Petnar Living Terms of Service and Return Policy

Last Updated: 16 August 2026

Part 1: Terms & Conditions

Welcome to Petnar Living (hereinafter referred to as "the Company" or "we"). Before using this website or engaging us for any service, please read the following terms carefully. By submitting an inquiry form, confirming a quotation issued by the Company, or entering into a works contract with the Company, you agree to be bound by these terms.

1. Nature of Service and Contractual Relationship

• 1.1 Service Provider: Petnar Living is a brand name of PETNAR LIMITED. In these terms, "the Company" means PETNAR LIMITED. The Company is an interior design and renovation contractor, providing interior design, renovation works, and the supply and installation of home products such as mosquito nets, cat nets, transparent window grilles and curtains directly to customers.
• 1.2 Execution of Works: Depending on the nature of the project, the Company may deploy its own installation team or engage qualified subcontractors and suppliers. Regardless of who carries out the works, the Company remains the customer's sole contracting party and is responsible to the customer for the works. Customers are not required to, and should not, enter into a separate contract with or make direct payment to any subcontractor.
• 1.3 Contract Documents: The quotation, schedule of works, drawings and specifications issued by the Company and confirmed by both parties, together with these terms, constitute the entire agreement between the parties. Where the quotation or works contract conflicts with these terms, the quotation or works contract shall prevail.
• 1.4 Authorised Representatives: Only quotations, scopes of work and programmes confirmed by the Company in writing (including email and WhatsApp message records) are valid. On-site personnel have no authority to make any commitment on behalf of the Company as to price, programme or scope of works.

2. Quotation, Payment and Charges

• 2.1 Preliminary Estimate: Prices provided on this website, on social media or in preliminary discussions are for reference only. The final price is subject to the formal written quotation issued by the Company after on-site measurement or inspection.
• 2.2 Validity of Quotation: A quotation is valid for the period stated in it; where no period is stated, it is valid for 14 days from the date of issue. After expiry, the Company may re-quote to reflect changes in material and labour costs.
• 2.3 Payment Arrangements: The amounts, proportions and timing of instalments are as set out in the quotation or works contract confirmed by both parties.
• 2.4 Late Payment: If the customer fails to pay any instalment on time, the Company may suspend the works until payment is settled. The programme shall be extended by the actual period of suspension, and such delay shall not constitute a breach by the Company. The Company reserves all rights to recover overdue amounts.
• 2.5 Exclusions: Items not expressly listed in the quotation are excluded, for example: hoisting or crane charges; government fees; protective works or designated contractors required by the building management office; fees for submissions requiring statutory approval; and disposal of the customer's existing furniture and belongings.

3. Variations (Additions and Omissions)

• 3.1 Written Confirmation: Any addition, alteration or omission must be confirmed by both parties in a written variation order (stating the items, the cost and the effect on the programme) before the work is carried out.
• 3.2 Verbal Instructions: The Company does not accept verbal or unconfirmed variations. Where a customer instructs site workers directly without the Company's written confirmation, the Company may decline to carry out the work, or charge for it separately at actual cost if it has been carried out.
• 3.3 Effect on Programme: Variations may extend the programme. The parties shall agree a revised completion date.

4. Programme, Delay and Force Majeure

• 4.1 Calculation of Programme: The programme is calculated in working days (excluding Sundays and public holidays), commencing on the date the customer hands over a unit ready for work and pays the first instalment.
• 4.2 Extensions of Time: The programme shall be extended automatically, and the Company shall bear no liability for delay, in the following circumstances: the customer's late confirmation of designs, colours or materials; variations; late delivery of customer-supplied materials; late issue of a renovation permit by the landlord or management office; late vacant possession of the unit; delay by other contractors engaged by the customer (such as air-conditioning, furniture or appliance suppliers); and inspections, directions or stop-work orders by government departments.
• 4.3 Force Majeure: The Company shall not be liable for delay caused by tropical cyclone warning signal No. 8 or above, black rainstorm warning, fire, flood, infectious disease control measures, government orders, strikes, disruption to material supply chains, or any other event beyond the Company's reasonable control. The programme shall be extended by the period actually affected.
• 4.4 Damages for Delay: Save for any liquidated damages provision expressly stated in the quotation or works contract, the Company shall bear no liability for delay to the programme.

