The Macao Consumer Council, together with the Association of Macao Laundry Merchants has established the Code of Practice for Laundries and Dry Cleaners. Those companies that are entitled to the “Certified Shop” emblems should abide by this Code.

1. It is very clearly agreed between the customer and the company that the company undertakes the work of cleaning or ironing strictly on the terms set out, and no variation thereof shall bind the company unless duly signed by the duty manager of the company.
2. The goods will be passed to the bearer of, and on presentation of, the bill, the holder of which shall be deemed to be the rightful owner. Should the bill be lost, a written report should be made to the company, and the company reserves the right to require a cash deposit, which shall not exceed five times the invoice total, as it considers necessary in the circumstances of the case. The consumer can request a deposit refund from the company after the deadline, as defined in article 5 of this Code.
3. If it is foreseen that shrinking, fading, discolouration of, or other damage to the good(s) might occur during the cleaning or laundering process due to the original condition of the good(s) being defective, of poor quality or worn out through use, the company should inform the consumer before rendering any service. Should the consumer still request the service, he or she will bear the consequence.
4. The customer shall be deemed to have approved of the goods on receipt, and no claims whatsoever shall be entertained by the company once the goods have left the company.
5. Delivery/receipt of good should be within 60 days of the date of receipt by the company. Should the delivery/receipt of goods occur in the two months subsequent to those 60 days, a storage fee of 50% of the invoice total shall be added as a surcharge. Goods not claimed 2 days thereafter shall be disposed of at the company's discretion.
6. The company shall not be liable for any loss of or damage to the goods as a result of any adverse act of Nature, civil commotion, war or any accident whatsoever, that is out of the control of the company.
7. The company should remind the consumer to check the good(s) before rendering any laundering service, and the company will not be responsible for any valuables or other articles left in any pockets of the clothes entrusted to it for cleaning.
8. In the event of any dispute relating to the loss of, damage to, or defect in the good(s) arising from the work of cleaning or ironing, every attempt should be made to settle the dispute amicably between the parties, or have the dispute resolved through legal channels.

The Macao SAR Government Consumer Council established the “Code of Practice” for grocery stores and supermarkets. Retail outlets that are entitled to the “Certified Shop” emblem should not only abide by local laws and regulations but also comply with the “Undertakings of Certified Shops” and the related “Code of Practice” for the provision of quality products and services to consumers.

1. Choose from reliable sources to ensure the quality of goods;
2. Goods should be displayed tidily on the premises and product information labels must be placed accordingly;
3. Stock and retail merchandise must be distinguished clearly on the premises;
4. Prices of goods must be labeled in MOP. Labelled price and information must match for the same product displayed in different locations;
5. Discount offer and period must be labelled clearly together with the original price for comparison; if the product is sold at a discounted price due to recent expiry date or defective reasons, such information must be stated clearly to inform consumers;
6. Do not sell expired, deteriorated goods and those with uncertain safety, commit to recall all confirmed/suspected goods with defects;
7. Store goods properly according to their characteristics in appropriate environment to avoid effects on their quality;
8. Any additional service offered must be stated clearly with the respective charging fees and applicable information;
9. Never conduct misleading promotion on or provide the related information to consumers;
10. Support the sustainable development of the environment.

The Macao Consumer Council established the “Code of Practice” for the Retail Industry of Mobile Phones. Those retail outlets that are entitled to the “Certified Shop” emblems should comply with the “Code of Practice” below.

Product description
1. Prices of products/services should be labeled clearly in MOP.
2. Product information should be explained to consumers in a clear, accurate, and appropriate way.
3. In case certain regulation(s) is specified or a repair station is designated by a certain brand, the shop should have all the regulation(s)/information clearly listed in a prominent place at the premise, or have them printed on the invoice to ensure consumers are informed;
4. The shop must ensure that consumers are informed of the following product information, and have them stated clearly on the invoice:
   1. The original designated region of sale, such as ‘product from authorized Macao retailers’/’product from authorized HK retailer’, etc..
   2. The terms and conditions of the warranty and after-sales services of the product.
After-sale service
5. Defective mobile phone can be returned and exchanged for the same model and colour within 7 days of purchase (except in the case where the brand has other specific regulations).
6. The product is entitled to one year’s warranty from the date of purchase (except in the case of *handling damage).
7. Accessories of the mobile phone are entitled to three month’s warranty from the date of purchase (except in the case of *handling damage).
8. It should take no more than 45 working days for warranty repair service to any defective product if there is no repair station in Macao.
9. A proof of delivery listing the repairing item(s) and date of receipt should be provided to the consumer for any repair/warranty service;
10. No shipping and handling fee should be charged, and unlimited number of repair requests should be provided during the warranty period.
Others
11. Pay attention to the quality and safety of products.
12. Support the sustainable development of the environment.
13. Provide consumers with products that they request.

* Handling damage includes damaged warranty seal, unauthorized repair on the product, inflow or splashing of any food or liquid to the product, obvious damage or crack on the product, or the use of any software not approved by the mobile phone brands.

