Account Service

1.1.

The Customer may, subject to the procedures specified by Watsons Water or WWS from time to time, open and utilize an account to purchase products and services.

1.2.

The Customer agrees to provide us with accurate, complete and updated information^ for maintaining the registered account. We rely upon the provided information to provide services. Where any services are to be provided by any third parties, the Customer agrees to the transfer and disclosure of information.

1.3.

Where the Customer has set up a credit account, direct debit or credit card payment authorization, the Customer accepts additional terms and conditions where applicable.

1.4.

New credit accounts are registered for the free e-Statement Service by default. Customers who request paper statements or fail to provide a valid email address or fax number will be charged HK$20 per paper statement for each account in the subject month.

1.5.

If the Customer closes the account or does not use it for a specified period (currently, 3 years), we shall, for your own and our protection, deem your account to be no longer in use and deactivate your account. All Customer information, including but not limited to contact history and transactions, will be retained for a maximum of 7 years and deleted accordingly.

Ordering Service

 2.1.1.

Online Purchase at Watsons Water and Watsons Water Solution’s e-shop

(a)

Registration

 i) 

You must register as a user before placing any order through our  website or mobile app. During the registration:

• You must provide us with accurate, complete and up to date registration information^;
• You must safeguard your username and password;
• You authorise us to assume that any person using the e-shop with your username and password is either you or is authorized to act for you;

• We have the absolute discretion to refuse registration of a potential Customer and to terminate the registration of any Customer for any reason whatsoever.

 ii)

Please inform us via the website, mobile app, email, phone or in writing immediately of any changes to the provided information so that we can communicate with you effectively.

 iii) 

If your account is not used for a specified period (currently, 3 years), we will, for your own and our protection, deem your account to be no longer in use, and we will deactivate your account, and all your accumulated points and/or e-vouchers will be forfeited (where applicable). You will need to reapply for a new account to make further purchase.

 (b)   

Payment 

 i)

We accept Visa, MasterCard, Alipay HK, Google Pay and Apple Pay. 

The maximum amount per transaction is HK$20,000.

Note: Do not enter spaces or dashes when inputting card numbers.

 ii)

Under Credit Card Purchase Protection services (e.g. Visa Verification Service, MasterCard Secure Code), Customers can enjoy safe and secure shopping by using their credit card with a password or security code. Any credit cards used must be valid.

iii)

You confirm and warrant that you have obtained the consent of the named credit card holder to settle all payments on your behalf.

iv)

All product prices are in Hong Kong Dollars. Prices may differ from those of the same products in other shops or channels. The applicable price shall be the price listed on our website or mobile app at the date of purchase.

v)

Acceptance of orders is subject to our sole discretion. A final receipt will be issued on delivery of goods to your address.

vi) 

To provide secure online transactions, we employ the Internet's Transport Layer Security (TLS) technology to encrypt personal information, including credit card numbers, names and addresses. To check the TLS certificate information, right-click the mouse and choose "Properties" & "Certificates".

(c)

Notification and Ordering

i) 

Our e-shop only accepts orders for delivery in Hong Kong.

ii) 

Placing an order means you agree to purchase products or services according to these Terms and Conditions. After receiving your order, we will acknowledge receipt, but this is not an acceptance of your order. We reserve the right to reject any purchase order without giving any reasons. If we are unable to accept your order (for example due to payment issue), we will notify you by phone, email, SMS or instant messaging where appropriate.

iii)

If we accept your order, confirmation with the delivery date will be advised.

2.1.2.

Other ordering methods

• Online redemption of Watsons Water eCoupons and/or purchase with “My Account” * login or scanning invoice QR code for Reorder EXPRESS
• Customer service hotline of Watsons Water: +852 2660-6688
• Customer service hotline of Watsons Water Solution: +852 2662-1993

Note: *Requires input of your customer code and personal online password or PIN

2.2. 

All orders are subject to confirmation of final availability. If any requested products or services become unavailable, we reserve the right to reject the order and notify the Customer on or before the agreed delivery date at the latest.

2.3.

The Customer agrees that for any order cancellation or amendment, it is the Customer's responsibility to notify Watsons Water or WWS’ Customer Service Centre (whichever is applicable) during office hours at least one working day before delivery. Failure to do so will incur a surcharge of HK$50 per transaction.

2.4. 

Product / Service Charge and Payment

2.4.1.

All product and service charges are based on the list price imposed by Watsons Water or WWS (whichever is applicable), or signed agreements or valid quotations, and refer to the payment date or delivery date, whichever is earlier.

