Refund policy
Last updated: August 11, 2026
Handcrafted and One-of-a-Kind Pieces
Each NewTrek Lacquerware piece is made entirely by hand by skilled artisans and may require close to six months to complete. Natural variations in color, lacquer texture, finish, and handcrafted detail are part of the character of the work and make every piece unique. These natural variations are not considered defects.
7-Day Return Request Window
You may request a return within 7 calendar days of receiving your order. Because each piece is individually handcrafted and cannot be resold as new once its original packaging has been opened, returns for change of mind are accepted only when all of the following conditions are met:
- The product's original presentation box, protective packaging, seals, wrapping, tags, and accessories remain completely unopened, unbroken, and intact.
- The item has not been handled, displayed, used, altered, damaged, or removed from its original product packaging.
- The item is returned in the same condition in which it was received, together with all included materials and proof of purchase.
Opening the outer courier shipping carton solely to identify the shipment does not by itself make the item ineligible, provided that the product's original presentation and protective packaging and all seals remain completely unopened and intact.
Once the product's original packaging or seal has been opened, we cannot accept a return or exchange for change of mind.
Damaged, Incorrect, or Missing Items
The unopened-packaging restriction does not apply if your order arrives damaged, incorrect, or incomplete. Please contact us within 7 calendar days of delivery and provide your order number, clear photographs of the item, all packaging, and the shipping label. Please keep the item and all packaging until we complete our review. If the claim is approved, we will arrange an appropriate replacement, repair, return, or refund at no additional cost to you, as applicable.
How to Request a Return
Before sending anything back, email us at support@neotrek.com.hk with your order number and reason for the request. We will review your request and, if approved, provide return instructions and the return address. Items returned without prior authorization will not be accepted.
Return Shipping
For approved change-of-mind returns, the customer is responsible for return shipping costs and any related fees. We strongly recommend using a tracked and insured shipping service. The customer remains responsible for the parcel until it is successfully delivered to the return address we provide. Original shipping charges, customs duties, taxes, and other import fees are non-refundable unless required by applicable law.
Inspection and Refunds
After we receive the returned item, we will inspect the product packaging, seals, and included materials. If the return meets this policy, the refund will be issued to the original payment method within 5 business days after inspection. Your bank or payment provider may require additional time to post the refund.
If the product packaging or seal has been opened, broken, removed, resealed, or otherwise altered, or if any included material is missing, the return will be refused and the item may be sent back to the customer at the customer's expense.
Cancellations
If you need to cancel an order, contact us as soon as possible. We cannot guarantee cancellation after production, preparation, or shipment has begun. Custom, personalized, or commissioned pieces cannot be cancelled once work has started unless required by applicable law.
Legal Rights
Nothing in this policy limits or excludes any rights or remedies that cannot be limited or excluded under the consumer protection laws that apply to your purchase.
Contact
For return questions, contact support@neotrek.com.hk.