The Macao Consumer Council established the “Code of Practice” for the Electrical Appliance Retailers. Those electrical appliance stores that are entitled to the “Certified Shop” emblems should:

1. indicate the price of the products;
2. ensure the products meet the safety standards;
3. offer at least one year's warranty and inform consumers about the warranty terms and conditions;
4. ensure, and inform consumers of, the source of the products (from authorized dealers or parallel importers);
5. ensure that the electrical appliance(s) are delivered to consumers on time;
6. provide after-sales service (e.g. installation services);
7. support the sustainable development of the environment;
8. inform consumers about the restrictions on the parts and warranty terms, and inform consumers if any parts or accessories of the electrical appliance are no longer in production.

The Macao Consumer Council, together with the Computer Chamber of Macau, established the “Code of Practice” for the Retail Industry of Computer and Information Technology. Those retail outlets that are entitled to the “Certified Shop” emblems should:

1. observe the service spirit that the “consumer comes first”;
2. ensure that consumers are protected under the laws of the Macao SAR Government;
3. indicate the price of the products and provide consumers with quotations on request;
4. indicate clearly the information about the products;
5. indicate clearly the warranty terms and conditions (if applicable);
6. indicate to consumers the services covered for the software;
7. ensure that the products are accompanied by a warranty card (where appropriate);
8. refrain from selling, and promise to recall, all hazardous products;
9. ensure the origins and quality of the products as well as supporting the sustainable development of the environment;
10. ensure that front line staff possess professional knowledge and promptly answer customers' enquiries; and provide excellent customer service;
11. promote the products as discounted items only when the store really offers a reduction in price;
12. indicate the duration of the warranty for all the products.

The Macao Consumer Council, together with the Goldsmiths' Guild, established the “Code of Practice” for Jewellers and Goldsmiths. Retail shops that are entitled to the “Certified Shop” emblem should comply with this “Code of Practice”, offer consumers with quality products and serve with honesty and integrity.

1. Participate in the sampling plan for “Certificate of Gold” and abide by the relevant regulations;
2. Information of the product should be made available on the product label in a clear, sufficient, and accurate way, in particular the following,:
   1. Price of the product and all relevant fees;
   2. Weight and cut of diamond;
   3. Processing method of jadeite jade products (natural or treated jadeite jade)
3. For the sale of the relevant product, the following information must be included in the invoice, and the consumer must be explained to so that he is aware of and acknowledges the details:
   1. Purity of gold ornaments;
   2. Processing method of jadeite jade products (natural or treated jadeite jade);
   3. Weight, cut, and certification number of diamond (if any);
   4. Grading of gem (if any);
   5. After-sale service, terms for refund and exchange of product and guarantee, terms of risk (if any);
4. Respect intellectual property by not selling nor designing products that contain infringing copyright material;
5. Establish terms and regulations regarding sales and after-sales service according to the trader’s own capability and ensure the consumer acknowledges the relevant terms and regulations before making payment;
6. Establish terms and regulations regarding sales and after-sales service that are operable and take the initiative to inform the consumer of them, consumer’s prior consent must be obtained for any additional charges involved in after-sales service;
7. The consumer must be informed of in advance regarding any possible problem or risk that may arise from the service;
8. Refrain from using promotional materials or information that may be misleading to consumers.
9. The informational announcement(s) defined in Lei da comercialização do ouro (Gold Trading Law) must be affixed at a prominent place at the shop;
10. Provide service to consumers with sincerity and enthusiasm;
11. Encourage staff to participate in training programmes that may enhance service quality and professional knowledge.

The Macao Consumer Council, together with Macau Pharmacies Association, established the “Code of Practice” for pharmacy and medicines store. Shops that are entitled to the “Certified Shop” emblem should comply with this “Code of Practice” for the provision of quality products and services to consumers.

Business environment
1. Business premises must be kept tidy and in good hygienic condition, lighting, ventilation, temperature and humidity should be maintained to ensure products are stored in a suitable environment to avoid product quality being affected.
2. Entrance and exit must be kept clear and not obstructed by any inventory or obstacles.
3. Business must be operated in accordance with laws and regulations on pharmaceutical activities and pharmaceutical activities of traditional Chinese medicine.
Sales and operation policy
4. Choose from licensed, lawful, and reliable suppliers to ensure product quality.
5. Do not sell any medicines or products that infringe intellectual property rights, are expired, spoiled, not deemed safe and not registered.
6. Undertake to recall products that are defective (whatever confirmed or suspected), and provide a refund mechanism to consumers for those defective products.
7. Retail products and products in display should be distinguished clearly on the business premises; and prices for non-display products shall be marked clearly in MOP.
8. Any discount and its promotion period should be marked conspicuously, together with the original price of the product for comparison.
9. Appropriate consultation (not including medical assessment) on the usage, dosage, and precautions of the product, especially its side-effects and contraindication, etc must be offered to consumers.
10. Medicines or products that require specific storage condition other than room temperature (e.g. keep refrigerated) must be offered to consumers appropriately and consumers must be properly reminded of such condition.
11. Do not adopt marketing strategies that may annoy, coerce, urge or confuse consumers, thus affecting them to make decisions.
12. In case an ordered product is not delivered on time, consumers must be offered either a solution or a refund.
13. Each consumer must be treated fairly and reasonably.
14. Consumer’s purchase records and personal data must be kept confidentially.
15. Business hours must be displayed prominently at the entrance.
16. Provide shopping receipts to consumers without being requested.

