Terms and Conditions of Purchase
(Applicable to Hong Kong Website・Automotive Parts Specialty Store)
Welcome to Prime Auto. By placing an order on this website, you acknowledge that you have read, understood, and agreed to be bound by the following Terms and Conditions. Prime Auto reserves the right to amend, update, interpret, or make the final decision on any part of these Terms at any time without prior notice.
1. Delivery Policy
1.1 Courier Arrangement and Delivery Fee
All online orders are delivered via SF Express, offering door-to-door delivery, SF Store pickup, and SF Locker pickup services.
The standard delivery fee within Hong Kong is HK$40, payable at checkout. The fee covers one standard delivery attempt only.
For SF Store or SF Locker pickup, customers must provide the full address and locker/store code.
SF Express no longer sends SMS pickup notifications. Please download the SF Express App to receive pickup alerts.
1.2 Tesla Body Parts – Volume-Based Shipping
Tesla body parts are subject to volumetric weight charges as calculated by SF Express. Actual charges may vary depending on size and packaging.
1.3 Remote Area and Outlying Islands Surcharge
Remote areas and outlying islands require an additional surcharge, payable at checkout:
- Remote / Outlying Islands Door-to-Door Delivery: HK$80
- Outlying Islands SF Store / Locker Pickup: HK$45
Remote areas include but are not limited to:
Sai Kung, Clear Water Bay, Shek O, Stanley, Discovery Bay, Ma Wan, Cheung Chau, Lamma Island, Peng Chau, South Lantau (Tai O, Tong Fuk, Cheung Sha, Mui Wo, Pui O, etc.), and all Lantau areas beyond Tung Chung.
1.4 Free Delivery
Orders with a net payable amount of HK$500 or above are eligible for one-time free standard delivery within Hong Kong.
Free delivery does not apply to remote areas or outlying islands; surcharges remain payable by the customer.
1.5 Returned Parcels and Re-delivery
If a parcel is returned due to incorrect address, no recipient available, or inability to contact the customer, the re-delivery fee (HK$40) must be borne by the customer.
Delivery fees incurred due to returns or exchanges are non-refundable. Please refer to the “Return & Exchange Policy” for details.
1.6 Order Confirmation and Delivery Time
Orders will be processed and dispatched within 7–14 working days after payment confirmation.
Any request to amend order details or payment delays may extend the processing time.
1.7 Order Amendment and Cancellation
Once payment is confirmed, order processing begins immediately.
To amend or cancel an order, please contact us promptly via our website, WhatsApp, Facebook, or Instagram.
If the order has already been dispatched, only the exchange policy will apply.
1.8 Accuracy of Delivery Information
Customers must ensure that the delivery address, recipient name, and contact information provided are accurate and complete.
For SF pickup services, a valid mobile number and correct locker/store code must be provided.
1.9 Receipt of Goods and Transfer of Risk
The recipient must sign to acknowledge receipt upon delivery.
If no one is available, SF Express will arrange re-delivery.
Customers may contact us for tracking information.
If the parcel is signed for by someone other than the purchaser or designated recipient, Prime Auto shall not be liable for any loss or damage. Risk of loss transfers to the customer once the parcel is handed over to SF Express.
2. Return & Exchange Policy
2.1 General Terms
Once an order is accepted and payment is confirmed, no changes, cancellations, returns, or refunds will be accepted.
Prime Auto only accepts exchange requests for items damaged during delivery, manufacturing defects, or items that do not match the order.
Requests arising from personal preference, misuse, or human damage will not be accepted.
2.2 Exchange Request Deadline
- Standard Delivery: Request must be made within 7 days from the date of receipt.
- Third-Party Logistics: Request must be made within 2 days from the date of receipt.
Late requests will not be processed.
2.3 Required Information for Exchange Requests
Customers must provide the following via email:
- Order number
- Reason for exchange
- Clear photos showing the damage or discrepancy
2.4 Exchange Procedure
Upon verification, our customer service team will provide an exchange form.
Customers must return the following to our designated address:
- Completed exchange form
- Valid receipt
- Item in original packaging and condition
Prime Auto will cover the cost of sending the replacement item; however, the customer bears the risk of loss or damage during the return transit.
Once the returned item is inspected and approved, a replacement will be arranged.
2.5 Exchange Arrangement
Exchanges are limited to the same model, colour, specification, and size.
If damage or incorrect items are identified upon delivery, please notify the courier immediately for verification.
2.6 Conditions Not Eligible for Exchange
Exchanges will not be accepted under the following circumstances:
- Packaging incomplete, item opened or used
- Damage caused by improper use or human factors
- Failure to provide a valid receipt
- Requests based solely on personal preference
- Items lost or damaged during return transit
- Orders or items that have already been exchanged once
2.7 Exchange Limit
Each order and each item is eligible for one exchange only.
3. Disclaimer and Final Provisions
Prime Auto reserves the right to:
- Interpret, amend, or update these Terms and Conditions
- Make the final decision on all matters related to orders and services
By purchasing on this website, you agree to be bound by these Terms and Conditions.
Prime Auto shall not be liable for delays, losses, or damages arising from force majeure, courier issues, third-party service failures, or circumstances beyond our reasonable control.