All Watsons Water or WWS products must be prepaid by credit card or crossed cheque payable to "Watsons Water" before delivery.

2.4.2.

If the customer does not order the carboy water service within one year and fails to return the water bottle, Watsons Water has the right to charge $50 for each water bottle. The charge will deduct from the deposit, any difference will be recovered or returned from/to your company.

If the Customer has not ordered the carboy water service for one year and fails to return the water dispenser and cup holder, Watsons Water has the right to charge $250 for each cup holder and charge for each water dispenser based on the price list set out in the [Loan Agreement for Watsons Water Dispenser ] entered into with the Customer. The charge will be deducted from the deposit, any difference will be recovered from the Customer. 

2.4.3.

Cash on delivery is accepted. Please prepare the exact transaction amount and give it to the delivery crew as they usually only carry small change.

2.4.4. 

Product and service charges will be billed to the Customer's credit account if it is active and in good standing with no delinquent record.

2.5.

Monthly Plan Terms and Conditions

2.5.1.

You agree to be bound by the terms and conditions of the respective product service plan(s) that you have subscribed to.

2.5.2.

You agree to authorize us to settle your outstanding payment in full under your monthly statement by your credit card via designated payment gateway.

2.5.3.

You acknowledge and agree to pay the first 6 months’ service fee for your service plan in advance (where applicable). This payment is non-refundable if the service plan is terminated earlier.

2.5.4.

All purchases of monthly plan in your account must be paid by same credit card.

2.6.

All sold items are non-refundable. The Customer is responsible for inspecting products on arrival and notifying Watsons Water or WWS’ Customer Service Centre (whichever is applicable) during office hours of any issues within the next working day. Failure to do so means acceptance of the products.

2.7.

Once a refund issue is verified and confirmed, and subject to account status, the amount will be refunded either by posted check or to your credit card (processing takes around 4 to 6 weeks).

3

Delivery Service for Watsons Water and Watsons Water Solution’s Products

3.1. 

Free delivery is applicable to locations accessible by delivery vehicles to building with lift facility or its first floor up to 20 staircases in Hong Kong Island, Kowloon and New Territories. Delivery to outlying islands, remote or restricted areas is subject to Watsons Water's decision and the following delivery charge will be applied.

 3.1.1.

Customer can enjoy free delivery service upon meeting the following threshold unless as specified:

1. Watsons Water eCoupons Redemption

- at least 2 cases / bottles of Watsons Water*

2. Purchase the following products:

-at least 1 full case of water, beverage or wellness product(s) and 1 case / bottle of Watsons Water*

- purchase value is higher than HK$300 in total (order total amount before applying any promotion codes, if any)

*Only for 4.5L, 8L, 12L or 18L bottled Watsons Water

Excludes Paper Cup & Accessories.

In all other cases, a delivery fee will be charged.

Note: Deposit for each water bottle is HK$20 (except 4.5L and 8L bottled Watsons Water).

3.1.2.

For locations without lift facilities, a surcharge of HK$5 will apply for each product item per floor from the 21^st to 40^th staircases.

3.1.3.

For locations in Lantau (excluding Tung Chung), Lamma Island, Cheung Chau and Peng Chau, additional delivery charges will be applied and separately quoted subject to the current market rate charged by the transportation agent.

3.1.4. 

For special non-scheduled delivery requests, the Customer shall prepay a special delivery charge of HK$50 for each product item with a minimum order of four items per order. All special delivery arrangements and charges are subject to our discretion.

3.2. 

Under normal circumstances, products can be delivered within 7 to 10 working days upon order confirmation.

3.3.

Normal delivery hours are 9 am to 6 pm, Monday to Saturday, excluding Sundays, public and statutory holidays. If there is no one in or the delivery is rejected without reason, we reserve the right to charge the Customer a surcharge.

3.4. 

The Customer understands that actual delivery may be affected by traffic and weather conditions. We aim to deliver as scheduled to the designated point to the best of our ability but do not guarantee any delivery date or time and are not liable for any loss arising from any delivery delays.

3.5. 

Delivery service will be suspended during black rainstorm warnings or when typhoon signal number 8 or above is hoisted. Outstanding orders will be delivered based on the next delivery schedule, subject to delivery and logistics resource availability.

3.6. 

The Customer accepts that the title to the products shall remain with Watsons Water or WWS (whichever is applicable) until full payment of the products has been settled, whilst the risk of any loss or damage to the products shall transfer to the Customer upon delivery of the products. We are not responsible for any products left outside or unattended at the delivery point at the Customer's request.

3.7.

