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Return Policy


GENERAL RETURNS REQUIREMENTS

Goods returned to without an Authorization number will not be accepted. To obtain a valid return authorization, contact our Customer Service at (852) 2759 8199 or sales@neware.com.hk. Be prepared to provide original purchase information: Purchase Order Number, Confirmation Number and/or Invoice Number.

Returns will be accepted 30 days from receipt date from NeWare Technology (HK) Ltd.

All non-defective returns must be in original packaging, unused and in resalable condition and are subject to a 10% restocking fee.

Returns/ Exchanges may take about one week when there is an extremely busy period. Extra time will be required if we repair the item you returned, which is also for ordering replacement parts and then make repairs.

Products returned in used condition cannot be accepted & credit will be denied.

Please notate your order number on the outside of the package.

Original shipping & handling charges are non-refundable.

Credit will usually be issued within ten (10) business days of receipt of authorized returned goods.

If the original payment is by credit card or PayPal, we will credit your original form of payment or issue a Gift Certificate.

Unauthorized Non-Warranty returns may be assessed additional restocking fees,

Returned to sender (freight collect), or disposed of without credit issuance a NeWare Technology (HK) Ltd's discretion.

OVERAGES, SHORTAGES & DAMAGES (OSD)

Since Title To & Risk of Loss for goods passes to the customer upon acceptance of the goods from the carrier, it is critical that the customer inspect the goods for visible damage before signing and accepting delivery. If damage or shortages are suspected, inspect all items immediately to validate condition and accuracy before signing the Delivery Receipt.

OVERAGES AND SHORTAGES

Notate any shortages or overages on the Delivery Receipt before signing and immediately contact Customer Service at (852) 2759 8199. When making notation on the Delivery Receipt, use specific details and avoid general or generic terms such as “Short Product” or “Missing Item”.

Example of Proper Notation: Missing 3 of item XXXXX.

DAMAGES

Although we do our best to partner with carriers that deliver your products in a timely and damage free manner, accidents do happen. Sometimes the outer carton or crate might look damaged but the product is unaffected. If you suspect that a product was damaged in transit, open and complete a detailed inspection.

VISIBLE DAMAGE

If visible loss or damage is apparent at time of delivery it should be specifically noted on Delivery Receipt. When making notation on the Delivery Receipt, use specific details and avoid general or generic terms such as “box damage”, “torn” or “subject to inspection”.

Example of Proper Notation: Box 2 of 2, item XXXXX has crushed outer corner.

Contact Customer Service immediately to report any damages noted on Delivery Receipt.

Customer Service will initiate replacement orders if needed.

Customer Service will file a claim with the carrier for goods shipped.

CONCEALED DAMAGES

Damage that was not apparent at time of delivery is considered concealed damage.

The customer must notify Customer Service at (852) 2759 8199 of all concealed damages within seven (7) calendar days of receipt of the shipment.

Claims are time sensitive and must be completed immediately.

The customer should retain all damaged goods in their originally received containers & condition pending inspection.

Customer Service will initiate replacement orders if needed.

Customer Service will claim with the carrier for goods shipped.

CANCELLATIONS

Order cancellations are generally accepted pending the order has not been processed or in transit. Once the order has been processed or with a transit carrier, please follow the guidelines above concerning our return policy.

Cancellations on orders placed will incur a 10% processing fee if returned to the original payment method or a full refund in a form of store credit.

Orders that are delayed, backordered, or other pending resolutions for more than 30 days will be automatically cancelled and the buyer will be reimbursed via their original payment method.

CHANGES TO BILLING OR SHIPPING ADDRESS

Changes to a billing / shipping address can usually be done by contacting us at sales@neware.com.hk.

Changes to a shipping address once an item has been shipped may incur charges with the delivery service at the customer’s expense.

* In case there is any inconsistency or conflict between English and Chinese version of this terms and condition, the English version shall prevail. If any disputes, NeWare Technology (HK) Ltd. reserves the right for final decision.