Welcome to the PL A-VENTURE Online Store FAQ. Here you can find information about online orders, delivery, returns, products, warranty, PL Member and PL Credit.

歡迎瀏覽 PL A-VENTURE 網店常見問題。你可以在此查閱網上訂單、送貨、退換貨、產品保養、PL Member 及 PL Credit 等相關資訊。

English

1. Orders & Payment

How do I place an order?

Select your preferred product, colour and size, add it to your cart and complete payment through our online checkout.

Please check your contact information, delivery address and product selection carefully before submitting your order.

How will I know if my order has been confirmed?

After successful payment, an order-confirmation email will be sent to the email address provided at checkout.

If you do not receive the email, please check your spam or junk folder. You may also log in to your PL Member account to review your order status.

Can I change or cancel my order?

Please contact us at info@pl-aventure.com as soon as possible.

We will try to assist if the order has not yet been processed or dispatched. Once an order has entered fulfilment or has been shipped, changes or cancellations may no longer be possible.

What payment methods do you accept?

Available payment methods will be displayed at checkout and may vary depending on your location, currency and device.

Eligible PL Members may also use PL Credit towards selected purchases.

Can I use a discount code together with PL Credit?

Where permitted by the relevant promotion and checkout system, PL Credit may be used together with an eligible discount code.

Some promotional offers, products or discount codes cannot be combined. The final discount and amount payable will be shown at checkout.

Why was my payment unsuccessful?

A payment may be declined because of incorrect card information, insufficient funds, bank security checks, transaction limits or other restrictions imposed by the payment provider.

Please confirm your payment details or contact your bank. If the problem continues, contact us with your order details, but please do not send us your full payment-card number.

2. Shipping & Delivery

Where do you deliver?

Available delivery destinations and shipping methods will be shown at checkout.

Certain products, services or promotional items may only be available in selected locations.

How much does delivery cost?

Delivery charges depend on the destination, selected delivery method, parcel size and order value. The applicable charge will be displayed before payment is completed.

Please refer to our Shipping Policy for further details.

How long will delivery take?

Estimated delivery times depend on the destination, selected shipping method, stock availability, customs clearance and courier operations.

Any delivery period shown is an estimate and is not guaranteed. Delays may occur during public holidays, severe weather, peak seasons or circumstances outside our reasonable control.

How can I track my order?

If tracking is available, the tracking information will be sent by email after dispatch. You may also view available order information through your PL Member account.

Tracking information may take some time to update after the parcel has been collected by the courier.

Can I collect my order in person?

Self-collection may be available for eligible orders when shown at checkout or confirmed by our team.

Collection location:

PL A-VENTURE
Rooms 2202–2203, 22/F, Hing Wah Centre
433 Shanghai Street, Mong Kok, Kowloon
Hong Kong

Please wait for our collection confirmation before visiting.

Will I have to pay customs duties or import taxes?

For international orders, customs duties, import taxes, handling charges or other local fees may be imposed by the destination country or region.

Unless otherwise stated at checkout, these charges are not included in the product price or shipping charge and are the customer’s responsibility.

What should I do if my parcel is delayed, missing or damaged?

Please first check the tracking information and contact the courier where appropriate.

If the parcel appears to be missing, or if the outer packaging or product arrives damaged, contact info@pl-aventure.com as soon as possible with:

your order number;
photographs of the outer packaging;
photographs or videos of the product; and
any relevant courier or tracking information.

Please retain the parcel, packaging and shipping label while the case is being reviewed.

3. Returns & Exchanges

Can I return or exchange an item?

Eligible products may be returned or exchanged by submitting a request within 14 days of receiving the order.

Products must normally be unused, unworn, unwashed and returned in their original condition with the original packaging, labels, accessories and complimentary items.

Certain products may be excluded for hygiene, safety, personalisation, clearance or other reasons stated in our Refund Policy.

How do I request a return or exchange?

Email info@pl-aventure.com with:

your order number;
the product you wish to return or exchange;
the reason for the request; and
supporting photographs or videos where relevant.

Please wait for return instructions before sending the product back. Unauthorised returns may not be accepted.

Can I choose between PL Credit and a refund?

For an approved eligible return, you may choose:

100% refund in PL Credit to the original PL Member account; or
a refund to the original payment method, less a 5% administration and payment-processing fee.

The 5% deduction does not apply where the refund results from an incorrect, defective or delivery-damaged product, or where PL A-VENTURE cancels the order.

Who pays the return shipping cost?

For a change-of-mind return, size exchange or customer ordering error, the customer is normally responsible for the return shipping cost and any re-delivery charge.

