Support Unit
Benefits for Consumer

The Hong Kong Trustmark is an easy way to check if the online shop complies with the highest possible tracking standards, both international and Hong Kong.

When shopping from the sellers that display the Hong Kong Trust Mark, customers will benefit from the following quality standards:

1.   Clear, comprehensive and accurate product description and merchant information before you place your order.

2.   Convenient, reliable, safe and legally compliant service.

3.   Notification of all costs and any limitations / conditions prior to checkout.

4.   Charges that are complete and simple to understand – including any tax and delivery and surcharges.

5.   Access information on your order progress / history.

6.   Delivery as specified at the time of order.

7.   Your purchases arriving in good condition.

8.   Helpful support with damaged / failed / late / attempted deliveries.

9.   A clear returns process, with any limitations/conditions notified at the beginning of the ordering process.  

10.  Your personal data and rights being properly protected and managed.


Benefits for Merchant

The Hong Kong Trust Mark Members agreed to launch a project aiming to ensure consumers recognize a certain Trust Mark across borders. The initiative brought the consumer protection levels to an equal minimum level across the countries covered by our Trust Mark. Strengthen consumers’ confidences and encourage online trading network’s expansion. Merchants will benefit from the following quality standards:

1.    Display atrusted symbol – beneficial especially for SMEs

2.    Improve confidence of new customers in purchasing from an unfamiliar webshop

3.    Provide assurance on payment security

4.    Confirm compliance of data protection and consumer protection rules

5.    Ensure accurate and timely delivery of orders

6.    Certify transparency of information and pricing

7.    Acquire guidelines and best practices for online selling

8.    Guarantee against risk of fraud and non-payment

9.    Help with redress mechanisms for dispute resolution.

10.  Increase online cross- border turnover for web merchants and improve international credibility


  • Transparent information about the trader

  • Clear, complete and accurate product description

  • Transparent pricing, inclusive of all charges and taxes

  • Accurate information to the customer on product   availability and delivery times

  • Delivery according to the specifications and timing indicated to the customer

  • Clear returns process and prompt reimbursement

  • Accessible customer service and timely complaint management

  • Protection of personal data according to the Personal Data (Privacy) Ordinance

  • Secure payment methods

  • Online, fully documented, interactive and accessible    procedure which enables and ensures merchants’ compliance with the Trust Mark requirements

  • Online and interactive support and advice to facilitate any necessary improvements to be made by the merchant before the Trust Mark can be awarded

  • Auditable record of accreditation and Trust Mark   performance including the retention of approved Terms & Conditions

  • Traders should provide information about ADR/ODR    services to resolve consumer complaints

  • The Trust Mark can be withdrawn if the trader does not comply with the code of conduct or in the case of insolvency