Terms and Conditions

Watson’s Water – Terms and Conditions for Purchase and Services

In these Terms and Conditions, "Watsons Water" or “we” or “us” means Watsons Water, a division A. S. Watson Group (HK) Limited and the "Customer" or “you” means any person, firm, company or body which places an order with us. Please read these terms and conditions carefully before using this website or our mobile app (as the case may be) (collectively “our e-shop”). By placing an order with any of the methods provided by us or using this website or any part of it, you agree that you have read these terms and conditions and that you accept and agree to be bound by them.

1. Account Service
1.1.  Customer may, subject to the procedures Watsons Water may specify from time to time, open and utilize an account to purchase the products and services provided by Watsons Water.
   
 1.2 Customer agrees to provide Watsons Water accurate, complete and updated information^ for the maintenance of your registered account and Watsons Water shall rely upon the same information for the provision of services. Where any services are to be provided by any third parties, Customer also agrees to the transfer and disclosure of information.
   
 1.3. Where Customer has set up a credit account, direct debit or credit card payment authorization, Customer is required to accept additional terms and conditions where applicable.
   
 1.4. New credit account will be registered free e-Statement Service by default. Customer who requests to receive paper statement or fails to provide valid email address or fax number will be charged at HK$20 per paper statement to each account in the subject month.
   
 1.5.  In the event that Customer has closed the account or it is not used for a specified period, Watsons Water 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 maximum 7 years and deleted accordingly.

 

2. Ordering Service
2.1. Customer can place a water order with any of the following ordering methods before the cut-off time 5:00 p.m. on working days. Unless otherwise as specified by Customer, Watsons Water shall take your latest order to supersede previous instructions on the same delivery date.
   
 2.1.1. Online Purchase at Watson’s Water’s e-shop
(a) Registration
 i) 

You are required to register as a user before placing any order through our e-shop. 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 our website/by email/by phone immediately of any changes to the information that you provided so that we can communicate with you effectively.
   
 iii)  In the event that 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 if you wish to make further purchase at our e-shop.
   
 (b)    Payment 
 i) We accept Visa and MasterCard.  The maximum amount per transaction is as below:
  Visa / MasterCard: HK$20,000
  Note: When inputting card numbers please do not input space or dash.
   
 ii) Under Credit Card Purchase Protection service (e.g. Visa Verification Service, MasterCard Secure Code) customers can enjoy safe and secure shopping by using their own credit card with specific password or security code. Credit cards used for shopping must be valid.
   
iii) You confirm and warrant that you have procured the consent from the named credit card holder to settle all payments on your behalf.
   
iv) All product prices listed are in Hong Kong dollars. The prices listed in our e-shop may differ from the prices of the same products in other shops / channels. The applicable price shall be the price listed in our e-shop as at the date of purchase.
   
v) Acceptance of orders is subject to our sole discretion. A final receipt will be issued to you when goods are delivered to your address.
   
vi)  To provide secure online transactions, we employ Internet's Transport Layer Security (TLS) technology. It encrypts your personal information, including credit card number, name and address, so that it would not be read as information travels over the Internet. To check TLS Certificate information, you can 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 in accordance with the Terms and Conditions set out herein. After receiving your order, we will acknowledge receipt of your order. However, it is not an acceptance of your order. We reserve the right to reject any purchase order without giving any reasons. In the event that we are unable to accept your order (for example due to payment issue), we will notify you by phone or email.
   
iii) If your order is accepted by us, we will confirm with you accordingly and advise the date and time of delivery.
   
iv)  In case any applicable gift items of your purchased products are not available, we will contact you accordingly. You may decide whether to accept another gift item, cancel the order or continue to purchase the products.
   
2.1.2. Other ordering methods
 
  • * Online redemption of Water eCoupons at www.watsons-water.com
  • * Telephone hotline 2660-7373 (for registered Customers) / 2660-6688 (other Customers)
  • Fax hotline 2661-6313
  Note: *Require input of your customer code and personal online password or PIN
   
2.2.  All orders are subject to confirmation of final availability. In the event that any of the products or services requested are unavailable, Watsons Water reserves the right to reject the order and notify Customer by the latest on or before delivery date.
   
2.3. Customer agrees that for any order cancellation or amendment it is Customer's responsibility to notify Watsons Water customer service centre in office hours# at least one working day prior to delivery. In the event that Customer has failed to give the notice, a surcharge HK$50 shall be levied for each transaction.
   
2.4.  Whenever Customer places order, the following terms shall apply unless otherwise as specified:
2.4.1. Minimum order quantity unless as specified:
 
  • 2 bottles of Watsons Water Regular 18L or Junior 12L; or
  • 2 cases of Watsons Water 4.5L; or
  • 1 bottle of Watsons Water Regular 18L, Junior 12L or 1 case of 4.5L and 1 case of consumer pack
  • Order of other products in required unit is welcome for the same order already met the minimum order quantity
  Note: Deposit for each bottle is HK$20 (except 4.5L products).
   