Where we confirm that the product is incorrect, defective or damaged during delivery, PL A-VENTURE will arrange or reimburse reasonable return delivery as appropriate.

Can I exchange an item for another size, colour or product?

Exchanges are subject to stock availability.

If the requested item is unavailable, we may offer PL Credit or another refund option available under our Refund Policy. Any price difference and applicable delivery charge must be settled before the replacement is dispatched.

What if I receive the wrong or a defective product?

Once confirmed, we will arrange an appropriate replacement, repair or full refund. The 5% administration and payment-processing deduction will not apply.

Are warranty claims handled as returns?

No. Returns and exchanges, warranty claims, repairs and the Trade-in Programme are separate processes.

Manufacturing defects or problems arising after use should be submitted through Product Care & Repair, rather than treated as an ordinary return.

4. Products & Sizing

How do I choose the correct product or size?

Please refer to the sizing information and product description shown on the relevant product page.

Product fit may vary depending on face shape, head size, helmet model, personal preference and intended use. If you are unsure, contact us before ordering and tell us which product or size you are considering.

What does “Asian Fit” mean?

PL A-VENTURE goggles are designed with Asian facial structures in mind, with attention to nose fit, facial coverage, comfort and helmet compatibility.

Individual fit can still vary, so we recommend checking the product measurements or trying the product where possible.

Will PL goggles fit every helmet?

PL goggles are designed to work with many common ski and snowboard helmets, but compatibility cannot be guaranteed for every helmet shape or size.

For the best result, we recommend trying the goggles together with your helmet.

Are product colours exactly the same as shown online?

We make reasonable efforts to display product colours accurately. However, colours and lens appearance may vary because of screen settings, lighting, viewing angle and production differences.

Mirror and photochromic lenses may also appear different under different lighting conditions.

Can I visit the showroom to try products?

Product viewing or fitting may be available by appointment at our Mong Kok location.

Please contact us before visiting to confirm opening arrangements, product availability and the sizes or models you would like to try.

5. Product Registration, Warranty & Repairs

Do I need to register my product?

Product registration is recommended and may be required to activate or verify applicable warranty benefits.

Products purchased through the PL Official Store may already be linked to the relevant customer account or order record. Customers who purchased through an authorised dealer should complete the dealer product-registration form and retain valid proof of purchase.

What information is required for product registration?

Depending on the product, we may request:

your name and contact information;
product name, model, size or colour;
purchase date and place of purchase;
order number, receipt or proof of purchase;
serial or registration number; and
product photographs.

What does the warranty cover?

The applicable warranty generally covers confirmed manufacturing or material defects during the stated warranty period.

Warranty coverage does not normally include:

normal wear and tear;
scratches or cosmetic damage;
accidental impact, collision or crushing;
improper storage, cleaning or maintenance;
prolonged exposure to moisture, heat or chemicals;
damage caused by modification or unauthorised repair;
loss or theft; or
damage caused by use contrary to the care instructions.

The final assessment will depend on inspection of the product, proof of purchase and the applicable warranty terms.

How do I make a warranty or repair request?

Submit a request through Product Care & Repair or email info@pl-aventure.com with:

your order or registration details;
proof of purchase;
a description of the issue;
clear photographs or videos; and
any relevant information about how the issue occurred.

Please do not send the product to us until return or inspection instructions have been provided.

Can PL A-VENTURE repair products outside the warranty?

Depending on the product, condition and availability of replacement parts, we may offer a paid repair, replacement component or other solution.

Any quotation must be accepted before chargeable work begins.

How does the Trade-in Programme work?

Eligible used goggles may be submitted for inspection under the PL Trade-in Programme.

After the product has been inspected and accepted, the participating PL Member will receive HK$200 in PL Credit. Acceptance is not guaranteed and depends on the programme conditions and the condition of the submitted product.

Trade-in PL Credit cannot be exchanged for cash.

6. PL Member & PL Credit

What is PL Member?

PL Member is PL A-VENTURE’s free customer account programme, operated through our Shopify customer-account system.

Members can access eligible account functions such as order history, saved information, PL Credit balance and selected member benefits.

How do I become a PL Member?

Create or activate a customer account using your email address through the PL Official Store.

Please use the same email address when ordering and participating in PL Credit promotions so that eligible Credit can be added to the correct account.

What is PL Credit?

PL Credit is a member-only spending balance that can be used towards selected PL A-VENTURE products and services.

PL$1 Credit = HK$1.

PL Credit is linked to the member’s registered email address. It cannot be transferred to another person or exchanged for cash.

