These Terms and Conditions govern purchases made through the MyFaktory website and set out the rights and obligations of MyFaktory and its customers.
Please read them carefully before placing an order. By submitting an order, you confirm that you have read and accepted the Terms and Conditions applicable at the time of purchase.
Nothing in these Terms and Conditions limits or excludes any mandatory consumer rights available under the law applicable to your purchase.
The products available on the MyFaktory website are sold by:
Jasper Group Corporation Limited
14 Science Museum Road
917A, Block A, 9/F, New Mandarin Plaza
Tsim Sha Tsui
Hong Kong
Company Registration Number: 76669577
Trading under the name MyFaktory.
Customer Service: [email protected]
Customers may also contact us through the Contact page available on the website.
These Terms and Conditions apply primarily to customers purchasing products as consumers.
A consumer is an individual acting for purposes outside their trade, business, craft or profession.
Orders placed for business or professional purposes may be subject to separate commercial conditions agreed with MyFaktory. Mandatory legal rights applicable to professional customers remain unaffected.
You must be at least 18 years old and have the legal capacity to enter into a contract to place an order.
Product names, descriptions, dimensions, materials, colours and images are provided to identify and describe the products offered for sale by MyFaktory.
We endeavour to ensure that product information is accurate and up to date. Minor variations in colour, texture, dimensions or finish may occur due to manufacturing processes, natural materials, lighting, photography or screen display.
Products incorporating natural materials or handmade, artisanal, aged or vintage-style finishes may present individual variations. These variations are not necessarily defects when they are inherent to the material or finish described on the product page.
Customers should review the product description, measurements, materials, colour, estimated delivery time and other relevant information before placing an order.
References to third-party trademarks, where legitimately required, are used solely for identification or descriptive purposes and do not imply affiliation, sponsorship or endorsement unless expressly stated.
All orders are subject to product availability.
The availability or estimated dispatch time shown on a product page may vary depending on the selected colour, finish, size or product variation.
If a product becomes unavailable after an order has been placed, we will contact the customer and explain the available options. These may include:
Waiting for the product to become available;
Selecting an alternative product, subject to the customer’s agreement; or
Cancelling the unavailable product and receiving the appropriate refund.
MyFaktory will not substitute a product without the customer’s agreement.
Product prices are displayed on the website in the applicable currency and include any taxes stated during checkout.
Shipping is charged at a fixed rate based on the delivery country and the total value of the customer’s basket. For example and according to the final destination for a basket value < 30 € the shipping charge for Spain and Portugal will be 6.99 €, for France and Germany 15.99 €, for Italy 12.99 € etc…
The applicable shipping charge is calculated and displayed in the basket or during checkout before the customer confirms and pays for the order.
The customer will therefore have an opportunity to review:
The selected products and quantities;
The price of each product;
Any applicable discount;
Shipping charges;
Applicable taxes; and
The total amount payable.
Any customs duties, import taxes or charges imposed by the destination country are not included unless expressly stated during checkout. Where applicable, these charges are the customer’s responsibility.
MyFaktory may change its prices at any time. Changes will not affect orders that have already been accepted, except where the customer agrees to a modification.
If an obvious pricing or product-information error affects an order, we will contact the customer before dispatch. The customer may confirm the order at the correct price or cancel it for a full refund. We will not cancel a valid order merely because of a minor error that does not materially affect the purchase.
Discount codes are subject to the conditions communicated with the relevant promotion, including any expiry date, minimum purchase amount, eligible products or geographical restrictions.
Unless expressly stated otherwise:
Only one discount code may be used per order;
Discount codes cannot be exchanged for cash;
Expired codes cannot be applied;
A code must be entered before the order is confirmed; and
A discount cannot normally be added retrospectively to a completed order.
If an order containing a discount is partially refunded, the discount allocated to the returned product will be taken into account when calculating the refund.
Promotional conditions do not limit any mandatory consumer rights.
To place an order, the customer must select the products, add them to the basket and complete the checkout process.
Before confirming payment, the customer must check that all order information is correct, including:
Products and quantities;
Colours, finishes and dimensions;
Billing and delivery addresses;
Contact details;
Shipping charges; and
The total amount payable.
The customer is responsible for providing complete and accurate information.
After the order has been submitted, MyFaktory will send an electronic confirmation containing the available order details. This confirmation acknowledges receipt of the order.
A binding sales contract is formed when MyFaktory accepts the order. Acceptance may be confirmed by an order-confirmation email, payment confirmation or dispatch confirmation, depending on the checkout process and payment method used.
We may refuse or cancel an order for legitimate reasons, including:
Product unavailability;
An obvious pricing or description error;
Suspected fraud or unauthorised payment;
Failure to obtain payment authorisation;
Delivery restrictions affecting the destination or product; or
A legal or regulatory restriction.
