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Terms of Sale
1. Who These Terms Apply To
These Terms of Sale apply to all purchases made through OSOI — including our website, physical stores, social media, and phone or message orders.
By placing an order, you're confirming that you've read and agreed to these Terms, along with our Return & Exchange Policy, Shipping Policy, and Privacy Policy.
2. About Us
Company Name: New Nation Investment Limited
Office Address: Room 1113, 11F, Goodluck Industrial Centre, 808 Lai Chi Kok Road, Cheung Sha Wan, Kowloon
Customer Service Email: [email protected]
WhatsApp: [852 67698674]
Platform: OSOI — Shopify eCommerce and retail stores in Hong Kong
3. Product Information
We do our best to make sure that product descriptions, photos, colours, prices, and availability are accurate and up to date.
Colour and texture may look a little different in person depending on lighting, photography, screen settings, and your device's display — this is normal.
A note on leather: Natural marks, grain, wrinkles, pores, tendon marks, stretch marks, minor colour variation, and texture changes over time are all part of genuine leather's character — not defects. Please refer to our Return & Exchange Policy and product care notes for more detail.
4. Pricing and Payment
All prices are in Hong Kong Dollars (HKD) and are shown clearly before checkout. Payment confirms your acceptance of the stated price.
We accept:
| Channel | Methods |
|---|---|
| Online | Credit card, e-wallet, bank transfer |
| In-store | Cash, credit card, e-wallet, bank transfer |
If there's a pricing error, we'll get in touch to confirm whether you'd like to proceed at the correct price or cancel the order.
5. Final Sale Items
Pre-order items, limited edition products, collaborations, and sale items are final sale — they can't be cancelled, exchanged, or refunded after order confirmation, unless required by applicable law.
6. Chargebacks
If a chargeback, payment dispute, or refund request is initiated with a bank or payment provider after goods have been successfully delivered, we reserve the right to retain relevant evidence and recover the full transaction amount and any associated costs.
7. Promotions and Discounts
All promotions, discounts, giveaways, and bundle offers are subject to specific conditions and stock availability, on a first-come, first-served basis.
Unless otherwise stated:
- Promotions and discount codes can't be exchanged for cash
- Discount codes can't be applied retroactively
- Multiple promotions can't be combined
- Free gifts and promotional items can't be returned or exchanged
- Each promotion is limited to one use per order, per customer, per campaign
We reserve the right to adjust or end any promotion at any time.
8. Order Confirmation
Once we receive your order, we'll confirm via email, receipt, WhatsApp, or in person. In-store purchases are confirmed upon payment.
In some cases, we may need to cancel an order — for example due to:
- Stock shortages
- Pricing or product information errors
- Payment failure or unconfirmed payment
- Suspected fraud or unauthorised transaction
- Incomplete or incorrect customer information
- System error
If no cancellation notice is issued within 3 business days, the order is considered accepted.
If we cancel a paid order for reasons on our end, we'll refund you via the original payment method within 14 business days.
If you need to cancel for reasons on your end — such as an incorrect order, duplicate payment, or refusal of delivery — we're generally not able to offer a refund.
9. Delivery and Pickup
Please see our Shipping Policy for full details on delivery methods, fees, timelines, and conditions.
Once a delivery or pickup method is selected, it can't be changed.
In-store pickup: If you've chosen to collect in-store but haven't done so within 14 days of being notified, we reserve the right to cancel the order and release the item for resale.
Failed delivery: If delivery fails due to an incorrect address, no one available, or refusal to accept, we may apply additional fees or be unable to offer a refund.
Risk of loss: Once an order is delivered to you or your representative — or handed to the courier — risk transfers to you. We'll always help with tracking where we can, but we can't be held responsible for courier delays or losses.
10. Returns and Exchanges
All purchases are subject to our Return & Exchange Policy.
We don't accept returns or exchanges for personal preference — including colour, style, size, or change of mind.
If your item has a confirmed factory defect, please reach out within 7 calendar days of receipt. See our Return & Exchange Policy for full details.
No refunds, partial refunds, or store credit are available under any circumstances.
11. Pre-Orders
For pre-order items, estimated arrival or delivery dates are indicative only — they may shift due to production, supplier, customs, or logistics factors.
By placing a pre-order, you're acknowledging the estimated wait and the possibility of delay. Unless otherwise stated, we're not able to cancel a pre-order due to change of mind.
12. Force Majeure
We're not liable for delays or disruptions caused by events outside our reasonable control — including natural disasters, extreme weather, pandemic, government restrictions, strikes, logistics disruptions, customs delays, or system failures.
Affected orders may be deferred or cancelled without penalty to us.
13. Product Liability
Product design, manufacturing, and labelling are the responsibility of the brand or original manufacturer.
Style, colour, texture, and scent are personal. We don't guarantee individual preference, longevity, or suitability.
Product images are for reference — actual items may vary due to lighting, display settings, or production differences.
If you notice a clear defect, please get in touch within 7 days of receipt. We'll look into it in line with our Return & Exchange Policy.
14. Limitation of Liability
To the fullest extent permitted by law, we're not liable for any indirect, incidental, or consequential loss arising from the purchase, delivery, use, or inability to use our products.
We're also not responsible for damage caused by improper use, incorrect handling, environmental factors, third-party modification, or usage contrary to product instructions.
Our maximum liability for any order won't exceed the amount you paid for the relevant product.
15. Intellectual Property
All trademarks, images, text, graphics, logos, design, and content on our website and marketing materials belong to us or the relevant brand. Please don't reproduce, copy, distribute, or use them commercially without our written consent.
16. In Our Stores
We reserve the right to refuse service or ask someone to leave if their behaviour is threatening, abusive, or disruptive.
Customers are responsible for their own safety on our premises. We're not liable for personal injury arising from a customer's own actions or failure to follow in-store instructions — except where liability can't be excluded by law.
We're not responsible for loss, theft, or damage to personal belongings in-store.
Anyone who takes part in an in-store event or activity does so at their own risk.
17. A Few Final Points
Verbal or informal representations by our team that conflict with these Terms are not binding — the written Terms take precedence.
In case of a dispute, we'll do our best to find a fair resolution, in accordance with applicable laws.
These Terms of Sale are governed by the laws of the Hong Kong Special Administrative Region.
Last updated: 04 May 2026