1. Orders
Q1: How do I place an order?
A: Simply select products on healthmarthk.com, add them to your cart, and complete payment to place an order.
Q2: Can I modify or cancel my order after payment?
A: Once an order is placed and payment is completed, modifications or cancellations are not accepted. Please review your order carefully before checkout.
Q3: I did not receive an order confirmation email. What should I do?
A: Please check your spam or promotion folder first. If you still cannot find it, contact our customer service for assistance.
2. Payments
Q4: What payment methods are accepted?
A: We accept:
- Alipay (Hong Kong)
- WeChat Pay
- Credit Card
- Faster Payment System (FPS)
- Bank Transfer
Q5: How do I pay by bank transfer?
A: Please submit proof of payment within 3 calendar days after transfer via WhatsApp (+852 5364 9831) or email (cs@healthmarthk.com),clearly stating your order number and payment amount.
Orders will be processed within 1 business day after payment confirmation.
Q6: What if the transferred amount does not match the order total?
A: If the amount is insufficient, the order will be put on hold until the balance is settled. If excess payment is made, our customer service team will contact you for further arrangement.
3. Delivery
Q7: How is the delivery fee calculated?
A: Free delivery is available for orders of HK$450 or above (excluding delivery charges). Orders below HK$450 will incur a HK$27 delivery fee.
Q8: How long does delivery take?
A: Orders are usually dispatched within 1–2 business days after payment confirmation and delivered within 1–2 business days thereafter, subject to courier arrangements.
Q9: Do you deliver to remote areas or outlying islands?
A: Additional charges may apply for remote areas or outlying islands. Such charges are determined by the courier and payable by the customer.
Q10: Can I choose a delivery date or time?
A: We currently do not offer scheduled delivery. Delivery arrangements are subject to the courier’s schedule.
Q11: What happens if no one is available to receive the delivery?
A: The courier may attempt redelivery or return the parcel. Any additional handling or delivery fees will be borne by the customer.
4. Returns & Refunds
Q12: Can I return or exchange products?
A: Due to hygiene and safety reasons, returns or exchanges are only accepted for defective, damaged, or incorrectly delivered products.
Q13: What should I do if the product is defective?
A: Please contact our customer service within 7 days of receipt with your order details and supporting photos. We will assist accordingly after verification.
Q14: Can opened or used products be returned?
A: No. Opened or used products are not eligible for return or exchange.
Q15: How long does a refund take?
A: Approved refunds will be processed via the original payment method within approximately 7 business days, subject to the payment provider’s processing time.
5. Product Disclaimer
Q16: Are the products medicines?
A: Products sold are health supplements, nutritional products, or proprietary Chinese medicines (where applicable) and are not pharmaceutical drugs.
Q17: Do the products have medical effects?
A: Product information is for reference only and does not constitute medical advice. Individual results may vary.
Q18: Should I consult a doctor before use?
A: Customers who are pregnant, breastfeeding, taking medication, or have chronic conditions should consult a healthcare professional before use.
6. Accounts & Others
Q19: Do I need an account to purchase?
A: Some features may require account registration. Please refer to the Website for details.
Q20: What happens if my account is inactive?
A: Accounts with no activity for 12 consecutive months may be suspended, and unused points or coupons will be forfeited.
Q21: How are disputes handled?
A: In case of any dispute, IASO Lab Limited reserves the right of final decision.
Q22: How can I contact customer service?
A:
- Email: cs@healthmarthk.com
- WhatsApp: +852 5364 9831
