be under no obligation to accept or fulfil an order for a product that was advertised at an incorrect price and reserve the right to cancel such an order that has been accepted or is in transit. If you order a product that is priced incorrectly for any reason, we will email or telephone you to inform you that we have not accepted your order and/or that the relevant part of your order has been cancelled. If you have already paid for the goods, we shall refund the full amount as soon as we are able. In the event that products are recalled in transit, we will process your refund once the products have been returned to us.

We have made every effort to display as accurately as possible the colours of our products, however, as computer monitors vary, we cannot guarantee that your monitor's display of any colours will be completely accurate. Please also note most of our furniture products are solid wood; natural timber varies in grain and pattern tone, giving your piece of furniture its own unique character, it will never be identical to the image shown on the Website as a result.

Duties and Exchange Rates

Prices shown on the Website are in HK Dollars (HKD $) and US Dollars (USD $).

To ensure that the most accurate pricing and delivery costs are displayed, we recommend you select your country from the list of shipping destinations at checkout.

Most countries are shipped on a DDU (Delivery Duty Unpaid) basis. If this includes your destination, product prices displayed are exclusive of all taxes and duties. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. Import duty or tax costs will be invoiced to you directly by our nominated freight forwarder or an import broker appointed by them or by you, and payment of these is necessary to release your order from customs on arrival. As we are unable to advise the amount this may be, we will always seek your confirmation by email prior to dispatching a DDU order. Please look out for this email to ensure timely dispatch of your order.

Product prices are set using existing currency exchange rates. These prices are subject to change if the applicable currency exchange rate changes before your order is accepted or the items are subject to markdowns at any time during the selling period.

Promotion Codes

Promotion codes are non-transferable and there is no cash alternative. Furthermore, they cannot be used in conjunction with any other promotion code or offers, and must be redeemed by the date published, if provided.

Payment

Payment can be made by Visa, MasterCard, and American Express and any other methods which may be clearly advertised on the Site from time to time. You can also choose to pay with PayPal. When selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to the Okooko Website. Payment will be debited and cleared from your account upon dispatch of your order. You confirm that the credit card that is being used is yours or that you have been specifically authorised by the owner of the credit card to use it. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to Okooko we will not be liable for any delay or non-delivery.

We take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Website.

Insurance

You will own the goods on and from the later of the point in time when: (a) we receive payment in full, or (b) we deliver the goods to you.

Okooko insures all products purchased during the time it is in transit until it is delivered to your specified delivery address. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by Okooko, and transfer of responsibility in the same way. The goods are your responsibility from the time we deliver them to the address you gave us.

Delivery

We take great care in getting your products to you as quickly and safely as possible. Delivery times appearing on the Website are estimates and are to be used as a guide only and commence from the date of dispatch.

Okooko is not responsible for any delays caused by destination customs clearance processes.

If delivery is delayed by any event outside of our control, we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay. Provided we do this, we will not be liable for delays caused by the event.

The freight forwarder will contact you with the telephone number(s) you provided us at checkout. Please make sure these are accurate.

The freight forwarder will contact you in advance to schedule delivery. Available delivery times will vary depending upon the freight company's schedule.

Most items will be delivered to only the nearest ground level entrance of your home/business. Exceptions include apartments and unusual driveways. Many freight forwarders will provide stair service or bring the item(s) to a specific room for an additional fee.

Damaged/Defective Products

We ask that you please exhibit due diligence when signing for delivery.

If the item appears damaged:

  • Before signing the delivery receipt, inspect the carton(s) for damage (including dents, crushing, creasing, tears, etc) and note this on the receipt. The driver is not required to wait for you to unpack the item unless visible damage is seen.
  • If during delivery, it is obvious the item(s) are damaged, you may ask the driver to unpack and inspect the contents with you. If damage is found, clearly note it on the delivery receipt. Be sure to keep your copy and Contact Us immediately. If you suspect damage, please call (852) 2870 1132 before signing the delivery receipt.
  • Please do not refuse delivery of shipments, even if the box appears damaged. Often a box can look “trashed” but due to the care taken in packaging our products, most likely only a replacement part is needed. It is much more efficient to send only a replacement part, rather than the entire piece. Digital photos of any damages are always required. Please photograph the piece as well as the box it arrived in. Be sure to keep all original packaging until the claim is resolved. We cannot pick up or replace any damaged items unless they are in their original packaging. Should items be refused due to damage and upon inspection it is found there are no damages you will be responsible for the shipping costs incurred.
  • If, upon opening a package, you find damage or defect related to the product, you must notify us within 5 business days.
  • After 5 business days all products will fall under the warranty of their respective manufacturer. Please refer to any warranty information that comes with your item(s) for further instructions.

