Return and Refund Policy
[General Terms and Conditions]
1. Mustelahk.store is the official online shopping website (" the E-shop ") of Mustela® Hong Kong (Techtree Hong Kong Limited) ("we" ), providing every customer with an easy shopping service to select Mustela® natural skincare products.
2. These Terms and Conditions apply to your browsing and use of this website and your ordering of goods from Mustela® Hong Kong through this website . The relevant services are provided to you in accordance with the following terms and conditions, and other rules set out on the website. Please read the Terms of Use (hereinafter referred to as the "Terms of Use") carefully. By using this website, you indicate that you have read and understood the Terms of Use in detail and agree to be bound by them.
3. Mustela® Hong Kong reserves the right to update and change the content, prices, or terms of this website at any time without notice. In the event of any dispute, Mustela® Hong Kong reserves the right to make the final decision on the interpretation and revision of the terms and conditions of the listed services.
Shopping Process
1. For any special custom-made gift basket requests, in addition to online ordering, we also have a hotline at (+852) 2525 3591 and WhatsApp (+852) 6280 4959 for customers to call and order during office hours.
2. E-shop accepts credit cards (VISA , Mastercard, etc.) American Express card is accepted as a payment method. Telephone orders will also accept the aforementioned credit cards. or Bank transfer details (details of bank transfer payment will be provided via WhatsApp at the time of ordering) Once the customer confirms the order details, the payment process will be handled by a third-party payment service platform. E-shop will not record the customer's credit card information in this process. By placing an order, the customer agrees to be subject to its terms and conditions, and that the customer's credit card information will be collected, processed, and retained by the payment service platform provider. The customer also understands that they may be solely responsible for any losses incurred or generated during online credit card transactions, and we shall not be liable for any such losses, in whole or in part, under any circumstances.
3. After the customer successfully submits their order, we will send a message via WhatsApp to the phone number provided by the customer after payment. The message will include the recipient's name, address, product items, quantity, details of all gifts/gift cards included in the gift basket, and the estimated delivery time. Please carefully verify the WhatsApp message, the ordered items, and the delivery details to ensure the order information is accurate.
4. We are not responsible for any refunds/exchanges/compensation caused by incorrect information provided by the customer or other factors beyond our control that result in delays or failures to deliver the goods.
5. Once an online order is accepted, refunds, returns, or exchanges are not permitted. For any changes to order delivery arrangements or any questions regarding your order, please contact us via WhatsApp (+852) 6280 4959 or email cshk@expanscience.com .
6. All prices displayed on this website are in Hong Kong dollars, and the prices and promotional offers shown are only applicable to the E-shop .
Delivery arrangements and shipping cost calculation
1. Delivery service is limited to Hong Kong and Macau, including Hong Kong Island, Kowloon, the New Territories, and some remote areas, including Lantau Island (such as Mui Wo), Lamma Island, Peng Chau, Cheung Chau, Tai O, and Discovery Bay. Ma Wan. Delivery areas to remote areas are subject to verification upon order submission. All goods / gift baskets are not delivered to hospitals or airports.
2. Delivery fees are HKD$40 for residential and commercial areas in Hong Kong Island, Kowloon, and the New Territories ; and HKD $100 for remote areas . Delivery to Macau will be cash on delivery, and customers will need to pay the delivery fee themselves. Online store only : From now until December 31 , 2025 , for purchases over HKD$300 after discounts , delivery fees are free for Hong Kong Island, Kowloon, and the New Territories; delivery fees for remote areas are HKD $ 60 , which will be deducted at checkout.
3. Delivery time ( for reference only ) : ※ Monday Wednesdays and Fridays: Hong Kong Island, East Kowloon ( Po Lam , Tseung Kwan O , Kowloon City District , Kwun Tong District , Wong Tai Sin District , Sai Kung , Hung Hom , Whampoa , Ho Man Tin ) , New Territories East ( Sha Tin District , Tai Po District , Fanling , Ma On Shan ) . Tuesdays and Thursdays: Hong Kong Island ( excluding Southern District ) , Kowloon ( Austin , Olympic District , Prince Edward , Tai Kok Tsui , Yau Tsim Mong District , Sham Shui Po District ) , New Territories West ( Tsuen Wan District , Kwai Tsing District , Tuen Mun , Yuen Long , Tin Shui Wai , Tung Chung designated areas ). Delivery time to outlying islands is approximately 5 working days after order placement ; actual delivery time may vary depending on the courier company. For areas outside Macau, delivery time will be determined by the courier company.