The Macao Consumer Council, together with the Hong Kong and Macao Bird's Nest Trade Association, established the “Code of Practice” for Bird's Nest Retailers. The bird's nest retail outlets that are entitled to the “certified shop” emblems should:

1. comply with the laws of the Macao Special Administrative Region;
2. guarantee to sell only authentic products;
3. have mechanisms in place whereby quality, hygienic and safety considerations become part of the daily process of product procurement, delivery, and sale;
4. mark the products with detailed, genuine and accurate information; and the information provided should include country of origin, type, grade, etc.;
5. display explicitly the retail prices and measuring units of the products;
6. satisfy the needs of tourists, the unit selling prices of the products should be displayed not only in Patacas, but also in Hong Kong dollars and Reminbi, and should also be calculated using both metric (e.g. gram) and non-metric units (e.g. tael);
7. ensure that a receipt is given to consumers, with the details of the products printed in the receipt;
8. provide after-sales service, such as providing consumers with proper cooking procedures for bird's nest, and labelling the cooking procedures on the package/receipt;
9. have procedure in place to handle consumers' enquiries quickly and efficiently and to recall effectively any faulty products;
10. set up mechanisms and channels to effectively handle consumer complaints;
11. ensure that complaints are dealt with in a positive and quick manner;
12. have the refund policy clearly printed on the receipt (if applicable);
13. ensure that all advertising and marketing materials are true, and do not contain misleading information;
14. have appropriate internal measures to ensure that their staff provide good and professional before- and after-sales service to consumers;
15. support the sustainable development of the environment.

The Macao SAR Government Consumer Council established the “Code of Practice” for beauty industry. Retail outlets that are entitled to the “Certified Shop” emblem should not only abide by local laws and regulations but also comply with the “Regulations of Certified Shops” and the related “Code of Practice” for the provision of quality products and services to consumers.

Sales and promotion practices

1. The price of the product or service must be marked in a visible, legible and doubt-free manner in MOP; the price, unit, duration and/or details of a service, if any, shall be posted in the commercial establishment or made available through a price list;
2. Information such as price, function and characteristics of the product or service must be provided in a factual manner to the consumer;
3. Name of the beauty service and other information related to the service, including ingredients of the product used, total price of the service, payment terms, usage period and frequencies, restrictions on use, effects, risks and any precautions should be delivered to the consumer voluntarily in a clear, accurate and understandable manner;
4. Beauty service (especially prepaid package) should be sold according to availability of staff and equipment;
5. Consumers’ reservations must be arranged in an honest manner to ensure all beauty services can be completed within a reasonable period of time;
6. Before concluding a service contract, the venue and the relevant equipment should be available for visit by the consumer upon request;
7. Contract provisions must be made in a lawful, reasonable and fair manner, and that the interests of consumers shall be taken into account as well. Meanwhile, such provisions should be easy to understand.
8. No medical judgement, comment or treatment should be made;
9. Do not adopt marketing strategies that may annoy, coerce, urge, be disrespectful to or confuse consumers, thus affecting them to make decisions;
10. Advertisements and promotion must be true and accurate, do not use any claim or promotion without scientific or medical evidence;
11. Strictly comply with “Personal Data Protection Act”;

Quality of services and products

12. Ensure the equipment and devices being used have been sanitized and conform to safety standard;
13. The consumer must be informed of the validity date and other precautions of the product prior to selling or using the product;
14. Ensure all beauty technicians and related staff possess sufficient knowledge and capability to operate the equipment and devices;
15. Any available certificate of qualification/safety standard of the professional beauty devices shall be posted in a conspicuous place at the premise;

Prepayment consumption (if applicable)

16. The consumer must be informed of his or her rights, mode of exercise and consequences stipulated by law in a precise and clear way;
17. Aside from issuing the proof of the prepayment contract to the consumer as stipulated by law, options for service delivery and manner of making appointment shall be convenient to the consumer so that the consumer may request delivery of the service in stages or series of steps.

The Macao Consumer Council has established the “Code of Practice” for Intermediary Services in Real Estate Operations. Those real estate agencies that are entitled to the “Certified Shop” emblem should comply with the code.