All product items loaned to the Customer shall remain the absolute property of Watsons Water or WWS (whichever is applicable). In the event of loss or damage caused by misuse, fire, flood or theft, we reserve the right to retain the deposit and require the Customer to reimburse the remaining balance of the total cost at the current market value as solely determined by us.

4

Delivery Service for Watsons Water Solution - CF1 Advanced Pro Filter Only

4.1. 

One-time free delivery will be provided for Watsons Water Solution CF1 Advanced Pro Filter.

Upon confirmation of the order, WWS' Customer service centre will contact the Customer to verify delivery details, including the delivery address & preferred date. Delivery of the product is expected within 7 to 10 business days from the date of purchase.

Free delivery service:

Delivery by WWS during delivery hours from 9:00 am to 6:00 pm, Monday to Saturday, excluding Sundays, public and statutory holidays. If there is no one to receive the goods or the goods are refused without reason, WWS reserves the right to charge an additional fee.

5

Equipment Maintenance and Sanitising Service for Watsons Water Products

5.1. 

"Equipment" refers to the product and parts Watsons Water sold to the Customer. Maintenance and/or sanitising service scope and terms and conditions shall refer to both this section and respective service plan or agreement.

5.2.

We provide after-sales service for the Equipment pursuant to the relevant terms and conditions under the service plan(s) which you have subscribed to, including spare parts changing arrangement, professional after-sales advice, and to receive the latest promotional news about our products, and on-site follow-up service. Watsons Water normally provide a 12-month dispenser warranty, starting from the receipt date of the dispensers. Parts will be charged separately after the warranty period. Please keep the invoice as proof of purchase. For warranty and repair service, under any circumstances, the Customer needs to bring the product to our Service Centre at 6 Dai Li Street, Tai Po Industrial Estate, N.T. Please call the Watsons Water Customer Service Hotline for an appointment in advance.

Customer service hotline of Watsons Water: +852 2660-6688

Customer service hotline operation hours: Monday to Friday from 8:00 a.m. to 6:00 p.m., Saturday from 8:00 a.m. to 5:00 p.m. (excluding public holidays).

5.3.

The warranty coverage is annulled once the Equipment is repaired by anyone other than our technician. The warranty covers Equipment working in good condition upon joining and being used under normal conditions.

5.4. 

Warranty Exclusions for Watsons Water Products

The warranty referred to in Clause 5.2 above does not cover the following:

5.4.1.

Normal product depreciation and wear and tear.

5.4.2.

Regular product inspections and regular parts replacement services.

5.4.3.

Any improper installation or maintenance and damage.

5.4.4.

Product packaging.

Delivery or transportation fees.

5.4.5.

If the original invoice(s) is lost or cannot be presented.

5.4.6.

The Watsons Water product is being installed close to any stoves or any heated sources.

5.4.7.

The product usage is not within the product specifications and suggested conditions.

5.5.

Where any damage is caused by obsolete Equipment and normal wear and tear, disaster, accident, fire, unauthorized alteration, misuse, or inappropriate placement of the Equipment by Customer, we have no responsibility for any liabilities or claims arising out of the Equipment.

6

Equipment Maintenance of Watsons Water Solution - CF1 Advanced Pro Filter Only

6.1. 

Customers who purchase the Watsons Water Solution CF1 Advanced Pro Filter are entitled to the below warranty for 3 years. To be eligible for this warranty, Customers need to register on the designated website (details can be found on our website) and keep the original receipt as proof of purchase. The warranty consist of:

•        Professional after-sales consultation and service through Customer Service hotline
•        Free replacement of parts~ (excluding filter cartridges, mixer diverter, and any human damage)#
•        One-time follow-up service within warranty period*
•        Replacement filter cartridge reminder service
•        Receive latest promotional news about Watsons Water Solution Products

~Parts include "O-ring" and " Thread Adapter " (postal service included). Replacement is not available if the filter cartridge has been/is wet, damp or used.

#For additional maintenance and repair services, Customers must bring the water filter to the WWS maintenance centre for confirmation by the technician before replacement, and relevant fees may apply. The WWS maintenance centre address is Watsons Distilled Water Centre, 6 Dai Li Street, Tai Po Industrial Estate, and Customers are advised to call the Customer Service hotline +852 2662-1993 to make an appointment before visiting. Delivery fee will be collected when we send the filter back to the Customer.

*The Watsons Water Solution CF1 Advanced Pro Filter must be installed by an authorized technician from WWS before the one-time follow-up service can be enjoyed. Otherwise, fees may apply for on-site replacement or repair. If the repair involves other parts and transportation services, relevant fees will be charged.

