Terms of Online Sales

Terms of Online Sales

  1. As all orders are processed by a computer system, FUTEX will not be responsible for order cancellations caused by system errors or technical issues.
  2. Once an order is submitted, refunds will not be arranged except under the specific circumstances stated below.
  3. If an order includes pre-order items with different estimated arrival dates, the order will be shipped only after all items are available.
  4. We strive to ensure accurate stock information on our online store. However, some stock levels may not be updated in real time. If an item is sold out and requires additional time for replenishment, our staff will contact the customer directly. (Except for items clearly listed as pre-order: once an order is placed, no refunds will be arranged unless the product has been discontinued.)
  5. All product photos are taken of actual items. However, due to shooting conditions, lighting, printing, and image composition, there may be minor differences between the product images and the actual items. We kindly ask for your understanding.
  6. Customers must ensure their name, email address, phone number, and delivery address are accurate when submitting an order. FUTEX will not be responsible for any loss or delay caused by incorrect information provided by the customer.
  7. FUTEX reserves the right to unilaterally amend the above terms and any other sales-related terms without prior notice. Customers who do not agree may choose to stop using our online ordering service; however, confirmed orders will not be affected.
  8. In cases where the same item is not available, it will be exchanged for another item of equal value. For exchanges to higher-priced items, the customer must pay the price difference. No refund will be given for exchanges to lower-priced items.
  9. After inspecting returned defective items and related proof documents, we reserve the right to refuse any refund or exchange. If a return or exchange is accepted, FUTEX reserves the right to charge administrative or handling fees, regardless of the reason for the return/exchange.
  10. Discounted items are not eligible for cash refunds. Refunds for such items will be credited as shopping credits to your FUTEX account for future purchases.
  11. If a product is found defective, please bring the item together with the receipt to the FUTEX showroom for exchange within 7 working days after delivery. Requests made after this period will not be accepted, and the transaction will be considered complete.
  12. Delivery service for orders will be provided by SF Express and Hongkong Post. Your delivery rights are subject to the terms and conditions of the respective courier companies, which you may request to review. By selecting our delivery service, you agree that FUTEX may entrust SF Express or Hongkong Post to handle all shipping matters on your behalf. FUTEX will not be liable for any acts or misconduct of these companies. If SF Express, Hongkong Post, or the supplier fails to contact you within 30 days for delivery, FUTEX reserves the right to cancel the order and refund the amount paid, after deducting a 10% handling fee (to cover online transaction and shipping costs).
  13. In case of any dispute, FUTEX reserves the right of final decision.