Terms of service

OVERVIEW
Welcome to Neutrl HK! The terms "we", "us" and "our" refer to Neutrl HK. Neutrl HK operates this store and website, including all related information, content, features, tools, products and services in order to provide you, the customer, with a curated shopping experience (the "Services"). Neutrl HK is powered by Shopify, which enables us to provide the Services to you.
The below terms and conditions, together with any policies referenced herein (these "Terms of Service" or "Terms") describe your rights and responsibilities when you use the Services.
Please read these Terms of Service carefully, as they include important information about your legal rights and cover areas such as warranty disclaimers and limitations of liability.
By visiting, interacting with or using our Services, you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree to these Terms of Service or Privacy Policy, you should not use or access our Services.

SECTION 1 - ACCESS AND ACCOUNT
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your jurisdiction of residence, and you have given us your consent to allow any of your minor dependents to use the Services on devices you own, purchase or manage.
To use the Services, including accessing or browsing our online stores or purchasing any of the products or services we offer, you may be asked to provide certain information, such as your email address, billing, payment, and shipping information. You represent and warrant that all the information you provide in our stores is correct, current and complete and that you have all rights necessary to provide this information.
You are solely responsible for maintaining the security of your account credentials and for all of your account activity. You may not transfer, sell, assign, or license your account to any other person.

SECTION 2 - OUR PRODUCTS
We have made every effort to provide an accurate representation of our products and services in our online stores. However, please note that colors or product appearance may differ from how they may appear on your screen due to the type of device you use to access the store and your device settings and configuration.
We do not warrant that the appearance or quality of any products or services purchased by you will meet your expectations or be the same as depicted or rendered in our online stores.
All descriptions of products are subject to change at any time without notice at our sole discretion. We reserve the right to discontinue any product at any time and may limit the quantities of any products that we offer to any person, geographic region or jurisdiction, on a case-by-case basis. Nothing in this section limits our obligation to provide products that correspond with their descriptions or affects any rights that cannot lawfully be excluded or limited. Unless required by law or otherwise agreed, changes to product descriptions will not affect orders already accepted by us.

SECTION 3 - ORDERS
When you place an order, you are making an offer to purchase. Neutrl HK reserves the right to accept or decline an order for reasonable reasons, including product unavailability, suspected fraud, payment failure, pricing errors or delivery restrictions. Your order is not accepted until Neutrl HK confirms acceptance. We must receive and process your payment before your order is accepted. Please review your order carefully before submitting, as Neutrl HK may be unable to accommodate cancellation requests after an order is accepted. In the event that we do not accept, make a change to, or cancel an order, we will attempt to notify you by contacting the e‑mail, billing address, and/or phone number provided at the time the order was made.
Your purchases are subject to return or exchange solely in accordance with our Refund Policy. If we decline or cancel an order after payment has been received, we will refund the amount paid for the cancelled item or order using the original payment method.
You represent and warrant that your purchases are for your own personal or household use and not for commercial resale or export.

SECTION 4 - PRICES AND BILLING
Prices, discounts and promotions are subject to change without notice. The price charged for a product or service will be the price in effect at the time the order is placed and will be set out in your order confirmation email. Unless otherwise expressly stated, posted prices do not include taxes, shipping, handling, customs or import charges.
Prices posted in our online stores may be different from prices offered in physical stores or in online or other stores operated by third parties. We may offer, from time to time, promotions on the Services that may affect pricing and that are governed by terms and conditions separate from these Terms. If there is a conflict between the terms for a promotion and these Terms, the promotion terms will govern.
You agree to provide current, complete and accurate purchase, payment and account information for all purchases made at our stores. You agree to promptly update your account and other information, including your email address, credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
You represent and warrant that (i) the credit card information you provide is true, correct, and complete, (ii) you are duly authorized to use such credit card for the purchase, (iii) charges incurred by you will be honored by your credit card company, and (iv) you will pay charges incurred by you at the posted prices, including shipping and handling charges and all applicable taxes, if any.

SECTION 5 - SHIPPING AND DELIVERY
All delivery times are estimates only and are not guaranteed. We are not responsible for delays caused by carriers, customs processing, severe weather, public-service disruption or other circumstances outside our reasonable control.

If a parcel is lost or damaged during delivery, please contact us as soon as possible. Any claim, replacement or refund will be handled in accordance with our Shipping Policy, Refund Policy and applicable law. Nothing in these Terms excludes or limits any rights or remedies that cannot lawfully be excluded or limited.