5. Customer's Responsibilities and Co-operation

• 5.1 Property Permits and Deposits: The customer is responsible for applying to the landlord or building management office for renovation permits, paying renovation deposits and related management charges, and for all communications with the management office. Any delay or cost arising from the customer's failure to obtain a permit shall be borne by the customer.
• 5.2 Working Hours: The Company complies with the deed of mutual covenant, management office rules and the Noise Control Ordinance (Cap. 400) in respect of working hours. Noisy works are generally carried out only between 09:00 and 18:00 from Monday to Saturday, and not on Sundays or public holidays. Where the management office imposes stricter restrictions, the programme shall be extended accordingly.
• 5.3 Vacant Possession: The customer must clear all furniture, appliances and personal belongings from the work area before commencement. Removal, protective wrapping or storage carried out by the Company is chargeable separately. The Company is not responsible for loss of or damage to personal belongings left on site by the customer.
• 5.4 Utilities: The customer shall provide free electricity and water supply for the duration of the works.
• 5.5 Site Access: The customer shall ensure that site personnel can lawfully access the unit at the agreed times. Where workers attend site but cannot proceed for reasons attributable to the customer, the Company may charge an abortive visit fee.
• 5.6 Insurance: The Company maintains employees' compensation insurance for its employees as required by Hong Kong law, and the valid policy is available for inspection on request. The Company recommends that the customer separately arrange home insurance covering their own property and the risks arising during renovation.

6. Building Structure, Concealed Works and Pre-existing Defects

• 6.1 Structural Limits: The Company will not carry out any work that may affect the structural safety of the building, including demolition of load-bearing, shear or structural walls, alteration of main drainage pipes, and changes to floor loading. Works requiring submission to the Buildings Department or falling under the Minor Works Control System must be handled by appropriately qualified persons and are subject to separate quotation and application.
• 6.2 Concealed Works: Pipes, wiring and structural conditions concealed within walls, floors or ceilings cannot be fully ascertained before demolition. Where spalling concrete, exposed reinforcement, termites, water seepage, unauthorised building works or non-compliant existing works are discovered after demolition, the Company will notify the customer immediately, and the necessary remedial works will be quoted separately as a variation.
• 6.3 Pre-existing Defects: The Company is not responsible for defects existing in the unit, including but not limited to external wall seepage, leakage from units above, uneven floors, out-of-plumb walls and aged window frames. Where the customer requires works to be carried out over such pre-existing defects, the Company may do so but gives no warranty as to the finish or durability of that portion of the works.
• 6.4 Common Areas and Neighbours: The Company will clean and reinstate any soiling or damage it causes to the building's common areas during the works. Claims by neighbours arising from pre-existing building problems (such as long-standing leakage) fall outside the Company's responsibility.

7. Materials, Samples and Customer-Supplied Materials

• 7.1 Colour Variation and Natural Grain: Materials such as timber, marble, leather, fabric, flooring and paint may show reasonable variation in colour or grain between the delivered goods and samples, colour cards or online images, due to production batch, natural grain and on-site lighting. This is a characteristic of the material, does not constitute a defect, and is not a ground for return, exchange or claim.
• 7.2 Confirmation of Samples: The customer must confirm the design, colour and model of materials within the period specified in the quotation or notified by the Company. Any delay and price adjustment arising from late confirmation shall be borne by the customer.
• 7.3 Discontinued Materials: If a confirmed material becomes unavailable due to discontinuation or supply disruption, the Company will propose an equivalent alternative; any resulting price difference shall be adjusted according to the circumstances.
• 7.4 Customer-Supplied Materials: The quality, specification, quantity, delivery and warranty of materials purchased by the customer are the customer's own responsibility. The Company is responsible for installation only, and bears no liability for defects in such materials, wastage (including reasonable wastage during installation), or problems arising from such materials, nor does it provide any warranty for that portion. The customer must ensure materials arrive on site before the scheduled work date, with sufficient allowance for wastage.
• 7.5 Appliances and Equipment: Appliances, sanitary fittings or equipment supplied by the customer will be installed only to the extent site conditions permit. Any alteration to plumbing or electrical positions to accommodate such items is subject to separate quotation.

8. Cleaning and Waste Disposal

• 8.1 Post-Completion Cleaning: The Company provides basic cleaning on completion, including removal of construction waste and rough cleaning. Fine or professional cleaning before move-in is subject to separate quotation.
• 8.2 Construction Waste: The Company is responsible for disposing of construction waste generated by its own works in accordance with Hong Kong law. Disposal of the customer's existing furniture, appliances and belongings is not included in the quotation and is chargeable separately.

9. Inspection, Completion and Final Payment

• 9.1 Inspection: On completion of the works, the Company will notify the customer to carry out an inspection. The customer must attend and inspect within 7 days of the notice and set out in writing the items requiring rectification (the defects list).
• 9.2 Deemed Acceptance: If the customer fails to attend the inspection within that period, or moves in, begins using the unit or places furniture before rectification is complete, the works shall be deemed accepted and the inspection completed.
• 9.3 Rectification: Rectification is limited to the items recorded in writing on the day of inspection. The Company will complete rectification within a reasonable time. Requests raised after inspection will be treated as variations.
• 9.4 Final Payment: The customer shall pay the balance in accordance with the contract following inspection (or deemed acceptance). Minor rectification items that do not affect use are not a ground for withholding the entire balance.

