- 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- Out-Of-Date Goods
Members are required not to sell out-of-date merchandise, if out-of-date items are purchased by mistake by consumers, member companies are obligated under all circumstances to refund or exchange with proof of purchase.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 of goods.
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 the suppliers.
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 service.
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 may be.
- 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 pollutants.
- 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.
- Competition Ordinance
HKRMA promotes a pro-competitive compliance culture and requires member companies to minimize their risk of contravening the Competition Ordinance. It is important for all members to ensure that their company does not engage in conduct which may harm competition.
Each supermarket organization, as a requirement of HKRMA membership, will adhere to the 24 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."
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 supermarket sector:
- 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 consumer choice.
- 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.
- There will be no rental bid rigging.
- 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 final consumer.
- 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 pricing.
- 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.