SECTION 6 - INTELLECTUAL PROPERTY
Our Services, including but not limited to all trademarks, brands, text, displays, images, graphics, product reviews, video, and audio, and the design, selection, and arrangement thereof, are owned by Neutrl HK, its affiliates or licensors and are protected by applicable copyright, trademark, patent and other intellectual property laws.
These Terms permit you to use the Services for your personal, non-commercial use only. You must not reproduce, distribute, modify, create derivative works of, publicly display, publicly perform, republish, download, store, or transmit any of the material on the Services without our prior written consent. Except as expressly provided herein, nothing in these Terms grants or shall be construed as granting a license or other rights to you under any patent, trademark, copyright, or other intellectual property of Neutrl HK, Shopify or any third party. Unauthorized use of the Services may violate applicable intellectual property laws. All rights not expressly granted herein are reserved by Neutrl HK.
Neutrl HK's names, logos, product and service names, designs, and slogans are trademarks of Neutrl HK or its affiliates or licensors. You must not use such trademarks without the prior written permission of Neutrl HK. Shopify's name, logo, product and service names, designs and slogans are trademarks of Shopify. All other names, logos, product and service names, designs, and slogans on the Services are the trademarks of their respective owners.

SECTION 7 - OPTIONAL TOOLS
You may be provided with access to customer tools offered by third parties as part of the Services, which we neither monitor nor have any control nor input.
You acknowledge and agree that we provide access to such tools "as is" and "as available" without any warranties, representations or conditions of any kind and without any endorsement. To the extent permitted by applicable law, we shall not be liable for losses arising from your use of optional third-party tools. Any use by you of the optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
We may also, in the future, offer new features through the Services (including the release of new tools and resources). Such new features shall also be deemed part of the Services and are subject to these Terms of Service.

SECTION 8 - THIRD-PARTY LINKS
The Services may contain materials, hyperlinks or functionality provided or operated by third parties. If you access or use third-party websites, products, services, resources or content, you do so at your own risk.

To the extent permitted by applicable law, we are not responsible for losses arising from such access, purchase or use. Please carefully review the relevant third party’s policies and practices before engaging in any transaction. Complaints, claims, concerns or questions regarding third-party products and services should be directed to the relevant third party.

SECTION 9 - RELATIONSHIP WITH SHOPIFY
Neutrl HK is powered by Shopify, which enables us to provide the Services to you. However, any sales and purchases made through our Store are made directly between you and Neutrl HK.

To the extent permitted by applicable law, Shopify is not responsible for the sale, delivery, refund or customer-service aspects of transactions made directly between you and Neutrl HK, including any injury, damage or loss resulting from products or services purchased from us.

To the extent permitted by applicable law, Shopify and its affiliates will not be liable for claims arising from your purchases or transactions with Neutrl HK. Nothing in this Section excludes or limits any liability that cannot lawfully be excluded or limited.

SECTION 10 - PRIVACY POLICY
All personal information we collect through the Services is subject to our Privacy Policy, and certain personal information may be subject to Shopify's Privacy Policy, which can be viewed here. By using the Services, you acknowledge that you have read these privacy policies.
Information you submit through the Services may be transmitted to and shared with Shopify and third parties that provide payment, delivery, website analytics, customer service or other operational services to us. These parties may be located outside your country or region of residence. Please review our Privacy Policy for information about how we, Shopify and our partners collect, use, disclose, store and protect personal information, and how you may exercise your rights of access and correction.

SECTION 11 - FEEDBACK
If you submit, upload, post, email, or otherwise transmit any ideas, suggestions, feedback, reviews, proposals, plans, or other content (collectively, "Feedback"), you grant us a perpetual, worldwide, sublicensable, royalty-free license to use, reproduce, modify, publish, distribute and display such Feedback in any medium for any purpose, including for commercial use. We may, for example, use our rights under this license to operate, provide, evaluate, enhance, improve and promote the Services and to perform our obligations and exercise our rights under the Terms of Service.
You also represent and warrant that: (i) you own or have all necessary rights to all Feedback; (ii) you have disclosed any compensation or incentives received in connection with your submission of Feedback; and (iii) your Feedback will comply with these Terms. Except where required by applicable law, we are under no obligation (1) to maintain your Feedback in confidence; (2) to pay compensation for your Feedback; or (3) to respond to your Feedback.
We may, but have no obligation to, monitor, edit or remove Feedback that we determine in our sole discretion to be unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party's intellectual property or these Terms of Service.
You agree that your Feedback will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your Feedback will not contain libelous or otherwise unlawful, abusive or obscene Feedback, or contain any computer virus or other malware that could in any way affect the operation of the Services or any related website. You may not use a false email address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any Feedback. You are solely responsible for any Feedback you make and its accuracy. We take no responsibility and assume no liability for any Feedback posted by you or any third-party to the extent permitted by applicable law.