How do I check my PL Credit balance?

Log in to your PL Member account using the registered email address. Your available balance and relevant Credit information will be displayed where supported by the account system.

If your balance appears incorrect, contact us with the relevant order, promotion or refund details.

Can I use PL Credit together with a credit card?

Yes. If your PL Credit does not cover the full eligible purchase amount, you may use the available Credit and pay the remaining balance using an accepted payment method.

Can I use PL Credit to buy more PL Credit?

No. PL Credit cannot be used to purchase, recharge or obtain additional PL Credit.

Can PL Credit be transferred or exchanged for cash?

No. PL Credit is linked to the original member account and cannot be transferred, resold or exchanged for cash.

Does PL Credit expire?

Any applicable expiry date will be shown in the member account, relevant promotion or Credit-issuance terms.

Expired PL Credit cannot normally be reinstated unless otherwise required by law or expressly agreed by PL A-VENTURE.

What happens to PL Credit when an order is refunded?

PL Credit used for an eligible refunded order will normally be returned to the original PL Member account in accordance with the applicable Refund Policy or service cancellation policy.

Refunded PL Credit remains non-transferable and cannot be exchanged for cash.

Bonus or promotional PL Credit has no cash-refund value.

Can I use PL Credit for PL services?

PL Credit may be used for selected PL A-VENTURE products and services through the applicable voucher or booking arrangement.

Certain vouchers require advance booking and are subject to their own availability, usage, cancellation and refund policies. A voucher does not by itself confirm a booking.

Contact Us

If you cannot find the answer you need, please contact:

