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Terms of service

These Terms of Service apply to XTORE.
Last updated: Aug 18, 2026

 

Welcome to XTORE. 

Governing Law: Laws of the Hong Kong Special Administrative Region of the People's Republic of China

Welcome to XTORE (hereinafter referred to as "the Company", "we", "us", or "our"). These Terms and Conditions (hereinafter referred to as the “Terms") govern your browsing and purchase of K-POP merchandise (including but not limited to albums, photocards, lightsticks, apparel, and pre-order items) through our website, mobile site, and mobile applications. By submitting an order, you agree to be bound by these Terms.

1. Acceptance of Terms and Age Limit

  • 1.1 These Terms constitute a legally binding contract between you and XTORE.

  • 1.2 Age Requirement: You must be at least 18 years old to place an order. If you are under 18 years old, you must obtain prior consent from your parents or legal guardian. Submitting an order constitutes your confirmation that you are at least 18 years old or have obtained the aforementioned consent.

  • 1.3 If we discover that an order was placed by a minor without parental or legal guardian consent, we reserve the right to cancel the order and refund the payments made, subject to the deduction of incurred administrative fees or transaction processing fees.

2. Product Information and Pre-Orders

  • 2.1 All products are subject to actual stock availability. 

  • 2.2 Full payment for pre-order items will be collected at the time of purchase. Estimated arrival dates displayed on the website are for reference only and do not constitute a guarantee of actual delivery dates.

  • 2.3 To prevent bulk purchasing and unauthorized resale, we reserve the right to limit the purchase quantity per customer.

3. Pricing and Payment

  • 3.1 Unless otherwise stated, all prices are displayed in US Dollars (USD). Product prices do not include shipping fees, which will be calculated separately at checkout.

  • 3.2 All orders must be paid in full prior to shipment.

  • 3.3 In the event of any product pricing errors on the website, we reserve the right to cancel the relevant orders and issue a full refund.

4. Shipping and Delivery

  • 4.1 Shipping Timeframe: All in-stock items will be dispatched within 30 days following receipt of full payment. For K-POP merchandise sourced from overseas, actual dispatch times may vary depending on supplier production, stock levels, international transit, and other related factors.

  • 4.2 Force Majeure: If dispatch is delayed due to circumstances beyond our reasonable control (including but not limited to supplier production delays, port congestion, transit delays, or customs holds), we will provide you with reasonable notice. If the delay exceeds 90 days, you are entitled to cancel the relevant order and request a full refund.

  • 4.3 The risk of loss or damage to the goods passes to you upon delivery to your designated delivery address, except as otherwise provided by applicable law.

  • 4.4 Title to the products shall pass to you upon our receipt of full payment for the order (including applicable shipping fees).

5. Returns, Refunds, and Exchanges

  • 5.1 Statutory Rights: Nothing in these Terms affects your mandatory rights under the Sale of Goods Ordinance (Cap. 26) and other applicable laws of Hong Kong Special Administrative Region of the People’s Republic of China. If goods are defective, do not match product descriptions, or are unfit for their intended purpose, you are entitled to rights such as refunds, repairs, or replacements under applicable law.

  • 5.2 Change of Mind: Requests for returns or exchanges based solely on a change of mind (e.g., "disliking the design" or "changing purchase decisions") will not be accepted.

  • 5.3 Non-Returnable Items: Due to hygiene, copyright, product nature, and event arrangement reasons, the following items cannot be returned or exchanged once unsealed/opened, unless the product itself is defective. Furthermore, no returns or exchanges based on change of mind are accepted for any products related to fansign events:

    • CD Albums, MD SETs

    • Photocards and all products related to fansign events

    • Designated categories or tiers of merchandise

    • Other items explicitly marked as non-returnable or non-exchangeable on the purchase page

  • 5.4 Unboxing Proof: If you believe an item was damaged or lost during transit, or if you received an incorrect item, you must contact our customer service within 7 days of receipt and provide clear photo or video proof, including but not limited to complete unboxing video footage.

6. Member Rewards Program

  • 6.1 Earning Points

    • Members will earn points under this program upon successful payment of an order.

    • Points rate: USD 1 spent = 1 point.

    • If an order is settled in a currency other than USD, points will be calculated based on the exchange rate applied at settlement.

    • Point rules for special promotions and reward events are subject to separate terms and conditions announced for the respective events.

  • 6.2 Use of Points: Points cannot be redeemed for cash, transferred, sold, or assigned to other accounts.

  • 6.3 Annual Settlement and Expiration: Points are valid for one (1) calendar year from the date of issuance. We implement an annual settlement mechanism. On December 31 of each year, all unexpired but unused points will automatically expire and reset to zero. (Example: Points earned on January 15, 2025, will expire on December 31, 2025.)

  • 6.4 Point Deduction: If an order is canceled, refunded, or returned, points corresponding to that order will be deducted from your account.

  • 6.5 Abuse and Violations: If we discover any fraudulent, abusive, or improper use of points (including but not limited to forging transactions, duplicate transactions, or obtaining points improperly through other means), the Company reserves the right to immediately terminate the relevant membership and invalidate all unused points.

7. Intellectual Property

  • 7.1 All product images, artist names, logos, trademarks, designs, text, graphics, audio/video content, and other materials displayed on the website belong to JACSO ENTERTAINMENT, XTORE, or relevant rights holders.

  • 7.2 You may not copy, reproduce, distribute, modify, publicly display, or otherwise use any content from this website for commercial or unauthorized purposes without prior explicit written permission from JACSO ENTERTAINMENT, XTORE, or relevant rights holders.

