Terms & Conditions

Online Shopping Service: Terms of Service

*Notification: No delivery service during 16th - 23th Sep,2021, and the delivery arrangement will be delayed. We apologize for any inconveniences caused and thank you for your understanding.

Thank you for shopping online and please note the following:

Once online order is confirmed, you may not add item or combine the delivery with any other purchases made from store or online.

1. Delivery Arrangement

1.1  Goods will be delivered within 8-15 working days, final delivery date is subjected to actual situation.
1.2. Assembly service must be used together with the delivery services and must be carried out at the same address as the delivery address for the order.

1.3. We reserve our right not to accept or cancel an order for any reasons at our sole discretion, including without limitation.
       A.No sufficient stock to deliver the merchandise you have ordered;
       B.No delivery can be arranged for your area; or
       C.One or more of the merchandise you ordered was listed at an incorrect price due to a human or computer error or an error in the pricing information.

1.4. Once online order is confirmed, it is NOT POSSIBLE to:

·      change the delivery method

·      combine the delivery with any other purchases from online or store

·      add new items and services to the original order

1.5. If we deliver goods on the agreed delivery date and time with the customer but the customer fails to collect the goods, we will arrange for another delivery and charge the customer extra delivery fee.


1.6. If you would like to add new items and/or services, please contact us to cancel the original order and place a new order via the website. We will arrange refund to the account of your original payment within 4 weeks.

If you need to change the delivery time of an online order, please notify within 3 working days after the order is placed. You can contact online customer service department officer to inform the relevant arrangement.


1.8. If you would like to amend the order (partial or full cancellation on items or service, your delivery will be rescheduled.

1.9. When shopping Hecom online store, customers can delay to receive the goods within 30 days after the order is confirmed. Overdue goods are considered as abandoned goods and all payments will not be refunded.


2. Delivery

2.1. Delivery of the Hecom Online Store is limited to Hong Kong Island, Kowloon, New Territories and some designated outlying islands in the Hong Kong Special Administrative Region (Tung Chung/Ma Wan/Discovery Bay)


2.2. If the delivery address is a ferry terminal, you must arrange your own drop off/pick up arrangement.

2.3. The consignee shall be at least 18 years old and the authorized representative of the customer. Any instruction and information provided by the consignee shall represent the customer. The customer / authorized receiver shall carefully check and count the quantity of the goods before signing for the goods. Once signed, we shall not be responsible for the goods.


2.4 When delivering goods, if the delivery van (5.5 metric tons or above) cannot reach the building gate directly, or there is no lift in the building or the purchased goods cannot or are not allowed to enter the lift and need to be carried upstairs by delivery staffs, the customer shall pay an additional fee.

3. Refund

3.1. No revision or change of purchase orders is allowed.


3.2. Under one of the following situations, the product cannot be replaced or refunded:


a, Please be informed that measurement of mattress may have a discrepancy of ±3/4 inch1.9cmand the measurement of sofa/sofa bed±3 inches7.6cm,which cannot be established as a ground for exchange or refund.


b, We are not responsible for any defects caused by improper use/handling of products.


C, We are not responsible for goods that get mouldy due to poor maintenance or environmental factors.


d, Mattresses, Pillows and other kinds of foam products may have some special odour when freshly made. The odour will disappear in a period of time. No exchange or refund can be made.


e, Colour of leather and veneer may differ among products. No refund or exchange of goods can be made.


f, Due to hygiene reasons, all pillows, beddings and mattresses are strictly non-exchangeble.


3.3. We cannot accept exchange or return of previously assembled, open packaging or damaged items, discounted display items, and all products that have already been cut.

3.4. Refund would be settled in 4 weeks. Refund shall always be done through the same payment method as you purchased. If you paid by credit card, refunds will be processed to the original credit card.

4. Products

4.1. All products are taken as it is, but due to camera technology, lighting and other factors, actual products may vary slightly different from photo. Actual products shall prevail.
4.2. All orders are subject to final confirmation subject to availability of the goods. If We fail to provide any ordered goods, we have the right to amend or refuse to accept the order and will notify the customer by telephone or email prior to delivery.


Hecom reserves the right to amend or update this Terms of Service. In the event of conflict between the English and Chinese version, the Chinese version shall prevail. For any other enquiry, please contact our CS hotline: 272 333