Terms of Service

This website is operated by HongKong TIHTM Global Limited. Throughout the site, the terms “we”, “us” and “our” refer to that company and the Our Matchy store.

These Terms of Service apply to your access to and use of this website and to any purchase you make from us. By visiting the website, creating an account or placing an order, you agree to these Terms and to the policies linked from them. If you do not agree, please do not use the website.

You must have legal capacity to enter into a contract in your location. If you are under the age of majority, you may use the website only with the involvement and consent of a parent or legal guardian.

You are responsible for providing accurate information, keeping your account credentials secure and notifying us promptly of suspected unauthorized account use. We may suspend or close an account used unlawfully or in breach of these Terms.

We aim to describe and display products accurately. Screen settings, lighting, materials and manufacturing processes may cause reasonable differences in color, texture, scale or placement. Product measurements are approximate unless stated otherwise.

Product descriptions, availability and prices may be corrected or updated at any time. If a material error affects an order, we will contact you and offer an appropriate solution, which may include cancellation and refund.

You are responsible for reviewing names, dates, spelling, images, sizes, colors and other personalization details before ordering. Personalized items are made using the information you submit.

You confirm that you own or have permission to use all submitted text, artwork, photographs and likenesses. You give us a limited, non-exclusive permission to use and adjust that content only as reasonably necessary to produce and deliver your order, provide support and meet legal obligations. Further details appear in our Personalization Policy.

Your order is an offer to buy. An automated order confirmation acknowledges receipt but does not by itself mean that we have accepted the order. A binding sales contract is formed when we accept the order by beginning production, dispatching the item or otherwise expressly confirming acceptance.

We may refuse or cancel an order before acceptance for reasons including unavailable stock, payment failure, suspected fraud, an obvious pricing or description error, prohibited personalization, delivery restrictions or a breach of these Terms. If we cancel after taking payment, we will refund the affected amount.

Prices are shown in the currency selected or displayed at checkout. The final price, discounts and delivery charges are shown before you submit the order. Prices include applicable sales taxes where required unless the checkout clearly states otherwise.

You authorize us and our payment providers to charge the payment method you select. You must provide current and accurate billing information and be authorized to use that payment method. We do not guarantee that every payment method will be available in every location.

Promotions, discount codes and gift cards may have separate conditions, expiry dates, exclusions or usage limits. Unless we state otherwise, offers cannot be combined, exchanged for cash or applied after an order has been placed.

We may correct or cancel a promotion affected by error, misuse, fraud or unauthorized distribution, subject to applicable law.

Contact us immediately if you need to change or cancel an order. We cannot guarantee that a request can be completed. Personalized or made-to-order products generally cannot be changed or cancelled after production begins.

Nothing in this section removes cancellation rights that cannot be excluded under the law applicable to you.

We offer global shipping to supported destinations. Processing and delivery timeframes are estimates, not guarantees, unless we expressly agree otherwise. Delivery may be affected by destination, address accuracy, carrier capacity, weather, peak periods and events outside our reasonable control.

You are responsible for providing a complete and accurate delivery address. Please see our Shipping Policy for current processing, tracking, delayed delivery and address-change information.

Returns, replacements and refunds are handled under our Returns & Refunds Policy. Personalized and made-to-order products are generally not eligible for change-of-mind returns once production begins, but this does not affect remedies for products that are damaged, incorrect, defective or otherwise covered by mandatory consumer law.

If there is a problem, contact cs@ourmatchy.com promptly with your order number, a description and clear photographs where relevant.

If you submit a review, comment, suggestion or other public-facing content, you confirm that it is truthful, lawful, based on your genuine experience and does not violate another person’s rights.

You give us a non-exclusive, worldwide, royalty-free permission to host, reproduce and display that submitted review or feedback for operating and promoting our store. This permission does not apply to private personalization photos, which we will not use in advertising or social media without separate permission.

The website and its original content—including branding, page design, copy, graphics, photographs, icons and software—are owned by or licensed to us and are protected by applicable intellectual property laws.

You may use the website for personal, non-commercial shopping purposes. You may not copy, reproduce, republish, sell, scrape, reverse engineer or commercially exploit our website or content without prior written permission, except where the law expressly allows it.

You must not use the website to break the law; infringe intellectual property, privacy or publicity rights; submit harmful or deceptive content; transmit malware; collect other users’ data; interfere with security; access systems without authorization; or place fraudulent orders.

We may restrict access, remove content or cancel affected orders where reasonably necessary to protect users, our business or third parties.

Our store may use or link to third-party services such as payment processors, delivery carriers, social platforms and external websites. Their services may be governed by separate terms and privacy notices.

We are not responsible for third-party websites or services that we do not control, but this does not exclude responsibility that applicable law places on us for the fulfillment of your order.

Our Privacy Policy explains how we collect, use, share and protect personal information. By using the website, you acknowledge that your information will be handled as described in that policy and as permitted by applicable law.

We aim to keep the website accurate, secure and available, but uninterrupted or error-free access cannot be guaranteed. We may maintain, update, suspend or discontinue website features where reasonably necessary.

We are not liable for temporary unavailability caused by maintenance, technical failure, network interruption or events outside our reasonable control, except where liability cannot legally be excluded.

To the fullest extent permitted by law, the website is provided on an “as available” basis. We do not promise that website content will always be complete, current or free from technical errors.

These disclaimers do not apply to express product commitments we make, your statutory consumer rights, or any warranty or liability that cannot legally be excluded.

Nothing in these Terms excludes or limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, deliberate misconduct, or any other liability that cannot lawfully be excluded or limited.

Subject to the preceding sentence and to the fullest extent permitted by law, we are not liable for indirect, incidental or consequential loss that was not reasonably foreseeable when the contract was formed. For claims connected with a product order, our aggregate liability will not exceed the amount paid for the affected order, unless applicable law requires otherwise.

You are responsible for reasonably foreseeable loss we suffer as a direct result of your unlawful use of the website, your material breach of these Terms, or content you submit without the required rights or permissions. This section does not make you responsible for losses caused by us or for matters beyond your reasonable control.

We are not responsible for delay or failure caused by an event outside our reasonable control, including natural disasters, severe weather, epidemic, war, civil disturbance, government action, carrier disruption, labor dispute, utility failure or widespread network interruption.

We will take reasonable steps to reduce the effect of the event and resume performance. If fulfillment becomes impossible or unreasonably delayed, we may cancel the affected part of the order and refund amounts paid for items not supplied.

These Terms and contracts with us are governed by the laws of the Hong Kong Special Administrative Region, without depriving you of mandatory protections that apply in the country or region where you live.

The courts of Hong Kong have non-exclusive jurisdiction. This means you or we may also bring a claim in another court where applicable law permits or requires it. Before starting formal proceedings, please contact us so we can try to resolve the matter directly.

We may update these Terms to reflect changes to our services, business practices or legal obligations. The updated version will be posted on this page with a revised date.

Changes apply from the stated effective date and do not retroactively alter an order already accepted unless required by law or agreed with you.

If any provision is found invalid or unenforceable, it will be limited or removed only to the minimum extent necessary, and the remaining provisions will continue to apply. A delay in enforcing a right is not a waiver of that right.

You may not transfer your contract without our consent. We may transfer our rights or obligations as part of a genuine business reorganization or transfer, provided this does not reduce your rights. These Terms and the policies referenced in them form the agreement between you and us regarding the website and your order.

Questions about these Terms or an order can be sent to cs@ourmatchy.com. Please include your order number where relevant so we can assist you more efficiently.