8. Limitation of Liability

  • 8.1 To the extent permitted by applicable law, if you suffer direct losses due to our failure or improper performance of order-related obligations, our liability is capped at the actual amount paid for the relevant order. However, this clause does not limit or exclude liability that cannot be limited or excluded under applicable law.

  • 8.2 Any losses arising from delivery delays, defective items, event postponements, modifications, cancellations, or other circumstances beyond our reasonable control will be handled in accordance with applicable laws and the relevant provisions of Clause 8.1 of these Terms. Unless otherwise provided by applicable law or event terms, the Company generally assumes no liability for indirect, incidental, special, or consequential damages, including but not limited to loss of profit, loss of revenue, loss of business opportunity, transportation expenses, accommodation fees, or losses resulting from inability to attend relevant events.

  • 8.3 We strive to ensure proper operation of the website and services, but we do not guarantee uninterrupted, continuous, or completely error-free service.

9. Personal Data

  • 9.1 We process your personal data in accordance with the Personal Data (Privacy) Ordinance (Cap. 486) and other applicable laws. Details regarding the collection, use, retention, and protection of personal data will be set out in a separately published Privacy Policy as necessary.

  • 9.2 To the extent provided by applicable law, you have the right to request access to and correction of your personal data held by us.

10. Terms on Fansign and Special Event

Given that K-POP fansign events (hereinafter referred to as "Events") involve artist schedules, supply chain coordination, event venues, and strict quotas, your purchase of related merchandise or participation in events constitutes acknowledgment and agreement to the following terms.

  • 10.1 Eligibility Selection and Quota Allocation

    • 10.1.1 Purchasing a Fansign Bundle does not automatically grant event participation eligibility. Due to limited quotas, the final participant list will be verified and finalized by the Company based on established selection criteria and system procedures.

    • 10.1.2 Selection criteria may include but are not limited to order placement timestamp, membership activity, historical spending records, and system anti-abuse screening results. All selection procedures may be supervised by internal control mechanisms.

    • 10.1.3 To the extent permitted by applicable law, the Company reserves final right of decision and interpretation regarding the participant list. Once announced, complaints or requests for reconsideration regarding allocation or selection criteria will generally not be entertained.

    • 10.1.4 Allocated event quotas are strictly non-transferable, non-resellable, and cannot be gifted to third parties. If a selected participant attempts to sell or transfer their quota, the Company reserves the right to disqualify them and process items and payments according to event rules.

  • 10.2 Identity Verification

    • 10.2.1 Selected members must complete identity verification through designated channels to confirm identity alignment. Methods include identity documents, passports, or government-recognized e-identity services such as iAM Smart. We aim to use verification methods with minimal privacy impact.

    • 10.2.2 Verification data must match registration data. Mismatched, illegible, edited, altered, obscured, or blurred submissions may be deemed invalid, leading to disqualification or order cancellation.

    • 10.2.3 Verification data is strictly used for eligibility determination, identity confirmation, and fraud prevention—never for unauthorized marketing. Data is handled per Cap. 486 and will be deleted or anonymized within 60 days post-event, unless retention is legally required.

    • 10.2.4 Members authorize necessary disclosure of verification data to designated agents, event organizers, or management agencies strictly for verification and event execution.

    • 10.2.5 Refusal or failure to complete identity verification as required constitutes forfeiture of eligibility without entitlement to a refund.

    • 10.2.6 If event rules restrict purchases to one entry per member and duplicate purchases or multi-account bypasses are detected, duplicate orders and eligibility will be canceled.

    • 10.2.7 Members warrant that all submitted data is true and accurate. Use of forged, stolen, or AI/Deepfake-generated identities empowers the Company to disqualify participants, report matters to law enforcement (such as HK Police or PCPD), the Company also reserves the right to recover any reasonable administrative and legal costs arising from such conduct.

  • 10.3 Signature Quality and Artist Conduct Disclaimer

    • 10.3.1 Signatures are handwritten. Variations in ink pressure, clarity, smudging, positioning, or minor alterations are normal characteristics and do not constitute product defects. Returns/exchanges based on subjective aesthetic preferences will not be accepted.

    • 10.3.2 If event formats, dates, or arrangements change due to artist health issues, injuries, military service, schedule conflicts, force majeure, or agency policy updates, reasonable notice will be provided. The Company assumes no liability for indirect losses beyond applicable law.

  • 10.4 Logistics and Loss Risks

    • 10.4.1 Fansign items are consolidated and shipped post-event. Delivery times may significantly exceed the standard 30-day window due to signing and logistical execution.

    • 10.4.2 If items are lost or damaged during transit and identical replacements cannot be issued, matters will be handled according to applicable laws and event terms.

  • 10.5 Cancellation or Change of Events

    • If events are delayed, rescheduled, modified, or canceled due to force majeure (e.g., epidemics, government bans, strikes, natural disasters, public health incidents), reasonable notice will be given. The Company assumes no liability for indirect losses such as travel, accommodation, or schedule disruptions.

11. Governing Law and Jurisdiction

  • 11.1 The interpretation, applicability, and enforcement of these Terms are governed by the laws of the Hong Kong Special Administrative Region of the People's Republic of China.

  • 11.2 Any disputes arising out of or in connection with these Terms shall be subject to the jurisdiction of the courts of the Hong Kong Special Administrative Region.

  • 11.3 These Terms may be provided in different languages via automated website translation. In the event of any ambiguity, inconsistency, or conflict between versions, the English version shall prevail.

  • 11.4 For order or service complaints, please contact our customer service team first. Unresolved issues may be referred to the Consumer Council of Hong Kong depending on case circumstances.