- Goods Replacement, Returnable, Refund Policy
in line with the Exemption Clause in the Common Law, members are required to protect
consumers by allowing goods which do not meet standards to be returned, replaced
or refunded. Customers may however be asked to produce evidence of purchase.
- Price Tagging
Member companies are required to price tag individual item or exhibit item price
at prominent places.
- Out-Of-Date Goods
Members are required not to sell out-of-date merchandise, if out-of-date items are
purchased by mistake by consumers, member companies are obligated under all circumstances
to refund or exchange with proof of purchase.
- Conversion Table
For retail members which sell merchandise from different parts of the world with
varying standards of measurement and size, member companies are recommended to display
conversion tables or standards at prominent places for easy reference.
- Sales to Minors
HKRMA members are not to sell any product restricted by law to minors under eighteen
years or less such as:
- Adult videos and publications
- Addictive medicines
- Adult computer software
- Sales of Prohibited Goods
HKRMA will not admit retailers which sell prohibited goods, products, merchandise
which are in contravention with the law.
- Retail Members
are required to adhere to all other legislation and ordinance related to the sales
Members are advised to exercise constraints on the level of mark-ups and on the
degree of mark-down during sales periods.
- Issue of Receipt
Member companies are advised to issue proper receipts, where possible, to customers
for any purchase of goods.
- Product Safety
Member companies are required to source, carry or sell products which meet basic
safety standards stipulated in the legislation. When in doubt suppliers should be
requested to carry out tests at approved laboratories. Members are required to adhere
to the Consumer Products Safety Ordinance.
- Toys & Children's Products Safety
Members are to adhere to the Safety Standards as laid out in the Toys and Children's
Products Safety Ordinance.
- Sales of Electrical Appliances
Members are required to adhere to the Electrical Products (Safety) Regulation.
- Compensation And Responsibility to Track Responsible Supplier For Damages
Member companies are required to trace and track responsibilities for compensations
if damages are inflicted on the consumers by faulty or unsafe products. (Members
may set their own requirements for proof of purchase.)
- After-Sales Support
Retail members are obligated to provide after-sales support directly or through
Members are required not to misrepresent the public by falsified advertising, publicity
materials, promotion, and or other publicity media.
- Unconscionable Conduct
Members should not engage in unconscionable conduct when dealing with customers.
- Service Courtesy
Member companies are required to offer their customers most courteous and friendly
Members promise to take a proactive stance in handling matters related to consumers
and will address, attend, treat, to consumer matters, no matter how trifle they
- Customers Personal Information
Member companies are required to safeguard the security of personal information
of customers (such as personal data of credit cards).
- Honest & Fair Sales
In promoting sales, member companies are to refrain from engaging in any unethical
or illegal behaviour (such as offering illegal commissions) and to compete on the
basis of price, quality and efficiency.
- Complaint Channel
Member companies should establish a formal channel of complaint and make known to
all customers. In case of suspected criminal offences (such as bribery) they should
be reported to appropriate government authorities.
- Environment Protection
HKRMA requires member companies to impose self discipline on environmental protection
issues. Members are requested not to carry merchandise which are possible environment
- ICAC's Code of Conduct
It is believed that honesty, integrity and fairplay are important company assets
in business. It is therefore important for all members to ensure that the company's
reputation is not tarnished by dishonesty, disloyalty or corruption. Members should
therefore also abide by the guidelines stipulated in ICAC's Code of Conduct.
supermarket organization, as a requirement of HKRMA membership, will adhere to the
23 practices stipulated in the HKRMA Code of Practice.
The supermarket sector firmly espouses HKRMA Code of Practice No. 23: "It is believed
that honesty, integrity and fairplay are important company assets in business. It
is therefore important for all members to ensure that the company's reputation is
not tarnished by dishonesty, disloyalty or corruption. Members should therefore
also abide by the guidelines stipulated in ICAC's Code of Conduct."
with the HK Government's guidelines on restrictive practices as listed in the Statement
on Competition Policy, the Supermarket Sector employs a Self-Regulated Code of Practices
to Promote Competition, thereby benefiting consumer welfare.
The following practices should be adhered to by HKRMA members operating within the
- All reasonable efforts will be made to ensure that the consumer is provided with
the optimal value and choice possible within the current market environment.
- There will be no attempt to distort the normal operation of the market through
any manipulation of pricing which may have the effect of restricting free trade
or final consumer choice.
- No actions will be undertaken which may restrict the supply of goods or services
that may in turn result in the restricting of free trade or final consumer choice.
- No agreement will be undertaken to divide or share any market based on geographical
or socio economic basis which may have the result of restricting free trade or final
- There will be no attempt to implement unfair or discriminatory standards with
the purpose of denying any potential newcomers access to the market place.
- There will be no discriminatory deprivation of supply or choice which may have
the effect of restricting free trade or final consumer choice.
- There will be no setting of artificial retail price minimums for products where
there are no ready substitutes.
- There will be no rental bid rigging that leads to lower rents than would be available
under normal operation of the property market.
- We will look to develop long term sustainable business relationships with all
suppliers with the joint objective of providing optimal choice and value to the
- We commit to be being both open and transparent in all dealings with all existing
& potential suppliers.
- No attempt will be made to mislead the customer by falsified advertising. We commit
to ensuring that all press and TV advertising is an accurate reflection of in store
- We commit to take a proactive approach in all managing all consumers' concerns
and will provide timely and accurate responses to these concerns where necessary.