HK TimberBank values your satisfaction with our upcycled, sustainable timber products. Due to the bespoke and natural nature of our ReDESIGN items (crafted from locally salvaged wood), we have specific guidelines for returns and refunds to minimize waste and support our circular economy mission. All sales are final unless the product is defective or not as described.

Eligibility for Returns/Refunds:

• Defective or Damaged Items: Full refund or replacement if the product arrives damaged or has manufacturing defects. Report within 7 days of delivery with photos.
• Wrong Item Shipped: Full refund or exchange if we send the incorrect product. Notify us within 7 days.
• Change of Mind: Not eligible for returns on custom or made-to-order items (e.g., personalized furniture). Non-custom stock items may be returned within 14 days, unopened and in original condition, at your shipping cost.
• Non-Returnable Items: Perishable wood elements, hygiene-related products, or items customized per your specifications.

Process:

1. Contact us at hktimberbank@gmail.com within the eligible timeframe, providing order number, reason, and evidence (e.g., photos).
2. If approved, receive a return authorization and shipping instructions. Use tracked shipping to our Hong Kong facility.
3. Refunds are processed within 10 business days of inspection, via original payment method (minus any shipping fees).
4. Exchanges are subject to availability.

Shipping and Costs:

• Original shipping is non-refundable.
• Return shipping is your responsibility unless due to our error.
• International returns may incur customs fees.

We aim to resolve issues promptly. This policy aligns with Hong Kong consumer protection laws. Last updated: October 15, 2025. For questions, email hktimberbank@gmail.com.