PL A-VENTURE LIMITED（雪翊炫有限公司）
Email: info@pl-aventure.com

中文

1. 訂單及付款

如何在網店下單？

選擇所需產品、顏色及尺寸，加入購物車後，透過網店結帳頁面完成付款。

提交訂單前，請仔細核對聯絡資料、送貨地址及產品選項。

如何確認訂單是否成功？

成功付款後，系統會向結帳時提供的電郵地址發送訂單確認電郵。

如未有收到，請先檢查垃圾郵件資料夾。PL Member 亦可登入會員帳戶查閱訂單狀態。

下單後可以更改或取消訂單嗎？

請盡快電郵至 info@pl-aventure.com 聯絡我們。

如訂單尚未開始處理或寄出，我們會盡量協助。訂單一旦進入執貨或送貨程序，可能無法再作更改或取消。

網店接受哪些付款方式？

可用付款方式會顯示於結帳頁面，並可能因所在地區、貨幣及所用裝置而有所不同。

符合資格的 PL Member 亦可使用 PL Credit 購買指定產品。

優惠碼可以與 PL Credit 同時使用嗎？

如相關推廣條款及結帳系統允許，PL Credit 可與符合資格的優惠碼一併使用。

部分優惠、產品或折扣碼不可同時使用，最終折扣及應付金額以結帳頁面顯示為準。

為甚麼付款不成功？

付款可能因信用卡資料不正確、餘額不足、銀行保安審查、交易上限或付款平台限制而被拒絕。

請重新核對付款資料或聯絡發卡銀行。如問題持續，可將訂單資料發送給我們，但請勿向我們提供完整付款卡號碼。

2. 送貨及派送

可以送貨到哪些地區？

可供選擇的送貨地區及方式會顯示於結帳頁面。

部分產品、服務或推廣商品可能只限指定地區購買或使用。

運費是多少？

運費視乎送貨地區、送貨方式、包裹尺寸及訂單金額而定，適用費用會在完成付款前顯示。

詳情請參閱我們的 Shipping Policy｜送貨政策。

送貨需時多久？

預計送貨時間視乎目的地、送貨方式、庫存、清關及速遞公司運作而定。

網站顯示的送貨時間只屬預計，並非保證。公眾假期、惡劣天氣、旺季或其他超出我們合理控制的情況均可能引致延誤。

如何追蹤訂單？

如訂單設有追蹤服務，產品寄出後，我們會透過電郵提供追蹤資料。PL Member 亦可登入會員帳戶查看可用的訂單資訊。

速遞公司收件後，追蹤資料可能需要一段時間才會更新。

可以親身取貨嗎？

如結帳頁面提供自取選項，或經我們另行確認，合資格訂單可安排親身取貨。

取貨地址：

PL A-VENTURE
香港九龍旺角上海街433號
興華中心22樓2202–2203室

請先收到取貨確認通知，才前往取貨。

國際訂單需要繳付關稅或入口稅嗎？

國際訂單可能由目的地國家或地區徵收關稅、入口稅、手續費或其他當地費用。

除非結帳頁面另有說明，相關費用並不包括在產品價格或運費內，須由顧客自行承擔。

包裹延誤、遺失或損壞應怎樣處理？

請先查看追蹤資料，並在適當情況下聯絡速遞公司。

如包裹可能遺失，或外包裝或產品在送達時已經損壞，請盡快電郵至 info@pl-aventure.com，並提供：

訂單編號；
外包裝照片；
產品照片或影片；及
相關速遞或追蹤資料。

在個案完成審核前，請保留包裹、包裝物料及送貨標籤。

3. 退貨及換貨

可以退貨或換貨嗎？

合資格產品可於收到訂單後 14日內 提交退貨或換貨申請。

產品一般必須未經使用、穿戴或清洗，並保持原有狀態，連同原裝包裝、標籤、配件及贈品一併退回。

部分產品可能基於衞生、安全、個人化、清貨或其他列明原因不設退換，詳情請參閱 Refund Policy｜退款及退換貨政策。

如何申請退貨或換貨？

請電郵至 info@pl-aventure.com，並提供：

訂單編號；
希望退回或更換的產品；
申請原因；及
相關照片或影片。

寄回產品前，請先等候我們提供退貨指示。未經授權自行寄回的產品可能不獲接受。

可以選擇退回 PL Credit 或原付款方式嗎？

經批核的合資格退貨，可選擇：

將退款金額 100%退回原有 PL Member 帳戶的 PL Credit；或
退回原付款方式，但扣除5%行政及付款處理費。

如因錯誤產品、產品瑕疵、運送期間損壞，或由 PL A-VENTURE 取消訂單而退款，則不會扣除5%。

退貨運費由誰承擔？

如因改變主意、尺寸更換或顧客下單錯誤而退貨，顧客一般須自行承擔退貨運費及重新寄送費用。

如我們確認產品有誤、存在瑕疵或在送貨期間損壞，PL A-VENTURE 會按情況安排或承擔合理的退貨費用。

可以更換其他尺寸、顏色或產品嗎？

所有換貨均視乎庫存情況而定。

如所需產品缺貨，我們可根據退款政策提供 PL Credit 或其他適用退款方式。寄出替換產品前，顧客須繳付產品差價及適用送貨費用。

收到錯誤或有瑕疵的產品應怎樣處理？

請盡快聯絡我們，並提供訂單編號及清晰照片或影片。

確認後，我們會按情況安排更換、維修或全額退款，並不會扣除5%行政及付款處理費。

保養申請是否當作一般退貨處理？

不是。退換貨、產品保養、維修及舊鏡回收計劃屬於不同程序。

製造瑕疵或使用後出現的產品問題，應透過 Product Care & Repair｜產品保養及維修 提交，而不是當作一般退貨處理。

4. 產品及尺寸

如何選擇合適的產品或尺寸？

請參考相關產品頁面的尺寸資訊及產品說明。

實際佩戴效果可能受面形、頭圍、頭盔款式、個人喜好及用途影響。如不確定，可在下單前聯絡我們，並告知正在考慮的產品及尺寸。

「Asian Fit」是甚麼意思？

PL A-VENTURE 雪鏡按照亞洲面形特點設計，並著重鼻樑貼合度、面部覆蓋、佩戴舒適度及與頭盔的配合。

