H&L Xpress 2019-11-13T06:33:19+00:00

FAQ

Q: What is H&L Xpress App?

A: H&L Xpress App is a new service from H&L. This service allows you to order a wide range of products from the comfort of your own home, and have them delivered directly to your door.

Q: Do I need to register and why?

A: You will have to register for an account if you wish to purchase via H&L Xpress App as it is to make sure we deliver to your area. It also allow us to show you the right products and delivery information.

Q: How do I find my products?
A: You may find your desired products under the “category” button, or simply just type in the name of products at the search icon in the app, or just scan the barcode of your desired products.

Q: How do I add products into my cart?

A: You may add your desired products in the app by tapping the add button.

Q: What are the next step after adding products in my cart?

A: Once you have added all your desired products, you will then have to choose to pick up in store or delivery.

Q: How long should I wait for my products to be delivered to my doorstep?

A: Your products will arrive at your doorstep within 24 hours.

Q: If I have chosen the pick-up option, can I collect my desired products at any H&L Outlet?

A: No, you may only pick up your products at H&L Tabuan Plaza outlet.

Q: Do you charge different price in-store and online?

A: The prices you pay may differ from the prices shown in-store.

Q: Can I return a product I’ve bought?

A: When you buy from the H & L Xpress Apps, we want you to be happy with your purchase. However, we know sometimes you may need to return goods. This policy sets out when you can return goods, and how to do so.

If you change your mind, we offer a refund or exchange of certain goods within certain time periods (please see the table below).

Product Period of Return
Frozen food Hand back to the driver at the time of delivery
Non-perishable goods (e.g. toiletries, cleaning products) Hand back to the driver at the time of delivery

OR

Bring to the H & L outlets with items printed on the collection documents and or sales invoice within 7 days from the day of collection (along with proof of purchase)

Electrical goods For electrical products customer exchange/ refund is not applicable. Customers are required to liaise directly with suppliers’ service centre.

You should please take reasonable care of the goods whilst they are in your possession (reasonable care includes inspecting goods, but would not extend to your opening certain goods, for example, sealed cleaning products).

Q: What if I received faulty goods?

A: You have full right to reject any faulty or damage goods at time of collection/ deliver. However, you may also hand any faulty or damaged goods back to us after time of collection for a refund or return to H & L store with item printed on the collection/ deliver documents and or invoice (with proof of purchase) for a refund or exchange.

About H & L Xpress App

Ownership
This website /Apps (“H & L Xpress Apps”) is owned and operated by H & L Retail Sdn Bhd (345274-X) (“ H & L”, “We”, “Us”).

Access & Use

Your access to, and use of the materials contained in, the H & L Xpress Apps is conditional on your acceptance and compliance with the terms, conditions, notices and disclaimers contained in this document or elsewhere on the H & L Xpress Apps (“Terms and Conditions”). By using H & L Xpress Apps, you agree to be bound by these Terms and Conditions.

Amendments
H & L reserves the right to amend the Terms and Conditions without notice at any time. Your use of our H & L Xpress Apps following such changes constitutes your agreement to be bound by the new Terms and Conditions.

Registration
To register with the H & L Xpress Apps you must be over eighteen (18) years of age. You must ensure that the details provided by you on registration or at any time are correct and complete. You must inform us immediately of any changes to the information that you provided when registering by updating your personal details.

Information Collected & Use of Information

H & L collects the details provided by you on registration together with information we learn about you from your use of our service and your visit to H & L Xpress Apps.

By using the H & L Xpress Apps, you expressly accept and give your unconditional consent that we may use any and/or disclose information about your demographics in any manner which does not reveal your identity for purpose of marketing, promotional, strategic development, research and customer care.

Data Protection and Privacy Policy

With respect your data privacy right and are committed to complying with the data protection law in Malaysia, you may view the Privacy Policy at www.hlgroup.com.my to understand how we protect your privacy.