1. The estate agents should comply with the laws of the Macao SAR Government, especially Law no. 16/2012 (amended by Law no. 7/2014) “Actividade de mediação imobiliária” (law applied to the intermediary services in real estate operations) and Administrative Regulation no. 4/2013 (amended by Administrative Regulation no.17/2014) “Regulamentação da Lei da actividade de mediação imobiliária” (enforcement rules of the law applied to the intermediary services in real estate operations).
2. To ensure the interests of both parties involved, the estate agent should sign an estate agent agreement with his or her client*, and the estate agent should explain clearly to the client the terms and conditions of the agreement. As Chinese and Portuguese are both the official languages of Macao, the agreement should be written in either language. It is suggested to prepare an English translation of the agreement in case the clients are not familiar with the official languages.
3. The agreement lists out the valid contract period, duties of the estate agent, the amount of commission and deposit to be paid by the client, the time and manner of payment, as well as the items stated explicitly in the law “Actividade de mediação imobiliária”.
4. The estate agent should request the owner to provide information in proof of the ownership of the property, including the promissory contract* of sale and purchase, written report or certificate of registration of property issued by the Property Registration Department, and (if any) information on alterations made to the property, and/or the maintenance fee involved.
   *The estate agents should comply with the requirements of Law no. 8/2005 “Lei da Protecção de Dados Pessoais” (the Personal Data Protection Act) when collecting, storing, processing and transmitting of the personal data of the clients.
5. Copies of all the documents signed should be provided to the client.
6. The estate agent should request the client to provide clear and proper instructions regarding property transaction, especially when making an offer or counter-offer.
7. Upon receiving any deposit or money on the client’s behalf, the estate agent should inform the client and a receipt for the money received, together with the signature and license number of the estate agent, should be issued to both the purchaser and the seller (should the agent sign the contract on his/her client’s behalf, a valid power of attorney granted for that purpose should be presented to the other party).
8. Before the completion of any sale and purchase or lease of the property, the owner or landlord should present the original copy of the written report or certificate of registration of property.
9. On completion of the sale and purchase of the property, both the purchaser and the seller become liable for payment of their part of the commission to the real estate agent.
1. Unless otherwise specified in the estate agent agreement, when placing a deposit to secure a property, both the purchaser and the seller are liable to pay a part of the commission to the estate agent. The remaining amount should be paid upon the signing of the sale and purchase agreement at the notary public office or a solicitor’s office, or upon changing the name(s) of the property ownership with the developer.
2. Unless otherwise specified in the estate agent agreement, the commission paid by both the purchaser and the seller to the estate agent is non-refundable; unless the agent infringes the law “Actividade de mediação imobiliária” and the terms stated in this Code, then the commission paid can be returned to the two parties.
3. Unless otherwise specified in the estate agent agreement, after the deposit is paid under the agreement, if the purchaser relinquishes the deposit or the seller refunds the deposit, the commission already paid by the defaulting party will not be returned, and that he/she is also liable for payment of all the commission to the estate agent.
10. On completion of the lease of property, both the landlord and the tenant are liable for payment of their part of the commission to the estate agent.
1. Unless otherwise specified in the estate agent agreement, when placing a deposit to secure a lease, both the landlord and the tenant are liable for payment of some of the commission to the estate agent, the remaining amount should be paid upon signing of the lease. The commission paid will not be returned unless the appointed estate agent infringes the law “Actividade de mediação imobiliária” and the terms stated in this Code.
2. Unless otherwise specified in the estate agent agreement, after the deposit is paid under the agreement, if the tenant relinquishes the deposit or the landlord refunds the deposit, the commission paid by the defaulting party will not be returned, and that he/she is also liable for payment of all the commission to the estate agent.
11. Unless otherwise specified in the sale and purchase agreement, on completion of the sale and purchase of property, the purchaser is liable for payment of the stamp duty, deed tax, registration fee and legal fee. The seller is liable for payment of the property tax and government rent before changing the name(s) of the property ownership, and other expenses including the overdue payments for management fee, electricity, water and central liquefied petroleum (LPG) supply, etc..
12. Contents of all real estate advertising and promotional materials should be consistent with the information contained in the certificate of registration of property, and that the information should be factual and accurate.
13. All advertisements of the properties (including those posted in the shops) should be updated, and advertisements of those properties that have been sold or leased should be removed.
14. Display clearly the prices in the legal tender of Macao, other currencies, e.g. HKD, are for references only.
15. If the property prices are calculated by square foot, the type of area information, i.e. whether the calculation is based on saleable area or gross floor area, should be clearly indicated.
16. All estate agents need to collaborate and commit themselves to strive continuously to conduct business ethically and with the highest professional standards, and also to provide quality service.
17. Should any of the estate agents fail to comply with this Code, customers may lodge a complaint with the Macao Consumer Council.

Remarks:

*Client refers to the natural person(s), including the owner or his/her agent; intended purchaser/tenant or his/her agent, who requests services from an estate agent/real estate agency.

In case of any discrepancies between the Chinese and the English translation, the Chinese version will prevail.

The Macao Consumer Council established the “Code of Practice” for clothing and apparel retailers. Shops that are entitled to the “Certified Shop” emblem should comply with this “Code of Practice” for the provision of quality products and services to consumers.

Business environment

1. Business premises must be kept tidy and in good hygienic condition; lighting, ventilation, temperature and humidity should be maintained to ensure clothing and apparel products are stored in a suitable environment to avoid getting damp and product quality being affected;