2.4.2. Product / Service Charge and Payment
 a)  All product or service charges shall base on the list price imposed by Watsons Water or signed agreement or quotation still in validity term and refer to the date of payment or delivery, whichever is earlier.
   
 b) All dispenser or water coupon packages must be pre-paid by credit card or crossed cheque payable to "Watsons Water" before delivery.
   
 c)  Cash on delivery is accepted. Please ready exact transaction amount and hand to the company delivery crew as they usually carry only small change.
   
 d)  Product and service charges will be billed to Customer's credit account provided that it is normal, in good standing with no delinquent record.
   
 e) Bottle deposit for Regular or Junior size is required for first time delivery or thereafter loan of extra bottles. Return of empty bottles in good condition the deposit will be refunded to Customer without interest after deduction of outstanding amount (if any). Where amount exceeding HK$100 it will be paid by crossed cheque or credited to the registered account name. In case of bottle damage, contamination or missing, Customer shall be charged at HKD$50 per each as cost-compensation.
   
2.4.3. Monthly plan terms and conditions
 a) You agree to be bound by the terms and conditions of the respective water product service plan(s) that you have subscribed to.
   
 b)  You agree to authorize us to settle your outstanding payment in full under your monthly statement by your credit card via designated payment gateway.
   
 c)  You acknowledge and agree that you shall pay for the first 6 months’ service fee under your service plan in advance and such payment is not refundable if the service plan is terminated earlier.
   
 d) 

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

   
 e)  In the event that your service plan includes an Equipment (as defined in Clause 4.1 below) as a conditional gift upon completion of the service plan, should you decide to terminate the service plan prior to the expiry date then we shall charge you the prevailing retail price of the relevant Equipment in full.
   
f) The monthly statement is available for download from your registered account at our e-shop.  You are required to check the statement immediately and raise any enquiries on the statement to our Customer Service Department within 15 days from the date of the statement.
   
2.4.4.  Water eCoupons
 a) Watsons Water eCoupons are available in Regular 18L, Junior 12L and 4.5L with price and valid period subject to specific quantity, package or monthly plan. All eCoupons are applicable to direct delivery area within Hong Kong territory and redeemable from issue date until expiry date, non-refundable, non-transferable and cannot be exchanged for cash or other products and made to any temporary address.
   

eCoupon

Regular 18L carboy

Junior 12L carboy

4.5L (4 bottles / case)

Regular

Distilled or with minerals

Distilled or with minerals

Not applicable

Junior

Not applicable

Distilled or with minerals

Not applicable

4.5L

Not applicable

Not applicable

Distilled or with minerals

   
 b) Each eCoupon can redeem one bottle or case of relevant size of Watsons Water and the price difference, if any, will not be refunded.
   
 c)  All eCoupon figure update is subject to invoice confirmation after each delivery and shown on the latest invoice with Current Balance, Purchase / Free Issue, Redeemed and New Balance.
   
2.5. All sold items are non-refundable. Customer is responsible for inspection of products on arrival and shall by next working day notify Watsons Water customer service centre in office hours# for any problem found. If such notice is not given within seven days, Customer shall be bound to accept the products.
   
2.6.  Once the refund issue is verified and confirmed, subject to account status, amount will be refunded either by posted cheque or to Customer's credit card. (It may take around 4-6 weeks for processing)

 

3 Delivery Service
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. For delivery locations without lift facility or equivalent delivery distance, a surcharge HK$5 will be applied for each unit of product items from 21st to 40th staircases.
   
3.1.2. For delivery locations in Lantau (excluding Tung Chung town), Lamma Island, Cheung Chau, Peng Chau and Ma Wan, an additional delivery charge will be applied and separately quoted, subject to the current market rate charged by transportation agent.
   
3.1.3.  For special request of non-schedule delivery to Ma Wan and Tung Chung town subject to Watsons Water's decision, Customer shall be responsible for the required toll fee.
   
3.2.  Under normal circumstances, products can be arranged delivery on the company schedule within 7 working days from the date of order confirmation.
   
3.3. Normal delivery hours are within 9:00 a.m. to 6:00 p.m. Monday to Saturday, except on Sundays and statutory holidays. Evening delivery can be arranged for respective routes till 9:00 p.m. In the event of nobody in or rejection without reason, Watsons Water reserves the right to levy a surcharge to Customer.
   
3.4.  Customer shall understand that actual delivery may be affected by traffic and weather conditions. Watsons Water aims to deliver as scheduled to designated point to the best of our ability but not guarantee any date or time of delivery as mentioned and is not liable for any loss arising from the delay of delivery.
   