Standard eDiamond Terms and Conditions

Your use of and eDiamond indicates your agreement to be bound by these eDiamond Terms and Conditions.

H & L reserves the right to withdraw or cancel the eDiamond at any time without having to give any reason.


H & L shall not be liable to any customer or household for any financial loss arising out of the refusal, cancellation or withdrawal of any eDiamond or any failure or inability of a customer or household to use an eDiamond for any reason.

Security and Fraud

When you use and eDiamond you warrant to H & L that you are the duly authorised recipient of the eDiamond and that you are using it in good faith. If you redeem, attempt to redeen or encourage the redemption of eDiamond to obtain discounts to which you or a third party are not entitled you may be committing a civil or criminal offence.

If we reasonably believe that any eDiamond is being used unlawfully or illegally we may reject or cancel any eDiamond and you agree that you will have no claim against us in respect of any rejection or cancellation. H & L reserves the right to take any further action it deems appropriate in such instances.

Intellectual Property

The content of the H & L Xpress Apps is protected by copyright, trademarks, database and other intellectual property rights. You may retrieve and display the content of the H & L Xpress Apps on a computer screen, store such content in electronic form on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non- commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy or distribute or use for commercial purposes any of the materials or content on the H & L Xpress Apps without written permission from H & L.

No licence is granted to you in these Terms and Conditions to use any trade mark of H & L.

Limitations
You may not use the H & L Xpress Apps for any of the following purposes:

– disseminating any unlawful, harrassing, libellous, abusive, threatening, harmful, vulgar, obscene, or otherwise objectionable material;

– transmitting material that encourages conduct that constitutes a criminal offence, results in civil liability or otherwise breaches any relevant laws, regulations or code of practice;

– gaining unauthorised access to other computer systems;

– interfering with any other person’s use or enjoyment of the H & L Xpress Apps;

– breaching any laws concerning the use of public telecommunications networks;

– making, transmitting or storing electronic copies of materials protected by copyright without the permission of the owner.

You shall indemnify us against all losses, liabilities, costs and expenses reasonably suffered or incurred by us, all damages awarded against us under any judgement by a court of competent jurisdiction and all settlements sums paid by us as a result of any settlement agreed by us arising out or in connection with:

– any claim by any third party that the use of the H & L Xpress Apps by you is defamatory, offensive or abusive, or of an obscene or pornographic nature, or is illegal or constitutes a breach of any applicable law, regulation or code of practice;

– any claim by any third party that the use of the H & L Xpress Apps by you infringes that third party’s copyright or other intellectual property rights of whatever nature; and

– any fines or penalties imposed by any regulatory, advertising or trading body or authority in connection with the use of the H & L Xpress Apps by you.

Availability of the H & L Xpress Apps

Although H & L Xpress Apps aims to offer you the best service possible, H & L Xpress Apps makes no promise that the services at the H & L Xpress Apps will meet your requirements. H & L Xpress Apps cannot guarantee that the service will be fault free. If a fault occurs in the service you should report it by email at apps@hlgroup.com.my and we will attempt to correct the fault as soon as we reasonably can.

Your access to the H & L Xpress Apps may occasionally be restricted to allow for repairs, maintenance or the introduction of new facilities or services. H & L Xpress Apps will attempt to restore the service as soon as it reasonably can.

H & L Xpress Apps’s right to suspend or cancel your registration

H & L Xpress Apps may suspend or cancel your registration immediatelt at our sole discretion without assisgning any reason whatsoever.

You can cancel this agreement at any time by informing us in writing. If you do so, you must stop using the H & L Xpress Apps.

The suspension or cancellation of your registration and your right to use the H & L Xpress Apps shall not affect either party’s rights or liabilities.

H & L Apps’s liability

The H & L Xpress Apps is provided by H & L without any warranties or guarantees of any kind either express or implied, including without limitation, warranties of title or implied warranties of merchantability of fitness for a particular purpose. You must bear the risks associated with the use of the Internet.


