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FAQs

1.        Is it necessary to register an account online before purchasing in PROTREK eshop?

No, you can use Guest Checkout. However, registering an account online will allow you to save time, as you will not have to key in your personal details for your next purchase.

2.        How can I purchase in eshop?

You may browse the product list on PROTREK eshop and select items you wish to purchase by clicking “Add to Cart.” Then go to “Shopping Cart” to submit your order and enter delivery and contact information. Please check more:  Only Quick Look or Full Detail Guide 

3.        What payment method can I use?

We only accept payment by Paypal.

4.        Can I return the products purchased in eshop?

New product with proper undamaged package sold by PROTREK eshop will be replaced for another new product within 7 days of purchase (exclude non-returnable items). Please contact us for returning information.

5.        Return Procedure

You can pack and send your return to us in just a few simple steps:

A.       Click Contact us and complete all the fields in the form.

B.       State in the Enquiry field : Return Product, your Order Number, description of products to be returned and the reason of return.

C.       Pack the returned products along with our acknowledgement email and sales invoice securely in a box that we can expedite your request.

D.      Send the returning items by mail to: PROTREK, Rm.1006, 10/F., Block A, New Trade Plaza, 6 On Ping Street, Shatin, N.T., Hong Kong.

E.       All return shipping fee must be prepaid by customer. PROTREK do not bear the return shipping fee.

6.       PROTREK eshop non-returnable items

We're sorry, but we DO NOT ACCEPT returns of certain products, including:

A.       Any product that is returned more than 7 days counted from the date of product receipt.

B.       Any product that has been opened or used (taken out of its original wrap or box, and without hangtag).

C.       Any product that is not in its original condition, is damaged, or is missing parts.

D.      Any electronic products.

E.       Any food and drink.

F.       Any discount, clearance or outlet clearance product.

G.      Any free gift product and special redemption gifts.

H.      Any product that is purchased at PROTREK retail stores.

I.        Any underwear and socks (due to hygiene reason).

J.        In the event of dispute, PROTREK eshop's decision shall be final and conclusive.

7.        How can I send the purchase to a friend?

On “Delivery details” of the order form, tick the box “If the recipient’s name and delivery address is different from the above” and enter the recipient’s name and delivery address.

8.        Is only PROTREK retail shop member (i.e. Gold, Gold Plus, , Care PLUS member, etc.) eligible to register PROTREK eshop account?

No. Everyone can register PROTREK eshop account.

9.        If I am PROTREK retail shop member (i.e. Gold, Gold Plus, Care PLUS member, etc.), can I enjoy member discounts in PROTREK eshop?

Yes. PROTREK retail shop member can enjoy 15% discounts on all products on PROTREK eshop, except on sale items. Members will receive a password by email for discounted purchase on PROTREK eshop after 10 working days from successful application.

 

In case of discrepancies between the English and Chinese versions, the English version shall prevail.