Terms of service
1. Overview
Welcome to House of Wellness. In these Terms & Conditions, the terms “House of Wellness”, “we”, “us” and “our” refer to House of Wellness, operated by Planty Lab Company Limited.
House of Wellness operates this website, houseofwellness.shop, including its related information, content, features, tools, products and services (collectively, the “Services”). Our store is powered by Shopify, which enables us to provide the Services to you.
These Terms & Conditions, together with our Privacy Policy, Shipping Policy, Returns & Refunds Policy, and any campaign-specific terms, govern your use of the Services and purchases from House of Wellness.
By accessing, browsing or using the Services, or by placing an order, you agree to be bound by these Terms & Conditions. If you do not agree, please do not use the Services or place an order.
2. Eligibility and Account Information
You must be at least 18 years old, or the age of majority in your place of residence, to purchase products from us.
You agree that all information you provide to us, including your name, delivery address, email address, phone number and payment information, is accurate, current and complete. You are responsible for maintaining the confidentiality of any account credentials and for activity carried out through your account.
We may refuse, suspend or cancel access to the Services where we reasonably believe that information is inaccurate, an account is being misused, or these Terms have been breached.
3. Our Products
House of Wellness currently sells and delivers its products within Hong Kong only. Our products are intended for personal use only and must not be purchased for commercial resale, export or redistribution without our prior written consent.
We make reasonable efforts to ensure that product descriptions, ingredient information, product images and pricing are accurate. However, product packaging, colours and visual appearance may vary slightly from what appears on your screen. Product information may be updated from time to time, including to reflect changes to packaging, product availability or applicable requirements.
Our wellness and supplement products are not intended to diagnose, treat, cure or prevent any disease. Individual experiences may vary. Please read the product label, ingredients, directions and warnings before use. If you are pregnant, nursing, taking medication, have a medical condition, or have concerns about using a product, please consult an appropriately qualified healthcare professional before use.
We reserve the right to limit product quantities, refuse sales, discontinue a product, or restrict the supply of a product to any person, address or jurisdiction where reasonably necessary.
4. Orders and Order Acceptance
When you place an order, you are making an offer to purchase the relevant product(s). Your order is not accepted until we confirm acceptance and process payment.
We may decline, cancel or limit an order where reasonably necessary, including because of product unavailability, pricing or listing errors, suspected fraud, unauthorised resale, an incorrect delivery address, payment issues, or a breach of these Terms. If we change or cancel an order, we will use reasonable efforts to contact you using the information provided at checkout.
Please review your order carefully before submitting it. We may be unable to accommodate cancellation requests once an order has been accepted, processed or prepared for dispatch.
5. Prices, Payment and Promotions
All prices are displayed in Hong Kong Dollars (HKD) unless otherwise stated. The price charged will be the price shown at the time you submit your order and will appear in your order confirmation.
We may change product prices, promotions, discount codes and availability at any time before an order is accepted. If a pricing, description or promotional error occurs, we may correct the error and cancel or amend the affected order before dispatch, subject to applicable law.
You agree to provide valid, current and complete payment and billing information. By submitting payment information, you confirm that you are authorised to use the selected payment method and that the relevant payment provider may process the charge.
Promotions, discounts and campaign offers may be governed by separate terms. Where there is a conflict between campaign-specific terms and these Terms & Conditions, the campaign-specific terms will apply to that campaign.
6. Shipping and Delivery
We currently ship orders to Hong Kong delivery addresses only. Delivery times are estimates and are not guaranteed. Processing and transit times may vary due to courier operations, public holidays, weather, payment review, product availability or events beyond our reasonable control.
Please ensure that your delivery address and contact details are complete and correct. We are not responsible for delays, failed deliveries, re-delivery costs or lost parcels arising from an incorrect, incomplete or inaccessible address supplied by you, or from a parcel not being collected or accepted by you.
Full shipping information, including delivery scope and relevant processes, is set out in our Shipping Policy.
7. Returns, Refunds and Replacements
Due to the nature of our wellness and supplement products, House of Wellness operates a replacement-only policy for verified products that are defective, damaged in transit, incorrect or incomplete.
We do not accept returns or offer refunds for change of mind, personal dissatisfaction, ordering the wrong item, or a product not delivering a particular personal outcome. Products that have been opened, unsealed, used, altered or improperly stored are not eligible for return, refund or replacement, except where a defect or transit damage is verified under our policy.
If your order arrives damaged, defective, incorrect or incomplete, you must contact support@houseofwellness.shop within 48 hours of the recorded delivery time. You must provide your order number, a description of the issue, and clear supporting photographs of the shipping box, packaging and affected product. An unboxing video should also be provided where available.
For an approved claim, our remedy is one replacement product for the affected item. If an approved replacement is temporarily out of stock, we will send it when the relevant product becomes available. We do not offer cash refunds, store credit or substitutions under this policy, except where required by applicable law.
Please read our full Returns & Refunds Policy before placing an order. Nothing in these Terms is intended to exclude, restrict or override any rights that cannot be excluded or restricted under applicable law.
8. ESC Experience and Promotional Campaigns
From time to time, House of Wellness or ESC may offer campaigns, creative submission opportunities, giveaways or promotional experiences, including ESC Experience campaigns.
Participation in any campaign is subject to the campaign-specific terms published for that campaign. A qualifying purchase does not guarantee selection, a prize, a result or participation beyond the rules stated in the relevant campaign terms.