10. Workmanship Warranty

• 10.1 Warranty Period: General works carry a 12-month warranty from the date of inspection (or deemed acceptance).
• 10.2 Scope: The warranty covers defects in the Company's workmanship only. Warranty service is provided by way of free rectification; no cash refund or price allowance is offered.
• 10.3 Exclusions: The warranty does not cover: (a) normal wear and tear, natural ageing, fading, and hairline cracks arising from weather or building settlement; (b) damage caused by misuse, accident, negligence or lack of routine maintenance; (c) materials, appliances and equipment purchased or specified by the customer; (d) any part altered, added to or repaired by the customer or a third party after completion; (e) pre-existing building defects, external wall or upstairs seepage, termites and pest damage; (f) force majeure events such as natural disasters, flood, fire and typhoon; and (g) any period during which the customer has not paid all sums due under the contract.
• 10.4 Product Warranty: After-sales service, returns and warranty for products such as mosquito nets, cat nets, transparent window grilles and curtains are set out in Part 2 of this page.

11. Cancellation and Termination

• 11.1 Cancellation by Customer: If the customer cancels after placing an order, the deposit paid will be applied against costs already incurred by the Company, including measurement and design work carried out, customised materials already ordered or cut, and labour already scheduled. If those costs exceed the deposit, the customer shall pay the difference. Customised materials already in production are non-refundable.
• 11.2 Termination by the Company: If the customer is in serious breach, including non-payment of any instalment for more than 14 days, refusal to provide working conditions, or threatening, harassing or improperly treating site personnel, the Company may terminate the contract by written notice and charge for works completed and materials ordered.
• 11.3 Suspension: Where the works are suspended for more than 30 days for reasons attributable to the customer, the Company may adjust prices or charge separately for rescheduling labour, storing materials and increased costs.

12. Drawings, Copyright and Publicity

• 12.1 Copyright: Copyright in the design drawings, 3D renderings, construction drawings and detailed quotations provided by the Company remains with the Company and is licensed to the customer for this project only. The customer may not pass these documents to any third party for quotation, construction or any other purpose without the Company's written consent.
• 12.2 Renderings: 3D renderings are for visual reference only. Lighting, colour, texture and proportion may differ from the finished works and do not constitute a contractual commitment. The materials and specifications listed in the quotation prevail.
• 12.3 Project Photography: The Company may take photographs and video of the works during construction and on completion for use in its portfolio, website and social media. Such material will not show the customer's name, full address or items identifying the customer. A customer who does not consent may notify the Company in writing (including by WhatsApp) before the works begin.

13. Disclaimer and Limitation of Liability

• 13.1 Cap on Liability: To the maximum extent permitted by Hong Kong law, the Company's total liability under this contract shall not exceed the total sums actually paid by the customer to the Company for the works in question.
• 13.2 Indirect Losses: The Company shall not be liable for any indirect or consequential loss, including but not limited to hotel accommodation expenses, loss of rent, loss of business or profit, and loss of opportunity.
• 13.3 Liability Not Excluded: Nothing in these terms excludes or limits any liability that cannot be excluded or limited under Hong Kong law, including liability for death or personal injury caused by negligence.

14. Personal Data

• 14.1 Collection and Use: The Company collects the customer's name, contact details, address and project requirements for the purposes of quotation, scheduling of works, after-sales service and related communications.
• 14.2 Transfer of Data: In order to perform the contract, the Company may pass necessary data to its subcontractors, material suppliers, logistics providers or insurers. Those parties may use the data only for the purpose of performing the works.
• 14.3 Privacy Ordinance: The Company handles customer data in accordance with the Personal Data (Privacy) Ordinance (Cap. 486). Customers may request access to and correction of their personal data, or ask the Company to cease using their data for direct marketing, by emailing business@petnar.com.

15. Disputes, Governing Law and Jurisdiction

• 15.1 Negotiation: In the event of a dispute, the parties shall first seek to resolve it by written negotiation in good faith.
• 15.2 Governing Law: These terms are governed by the laws of the Hong Kong Special Administrative Region and subject to the non-exclusive jurisdiction of the Hong Kong courts.
• 15.3 Other Avenues: If negotiation fails, the parties may resolve the dispute through the Small Claims Tribunal, mediation, arbitration or civil proceedings.

16. General

• 16.1 Severability: If any provision of these terms is held invalid or unenforceable, the remaining provisions shall remain in full force and effect.
• 16.2 No Waiver: The Company's failure to exercise any right under these terms immediately does not constitute a waiver of that right.
• 16.3 Right to Modify: Petnar Living reserves the right to modify these terms and conditions at any time. The modified version takes effect immediately without prior notice. Works contracts already signed are governed by the terms in force on the date of signing.
• 16.4 Language: In the event of any discrepancy between the Chinese and English versions of these terms, the Chinese version shall prevail.