Sales and operation policy

2. Accurate business information must be provided to consumers; except for special circumstances, shops are required to open within its business hours accordingly to avoid irregular operation situation;
3. General retail products should be distinguished clearly from special offer/defective goods on the business premises. If there is any special arrangement in the after-sales services for such special offer/defective goods, such information and special details of the items, as well as the relevant terms should be marked conspicuously near them and listed explicitly on the receipts.
4. Any discount and its promotion period should be marked conspicuously, together with the original price of the product for comparison.
5. If clothing and apparel products are imported from countries or regions with different sizing or measuring specifications, such information should be explained to consumers, especially the variation of sizing in different regions.
6. Choose from reliable suppliers, refrain from selling counterfeits or products that infringe copyright. Accurate origins of products should be provided when requested by consumers.
7. Any applicable charges or extra fees and the amount (such as clothing alteration fees) must be clearly explained to consumers before transaction is made.
8. Products that require special attention during usage or cleaning must be known to consumers, consumers should also be provided with instructions on how to properly handle or clean the products.
9. Confirm with consumers the sizes of clothing and apparel goods before transaction is completed to avoid wrong sizes, different sizes between shoes or shoes of the same foot.
10.Provide shopping receipts to consumers without being requested (the contents therein must include the name of the product, price, size, date of transaction, name of the business, and contact methods, etc.).
11.If consumer’s pre-order (either fully paid or partially paid) is accepted, a shopping receipt or invoice, with the product arrival date or estimated arrival date, must be issued to the consumer; the consumer must also be informed that the receipt must be presented for picking up the goods ordered. In case of loss of the mentioned receipt, alternate handling methods must be offered to the consumer.
12.Goods ordered by the consumer must be handled properly, solutions must be offered to the consumer in case of late delivery, or the business should refund the amount paid by the consumer if requested.
13.If warranty service is offered, the authentic warranty card or proof must be provided to the consumer. Alternatively, information such as the scope of warranty, terms and period of time, etc. must be listed on the receipt for the provision of good after-sales service to consumers.
14.Adopt good business practice when selling products, and do not sell products in ways that involve coercion or urging.
15.If the item returned by a consumer is in good condition, which includes the original packaging and does not affect its sellable condition, the business shall accept the consumer’s request to return or exchange the item within 7 days of purchase, provided that the receipt is available.
16.Support the sustainable development of the environment and refrain from over packaging.

The Macao Consumer Council, together with Macao Pastry Specialty Association, established the “Code of Practice” for souvenir retailers (specialty foods). Shops that are entitled to the “Certified Shop” emblem should comply with this “Code of Practice” for the provision of quality products and services to consumers.

Business environment

1. Business premises must be kept tidy and in good hygienic condition, lighting, ventilation, temperature and humidity should be maintained to ensure products are stored in a suitable environment to avoid product quality being affected;
2. Entrance and exit must be kept clear and not obstructed by any inventory or obstacles; clear instructions to queue for payment or product pick-up should be available on the business premises
3. Sales area and food preparation area must be separated clearly to ensure hygiene and cleanliness; notices should also be in place to remind consumers to prevent accidents during food preparation;

Sales and operation policy

4. Accurate business information must be provided to consumers; except for special circumstances, shops are required to open within its business hours accordingly to avoid irregular operation situation;
5. Strictly abide by legislations, especially “Food Safety Law”, “List of Substances Prohibited to Use in Food”, “Food Labelling Law”, “Legal Units of Measure System”, “Weights and Measures Operations Law”, “Restriction on the Provision of Plastic Bags Law”, as well as other related regulations;
6. Product prices and the related measuring units must be displayed explicitly in MOP. If payments are accepted in currencies other than the legal tender of Macao, the prices in those currencies or the exchange rates of those currencies to the legal tender of Macao must be displayed explicitly in a conspicuous place on the business premises;
7. If different payment methods are accepted other than cash, such payment methods must be displayed in a conspicuous place on the business premises, together with any possible charges (e.g. service charge, etc.);
8. Retail products and products in display should be distinguished clearly on the business premises; prices for non-display products shall be marked clearly in MOP;
9. Any discount and its promotion period should be marked conspicuously, together with the original price of the product for comparison;
10. Maintain the hygienic condition and guarantee the accuracy of measuring equipment, and ensure that the consumer can inspect the result after product is weighed each time.
11. Sell safe and hygienic food products, take regular inspections on pre-packaged food products, and do not engage in selling food products that are beyond expiry dates;
12. Adopt good business practice when selling food products, do not sell products in ways that involve forced bundling, coercion or urging;
13. Each consumer must be treated fairly and reasonably with a sincere attitude;
14. Provide shopping receipts to consumers without being requested (the contents therein must include the name of the food product, price, weight, date of transaction, name of the business, and contact methods, etc.);
15. Support the sustainable development of the environment and refrain from over packaging;
16. Any applicable transportation surcharge or shipping cost must be listed clearly if transportation service is available; products must be packed in a way suitable for extended period of storage and consumers must be informed of the valid consumption dates. If perishable food is involved, any risks involved during transportation that may affect food safety or food appearance, and the responsibilities that should be borne by consumers must be explained explicitly.

The Macao Consumer Council, together with the Macau Photography and Printing Traders Association, established the “Code of Practice” for Photographic Equipment Supplies and Photo Printing Services. Those retail shops that are entitled to the “Certified Shop” emblems should comply with the “Code of Practice” below.

A. Photographic Equipment - Retail Service

Retailers should inform consumers and state clearly on the receipt that the items they purchase are either from authorized dealers or parallel importers.