Additional fees may apply for the following:

  • Redelivery: If you miss your designated delivery appointment, the freight forwarder may charge you a fee. The decision to redeliver is solely that of the freight forwarder. Your item(s) may be redelivered to Okooko if you miss your designated delivery time or if the freight company is unable to contact you. In the event this occurs, the cost of return shipping will be deducted from your refund. Please also see the Refused Delivery section.
  • Storage Charges: You have 1 business day to respond to the freight forwarder once they contact you to arrange delivery. If the freight forwarder has not heard from you and needs to store your item(s), you may be charged storage fees as set by the freight forwarder; these vary from country to country. Storage fees may also apply if you are not able to accept delivery within 3 business days of the carrier contacting you.
  • Refusal of Delivery: You will be responsible for the total shipping costs for the refusal/return of any non-defective or undamaged item. This includes shipping to you and return shipping. Return shipping fees are to be paid directly to the freight company prior to shipment. If fees are not paid in advance, they will be deducted from your refund.
  • Extra Labour Fees: If you would like your item(s) to be carried into your home or up any stairs, additional fees may apply. These fees vary from country to country and may not be provided. Costs need to be negotiated directly with the freight forwarder.
  • By purchasing an oversized item, you authorize Okooko and/or the freight forwarder to assess any additional fees as necessary to credit card according to the fee schedule above.

Cancellation Policy

Cancellation of an order prior to shipping will not incur cancellation fees.

If you cancel an order after it has shipped or if it is refused upon delivery for reasons other than damage, you will be liable for the following:

  • 15% retail value of the product for restocking fee;
  • All shipping fees including the cost of shipping the products(s) to you and the cost of bringing the product(s) back to our distribution centre; and a
  • Cancellation Fee (see below)

Please note this includes orders that qualify for free shipping.

Cancellation Fees:

  • All shipped or refused orders between HK$5,000 and HK$20,000 will impose a HK$500 cancellation fee.
  • All shipped or refused orders HK$20,000 and over will impose a HK$1,000 cancellation fee.

Returns and Exchanges

Please select your items for your purchase carefully. Ordering the correct size, model, and thickness of a mattress or furniture and/or accessories is the responsibility of the customer. We are not responsible for, nor do we accept returns for erroneously placed orders.

Only mattresses, in like-new condition, are eligible for return within the 100-day trial period. Bed Frames, Furniture, Kids items and Accessories do not have a trial period and are not eligible for return or refund unless they are faulty and then the relevant items warranty terms and conditions will apply, if any. For details of all warranties please see the Warranty section.

Try your mattress in the comfort of your own home for 100 nights. If it is not for you, you have 100 days from the date of receiving your mattress to send it back for a refund. You must request a Returns Merchandise Authorization (RMA) number by email to enquiries@okooko.com. We will then advise how to pack the mattress for collection and advise you which freight forwarder to contact.

Return shipping on mattresses is complimentary on all exchanges and refunds; however, if you are based outside of Hong Kong you will need to pay taxes and duties on this.

Conditions of mattress return:

Your mattress is only eligible for return if it is clean and stain free. Carefully package your mattress in a heavy duty mattress bag and a heavy duty mattress box. Make sure that all the edges are sufficiently taped. A local moving company will be a great place to find the materials necessary to ship your mattress. After everything is packed up, clearly mark your package with your name and RMA number and ship via our nominated shipping company.

Please note that no unauthorized returns will be accepted. The authorization can only be obtained from Okooko. All returns are subject to approval. Damaged, soiled, or incomplete mattresses will not be accepted, nor will returns without an RMA#. Once your return has been accepted we will arrange a refund back to the original payment method. Customs duties and sales taxes are non-refundable and must be borne by the customer. Refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

If promotional items have been included with the sale, the value of these will be deducted from the refund amount.