If payment has already been collected for an order that we cannot accept, the corresponding amount will be refunded.
Customers may be required to create an account or provide the information necessary to process an order.
Customers are responsible for keeping their sign-in details confidential and for notifying MyFaktory if they suspect unauthorised access to their account.
The customer account may be used to:
View current and previous orders;
Access available tracking information;
Update personal information;
Submit cancellation or return requests; and
Manage available account preferences.
A customer who cannot access their account may contact Customer Service for assistance. The inability to access an account does not remove any mandatory consumer rights or prevent the customer from notifying MyFaktory by another clear written statement.
The payment methods available for each order are displayed during checkout. Availability may depend on the delivery destination, order value or other transaction details.
Payment may be subject to authorisation by the customer’s bank or payment provider. An order may be cancelled if payment is refused or cannot be verified.
Payment information is processed using appropriate technical and security measures. MyFaktory does not receive or store full card details where these are processed directly by an authorised payment provider.
For fraud-prevention purposes, MyFaktory or the payment provider may request reasonable additional verification. Any personal information obtained for this purpose will be handled in accordance with applicable data-protection law and the Privacy Policy.
If payment is made through PayPal or another payment provider whose protection rules require delivery to a registered address, an address change may also need to be approved or completed through that provider.
If you wish to cancel an order before it has been dispatched, contact Customer Service as soon as possible or submit a request through your customer account.
Where a statutory right of withdrawal applies, a clear cancellation request made before delivery will be treated as an exercise of that right.
If no statutory withdrawal right applies, we will check whether the order can still be stopped. If cancellation is possible, we will confirm it and process the applicable refund.
There are no automatic 20% or 40% cancellation deductions.
Any deduction may only be made where it has a valid contractual and legal basis, has been clearly communicated and is permitted by applicable law.
Cancellation rights may be excluded or limited for products manufactured according to the customer’s individual specifications or clearly personalised for the customer, where permitted by applicable law. Any such restriction must be communicated clearly before purchase.
If the order has already been handed over to the carrier, it may no longer be possible to stop the shipment. Customer Service will explain the applicable return procedure.
Refusing delivery does not by itself replace the requirement to notify MyFaktory clearly that you wish to cancel or withdraw from the purchase.
If you are a consumer and applicable consumer law provides a statutory right of withdrawal, you may withdraw from your online purchase within 14 calendar days without giving a reason.
The withdrawal period generally begins on the day after you, or a person designated by you other than the carrier, receives the goods.
If an order contains several products delivered separately, the withdrawal period generally begins when the final product covered by the withdrawal right is received.
To exercise this right, you must inform MyFaktory of your decision before the withdrawal period expires. You may:
Submit a return request through your customer account;
Contact Customer Service at [email protected]; or
Use the Contact page on the website.
Your request should include your name, order number and the products you wish to return. You may use the model withdrawal form at the end of these Terms and Conditions, but its use is not compulsory.
The statutory right of withdrawal may not apply to certain products where an exception is established by applicable law. This may include:
Products manufactured according to the customer’s individual specifications;
Products that are clearly personalised;
Sealed products that are not suitable for return for health-protection or hygiene reasons once unsealed; or
Products that, after delivery, have become inseparably mixed with other items.
A product is not automatically excluded from withdrawal merely because it was not held in stock or had to be ordered from a supplier. Any applicable exclusion will be communicated clearly before the customer completes the purchase.
These exceptions do not affect the customer’s rights if a product is defective, damaged, incorrect or otherwise does not conform to the contract.
After notifying MyFaktory of your decision to withdraw, you must send the goods back within 14 calendar days, unless MyFaktory has agreed to collect them.
Customer Service will provide the return instructions and correct return address. Products must not be sent to the company’s registered office unless Customer Service expressly instructs the customer to do so.
Customers should:
Submit the withdrawal or return request within the applicable period.
Wait for the return instructions and return address.
Pack the product securely with all parts and accessories.
Send the product within the applicable return period.
Keep the shipping receipt and tracking information.
Unauthorised returns or products sent to an incorrect address may experience processing delays.
Customers may inspect products in the same way they reasonably could in a physical shop to establish their nature, characteristics and functioning.
The customer may be responsible for any proven reduction in value resulting from handling beyond what is necessary for that purpose, where permitted by applicable law.
Products should be returned complete and, where reasonably possible, in their original packaging or other packaging offering equivalent protection.
The absence of the original packaging does not automatically remove a statutory right of withdrawal. However, the customer is responsible for packaging the product adequately and may be responsible for damage or loss in value caused by insufficient return packaging, where permitted by law.