Part 2: Return & Exchange Policy

Thank you for purchasing Petnar Living products. We are committed to providing you with high-quality mosquito nets, cat nets, transparent window grilles, curtains, and other home protection and decorative products. To protect the rights of both parties, please carefully read the following policy terms before purchasing and applying for a return or exchange:

1. Return and Exchange Period for General Products

For non-customized (standard size) regular products, we offer a 7-day return and exchange guarantee. Customers must contact our customer service team to apply within 7 days of receiving the product (based on the logistics receipt or installation completion date). Late applications will not be accepted.

2. Conditions for Return and Exchange

General products applied for return or exchange must meet the following conditions:

• Brand New and Unused/Uninstalled: The product must be in a brand-new state and must not have any scratches, stains, processing, cutting, or marks of having been installed on walls/window frames.
• Complete Packaging and Accessories: Please retain the original factory packaging, all hardware accessories, screws, instruction manuals, and factory protective films (if the protective film has been torn off, it will be considered used and cannot be returned or exchanged).
• Return of Gifts: If the order includes a gift, the gift must be returned together with the product.

3. Customized Products (No General Returns/Exchanges)

Because our core products (including but not limited to: mosquito nets, cat nets, transparent window grilles, curtains) are mostly "customized products" tailored and cut according to the size of the customer's windows. Based on the characteristics of the products, once a customized product's dimensions have been confirmed and the order has been placed into production, except for major defects in the product itself, we do not accept applications for return, exchange, or order cancellation due to personal reasons such as "change of mind," "incorrect size measurement (applicable to orders measured by the customer themselves)," or "different from imagination."

4. Disclaimer for On-Site Environmental Changes (Important)

If the customer alters the on-site environment themselves after our staff has conducted on-site measurements (e.g., moving or adding furniture, carrying out renovation work, changing window frames, etc.), resulting in the final installation environment not matching the situation at the time of measurement, leading to the product being unable to be installed smoothly or the size being incorrect, the Company shall not be held responsible. The customer must fully bear the additional costs for modifying the product, remanufacturing, or additional installation arising from this.

5. Handling of Product Defects, Incorrect Deliveries, or Size Discrepancies

If you experience any of the following situations with the product you received, please contact us immediately within 3 days of receiving the product or after installation is complete. The Company will be responsible for following up and arranging for a free exchange or replacement parts for you:

• Severe exterior damage or deformation of the product caused during transportation.
• The style or color of the received product does not match the order.
• Missing necessary installation hardware or accessories.
• The product size deviates from the originally confirmed order size beyond the reasonable margin of error (please refer to the detailed description of each product for the reasonable margin of error).

6. Return, Exchange, and Repair Process

1. Contact Customer Service: Please contact our customer service department via WhatsApp or email.
2. Provide Information: Please provide your order number/invoice number, product name, and attach clear photos or videos of the defective details (if it involves a size issue, please attach photos of the actual measurement using a measuring tape).
3. Wait for Review: Our customer service team will reply to your application within 1-2 working days and confirm the subsequent handling plan (e.g., dispatching personnel to collect it, sending back replacement parts, or remaking it).

7. Explanation of Shipping and On-Site Handling Fees

• Product Defects / Incorrect Delivery / Incorrect Size Production (Company's Responsibility): Related costs for returning the product and resending it or dispatching personnel for on-site handling will be fully borne by Petnar Living.
• Returns and Exchanges of General Products for Personal Reasons (Customer's Responsibility): If a customer applies for a return or exchange of a non-customized product due to personal reasons, the shipping cost to return it to the warehouse must be borne by the customer. When exchanging, the shipping cost to send out the new product must also be paid by the customer.

8. Refund Details

• After the Company receives the returned product and confirms that it has been checked without errors (not installed and undamaged), we will process the refund procedure within 5-7 working days.
• The refund will be returned via the original payment method used for your purchase.
• Please note: Depending on the processing times of different banks and payment platforms, the actual time for the refund to reach your account may be delayed (usually taking about 7-14 working days). On-site measurement fees or completed installation fees (if any) are non-refundable.

9. Contact Customer Service

If you have any questions about the terms and conditions, product after-sales, or anything else, please feel free to contact us at any time:

• Email: business@petnar.com
• WhatsApp: +852 63688640
• Service Hours: Monday to Friday 10:00 - 18:00 (Excluding Public Holidays)

* Petnar Living reserves the right to modify these terms and conditions at any time. In the event of any dispute, Petnar Living reserves the right of final decision.