TERMS OF SERVICE
OUR ONLINE STORE
Our online store is powered by LITOOC and our customers are bound by LITOOC Terms of Service, which may be amended from time to time. By entering our online store you agree to be bound by LITOOC Terms of Service as in effect each time you enter our store. LITOOC will not be responsible if our online store is not available for any reason at any time.
OUR TERMS OF SALE
Each of our products is custom made according to your individual design choices as specified in your order. Please review your design choices carefully before placing your order as your order cannot be changed once it is confirmed. When your order is confirmed by LITOOC, these Terms of Sale will constitute our agreement to manufacture and deliver the products to you in accordance with your specified design. Please confirm that you understand and agree to be bound by these Terms of Sale.
Please check the dimensions of the products you wish to order to ensure they will fit within your space and that there are no access limitations that could cause problems for delivery (eg lifts, staircases, doorways, etc.). No refunds will be allowed if the products cannot be delivered due to their size or lack of access for delivery, and extra delivery charges may apply.
As each product is individually made by our craftsmen according to your design, we cannot guarantee that every product will look exactly the same as in our catalogue. LITOOC aims to represent the item you design on our website as accurately as possible with a photograph or 3D image. However every computer screen is different and colour tones on individual computer screens may vary, so we cannot guarantee that the colours of our products will exactly match the colours you see on your screen.
PAYMENT AND CONFIRMATION
Full payment must be made at the time you place your order. We will confirm your order to your designated email address within 24 hours and give you an anticipated delivery date.
You may not cancel your order after it has been confirmed. We may only cancel your order if we notify you within  days that we cannot satisfy your order. After we have confirmed your order, we may only cancel it if a Force Majeure event occurs. Please refer to Force Majeure below.
DELIVERY AND ACCEPTANCE
Delivery charges for your location are in the checkout section of our website. It usually takes 14-60 days (depending on product type) from confirmation of your order for our products to be manufactured and delivered.
We will contact you on the day the items arrive and we will arrange to schedule a delivery window. If you wish to defer the delivery date we will be happy to make arrangements. Extra charges apply if you wish to defer delivery by more than 7 days after the scheduled delivery date.
We will confirm again the day before delivery or on the day of delivery. If the delivery team is unable to reach you an additional charge will be applied to rearrange the schedule and deliver on a different day.
If our delivery team is unable to enter your premises or if there is nobody to accept the delivery, an additional delivery fee will be charged if it is necessary for us to return at a later time or date.
If delivery is not possible due to access limitations (lifts, staircases, doorways etc.), you may not cancel your order and no refund will be made.
Our delivery team will unpack and assemble the product at your premises, and you (or your representative) must inspect the product at that time and confirm your acceptance. If you do not accept the condition of the products due to damage, you must notify our delivery team immediately.
RETURNS AND REFUNDS
No return or refunds after the order is confirmed.
Note: Please note that we follow a 5% difference in sizing/tolerance for every single piece you order, which is the industry standard for wooden furniture. Natural characteristics of solid wood (grain patterns, knots, wood splits, wood filling, purpose distress/scratch marks variations in colouring etc.) are not considered to be faults – they are part of the unpredictable beauty of nature! Wax Oil is sometimes used to even surfaces – this is also not considered a fault. LITOOC will NOT return and refund based on all of the above natural characteristics of solid wood.
LITOOC cannot accept returns of custom made, commissioned or bespoke pieces, damaged pieces, gift vouchers, homeware, art, plants, unwrapped mattresses, bed linens, cushions or rugs. sale or discounted items, one-off items and any items damaged after you have acknowledged receipt are also not eligible for exchange.
If the customer decides to work with our design team after the free consultation session, a deposit of 30% of the total amount will be charged before providing the first draft of technical drawings for the customer to preview and confirm. Customer will have 3 rounds of revisions into the final confirmation. These items are made to order with a lead time of 60-90 days after the remaining balance is settled. If the customer wishes to cancel the order before the final confirmation, please understand deposits are non-refundable. No return or refunds after the order is confirmed.
Once a product is accepted by you or your representative at delivery, the item is non-refundable and non-returnable, and any damage is not the responsibility of LITOOC following acceptance. All wear and tear and damage is not the responsibility of LITOOC following acceptance.
If a product is damaged upon arrival, you (or your representative) must notify the delivery team immediately and we will work with you to have the product repaired or replaced.
Once the item is signed for on delivery, the item is non-refundable and non-returnable and any damage following acceptance will be void.
LITOOC will not be in breach of its obligations to you if its performance is prevented or delayed by any one or more of the following events or circumstances (each, a “Force Majeure Event”): fire, flood, earthquake, tsunami, lightning strike, storm, hurricane, typhoon or other extreme weather conditions, epidemic, famine or other natural calamity, act of war (whether declared or undeclared), invasion, act of terrorism, blockade, embargo, riot, public disorder, insurrection, rebellion, civil commotion, sabotage, strike, lockout, work stoppage, labor dispute or other industrial action.
If a Force Majeure Event occurs, we will consult with you regarding an appropriate resolution to the problem, which may include a delay or extension of the delivery schedule or cancellation of your order and refund of your payment.
EXCLUSION OF WARRANTIES
NO WARRANTY, EXPRESS OR IMPLIED, IS GIVEN BY LITOOC WITH RESPECT TO MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE OF ANY PRODUCTS MANUFACTURED, SOLD OR DELIVERED BY LITOOC TO YOU.
GOVERNING LAW AND DISPUTE RESOLUTION
This agreement between LITOOC and you is governed by the laws of the Hong Kong Special Administrative Region of the People’s Republic of China and each of the parties submits to the exclusive jurisdiction of the courts of Hong Kong.
The provisions of the United Nations Convention on Contracts for the International Sale of Goods are expressly excluded from this agreement.