Products returned as defective, damaged or incorrect are assessed under the rules applicable to non-conforming goods rather than solely under the withdrawal procedure.
Where a customer exercises the statutory right of withdrawal because they have changed their mind, the direct cost of returning the products is normally the customer’s responsibility, provided this was communicated before purchase and applicable law permits it.
Furniture and bulky products may require a specialist transport service.The estimated return cost, or a reasonable estimate where the exact cost cannot be calculated in advance, will be communicated to the customer before the return is arranged, where required by applicable consumer law.
Where available, MyFaktory may offer to arrange collection through a transport partner. The collection cost will be communicated before the customer accepts the service. The agreed amount may be deducted from the refund where legally permitted.
MyFaktory will bear the appropriate return or collection costs when a product is defective, damaged on delivery, incorrect or otherwise does not conform to the order, where required by applicable law.
Where a statutory right of withdrawal applies, MyFaktory will reimburse eligible payments received for the returned products, including the cost of the least expensive standard delivery option offered for the original order.
Additional costs resulting from the customer selecting a premium or more expensive delivery option are not refundable beyond the cost of standard delivery, where permitted by law.
Refunds will be processed within the period required by applicable consumer law and normally through the payment method used for the original transaction, unless another method has been expressly agreed.
Where permitted by law, MyFaktory may withhold reimbursement until:
The returned goods have been received; or
The customer provides sufficient evidence that the goods have been sent back,
whichever occurs first.
There are no arbitrary percentage deductions from refunds. A deduction will only be made where permitted by applicable law, such as:
An agreed return or collection cost payable by the customer; or
A proven reduction in value caused by unnecessary or excessive handling.
The customer will be informed of any deduction and the reason for it.
MyFaktory delivers furniture, lighting, home décor and other home products to the destinations available during checkout.
The estimated delivery time applicable to each product is displayed on the product page and/or during checkout.
Delivery times are estimates unless a specific delivery date has been expressly agreed. They may vary depending on:
Product availability;
Delivery destination;
Carrier availability and capacity;
Product size, weight or nature;
Whether the product is made to order;
Periods of high demand or public holidays;
Adverse weather or transport disruption;
Customs procedures; or
Circumstances outside our reasonable control.
If a significant delay occurs after an order has been placed, MyFaktory will contact the customer using the details provided with the order.
Where products in the same order have different estimated delivery times, they may be dispatched together or separately.
Once an order has been prepared and handed over to the carrier, the customer will receive a dispatch confirmation.
Where tracking is available, the relevant tracking information will be provided after dispatch. Tracking information may take some time to become active.
An order may be delivered in several packages, and packages may arrive on different dates.
Unless a different delivery service is expressly offered and selected during checkout or communicated for the relevant order, the applicable standard delivery service will be described before purchase.
The delivery service may vary depending on the destination, product dimensions, product weight, carrier availability and any additional delivery options offered for the order.
Before completing the purchase, customers should review the applicable delivery conditions carefully, including whether the service covers:
Delivery at street level or kerbside;
Delivery inside the property or to a particular floor;
Unpacking or removal of packaging;
Assembly, installation or positioning; or
Removal of existing furniture.
Services not expressly included in the delivery option selected by the customer are not included in the order.
Customers are responsible for checking the dimensions of the products and their packaging to ensure that they will fit through doors, lifts, stairways, corridors and other access points. Where the selected service does not include carrying products inside the property, customers should arrange sufficient assistance to move the products from the delivery point.
The customer must provide an accurate and complete delivery address, telephone number and email address.
Please contact Customer Service as soon as possible if the address needs to be changed. We cannot guarantee that an address can be modified after an order has been prepared or dispatched.
An adult must be available to receive the order.
If delivery cannot be completed because:
Nobody is present;
The address is incorrect or incomplete;
Access is unsafe or unsuitable;
The customer refuses delivery without a legally justified reason; or
Another circumstance attributable to the customer prevents delivery,
The carrier may make another delivery attempt or return the goods to the sender. Reasonable additional transport or storage costs may be charged where they have been disclosed, are attributable to the customer and are permitted by applicable law.
Customers are encouraged to inspect the number and external condition of the packages when they arrive.
If packaging is visibly crushed, torn, open, wet or damaged, or if a package appears to be missing, the customer should, whenever reasonably possible:
Record the issue clearly on the carrier’s delivery document or electronic device;
Take photographs before opening the package;
Photograph the shipping labels;
Retain the packaging; and
Contact Customer Service promptly.
Recording visible damage helps MyFaktory investigate the incident with the carrier. However, failure to record damage on the delivery document or to report it within 24 hours does not automatically remove any mandatory legal rights available to the customer.
