Refund policy

This Return & Refund Policy applies to all purchases made on lacquerenergy.com.

1. Return Window

Customers must inspect their order upon delivery. If you wish to request a return, you must contact us within 14 days of receiving your package. We are unable to accept return requests submitted after this 14-day period.

2. How to Request a Return

To start a return, please email us at chen@lacquerenergy.com within 14 days of delivery and include the following information:

Full Name
Order Number
Order Date
Product Name and Color
Reason for Return

3. Return Eligibility

To qualify for a return:

The item must be unused and in brand-new condition.
The item must be returned in its original packaging.
All included accessories, tags, and protective materials must be returned.

Items that show signs of use, damage, or alteration may not be eligible for a refund.

4. Original Packaging Requirement

The original packaging is considered part of the product.

If the item is returned without its original packaging, we reserve the right to:

Reject the return; or
Deduct a repackaging fee of €10 EUR or $10 USD from your refund.

5. Handmade Products

All of our products are handcrafted using natural materials.

Because each item is made by hand, slight variations in color, texture, shape, grain, and other natural characteristics are normal and are not considered defects. Minor natural marks or imperfections are part of the uniqueness and authenticity of handmade products.

If you decide the item does not suit your personal preferences, you may also consider reselling it on trusted secondhand platforms, as handcrafted pieces often retain strong value.

6. Damaged or Incorrect Items

If you receive a defective item or the wrong product, please contact us within 14 days of delivery and provide clear photos of the issue.

In these cases, we will provide an appropriate solution, which may include a replacement, partial refund, full refund, or return shipping coverage at our discretion.

7. Return Shipping Costs

Customers are responsible for all return shipping costs, customs duties, and local taxes unless:

The item is defective; or
We shipped the wrong item.

8. Tracking and Proof of Postage

We strongly recommend using a trackable shipping service.

Please keep your shipping receipt and tracking number until your refund has been processed. We cannot issue a refund for returns lost in transit if no proof of shipment is provided.

9. Inspection and Rejected Returns

All returned items will be inspected upon arrival.

If a return does not meet the conditions of this policy, we may reject the return. In that case, we will send the item back to you at our expense, and no refund will be issued.