H & L will ensure that information or material included on the H & L Xpress Apps is correct, reputable and of high quality. H & L will not be responsible for any errors or omissions or for the results obtained from the use of information or for any technical problems you may experience with the H & L Xpress Apps. H & L is informed of any inaccuracies in the information or material on the H & L Xpress Apps, H & L will attempt to correct the inaccuracies as soon as it reasonably can.

In particular, H & L disclaim all liabilities in connection with the following:

– incompatibility of the H & L Xpress Apps with any of your equipment, software or telecommunications links;

– technical problems including errors or interruptions of the H & L Xpress Apps;

– unsuitability, unrealiability or inaccuracy of the H & L Xpress Apps;

– inadequacy of the H & L Xpress Apps to meet your requirements.

To the full extent allowed by applicable law, you agree that we will not be liable to you/or any third party for any consequential or incidental damages (including but not limited to loss of revenue, loss of profits, loss of anticipated savings, wasted expenditure, loss of privacy and loss of data) or any other indirect, special or punitive damages whatsoever that arise out of or are related to the H & L Xpress Apps.

Applicable Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of Malaysia and any disputes will be resolved exclusively only by the Courts of Malaysia.

International Use

H & L makes no promise that materials on the H & L Xpress Apps are appropriate or available for use in locations outside Malaysia, and accessing the H & L Xpress Apps from territories where its contents are illegal or unlawful is prohibited. If you choose to access this site from locations outside Malaysia, you do so on your own initiative and are responsible for compliance with local laws.

Miscellaneous
You may not assign, sub-license or otherwise transfer any of your rights under these Terms and Conditions.

If any provision of these Terms and Conditions is found to be invalid by any court having competent jurisdiction, the invalidity of that provision will not affect the validity of the remaining provisions of these Terms and Conditions, which shall remain in full force and effect.

If you breach these Terms and Conditions and H & L Xpress Apps ignores this, H & L will still be entitled to use its rights and remedies at a later date or in any other situation where you breach the Terms and Conditions.

H & L shall not be responsible for any breach of these Terms and Conditions caused by circumstances beyond its control.

II. About Guide Price

Please note that the prices on H & L’s Xpress Apps are guide prices only and are only approximate. The total guide price shown in the Customer’s shopping trolley and order confirmation email may differ from the Customer’s final bill.

The variance between guide price and the Customer’s final amount charged will be due to one or more of the following reasons:-

  1. Changing in-store prices


    The guide price is based on today’s prices in store, however what you pay will be based on the store price of the products on the day of your collection and or checkout date on Apps.

  2. Promotion dates

Any products on promotion need to be collect before the promotion and end date (shown on the product page) to qualify for the promotional price. If your delivery / collection slot is booked for after the promotion end date, the promotion price will not be applied.

If the value of the goods picked for collection is higher than the value stated in the order confirmation or if the Customer considers that the difference between the price charged and the guide price shown on the Apps is unacceptable, the Customer has every right not to proceed payment. The amount for goods that have not been accepted shall not be charged to the Customer’s payment card if he/she has provided payment card details in advance in order to pay online.

About total H & L Member Card Rewards points

This is the total H & L Member Card rewards points that the Customer has earned from this order.

III. Product Terms & Conditions

a.General Information

These Product Terms & Conditions shall be governed by and construed in accordance with the laws of Malaysia and any disputes will be decided only by the Malaysian courts.

If any of these Product Terms & Conditions are held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Product Terms & Conditions which will continue to be valid and enforceable to the fullest extent permitted by law.

This H & L Xpress Apps is owned and operated by H & L Retail Sdn Bhd (345274-X) (“H & L ”).