每位使用者的面形仍有差異，建議下單前查看產品尺寸，或在可行情況下親身試戴。

PL雪鏡是否適合所有頭盔？

PL雪鏡可配合多款常見 Ski 及 Snowboard 頭盔使用，但無法保證適合所有頭盔形狀及尺寸。

為獲得最佳貼合效果，建議將雪鏡與自己的頭盔一同試戴。

網站圖片與實物顏色會完全相同嗎？

我們會盡合理努力準確展示產品顏色，但顏色及鏡片效果可能因螢幕設定、光線、觀看角度及生產差異而有所不同。

水銀鏡片及變色鏡片在不同光線環境下亦可能呈現不同效果。

可以到陳列室試戴產品嗎？

旺角陳列室可按預約安排產品查看或試戴。

前往前請先聯絡我們，確認開放安排、庫存，以及希望試戴的款式和尺寸。

5. 產品登記、保養及維修

購買產品後需要登記嗎？

我們建議顧客完成產品登記；部分保養權益亦可能需要透過登記啟用或核實。

透過 PL Official Store 購買的產品，相關紀錄可能已連結至顧客帳戶或訂單。經授權經銷商購買的顧客，應填寫經銷商產品登記表格，並保留有效購買證明。

產品登記需要提供甚麼資料？

視乎產品類別，我們可能要求提供：

姓名及聯絡資料；
產品名稱、型號、尺寸或顏色；
購買日期及地點；
訂單編號、收據或購買證明；
序號或登記編號；及
產品照片。

產品保養包括甚麼？

適用產品保養一般涵蓋在列明保養期內，經確認的物料或製造瑕疵。

產品保養一般不包括：

正常損耗；
刮痕或外觀損傷；
意外撞擊、碰撞或擠壓；
不當存放、清潔或保養；
長時間接觸濕氣、高溫或化學物質；
自行改裝或未經授權維修造成的損壞；
遺失或被盜；或
未有依照產品護理指引使用而造成的損壞。

最終處理方式會根據產品檢查結果、購買證明及適用保養條款決定。

如何申請產品保養或維修？

請透過 Product Care & Repair｜產品保養及維修 提交申請，或電郵至 info@pl-aventure.com，並提供：

訂單或產品登記資料；
購買證明；
問題說明；
清晰照片或影片；及
問題發生經過的相關資料。

收到退回或檢查指示前，請勿自行將產品寄給我們。

保養期外的產品可以維修嗎？

視乎產品類別、實際狀況及零件供應，我們可能提供收費維修、更換零件或其他處理方案。

任何收費維修均會先提供報價，並在顧客接受後才開始處理。

舊鏡回收計劃如何運作？

符合資格的舊雪鏡可提交至 PL Trade-in Programme｜舊鏡回收計劃進行檢查。

產品通過檢查並獲接納後，參與計劃的 PL Member 可獲得 HK$200 PL Credit。所有產品均須經過檢查，是否接納視乎計劃條款及產品狀況而定。

舊鏡回收所得的 PL Credit 不可兌換現金。

6. PL Member及PL Credit

甚麼是PL Member？

PL Member 是 PL A-VENTURE 的免費顧客帳戶計劃，透過 Shopify Customer Account 系統運作。

會員可使用訂單紀錄、已儲存資料、PL Credit 餘額及指定會員權益等合資格帳戶功能。

如何成為PL Member？

透過 PL Official Store 使用電郵地址建立或啟用顧客帳戶。

下單及參與 PL Credit 推廣時，請使用同一電郵地址，以便符合資格的 PL Credit 正確存入會員帳戶。

甚麼是PL Credit？

PL Credit 是 PL Member 專用消費額，可用於購買指定 PL A-VENTURE 產品及服務。

PL$1 Credit = HK$1。

PL Credit 會綁定會員登記電郵，不可轉讓給其他人士，亦不可兌換現金。

如何查看PL Credit餘額？

使用登記電郵登入 PL Member 帳戶，系統支援的頁面會顯示可用餘額及相關 Credit 資訊。

如餘額有誤，請聯絡我們並提供相關訂單、推廣或退款資料。

PL Credit不足時可以用信用卡補付差額嗎？

可以。如 PL Credit 不足以支付整筆合資格交易，可先使用帳戶內的 PL Credit，再以網店接受的付款方式支付餘額。

可以使用PL Credit購買更多PL Credit嗎？

不可以。PL Credit 不可用作購買、增值或取得更多 PL Credit。

PL Credit可以轉讓或兌換現金嗎？

不可以。PL Credit 綁定原有會員帳戶，不可轉讓、轉售或兌換現金。

PL Credit有使用期限嗎？

如設有到期日，相關日期會顯示於會員帳戶、推廣內容或發放 PL Credit 時的條款內。

除非法律另有規定或 PL A-VENTURE 明確同意，已到期的 PL Credit 一般不會重新發放。

訂單退款後，已使用的PL Credit會怎樣處理？

合資格退款訂單所使用的 PL Credit，一般會根據適用退款政策或服務取消政策，退回原有 PL Member 帳戶。

退回的 PL Credit 仍不可轉讓或兌換現金。

Bonus Credit 或推廣贈送的 PL Credit 不設現金退款。

PL Credit可以用於PL服務嗎？

PL Credit 可透過指定 Voucher 或預約安排，用於部分 PL A-VENTURE 產品及服務。

部分 Voucher 必須預先預約，並受其供應情況、使用、取消及退款政策約束。購買 Voucher 本身並不代表預約已獲確認。

聯絡我們

如以上內容未能解答你的問題，請聯絡：

PL A-VENTURE LIMITED（雪翊炫有限公司）
電郵： info@pl-aventure.com

FAQ｜常見問題