Terms and Conditions
Payment Method
All purchases at Epsilon require a one-time payment, which can be paid through the various payment methods we offer.
Credit Card – We accept Visa Card and Mastercard. When you choose online payment methods to conduct transactions, the operation process will use the SSL encryption mechanism to protect your personal privacy information.
Alipay, WeChat Pay and Union Pay – Alipay, WeChat Pay and Union Pay have formulated additional risk management measures for account information, and the processing reaches PCI security standards and obtain PCI DSS security certification.
We will only charge you the total amount shown in your shopping cart (HKD). Please note that your bank may charge you a foreign currency transaction fee. Please check with your bank for its foreign currency transaction policy. If there are any additional charges, these charges will be your responsibility.
In addition to Hong Kong, customers must pay the relevant tariffs when shipping to other countries or regions.
Shipping Method
Most orders for which payment is successfully confirmed will be shipped within two working days, and the products will be shipped from Epsilon’s warehouse in Hong Kong. Generally, it will be received within 2 to 4 working days after your confirmed order.
The delivery service area covers all of Hong Kong (P.O. email addresses and restricted areas do not provide delivery service.) Due to the wide coverage of services, it is impossible to list them all, please contact our customer service for more information. Restricted areas (services will be provided with certain permits): 1) Shenzhen Bay Port, 2) Lok Ma Chau, 3) Man Kam To 4) Sha Tau Kok, 5) Lo Wu, 6) Lok Ma Chau Spur Line Immigration Control Point, 7) Hong Kong international airport.
Free shipping for purchases of HKD 800 or above, and HKD 35 for purchases below HKD 800. Please note that free shipping does not include remote areas and outlying islands. Remote areas include outlying islands (1) <Ma Wan, Discovery Bay, Chek Lap Kok, Airport, Disneyland> +HK$50; outlying islands (2) <Ngong Ping 360, Cheung Chau, Lantau Island, Mui Wo, Tai O, Ping Chau, Lamma Island> +HK$150 and non-standard industrial and commercial areas and residential areas, etc. If necessary, the customer service officer will contact you and charge you the courier company’s surcharge.
If you need to change your address, please contact us as soon as possible. Please note that the courier company may charge an address change fee.
Return and Exchange Policy
For most products purchased on this website, if you find the following conditions on the product within 7 days of receipt, you can request a return or replacement of the product from us.
Items available for return or exchange:
1) The goods received do not match the ordered goods
2) The goods received are damaged
Items not accepted for return or exchange:
- There is no box, label, and the contents of the goods are missing (all accessories and packaging must be consistent with the ones received when returned)
The customer’s use failed to meet their personal preferences or the quality was not as good as expected. - Damaged goods that have been modified and used by the customer
Goods that have been received for more than 7 days or more - Some products have been marked as not offering return service
- The goods are damaged due to any damage during transportation
There are slight dents, scratches, wrinkles or stains on the packaging surface but it does not affect the quality of the goods. - Any discounted products, gifts and trial items
Return and exchange procedures and shipping costs:
If the goods are damaged or inconsistent, you must take photos of the goods and notify our customer service department at cs@cytopure.com within 7 days. The domestic website is changed to cs@cytopure.com and enter the order number of the returned goods. Product information and reasons for return.
After receiving our confirmation email, please properly wrap the goods to be returned and attach a copy of the email or delivery note, and send it back to our customer service center “Room C1, 11 Floor, TML Plaza, 3 Hoi Shing Road, To Wan, Hong Kong” . If the goods are sent before our confirmation, we have the right not to accept the goods and return the goods to the customer. The company is not responsible for the freight incurred.
3) After confirming that the goods meet the return and exchange conditions, we will arrange to ship the goods again according to the delivery method of your order.
4) If the goods that need to be returned are out of stock, we will refund the amount of the goods.
5) When making a refund, the shipping charges and taxes incurred on the original order will not be refunded. We apologize for any inconvenience.
Remark:
Please note that we must inspect and verify the returned goods before returning or refunding them. If it is found that the conditions do not comply with our return and exchange rules, all returns will not be returned or refunded, and our company will not be responsible for returning the goods. If the returned goods come with promotional gifts or products purchased at special prices, the goods must also be returned together, otherwise the refund will not be processed. If the attached gift is not returned, the value of the gift or special offer will be deducted from the refund.
Some orders will be returned due to unknown delivery address, post office box, hotel address, multiple deliveries with no one to pick up the package, or the recipient refusing to accept the package, etc. When the postal company returns the package to us, we will deduct the original shipping and handling fees from the refund as the return order processing fee.
The company reserves the right to modify all terms of replacement goods without notifying you in advance, and reserves the right to refuse replacement goods. In case of any disputes, Epsilon reserves the right to make the final decision.