1. Authorized Products
   1. From the date of purchase, the product is entitled to free warranty service within the warranty period provided by the manufacturer/supplier under the warranty terms and conditions listed below:
      1. Consumers must present the original warranty document and purchase invoice in order to get the relevant warranty services;
      2. If the product has been damaged after purchase¹ , the product is not entitled to free warranty service;
      3. Should dust specks/marks or scratches are found on the product, the product is not covered by this warranty;
      4. There should be no surface damage and/or scratches on the product after purchase.
   2. If the item has a screen, then the warranty provided by the manufacturer/supplier does not cover damage due to cracks on the screen and the consumer is liable to pay for its repair.
   3. The consumer shall receive no refund or exchange if the request is not related to product quality.
   4. Accessories are not entitled to any free warranty service.
   5. During the warranty period, any defective product that needs to be repaired and there is no repair centre in Macao, the consumer can request the retailer to send the defective product to the manufacturer/supplier out of Macao for repair. As this is an additional service rendered by the retailer, the consumer is liable for all the shipping fees.
2. Parallel Imported Products
   1. The consumer should examine the product carefully and become familiar with the brand, model, features and price of the product before purchase. In addition, the consumer should recognize that the purchased product is a parallel imported product and should understand the warranty terms and conditions.
   2. There is no warranty for the covers and accessories of parallel imported products.
   3. Consumers are liable to pay for repairs to any defective product.
3. Free Gift
   1. No refund or warranty service.
4. Others
   1. Retailers should assure the quality and safety of the products and support sustainable development of the environment.
   2. When recommending products to consumers, retailers should only express their opinions and explain the features of the products, and let the consumers make the purchase decision.
   3. The retail prices should be labelled in the legal tender of Macao (patacas). Retail prices of other currencies should also be displayed in a lucid way if payments are accepted in currencies other than the legal tender of Macao.

¹Handling damage:

1. product has been repaired by an unauthorized service centre;
2. food or liquid has been spilled on or into the product;
3. any surface damage or crack.

B. Photo Printing Service

1. If the company loses or causes damages to the photographic films or negatives of the consumer, the company is liable to compensate the consumer for up to twice the cost of the photo printing service charge.
2. The company shall not be responsible for any damage or loss of data that may result from any unforeseeable risks in the process of reading the data from the computer devices. The company should display a notice reminding consumers to have a data backup.
3. Should the company fail to complete the photo printing service on time due to technical problems or ‘force majeure' events, the company can either extend the deadline by 7 days, or have the service cancelled. In such a case, the company must reimburse the consumer for the total amount.
4. If the consumer's request for the photo printing service is detrimental to the interest of the industry or against business ethics, the company has the right to refuse service.
5. If the company cannot gain access to the consumer's data (from a USB or memory card etc.) in the computer device, the company can refuse to provide service and return the device to the consumer immediately.
6. The company is responsible for keeping the goods and services provided to the consumer for 6 months. Goods not claimed after that period will be disposed of at the company's discretion.

C. Photography and Video Services

For the provision of photography and video recording services for weddings and social functions, the photographer reserves the right to capture the essence of the functions, but not the whole event. In the unlikely event that a problem arises due to equipment failure or human error and the company is unable to provide appropriate service, the company is liable to compensate the consumers for twice the amount of deposit received for the photography and video recording services.

The Macao Consumer Council established the “Code of Practice” for Optical Retail Industry. The optical retail outlets that are entitled to the “certified shop” emblems should:

1. label the selling price of the product in Patacas, and in other currencies if applicable;
2. offer professional eyewear dispensing services and have the following items listed on the receipt or on the eyeglass prescription: the power of the sphere and astigmatism , the axis of astigmatism, the power and base of the prism (if applicable), pupil distance and height (if applicable, and this should be listed clearly for progressive lenses);
3. state clearly on the receipt the brand(s) and functions of the frames and lenses, where applicable; optical retail outlets should not exaggerate the functions and features of the lenses and/or sell products which are not fit for purpose;
4. provide consumers with information on the correct handling and cleaning of eye glasses and contact lenses;
5. refrain from selling any counterfeit products;
6. refrain from selling contact lenses and contact lens cleaners which have reached or exceeded their expiry dates;
7. indicate clearly the price of the product after the discount or the percentage of discount offered on the product has been fixed, and avoid the use of any unscrupulous selling tactics;
8. before any transaction occurs, inform consumers of additional charges and amounts in respect of additional services rendered, e.g. redispensing of lenses upon the request of the consumer;
9. ensure that a receipt or an invoice is given to consumers for a pre-purchase order (for either full or partial payment);
10. ensure that consumers' purchase orders are handled in an efficient and transparent way;
11. request consumers to present the receipt for ordered goods upon pickup, for identification and verification purposes;
12. ensure that the items are in good condition and with their original package/packing;
13. state clearly on the invoice the warranty period, terms and conditions in relation to the item(s) purchased, where applicable;
14. provide agreed after-sales service;
15. ensure that the power, the axis of astigmatism, the power and base of the prism and the difference of the measurement from the optical centre to be within the permissible error limit as determined by the optical profession.

The Macao Consumer Council established its “Code of Practice” for the Furniture Retail Industry. The furniture retail outlets that are entitled to the “certified shop” emblem should:

General provisions:

1. label the selling price of the product in Patacas, and in other currencies if applicable;
2. indicate clearly the price of the product after the discount or the percentage of discount offered on the product has been fixed, and avoid the use of any unscrupulous selling tactics;
3. state clearly to consumers if the furniture for sale is an ex-display item;
4. inform consumers in advance if delivery and assembly services are not offered;
5. guarantee to consumers that the purchased furniture will be delivered on the date promised;
6. ensure that consumers' purchase orders are handled in an efficient and proper manner;
7. request consumers to present the receipt for ordered goods upon pickup, for identification and verification purposes;
8. provide consumers with information on how to dispose of, and clean, the product(s);
9. state clearly on the invoice the warranty period, terms and conditions in relation to the product(s) purchased;
10. provide the agreed after-sales service.
11. ensure that a receipt or an invoice is given to consumers for a pre-purchase order (in respect of either full or partial payment).