Where an order is used to support a campaign entry, an approved replacement does not create an additional entry. If an order is cancelled, reversed or refunded where required by applicable law, the related campaign entry may become invalid in accordance with the applicable campaign terms.
9. Intellectual Property
The Services and all content made available through them, including the House of Wellness and ESC names, logos, trademarks, product names, text, visual identity, photographs, videos, graphics, design elements and website layout, are owned by or licensed to House of Wellness, Planty Lab Company Limited, our affiliates or licensors.
You may use the Services for personal, non-commercial use only. You must not copy, reproduce, distribute, modify, publicly display, republish, scrape, download, create derivative works from, or otherwise exploit our content without our prior written permission, except where permitted by applicable law.
10. User Content, Reviews and Feedback
If you submit feedback, reviews, testimonials, campaign entries, videos, photographs, comments or other content to us (collectively, “User Content”), you confirm that you own or have the necessary rights to submit it.
Where you submit User Content directly to us or as part of an ESC campaign, you grant us a non-exclusive, worldwide, royalty-free, transferable and sublicensable licence to use, reproduce, edit, adapt, publish, display, distribute and promote that User Content in connection with our Services, products, campaigns and marketing, subject to any campaign-specific terms and applicable law.
You must not submit User Content that is unlawful, misleading, defamatory, infringing, abusive, obscene, discriminatory, harmful, or that violates another person’s rights. We may remove or decline to use User Content at our discretion.
11. Third-Party Services and Links
The Services may contain links to third-party websites, services, payment providers, social platforms or tools. We do not control and are not responsible for third-party content, availability, security, terms, policies or transactions. Your use of third-party services is subject to the relevant third party’s terms and policies.
12. Relationship with Shopify
House of Wellness is powered by Shopify, which enables us to provide the Services to you. However, sales and purchases made through this store are made directly with House of Wellness, not with Shopify.
To the fullest extent permitted by applicable law, Shopify is not responsible for any aspect of sales between you and House of Wellness, including any injury, loss or damage arising from products purchased through our store. Nothing in this section limits any rights you may have that cannot be excluded under applicable law.
13. Privacy
Personal information collected through the Services is handled in accordance with our Privacy Policy. Because the Services are hosted by Shopify, Shopify may also collect and process information about your access to and use of the store in accordance with its own policies.
By using the Services, you acknowledge that you have read our Privacy Policy. Where we seek your consent for direct marketing or other optional uses of personal data, we will do so in accordance with applicable law.
14. Prohibited Uses
You must not use the Services for any unlawful, fraudulent, harmful or unauthorised purpose. In particular, you must not:
•use the Services in a manner that breaches applicable law or infringes another person’s rights;
•submit false, misleading or fraudulent order, payment, review or campaign information;
•interfere with the security, functionality or availability of the Services;
•introduce viruses, malware or other harmful code;
•use scraping, data-mining, automated systems or tools to access the Services in a way that bypasses or interferes with our technical controls; or
•impersonate another person or entity, or misrepresent your affiliation with us.
We may suspend, restrict or terminate your access to the Services where we reasonably believe that you have breached these Terms or exposed us, our customers or service providers to risk.
15. Errors, Inaccuracies and Availability
Occasionally, the Services may contain typographical errors, inaccuracies or omissions relating to product descriptions, prices, promotions, availability, shipping charges or estimated delivery times.
We reserve the right to correct errors, update information, change availability, or cancel an affected order before dispatch where reasonably necessary, subject to applicable law. We will use reasonable efforts to notify you if this affects your order.
16. Disclaimer and Limitation of Liability
The Services and their content are provided for general information and shopping purposes. We make reasonable efforts to keep the Services accurate and available, but do not guarantee that the Services will always be uninterrupted, secure, error-free or free from viruses.
To the fullest extent permitted by applicable law, House of Wellness, Planty Lab Company Limited, our affiliates, partners, directors, officers, employees, agents, contractors, licensors and service providers will not be liable for indirect, incidental, special, punitive or consequential loss arising from your use of, or inability to use, the Services or products purchased through them.
Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law.
17. Indemnity
To the fullest extent permitted by applicable law, you agree to indemnify and hold harmless House of Wellness, Planty Lab Company Limited, our affiliates, directors, officers, employees, agents, contractors, licensors and service providers from claims, losses, liabilities, damages and reasonable costs arising from your breach of these Terms, unlawful use of the Services, or violation of another person’s rights.
18. Termination
We may suspend or terminate your access to the Services at any time where reasonably necessary to protect the Services, our customers, our rights, or to address a breach of these Terms. Any rights and obligations that by their nature should survive termination will continue after termination.
19. Governing Law and Jurisdiction
These Terms & Conditions and any dispute or claim arising out of or in connection with them are governed by the laws of the Hong Kong Special Administrative Region.
Subject to applicable law, you and House of Wellness agree to submit to the non-exclusive jurisdiction of the courts of Hong Kong.
20. Changes to These Terms
We may update these Terms & Conditions from time to time. The most current version will be posted on this page with the revised “Last updated” date. Where required by applicable law, we will provide notice of material changes.
Your continued use of the Services after updated Terms take effect constitutes acceptance of the updated Terms, to the extent permitted by applicable law.
21. Contact Information
For questions about these Terms & Conditions, please contact:
House of Wellness Support
Operated by: Planty Lab Company Limited
Email: support@houseofwellness.shop
Contact address: 40 Wong Chuk Hang Road, 14A, Kwai Bo Industrial Building, Wong Chuk Hang, Hong Kong