3.5.  Delivery service will be suspended in times of black rainstorm warning or typhoon signal No.8 or above is in effect and outstanding orders will be arranged in next schedule or on the other day whichever is earlier, subject to the availability of delivery resource.
   
3.6.  Customer accepts that the title to the products shall remain Watsons Water until full payment of the products is settled while the risk of any loss or damage to the products shall be with Customer from the arrival of the products. Watsons Water has no responsibility for the products left outside or unattended at delivery point per Customer's request.
   
3.7. All product items loaned to Customer remain the absolute property of Watsons Water. In the event of loss or damage caused by misuse, fire, flood or theft whatsoever, Watsons Water reserves the right to retain the deposit and ask Customer to reimburse the balance of the total cost at the current market value as determined solely by Watsons Water.
   
   

 

4 Equipment Maintenance and Sanitising Service
4.1.  “Equipment” hereby refers to all electrical water dispensers, beverage centres or vending machines sold, loaned or rented to Customer. Maintenance and / or sanitizing service scope and terms and conditions shall refer to both this section and respective service plan or agreement.
   
4.2. We provide maintenance service and sanitizing service for the Equipment pursuant to the relevant terms and conditions under the service plan(s) which you have subscribed to.
   
4.3. Under no circumstances, maintenance coverage is annulled once the equipment is repaired by anyone other than Watsons Water's technician. It covers equipment working in good condition upon joining and being used under normal conditions, excluding any cabinets or external finishing of equipment and sanitizing service.
   
4.4.  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, Watsons Water has no responsibility for any liabilities or claims arising out of the equipment.
   
4.5.  In the event of the unavailability of parts due to discontinuation of factory production, Customer accepts the solution determined by Watsons Water including refund of the remaining maintenance fee on pro-rata basis after deduction of charge for any service done as remedy. Watsons Water is not liable for supplying any replacement for the equipment or any loss suffered by Customer consequence of the equipment or any part thereof being unusable or not being restored to proper working order.

 

5 Exchange and Refund
5.1.  Under normal circumstances (except Clause 5.2 below), we would not accept any request for exchange of products or cancellation of orders.  You are requested to examine the goods immediately for any deficiencies and/or damages of their appearance and whether all accessories are included upon delivery. If it is the case, please contact our Customer Service Department.
   
5.2. Your deposit paid for the water bottles and the Equipment shall be refunded to you upon return of the water bottles and/or the Equipment, or termination of our services.
   
5.3. If we agree you are entitled to an exchange but the products to be exchanged are sold out, you may return such product to us and apply the amount paid to buy alternative product(s).
   
5.4.  In exceptional case at our sole discretion, we will refund the amount paid to your credit card bank account (takes about 4-6 weeks) by other designated means as agreed between you and us.
   
5.5.  Original sales receipt or relevant electronic receipt must be produced to us for the request of a product exchange.
   
5.6. All gift items must be returned together with the returned products. Otherwise the retail value of the gift item would be deducted from the refund.

 

6 Others
6.1.  Title to the product shall remain vested in us until we receive full payment of the price, and risk shall pass to the customer upon delivery / collection of the product (as the case may be).
   
6.2. Watsons Water may liaise Customer by one or a combination of channels, email, facsimile, phone call or voicemail, SMS message, mail, visit in person or post in website. Any notice shall be deemed to be effective at the time when it is delivered to Customer. For email content with Customer account information, Watsons Water adopts the Transport Layer Security (TLS), the encryption technology to protect data transmission.
   
6.3. All pictures of products shown in the website and printed on promotional materials are for reference only.
   
6.4.  Watsons Water reserves the right of products and services offer, pricing adjustment and amendment to these terms and conditions.
   
6.5.  For 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 own discretion without further notice to you.  In such event, we shall not be liable to make any refund or compensation to you.
   
6.6. 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 other person arising (directly or indirectly) out of the sale and purchase transaction with you.
   
6.7. 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.
   
6.8.  You shall not assign, transfer or otherwise any of your rights and obligations under these Terms and Conditions to any other third party without our prior written consent.
   
6.9.  If any provision of these Terms and Conditions shall be construed to be illegal or invalid, they 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.
   
6.10. These Terms and Conditions embody the entire agreement between the parties and they supersede all previous negotiations, representations and agreement between the parties.
   
6.11.  We have the right, at any time, or from time to time, by giving prior notice to you, to modify or vary or supplement all or any of the provisions under these Terms and Conditions.
   
6.12.  If any dispute arises, 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.
   
 6.13. 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.
   
   Last updated: [-] April 2019
   
  ^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.
  #Our Customer Service Centre office hours is Mon-Fri 8:00 a.m. to 6:00 p.m. Sat 8:00 a.m. to 5:00 p.m. (Except on public holidays)