Finished/stock products

1. label the country of origin of the furniture materials, and the place where the products are manufactured/processed (label either the manufactured or processed place of the products);
2. refrain from selling all hazardous and potentially hazardous products;
3. provide the consumer(s) with the safety/quality assurance certificate for the product (if applicable).

Custom-made products

1. make the furniture according to the consumer's request, and no change should be made to the consumer's requirement listed on the order form without the consumer's acknowledgement;
2. have the detailed requirements of the consumers, including the materials, sizes, colors, accessories, payment method and date of delivery, listed on the order form;
3. have the order form with all the requirements listed, signed and confirmed by both parties.

The Macao Consumer Council has established the “Code of Practice” for the watch and clock retail industry. Those watch and clock retail outlets that are entitled to the “Certified Shop” emblems should abide by the code below.

1. Retailers should label the selling price of the product in Patacas, and in other currencies if applicable.
2. Retailers should indicate clearly the price of the product after the discount or the percentage of discount offered on the product has been fixed, avoiding unscrupulous selling tactics.
3. Retailers should refrain from selling any counterfeit product.
4. Retailers should provide consumers with accurate and detailed information about the product, and inform consumers about the restrictions on the parts and warranty terms, especially if a warranty service is not provided in the consumers' home residence.
5. Only when the conditions stated below are met may a clock and watch retailer use the expressions containing the words “Swiss made” or “Swiss” as a sales method to sell the product (see below: Remarks 1, 2 and 3):
   1. its movement is Swiss made ( see below: Remark 4);
   2. its movement has been cased up in Switzerland (see below: Remark 5);
   3. the manufacturer carries out the final inspection in Switzerland.
6. Retailers should provide consumers with an invoice or a receipt, and state clearly on it the basic information of the product sold, e.g. brand, model number, serial number and warranty terms and conditions, and should also state in particular whether the product purchased is an ‘authorized product’, a ‘parallel imported product’ or a ‘second hand product’.
7. Retailers should provide the warranty card of the product for the consumers and explain to them clearly the warranty terms and conditions, e.g. the duration of the warranty, information on the warranty service provider, warranty terms and/or fee charged (where applicable).
8. Retailers should comply with the “Commercial Gold Law” if gold ornamental clocks and watches are for sale in the retail outlets.
9. Retailers should inform consumers if the watch has been processed outside the original equipment manufacturer (OEM), and state clearly on the receipt the details regarding the processing parts and the maintenance terms, etc..
10. 10. Retailers should provide after-sales service (e.g. information on care and operations of watches).

Remark 1: If only the movement of the watch is Swiss made, but the watch is not assembled in Switzerland, the “Swiss” indication can only be affixed on the movement. “Mouvement suisse” or only the “Swiss movement” indication can appear on the outside of the watch, and the word “movement” or “Mouvement” has to appear in full, and to be written in the same type-face, of the same size and color, as the word “Swiss” or “Suisse”.

Remark 2: The “Swiss parts” indication can be used if the parts of the movement have been manufactured in Switzerland but assembled abroad. This indication can only be affixed on the movement but never on the outside of the watch.

Remark 3: Only watches that are manufactured in Switzerland can bear the “Swiss Quartz” indication. Other watches with a Swiss made quartz movement cannot have this indication affixed.

Remark 4: A watch movement is considered to be a Swiss movement if both the assembly and final inspection have been carried out in Switzerland. Further, the components of Swiss manufacture should account for a minimum of 60% of the overall value, without taking into account the cost of assembly.

Remark 5: For mechanical and electronic watches, at least 60% of the manufacturing costs should stem from operations carried out in Switzerland, and the construction and prototypes of the watch must be carried out in Switzerland.

The Macao Consumer Council has established the “Code of Practice” for food and beverage services. The food and beverage outlets that are entitled to the “Certified Shop’ emblems should:

1. comply with the laws of the Macao Special Administrative Region;
2. list explicitly on the menu the measuring units and the retail prices of the food, service charges and any additional charges (e.g. take-out containers) in the legal tender of Macao, and update the relevant information timely;
3. ensure the food served matches the menu description;
4. guarantee the accuracy of the measuring equipment or instrument and ensure that the consumers can see the result displayed on it;
5. ensure the source and quality of the ingredients and that the food served should be safe to eat; in addition, as stipulated in Section3, Article 5 of Law No. 5/2013 “Food Safety Law”, the food producers and traders should keep and preserve the purchase and sales records and invoices within a specified period of time, and in case a food safety risk has existed or may exist, they are obliged to inform the Civic and Municipal Affairs Bureau about the risk;
6. ensure the hygienic conditions of the food premises;
7. ensure that all employees understand and follow basic food hygiene and safety practices;
8. keep all the cooking utensils and tableware clean and store them properly to prevent contamination;
9. respect consumers’ choice and provide them with sauces or tissue papers and other services upon their request, and have the relevant charges listed clearly;
10. provide receipts or invoices upon consumers’ request;
11. update promotional information timely and ensure the contents are accurate and current;
12. state clearly the validity period and the terms and conditions applied to cash vouchers and coupons, and have a policy to ensure consumers have access to adequate supply of goods and accurate booking information to consume the cash vouchers and coupons within the validity period;
13. support the sustainable development of the environment.