WWS Customer Service Centre opening hours:

Monday to Friday from 8:00 a.m. to 6:00 p.m., Saturday from 8:00 a.m. to 5:00 p.m. (excluding public holidays).

WWS Maintenance service centre opening hours:

Monday to Friday 9:00 a.m. to 12:00 p.m; 2-6p.m.. Saturday 9:00 a.m. to 12:00 p.m. (except on public holidays)

6.2.

Regarding the installation of the filter, Customers are recommended to understand the type of faucet in their home before purchasing and can install it themselves without using any tools to install the diverter on the faucet. The installation process is typically straightforward and can be completed in a few minutes. If Customers require a professional technician for on-site installation, Customers need to provide actual photos and videos for the installer to conduct a preliminary assessment and arrange for necessary parts.

The basic cost for on-site installation is HK$400, which includes parts*. The basic on-site installation service includes installing the diverter on the water outlet faucet.

Parts mean connectors, “Thread Adapter", and "O-ring".

The on-site installation service does not include drilling holes.

Additional fees of HK$350 are charged for areas such as outlying islands, Discovery Bay (except Tung Chung), certain remote areas, or places that are difficult for WWS vehicles to reach (excluding Village houses).

Please contact WWS Customer Service Centre via hotline +852 2662-1993 to make an appointment before on-site inspection.

6.3.

On-site installation

6.3.1.

WWS will provide a quotation for the service charge for basic installation (for example, for WWS products, this may include the installation of splitter on the water tap, amongst others).

6.3.2.

The technician will check the water pressure before installation. Charges for additional service parts upon special requests will be quoted separately.

6.3.3.

Customers can provide actual photos to the technician for assessments and arrange required service parts.

6.3.4.

The technician will contact Customers one day in advance via phone to arrange the installation.

6.3.5.

Please inform the technician as soon as possible in case of a change of installation date.

6.4.

Customers shall observe the recommended usage instructions before operating the filter system, including but not limited to the following general conditions:

6.4.1.

Ensure the water source is safe and WWS products are installed on a levelled and vertical position within 2°C – 38°C, away from stoves and any heat source.

6.4.2.

Operate WWS products for 15 minutes until the water is clear for the first time usage, and 30 seconds when it is idle for more than 8 hours.

6.4.3.

Do not filter hot water or use during water tank cleaning as it can cause damage to filter cartridges.

6.4.4.

Do not disassemble WWS products for cleaning. Surface cleaning with a wet cloth and clean water is acceptable.

6.4.5.

Replace cartridges on a regular interval according to different cartridge types or when water flow becomes slow. The maximum lifetime is 12 months, and the average replacement is every 6-9 months, but it may vary depending on water consumption and water source quality.

6.4.6.

We will not be liable for any system failure due to improper installation, usage, and maintenance.

6.5.

Warranty Exclusions

The warranty referred to in Clause 6.1 above does not cover the following:

6.5.1.

Normal product depreciation and wear and tear.

6.5.2.

Once the filter cartridge is used or filled with water.

6.5.3.

Regular product inspections and filter cartridge replacement services.

6.5.4.

Any improper installation or maintenance and damage.

6.5.5.

Product packaging.

6.5.6.

Delivery or transportation fees.

6.5.7.

If the original invoice(s) is lost or cannot be presented.

6.5.8.

The WWS product is being installed close to any stoves or any heated sources.

6.5.9.

The product usage is not within the product specifications and suggested conditions.

6.5.10.

Sanitizing services for the equipment or any external finishings (including but not limited to cabinets).

6.6.

Watsons Water Solution reserves the right to supply products and services, adjust prices, and revise these terms and conditions. In case of any disputes, Watsons Water Solution reserves the right of final decision.

7

Exchange and Refund

7.1.

Under normal circumstances (except Clause 6.1 above), will not accept any request for exchange of products or cancellation of orders. Customers are requested to examine the goods immediately upon delivery for any deficiencies, damages to their appearance, and whether all accessories are included. If any issues are found, please contact Watsons Water or WWS Customer Service Centre (whichever is applicable).

7.1.1.

Exchange through scanning invoice QR Code

(a)  Customers can file a request for exchange by scanning the QR code on the invoice under the following conditions:

i)            The menu option for exchange request will be available for a period of 7 days following the Customer's receipt of the product(s) and confirmation of the invoice. Customers are permitted to submit one exchange request only in the event of any issue(s) with the product(s), and must verify the accuracy and truthfulness of all information provided.

ii)           To facilitate our assessment of the exchange request, Customers must provide the necessary information, including but not limited to: the affected sales item(s) and corresponding quantity in the appropriate unit of measure, a detailed description of the problem type, a valid contact email address, and uploaded supporting image(s). In the event that the exchange or replacement is approved, Customers will also be required to select a preferred delivery date.

iii)          Upon submission of the exchange request, Customers will receive two emails, an email to acknowledge the submission and an email to notify them the result of their request within one week. If the exchange request is approved, Customers will be able to see a replacement order shown in their My Account after login. The exchange request may be declined or Customers may be required to submit additional information if the conditions above are not met or if the request is not valid due to other reasons.