SECTION 12 - ERRORS, INACCURACIES AND OMISSIONS
Occasionally, information provided through the Services may contain typographical errors, inaccuracies or omissions relating to product descriptions, pricing, promotions, shipping charges, transit times or availability. We reserve the right to correct such information and update the Services.

Where an order is affected by a clear or material error concerning price, product availability or other important information, we may contact you to correct or cancel the order, including after it has been submitted. If we cancel an order after receiving payment, we will refund the amount paid for the cancelled item or order using the original payment method.

SECTION 13 - PROHIBITED USES
You may access and use the Services for lawful purposes only. You may not access or use the Services, directly or indirectly: (a) for any unlawful or malicious purpose; (b) to violate any applicable laws, regulations or legal requirements; (c) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (d) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or harm any of our employees or any other person; (e) to transmit false or misleading information; (f) to send, knowingly receive, upload, download, use, or re-use any material that does not comply with these Terms; (g) to transmit, or procure the sending of, any advertising or promotional material, including any "junk mail," "chain letter," "spam," or any other similar solicitation; (h) to impersonate or attempt to impersonate any other person or entity; or (i) to engage in any other conduct that restricts or inhibits anyone's use or enjoyment of the Services, or which, as determined by us, may harm Neutrl HK, Shopify or users of the Services, or expose them to liability.
In addition, you agree not to: (a) upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Services; (b) reproduce, duplicate, copy, extract, sell, resell or exploit any portion of the Services; (c) collect or track the personal information of others; (d) spam, phish, pharm, or pretext the services; (e) use any robot, spider, scraping or data-extraction tool, automated process, AI tool or other means to access, scrape or extract content from the Services in bulk or without our authorisation; or (f) interfere with, bypass, or circumvent the security or authorization features, robot exclusion headers, or other measures we employ to restrict access to the Services. We may suspend, disable or terminate your account or access to the Services in accordance with Section 15 if we reasonably determine that you have materially violated these Terms.

SECTION 14 - AGENTS
14.1 This section ("Agent Terms") applies if you use, allow, enable, or cause the deployment of an Agent to access, use, or interact with any Services. "Agent" means any software or service that takes autonomous or semi-autonomous action on behalf of, or at the instruction of, any person or entity and that can be executed on behalf of or using a person’s device, without direct supervision.
14.2 No Agent may access, use, or interact with Services unless, at all times, it identifies itself and operates in strict accordance with the requirements in section 14.4 below. In addition, no Agent may access, use, or interact with Services if we have requested that the Agent refrain from accessing, using, or interacting with any service.
14.3 We may limit, including by technical measures, whether and how any Agent accesses, uses, and interacts with Services.
14.4 Agents must: (i) in all HTTP/HTTPS requests, identify that the request is from an Agent and disclose the name of the Agent by including the following in the request's user agent string: "Agent/[agent name]"; (ii) not conceal or obfuscate that any access, use, or interactions are from an Agent, such as by (a) mimicking human behavior and interaction patterns, or (b) completing or circumventing CAPTCHAs or measures intended to distinguish computer use from humans, (iii) respond truthfully to any question or prompt seeking to determine if interactions are coming from a human or a computer, (iv) not circumvent or otherwise avoid any measure intended to block, limit, modify, or control whether and how Agents access, use, or interact with the Services.

SECTION 15 - TERMINATION
We may suspend or terminate your access to all or part of the Services if you materially breach these Terms, violate applicable law, engage in fraudulent activity, or create a risk to Neutrl HK, Shopify, other users or the security of the Services. Termination will not affect any payment or other obligation arising before the termination date.
The following sections will continue to apply following any termination: Intellectual Property, Feedback, Termination, Disclaimer of Warranties, Limitation of Liability, Indemnification, Severability, Waiver; Entire Agreement, Assignment, Governing Law, Privacy Policy, and any other provisions that by their nature should survive termination.

SECTION 16 – DISCLAIMER OF WARRANTIES

The information presented on or through the Services is provided solely for general information purposes. While we make reasonable efforts to keep such information accurate and up to date, we do not warrant that it will always be accurate, complete, current or suitable for your particular needs.

Any reliance you place on such information is at your own risk. However, nothing in this Section excludes or limits liability arising from fraud, fraudulent misrepresentation or any other liability that cannot lawfully be excluded or limited.

Except as expressly stated by Neutrl HK or required by applicable law, the Services are provided on an “as is” and “as available” basis. Products purchased through the Services will be supplied in accordance with their applicable product descriptions, accepted orders and any rights or requirements arising under applicable law.