Please read these Product Terms & Conditions carefully as they affect your rights and liabilities under the law and set out the terms under which H & L makes the products available to you (“Product Terms”).

b. Prices

Please note that the prices on H & L Xpress Apps are guide prices only and are only approximate. The total guide price shown in the Customer’s shopping trolley and order confirmation may differ from the Customer’s final bill.

The actual price the Customer pays will be the price charged in store at the time the Customer’s order is picked. The actual order value cannot be determined until the day of collection because the prices stated on the Apps may vary either above or below the prices in store on the day your order is picked.

At the time of delivery the price of certain items may differ from the price quoted on the H & L Xpress Apps. If the value of the items picked is higher than the value stated in the order confirmation or if the Customer considers that the difference between the price charged and the guide price shown on the H & L Xpress Apps is unacceptable, the Customer has every right not to proceed payment on apps. The amount for the goods that are rejected shall not be charged to the Customer’s payment card, if the Customer has provided payment card details in advance in order to pay online.

When requesting goods by weight, H & L reserves the right to supply goods with a weight difference. However H & L shall make every effort to ensure the weight difference is minimal and as close to Customer’s request.

The cost of the services is not included in the price of the goods. The information about the cost of the services is available on the H & L Xpress Apps once the Customer books a delivery slot.

c. Availability

The availability of the goods presented on the H & L Xpress Apps depends on stock in stores and H & L does not guarantee the availability of goods.

In order to ensure that goods are available to all customers, H & L has the right to set maximum limits in advance for the purchase of individual items by a single Customer. For example, if the Customer makes an order of 10 bottles of soya sauce which would use up all the stock of that store, the store may only deliver 5 bottles.

The Customer shall always be notified in advance if the goods requested cannot be delivered by reason that it has exceeded the maximum or restricted limit.

d. Acceptance

There will be no contract of any kind between the Customer and H & L unless and until H & L actually handover/ dispatches the goods to Customer and Customer has made full payment on goods ordered. Customer’s order is an offer to buy from H & L. Nothing that H & L does or says will amount to any acceptance of that offer until H & L actually handover/ dispatches the goods to Customer and Customer has made full payment on goods ordered. At any point up until then, H & L may decline to supply the goods to Customer without giving any reason. At the moment that the goods are handover/ dispatched (and not before), a contract will be made between H & L and Customer, and Customer will be charged for the goods.

The H & L Xpress Apps service is available for domestic use only. H & L reserves the right to refuse orders from businesses or that we consider are for commercial or other non-domestic concerns.

To ensure availability of all our products customers may be limited to a maximum number of items.

e. Collection

Collection will be made to the address specified by Customer on the completed order form.

H & L will pick Customer’s order according to Customer’s order on H & L Xpress Apps and made ready for collection at time slot selected by customer before placing as confirm order.

The H & L Xpress Apps collection service is available in selected outlet or outlets only.

Collection times will be agreed with the Customer at the time of placing Customer order and booking a collection slot.

All goods must be received by an adult aged 18 years or over. If we have doubt over the age of the person receiving the goods, he is entitled to ask such person to show an identity card to prove his/ her age. If the person is shown not to be over 18 and no other person can receive the goods, H & L shall not handover the goods.

If paying by card, the card holder must be present.

Whilst we make every effort to pick all Customer goods in the agreed time, H & L will not be liable if it fails to do so in part or in full due to circumstances beyond its control.

f. Delivery

Delivery will be made to the address specified by Customer on the completed order form.

H & L will deliver Customer’s order to the main entrance of the delivery address. At Customer’s request, our H & L driver may carry Customer’s order into the delivery address, for example, to a particular floor in an apartment block or into the kitchen but only if :

a) the driver has the Customer’s permission,

b) the driver believes that it is safe and practical to do as Customer requests,

c) there is no obstacle preventing entrance, for example a locked main door.

H & L always reserves the right to deliver only to the main entrance of the delivery address.

The H & L Xpress Apps delivery service is available in selected areas. To check whether we deliver in your area, go to our H & L Xpress Apps and Website at hlgroup.com.my to find out where we deliver.