(b)  Requirements for Product Exchange Requests

i)            Customers are required to provide the relevant information set out below for the following types of product exchange requests.  Other than the following scenarios, Customers are advised to call WW or WWS Customer Service hotline during office hours or email for assistance.

1.     Damaged / Defected item(s):

Deficiencies and/or damage of product appearance (except packaging). Please provide batch date code / serial number of equipment.

2.     Incorrect item(s) or quantity:

Item(s) are different from your order. Please provide order acknowledgement (if any).

3.     Missing item(s) or parts:

Please provide batch date code and image of the product and/or copy of order confirmation.

4.     Expired item(s):

Please provide batch date code and image of the product.

ii)           All gifts and free issues are not eligible for exchange.

iii)          Exchange is not applicable in cases of wrong delivery status. Please call WW or WWS Customer Service hotline during office hours or email for assistance. We will follow your order with the logistics team and contact you directly.

7.2.

Your deposit paid for the water bottles and/or equipment will be refunded upon return of the water bottles and/or equipment in good conditions, pursuant toClauses 2.4.2 and 3.7.

7.3.

If we agree that you are entitled to an exchange but the products to be exchanged are sold out, you may return the product to us and apply the amount paid to buy alternative product(s).

7.4. 

In exceptional cases at our sole discretion, the amount paid will be refunded to your credit card bank account (which may take about 4-6 weeks) or by other designated means agreed upon between you and us.

7.5. 

Original sales receipt or relevant electronic receipt must be presented to us for product exchange requests.

7.6.

All gift items must be returned together with the returned products. Otherwise, the retail value of the gift item will be deducted from the refund.

8

Others

8.1. 

Title to the product remains vested in us until full payment of the price is received, and risk passes to the Customer upon delivery/collection of the product (as the case may be).

8.2.

We may liaise with Customers by one or a combination of channels, including email, facsimile, phone call or voicemail, SMS message, mail, visit in person, or post on our website. Any notice shall be deemed effective at the time of delivery to the Customer. For email content with customer account information, we adopt Transport Layer Security (TLS), encryption technology to protect data transmission.

8.3.

All product pictures shown on the website and printed on promotional materials are for reference only.

8.4. 

We reserves the right to offer products and services, adjust pricing, and amend these terms and conditions.

8.5. 

If any ordered goods remain undelivered for 60 days from the date of order confirmation, we shall have the right to dispose of such goods at our discretion without further notice. In such an event, we will not be liable to make any refund or compensation.

8.6.

We 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 you or by another person arising (directly or indirectly) out of the sale and purchase transaction with you.

8.7.

Force majeure: We shall not be liable for any delay or failure to perform caused by or resulting from acts of God, fire, flood, accident, riot, war, government intervention, embargoes, strikes, labour difficulties, equipment failures, or any other causes beyond our control.

8.8. 

You shall not assign, transfer, or otherwise delegate any of your rights and obligations under these Terms and Conditions to any third party without our prior written consent.

8.9. 

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

8.10.

These Terms and Conditions embody the entire agreement between the parties and supersede all previous negotiations, representations, and agreements between the parties.

8.11. 

We have the right, at any time, or from time to time, by giving prior notice to you, to modify, vary, or supplement any provisions under these Terms and Conditions.

8.12. 

In case of any dispute, our determination shall be final. Where these Terms and Conditions are available in Chinese, the English version is the governing version and shall prevail whenever there is a discrepancy between the two versions.

8.13.

These Terms and Conditions shall be governed by the laws of the Hong Kong Special Administrative Region, the People's Republic of China, and the Customer and we agree to submit to the exclusive jurisdiction of the Hong Kong courts. We may revise the Terms and Conditions at any time without prior notice.

These Terms and Conditions were last revised on 2 Nov 2023.

^We are committed to safeguarding the privacy of individuals with respect to personal data. We therefore make sure that our policies and practices in relation to the collection, use, retention, transfer and access of personal data comply with the requirements of the Personal Data (Privacy) Ordinance (Chapter 486) under the laws of Hong Kong. Please refer to our Privacy Policy Statement.