The Macao Consumer Council has established the ‘Code of Practice’ on outbound travel service provided by travel industries. Those travel agencies entitled to the ‘Certified Shop’ emblems should:

1. comply with the laws of the Macao Special Administrative Region;
2. provide courteous and sincere service to consumers;
3. have the following items stated clearly in the contract so that they can be easily read and understood, and the staff should explain the items in detail to the consumers:
   1. the responsibilities towards consumers;
   2. tour fares, other charged items and relative fees, and that the prices should be labelled in MOP;
   3. items not included in the tour fares (e.g. insurance, visa charges, additional baggage charges, etc.);
   4. a reference price in the relevant currency should be listed should any fee be charged at the destination;
   5. general policy for chartered tour and its pricing strategy (if applicable)；
   6. general policy in the event of cancellation and alteration of a package tour at consumer’s request;
   7. arrangements after tour cancellation/alteration for reasons beyond control (hostilities, political unrest, terror attacks, natural disasters, etc.).
4. have a mechanism in place to protect consumer privacy;
5. ensure that goods and services provided meet the requirements for the safety of consumers’ lives and property.
6. provide consumers with written information about the travel products：
   1. payment details (including tour fares, departure tax, fuel surcharges, etc.);
   2. any optional activities that are excluded in the package tour with the reference prices of the relevant activities for consumers’ reference (if applicable);
   3. transportation schedules and arrangements;
   4. aircraft type, flight schedule and cabin class;
   5. means of transportation arranged at the destination;
   6. dining and accommodation arrangement, including hotel ratings and room types;
   7. tourist attractions and itinerary.
7. notify the consumers within a reasonable time period and provide them with other suitable options to ensure that they have ample time to choose and reschedule their travel plans in the event of any alteration or cancellation of the itinerary;
8. assist the consumer if he/she encounters any problems during the trip;
9. provide invoice with basic contact information of the business and the payment details;
10. ensure the contents of advertisements and promotional activities are not misleading;
11. establish internal guidelines to ensure effective communication with third-party service providers (airlines, local travel agencies and hotels, etc.).

The Macao Consumer Council established the Code of Practice for the Retail industry of Pet Products and Services. Shops that are entitled to the “Certified Shop” emblem should abide by this Code, and provide consumers with high quality pet products and safe services.

Sales of pet products:
1. The retailer should provide consumers with detailed information, including the price, country of origin, expiry date, ingredients or product labels, etc. of all products that are up for sale.
2. The retailer should provide consumers information about proper usage and precautions of the products.
3. The retailer should not sell any products that are proved to be dangerous and should promise to recall such products.
4. Products should not be promoted as discounted items unless they are sold with a reduction in price in the shop.
5. Ensure that the sources of products are legal and traceable.
6. Products must be stored properly.
7. The retailer should confirm whether the pet is allergic to the product or medicine before selling it to the consumer.
8. The retailer should try to solve the consumer’s problem promptly should there be any unwell or adverse reaction happened to the pet after using the product;
9. The retailer should be sincere and adopt good business practice when selling his products to consumers.
10. Selling of expired products are prohibited.
11. Support the sustainable development of the environment.

Pet services:
1. The retailer should strictly abide by the “Animal Protection Law”.
2. The premise where services are offered should be kept clean and safe.
3. Equipment must be used in a lawful and professional way, and that they should meet safety standards.
4. The retailer should adopt sincere and sound business practices when recommending services to consumers, and should not engage in unscrupulous sales tactics, such as forcing, urging and misleading consumers to purchase; and that consumers should also be given ample time to consider before making decision.
5. The retailer shall arrange consumers' appointments for service in a genuine way and evaluate the manpower and capacity to ensure that service is being provided in a reasonable time frame.
6. If prepayment consumption is adopted, the retailer should avoid excessive sale of prepayment coupons or packages.
7. Terms of service and validity period of prepayment coupons and packages must be stated clearly on the invoice.
8. The retailer should provide a record for each prepaid service offered to consumers.
9. Services should only be offered after the prepaid service contract is signed by the consumers.
10. The retailer should check the health condition of the pet with the consumer at time of receiving it, and record in details the physical condition of the pet before and after providing service.
11. The retailer should take the initiative to see if the service offered is suitable for the pet, and explain in detail to the consumer the name of the pet service offered, detailed contents of the service, ingredients of the products used, price, payment method, validity period/number of usages of the services, restrictions, effectiveness, risk and contra-indications, etc..
12. To ensure the health and safety of the pet during the time of service, the retailer should establish emergency guidelines, and get contact information from the consumer for instant contact.
13. The retailer should inform and resolve consumer’s problems if the pet experiences any adverse physical reactions during or after the services, and that detailed and appropriate check-up should be made. The retailer should also consider an exchange in products, treatments or services upon request of the consumer.
14. The retailer should report to the consumer if he finds anything peculiar to the pet’s physical condition, and can therefore refuse to provide service to the pet.
15. Contents of service, price, and its pricing strategy must be stated clearly.