Delivery and Refund

1. Delivery

1.1 We offer FREE delivery (single location only) for purchases over HK$600 net after using promotion code. For orders under HK$600 after using promotion code, a delivery charge of HK$70 per each order shall apply.

1.2  For delivery address without elevators, the delivery staff may require the customer to pick up products at the ground floor of Tong Lau / the gateway of the village.  If needed to deliver to your address, we may offer service up to 5th floor with surcharge.  A delivery surcharge may be collected by delivery staff when you receive the goods.

You must indicate when check-out if delivery address is not supported with elevator. KOLB LIFE reserves the right to collect surcharge without prior notice.

1.3 Delivery services shall delay when typhoon signal, a red or black rainstorm warning is hoisted; or such other weather conditions whereby delivery is considered unsafe. In this event, you will be contacted to re-schedule delivery time.

1.4 Our delivery service will be using SF Express Refrigerated Delivery Services covers Hong Kong Island, Kowloon, New Territories and some outlying islands which include Tung Chung, Ma Wan and Discovery Bay (* Service are available from Monday to Saturday * The delivery time of Ma Wan is until 16:00). Delivery service is currently unavailable for the following areas: Temple Hill (Shatin Pass Road to Kwun Yum Temple) Lei Yue Mun Praya Road All country parks, North District – Lo Wu, Sha Tau Kok, Man Kam To, Ta Kwu Ling, Tsui Estate, Luk Kiu Yuen Long District -Mai Po, Lau Fau Shan, Lok Ma Chau Tuen Mun District – Lung Kwu Tan Tai Po District – Lin Au, Plover Cove Sai Kung District – Pak Tam Chung, Hoi Ha Wan, Po Toi O, Sheung Wan Estate, Tai Po Sha Tin District – Upper/Lower Wo Che, Fa Sam Hang, Island areas (except Tung Chung, Ma Wan and Discovery Bay).

1.5 We currently provide delivery service on Monday to Saturday (except Sunday and public holidays)  from 10:30 to 18:00 by areas:

 (i) Delivery Schedule Reference (Except Sunday and Public Holiday):

Schedule for reference only

A Section:              09:00 – 13:00

B Section:              13:00 – 17:00

C Section:              17:00 – 19:00

Note: No delivery on Sundays and Public Holidays

(ii) The following areas would be delivered in Timeslot B only, please check the details from the SF Express Web Site below:

(iii) Door-to-door Cold Chain Delivery is not applicable to warehouses and remote areas.

1.6 We currently do not make deliveries to the following areas: (1) Outlying islands (Except Tung Chung, Ma Wan and Discovery Bay), (2) Restricted districts and areas that vans cannot access or require parking.

1.7 We will deliver the products ordered by you to the address you give us for delivery at the time you make your order through our staff or a third-party provider. You shall accept the products yourself (except where you have specifically instructed us to leave your delivery outside the door or at the concourse – missing delivery under such circumstances shall be at your own risk) when the products are delivered to the address you give us for delivery. You agree and accept that we are entitled, at our option, to charge additional costs or cancel your order in the event of your failure to accept delivery for whatever reasons.

1.8 It is your responsibility to inform KOLB LIFE immediately of any changes to your delivery address or preferred delivery time slot after placing order.

1.9 You will become the owner of the product(s) you have ordered when they have been delivered to you. Once product(s) has been delivered to you, they will be held at your own risk and we will not be liable for the loss or damage.

2. Refund & Replacement

2.1 If you find your product(s) in situations listed below, you can request replacement of specific product(s) within 3 working days after delivery:

(i) Breakage/ Incomplete product package

(ii) Quality issue

(iii) Short-shipment or wrong delivery

2.1.1 You are required to provide proof for approval of any request (stated in clause 5.1) as below:

(i) provide valid proof of purchase from; and

(ii) send photos of the concerned item(s) to us via email / instant messaging software.

2.1.2 We will arrange replacement of equivalent product within 7 working days upon approval of any request listed above (stated in clause 5.1). If the specific item is out of stock, we will credit the equivalent amount of into your designated bank/Paypal account or replaced by other product with same value. 

2.1.3 We do not accept returns of fresh and frozen goods due to their perishable nature. If your order is returned to us because of an incorrect address provided or refusal of delivery when shipped according to our terms and conditions, we cannot guarantee the condition of the returned goods, must dispose of the contents, and you will not be refunded. In the event an order is delivered late due to an incorrect address or if you are unable to retrieve on the delivery date without prior notification and thawing/damage occurs, you will not be refunded.

2.1.4 All refund will be credited into your destinated bank/Paypal account. Refund takes approximately 7-14 business days. Once issued, a refund cannot be canceled.

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