To the fullest extent permitted by applicable law, we disclaim all representations, warranties and conditions, whether express or implied, including any implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title and non-infringement.

We do not guarantee, represent or warrant that access to or use of the Services will be uninterrupted, timely, secure or error-free.

Nothing in these Terms excludes or limits any statutory right, warranty, condition, remedy or liability that cannot lawfully be excluded or limited.

SECTION 17 – LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, Neutrl HK, our affiliates, partners, directors, officers, employees, agents, contractors, service providers and licensors, and Shopify and its affiliates, will not be liable for any indirect, incidental, punitive, special or consequential loss or damage arising from or relating to:

1. your access to or use of, or inability to access or use, the Services;
2. any product purchased through the Services;
3. any content made available through the Services; or
4. any other matter arising under or relating to these Terms.

This includes, without limitation, loss of profits, revenue, savings, business opportunities or data, and replacement costs, whether the claim arises in contract, tort—including negligence—strict liability or otherwise, even where we have been advised that such loss or damage may occur.

Nothing in these Terms excludes or limits liability for:

1. fraud or fraudulent misrepresentation;
2. death or personal injury caused by negligence, where such liability cannot lawfully be excluded or limited;
3. any breach of statutory rights or obligations that cannot lawfully be excluded or limited; or
4. any other liability that cannot be excluded or limited under applicable law.

Where applicable law does not permit a particular exclusion or limitation of liability, that exclusion or limitation will apply only to the maximum extent permitted by law.

SECTION 18 – INDEMNIFICATION

To the extent permitted by applicable law, you agree to indemnify and hold harmless Neutrl HK, Shopify, and our respective affiliates, partners, officers, directors, employees, agents, contractors, licensors and service providers from reasonable losses, damages, liabilities, claims and legal costs payable to a third party that arise directly from:

1. your material breach of these Terms of Service or any policy incorporated into these Terms by reference;
2. your violation of applicable law; or
3. your infringement of the rights of a third party.

We will notify you within a reasonable time after becoming aware of any claim for which indemnification may be sought. A delay in notification will not release you from your obligations under this Section unless the delay materially prejudices your ability to respond to or defend the claim.

We may reasonably participate in the defence and settlement of the claim. We will not agree to any settlement that imposes a non-monetary obligation on you without your prior consent, which must not be unreasonably withheld or delayed.

You agree to provide reasonable cooperation in connection with the defence of an indemnified claim, including providing relevant information and documents in your possession or control.

You will not be required to indemnify any party to the extent that the relevant claim results from that party’s own breach of these Terms, negligence, wilful misconduct or violation of applicable law.

SECTION 19 - SEVERABILITY
If any provision of these Terms of Service is determined to be unlawful, void or unenforceable, that provision will nevertheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion will be deemed severed from these Terms. Such determination will not affect the validity and enforceability of the remaining provisions.

SECTION 20 - WAIVER; ENTIRE AGREEMENT
Our failure to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or in respect of the Services constitute the entire agreement and understanding between you and us and govern your use of the Services, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us, including any prior versions of these Terms of Service.
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 21 - ASSIGNMENT
You may not delegate, transfer or assign these Terms, or any of your rights or obligations under these Terms, without our prior written consent. Any attempted assignment made without our consent will be null and void.

We may transfer or assign these Terms and our related rights and obligations in connection with a merger, reorganisation, sale of our business or assets, change in corporate structure, or other circumstances permitted by applicable law. Where such a transfer materially affects your rights, we will notify you where reasonably practicable.

SECTION 22 - GOVERNING LAW
These Terms of Service and any separate agreements through which we provide the Services shall be governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region. You and Neutrl HK agree to submit to the non-exclusive jurisdiction of the courts of Hong Kong.

SECTION 23 - HEADINGS AND LANGUAGE
The headings used in these Terms are included for convenience only and will not limit or otherwise affect their meaning or interpretation.

These Terms are available in English and Chinese. If there is any inconsistency or ambiguity between the two versions, the English version shall prevail.

SECTION 24 - CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time on this page.
We reserve the right, in our sole discretion, to update, change, or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. We will notify you of any material changes to these Terms in accordance with applicable law, and such changes will be effective on the date specified in the notice. Your continued use of or access to the Services following the posting of any changes to these Terms of Service constitutes acceptance of those changes. Unless required by law, changes to these Terms will not affect orders accepted before the effective date of the changes.

SECTION 25 - CONTACT INFORMATION
Questions about the Terms of Service should be sent to us at contactus@neutrlhk.com.
Our contact information is posted below:
Neutrl HK
contactus@neutrlhk.com