Terms and Conditions
This document governs the retail transactions and website usage for Merakentos, a specialized provider of marble dining tables operating within Hong Kong. By accessing our platform or placing an order, you agree to these comprehensive terms.
Regional Scope of Business Operations
Merakentos operates exclusively within the borders of the Hong Kong Special Administrative Region (HKSAR). We do not accept orders, process transactions, or arrange shipments to addresses outside of Hong Kong. All services, inventory availability, and customer support channels are structured solely for residents and delivery addresses within this specific jurisdiction.
Step-by-Step Delivery and Fulfillment Framework
Our fulfillment pipeline is structured to ensure clarity regarding timeline expectations from the moment an order is accepted:
- Handling Stage: We require 2 business days to appropriately package your stone furniture and prepare it for dispatch from our facility.
- Transit Stage: Once handed over to our regional logistics partners, product transit requires an additional 1 to 2 business days.
- Total Delivery Window: The entire process from order confirmation to arrival at your doorstep spans 3 to 4 business days.
Order Cancellation Parameters
The window for canceling an order is strictly determined by the physical location of the product:
- Pre-Dispatch Eligibility: Customers can cancel an order at any point while the item remains in our physical possession. To cancel, you must notify our team at [email protected] before the handling stage concludes.
- Post-Dispatch Finality: Once the product leaves our facility and is registered with our logistics partners, cancellation is no longer possible. The delivery process must be completed at the designated doorstep destination.
Cash on Delivery (COD) Payment Structure
To maintain absolute transparency and eliminate digital payment friction, our platform operates on a Cash on Delivery (COD) framework:
- Doorstep Collection: Full payment for your order is collected in cash at the exact moment the delivery team arrives at your doorstep.
- Fee Transparency: There are no hidden transaction fees, processing surcharges, or hidden shopping costs associated with your purchase. The price displayed on your checkout screen is the exact amount due at delivery.
Comprehensive 30-Day Return and Replacement Protocol
We maintain a systematic protocol for handling instances where a product arrives with defects or structural irregularities.
Eligibility Criteria
Our return policy spans a 30-day window that initiates precisely on the day of delivery. This policy applies exclusively to items that arrive damaged or do not match the specific item ordered. We do not accept returns, offer exchanges, or process refunds due to a customer's change of mind. We advise completing your selection only when you are completely sure about your purchase.
Reporting and Collection Process
If you receive a defective or incorrect item, you must email our support desk at [email protected] within the 30-day window. Our team will coordinate a pickup from your location. The collection logistics are managed entirely by Merakentos, meaning there are no transport or return shipping charges assigned to the customer.
Inspection Phase
Upon arrival of the returned item back at our facility, our team requires 24 hours to review the physical condition of the stone furniture. This review assesses the nature of the damage to determine the appropriate resolution path.
Resolution and Refund Mechanism
Following the review phase, we apply one of the following actions:
- Replacement: If the item is in stock, we arrange a new delivery to replace the damaged unit.
- Refund Initiation: If a replacement item is unavailable or the damage cannot be resolved, we initiate a full refund.
Because our transactions utilize COD, we do not possess your banking account details. Our team will contact you via email to request your necessary bank transfer information. Once you provide these details, we process the refund via direct bank transfer.
Processing Timelines
There are no restocking fees applied to your account during this process. After we execute the bank transfer on our end, the funds typically require up to 7 business days to reflect in your bank account. This duration depends entirely on your specific banking provider's regional processing protocols.
Operational Support Standards
Our support infrastructure is available to assist with product inquiries, order tracking, or return coordination. Our team remains active from 9:00 AM to 5:00 PM Hong Kong Time (HKT), Monday through Friday. Inquiries sent outside these operating hours or during public holidays will be addressed on the following business day. Please direct all written communications to [email protected].
Applicable Legal Framework
These terms are governed by, interpreted, and enforced in accordance with the statutory laws of the Hong Kong Special Administrative Region. Any transactional disputes, logistical disagreements, or contractual issues arising from your interaction with Merakentos fall under the exclusive jurisdiction of the courts of Hong Kong. This includes adherence to regional consumer protection protocols and trade descriptions regulations.