Signing a delivery document confirms receipt of the shipment but does not automatically constitute acceptance that concealed goods are free from defects.
Risk of loss or damage passes to a consumer when the consumer, or a person designated by them other than the carrier, takes physical possession of the goods, subject to applicable law.
If a product is damaged, defective, incomplete, incorrect or otherwise does not conform to the order, contact Customer Service promptly.
To help us investigate and resolve the issue, please provide:
The order number;
A description of the problem;
Photographs or videos showing the product and issue;
Photographs of the packaging and shipping labels, where relevant; and
Details of any visible transport damage recorded at delivery.
Customers should retain the product and packaging while the claim is being assessed, whenever reasonably possible.
Requests for reasonable evidence help us identify the appropriate solution and pursue a carrier claim. They will not be used to remove mandatory consumer rights where the requested evidence is unavailable for a legitimate reason.
Depending on the circumstances and applicable law, the available remedy may include repair, replacement, a price reduction or a refund.
Products are covered by the mandatory legal guarantees applicable in the customer’s country.
If a product does not conform to the contract, the customer may be entitled to the remedies provided by applicable law. These rights exist independently of any additional commercial or manufacturer’s warranty.
Nothing in these Terms and Conditions limits a customer’s rights concerning defective or non-conforming goods.
Customers must follow the instructions, warnings, weight limits and maintenance recommendations supplied with the product.
Where assembly is required, the product must be assembled correctly using suitable tools and all components provided.
MyFaktory is not responsible for damage caused solely by misuse, improper assembly, unauthorised modification, failure to follow instructions, abnormal wear or use for a purpose for which the product was not designed. This does not exclude liability for an existing product defect or any liability that cannot legally be excluded.
MyFaktory does not exclude or limit liability where doing so would be unlawful.
In particular, nothing in these Terms and Conditions excludes or limits liability for:
Fraud or fraudulent misrepresentation;
Death or personal injury caused by negligence;
Breach of mandatory consumer rights; or
Any other liability that cannot be excluded under applicable law.
Subject to these protections, MyFaktory will not be responsible for losses that were not reasonably foreseeable when the contract was formed or for business losses suffered by a customer acting as a consumer.
MyFaktory will not be responsible for a delay or failure caused by circumstances outside its reasonable control, such as severe weather, natural disasters, fire, strikes, transport disruption, supplier interruption, port congestion, customs delays, government action or telecommunications failures.
We will take reasonable steps to minimise the effects of the event and will inform affected customers where appropriate.
This clause does not remove any right the customer may have to cancel the contract because of a substantial delay or non-performance under applicable law.
Personal information is processed in accordance with the MyFaktory Privacy Policy and applicable data-protection law.
Cookies and similar technologies are used in accordance with the Cookie Policy and the preferences selected through the website’s cookie-management tool.
Customers should consult those policies for information about:
The personal information collected;
The purposes and legal bases for processing;
Service providers and recipients;
International data transfers;
Data-retention periods;
Marketing preferences;
Cookies and tracking technologies; and
How to exercise their data-protection rights.
The website and its contents, including text, graphics, photographs, logos, layout and software, are protected by intellectual-property laws.
Customers may use the website for personal and lawful shopping purposes. Content may not be copied, reproduced, distributed, modified or commercially exploited without prior authorisation, except where permitted by law.
MyFaktory may update these Terms and Conditions from time to time.
The version applicable to an order is the version made available to the customer when the order is placed. Later changes will not apply retrospectively to an existing order unless required by law or expressly agreed with the customer.
If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply.
The invalid provision will be interpreted or replaced, where possible, in a way that most closely reflects its lawful purpose.
These Terms and Conditions are governed by the laws of Hong Kong , without depriving consumers of the mandatory protections granted by the law of the country in which they habitually reside where those protections apply.
A consumer may bring proceedings before any court having jurisdiction under applicable consumer-law rules.
Before starting formal proceedings, customers are encouraged to contact Customer Service so that we can attempt to resolve the matter directly.
Any alternative dispute-resolution mechanism referred to on the website will apply only where it is available, legally applicable and correctly identified.
For questions about an order, delivery, cancellation, return, refund or product issue, please contact:
MyFaktory Customer Service
Email: [email protected]
Please include your order number and sufficient information for us to identify and respond to your request.
Jasper Group Corporation Limited
14 Science Museum Road
917A, Block A, 9/F, New Mandarin Plaza
Tsim Sha Tsui
Hong Kong
Company Registration Number: 76669577
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Jasper Group Corporation Limited, 14 Science Museum Road, 917A, Blk A/9F, New Mandarin Plaza, Tsim Sha Tsui, Hong Kong, Hong Kong, 000000, Company Registration Number 76669577
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