The items will be delivered to you within 24 hours after placement of your order.

All goods must be received by an adult aged 18 years or over. If the driver has doubt over the age of the person receiving the goods, he is entitled to ask such person to show an identity card to prove his/her age. If the person is shown not to be over 18 and no other person can receive the goods, H & L shall not hand over the goods.

If there is nobody qualified to receive the goods at the agreed time and place specified by the Customer, we will leave notification of attempted delivery and Customer will need to contact customer services to re-arrange delivery.

If Customer requests for redelivery, H & L is entitled to charge for providing the service.

Whilst we make every effort to deliver all Customer goods in the agreed time, H & L will not be liable if it fails to do so in part or in full due to circumstances beyond its control.

g. Returns & Refunds

When you buy from the H & L Xpress Apps, we want you to be happy with your purchase. However, we know sometimes you may need to return goods. This policy sets out when you can return goods, and how to do so.

If you change your mind

If you change your mind, we offer a refund or exchange of certain goods within certain time periods (please see the table below).

Product Period of Return
Perishable goods (e.g. meat, vegetables) Hand back to the driver at the time of delivery
Non-perishable goods (e.g. toiletries, cleaning products) Hand back to the driver at the time of delivery

OR

Bring to the H & L outlets with items printed on the collection documents and or sale invoice within 7 days from the day of collection (along with as proof of purchase)

Electrical goods For electrical products customer exchange/ refund is not applicable. Customers are required to liaise directly with suppliers’ service centre.

You should please take reasonable care of the goods whilst they are in your possession (reasonable care includes inspecting goods, but would not extend to your opening certain goods, for example, sealed cleaning products).

If you have received faulty or damaged goods

You have full right to reject any faulty or damage goods at time of collection/ deliver. However, you may also hand any faulty or damaged goods back to us after time of collection for a refund or return to H & L store with item printed on the collection/ deliver documents and or invoice (with proof of purchase) for a refund or exchange.

When you return goods

Customer shall return goods at his/her own cost. Goods returned shall be refunded at the price which the Customer had paid.

Please note that, in the event of a refund, all H & L member points received for the purchase of the refunded goods will be removed from Customer H & L Member card account.

Receiving refund

Once we have received your product, we’ll refund your money in the same way you initially paid for it.

  1. By credit or debit card – Your money will go back onto the same card.

If you purchased at an offer price, your refund will be based on that promotional price.

Rewards points on a returned item that you bought in-store will be deducted from your account.

Where you use more than one method of payment to pay for goods and you are returning only some of the goods in your order, refunds shall be applied in the following order:

  1. Credit/debit card

  2. H & L voucher

Where you use a coupon when paying for your order, the coupon will be considered used.

h. Cancellation

– Collection Service

Customer can cancel order before collection time slot selected.

– Delivery Service

Customer can cancel any Customer’s current orders before the shopping due to be delivered.

If in an emergency, the Customer needs to cancel the order after this time, Customer may contact Customer Services and we will try our best to help.

Please note that orders cannot be cancelled by email.

i. Payment

You can use a debit or credit card to pay for your shopping. We accept the following payment providers, issued by banks in Malaysia:

  • Visa

  • Master

  • Debit Cards (Visa/ Master)

Unfortunately we will not accept cash as payment for your shopping should you opt for our delivery service. This is because our drivers cannot carry cash with them due to safety reasons.

Our liability to you in connection with any order will not exceed the total price charged for the relevant items.

j. Customer Services

e-mail : enquiry.hlxpress@hlgroup.com.my

Telephone No.: 082-577339

Fault report

Email : apps@hlgroup.com.my

The H & L Xpress Apps is operated by H & L Retail Sdn Bhd (345274-X) of De 203- De 209, Batu Kawah New Township, Jalan Batu Kawa, 93250, Kuching.