Warranties and disclaimers

Okooko intends for the information and data contained in the Site to be accurate and reliable, however, since the information and data have been compiled from a variety of sources, it is provided "AS IS." You expressly agree that your use of this site is at your sole risk. Okooko, EXPRESSLY DISCLAIMS all warranties and/or conditions, express or implied, as to any matter whatsoever relating to or referenced by this site, including, but not limited to, the implied warranties and/or conditions of merchantability or satisfactory quality and fitness for a particular purpose and non-infringement. Learn more about product warranties here.

Use of site

By using this Website you agree that you will be personally responsible for your use of this Website and for all of your communication and activity on this Website. Harassment in any manner or form on the site, including via e-mail, chat, or by use of obscene or abusive language, is strictly forbidden. Impersonation of others, including an Okooko or other licensed employee, host, or representative, as well as other members or visitors on the site is prohibited. If we determine that you are or have been engaged in prohibited activities, were not respectful of other users, or otherwise violated these terms and conditions, we will deny you access to this Website on a temporary or permanent basis.

You may not upload to, distribute, or otherwise publish through the site any content which is libellous, defamatory, obscene, threatening, invasive of privacy or publicity rights, abusive, illegal, or otherwise objectionable which may constitute or encourage a criminal offense, violate the rights of any party or which may otherwise give rise to liability or violate any law. You may not upload commercial content on the site or use the site to solicit others to join or become members of any other commercial online service or other organization.

Links to other sites

Certain content, products and services available via our Website may include materials from third-parties.

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.

We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please carefully review the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

Copyrights and trademarks

This Website and its contents are intended for your personal use. Unless otherwise noted, all content on this site, including text, graphics, logos, icons, images, audio clips, and software, is the property of Okooko and protected by Hong Kong SAR and international copyright laws. You may not modify, publish, adapt, transmit, participate in the transfer or sale, exhibit, distribute, display, reverse engineer, decompile, dissemble, perform, reproduce, create derivative works from, or in any way exploit any of the site content, on this site, in whole or in part. You may download or copy one copy of the site content for personal, non-commercial use only, provided that no changes in or deletion of author attribution, trademark, legend, copyright notice, or other proprietary notices shall be made. Downloading or copying site content for other than personal, non-commercial use is expressly prohibited without the prior written permission of us or any other copyright owner. You acknowledge that you do not acquire any ownership rights by downloading or copying any of the product listings, descriptions, or prices. You expressly acknowledge you may not use any trademark, logo, or copyrighted material from the site or use any meta tags or any other hidden text utilizing our names or trademarks, without Okooko’s express written consent. You shall be solely responsible and liable for any and all damages resulting from any infringement of copyrights, proprietary rights, or any other harm resulting from any uploading, posting or submission of your content on the Site. The Okooko Website and logo are service marks of Okooko. All other trademarks, product names and company names or logos cited herein are the property of their respective owners.

Limits on Our Liability

Okooko 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 the client or by other person arising (directly or indirectly) from or out of or relating to these terms and conditions.

If, in any circumstance, Okooko is found liable for loss or damage you suffer as a foreseeable result of Okooko breaching these Terms and Conditions Okooko will only be liable for loss or damage up to 150% of the total value of goods purchased.

We are not responsible for losses not caused by our breach or negligence, indirect losses which are a side effect of the main loss or damage and which are not reasonably foreseeable by you and us (for example, loss of profits or loss of opportunity).

We are also not responsible for failure to meet any of our obligations under these Terms and Conditions where such failure is due to events beyond our reasonable control.

Applicable laws

This Website is operated by Okooko, from its office in Hong Kong. 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.  

Okooko makes no representation that the information in the Website is appropriate or available for use in other locations, and access to the Website from territories where the content of the Website may be illegal is prohibited. Those who choose to access the Website from other locations do so on their own initiative and are responsible for compliance with applicable local laws.

You agree to comply with all applicable laws, statutes, ordinances and regulations regarding your use of our Site and your purchase of products or services through our Website.

Okooko shall have the right, at any time, or from time to time, to modify or vary or supplement all or any of these terms and conditions.

No failure or delay by Okooko to exercise any right, power or remedy under these terms and conditions shall operate as a waiver, nor shall it affect the legality, validity and any rights, powers or remedies by law.

If any provision of these terms and conditions shall be construed to be illegal or invalid, they shall be removed from these terms and shall not affect the legality, validity and enforceability of the other provisions of these terms and conditions.

Use of this site constitutes acceptance of our Terms and Conditions. All rights reserved.