PAYMENT & REFUND POLICY

Last updated September 02, 2026

Key Points (for reference only; the full text prevails)
Once an order is confirmed and paid, it cannot be cancelled or changed, and no refunds are given (except where We cancel the order). If Goods are defective, damaged or not as ordered, please email Us within 24 hours of receipt; once We confirm an exchange, the Goods must be sent back within 3 business days. Goods enjoy 45 calendar days of free storage.

1. Scope
This policy applies to all purchases and orders placed on www.neaudio.com.hk (the “Service”), operated by New Energy Audio & Lighting Limited (the “Company”, “We”, “Us”). By completing a purchase, You agree to be bound by this policy.

2. Definitions
• Buyer (“You”) : the individual or entity purchasing Goods through the Service.
• Goods : the products offered for sale on the Service.
• Service : the website www.neaudio.com.hk.
• Business day : any day other than a Sunday or a public holiday in Hong Kong.

3. Order Confirmation, Payment and Delivery
3.1 Binding contract :
An order becomes a legally binding sales contract once You complete the order confirmation step and payment.
3.2 No cancellation or changes :
Once confirmed, an order cannot be cancelled or changed (including model, colour, quantity or specification). All sales are final and no refunds are given, except as set out in Sections 3.4.
3.3 Payment verification :
Accepted payment methods are as shown at checkout. Payments through the third-party payment gateway usually take 1 to 3 business days to clear. We allocate and dispatch Goods only after payment has cleared in our account. For card payments, any exchange rate difference and any fees charged by the card issuer or payment provider are borne by You.
3.4 Cancellation by the Company:
If We cancel an order because of stock shortage, discontinuation, pricing errors or similar reasons (see Section 3 of the Terms of Service), We will refund the purchase price of the Goods You paid, in full, to your original payment method. Additional fees arising from third-party payment methods (such as payment gateway, card or bank charges and currency conversion fees) are not refundable.
3.5 Delivery:
If Goods need to be ordered from our suppliers, We will notify You of the estimated arrival date by email or WhatsApp. Lead times are estimates only. Handover arrangements and transfer of risk are governed by Sections 6 and 7 of the Terms of Service.

4. Product Quality, Exchanges and Warranty
4.1 24-hour notice :
If Goods are defective, damaged or not as ordered, You must notify Us by email (info@neaudio.com.hk) within 24 hours of receipt, and include your PI (Proforma Invoice) number, product model, a description of the issue, and photos or video. For Goods collected in person, please check their condition and quantity at the time of collection. Notifications received after this period will not be accepted for exchange.
4.2 Transit damage :
For damage in transit after Goods are handed to a carrier (including a carrier You arrange yourself), You must claim against the carrier. We can provide our pre-shipment video record as evidence (see Section 6 of the Terms of Service).
4.3 Exchange procedure and technical evaluation :
Before sending any Goods back for exchange, You must obtain our confirmation by email. Once We have confirmed, the Goods must be sent back within 3 business days; otherwise the exchange request will be treated as withdrawn. Please send them in the original packaging by a trackable delivery method. The freight cost and transit risk of sending the Goods back are borne by You. The Goods are evaluated by our engineering team, and an exchange is approved only if a manufacturing defect is confirmed.
4.4 Exclusions :
No exchange will be given for damage caused by:
• moisture, high humidity or liquids;
• improper storage, extreme temperatures or poor environmental conditions;
• human error, misuse, physical impact, incorrect voltage or abuse;
• unauthorised disassembly, modification or third-party repair.
4.5 Exchange terms :
An approved exchange is limited to replacing the defective unit with the same model.
4.6 Warranty :
Any warranty on Goods is provided by the manufacturer or its Hong Kong agent under the warranty card and its terms. We do not provide a separate warranty. Please contact the manufacturer or agent directly for warranty claims.

5. Collection and Storage
5.1 Free storage :
45 calendar days from the date We notify You that Goods are ready for collection (or from receipt of returned Goods).
5.2 Storage fee :
After the free period (from day 46), uncollected Goods incur a storage and handling fee of HK$50 per item per day.
5.3 Unclaimed Goods :
If Goods remain uncollected more than 60 days after notification, We may, after sending a final notice by email or WhatsApp, dispose of or resell the Goods to offset storage and administrative costs, without any refund liability.

6. Changes to this Policy
We reserve the right to amend this policy at any time without separate notice. Amendments take effect when the updated policy is published on the Service. Your order is governed by the version published on the Service at the time You confirm it.

7. Governing Law, Language and Severability
This policy is governed by the laws of the Hong Kong Special Administrative Region, and the Hong Kong courts have exclusive jurisdiction. If the Chinese and English versions conflict, the English version prevails. If any provision of this policy is held invalid or unenforceable, the remaining provisions continue in effect.

8. Contact Us
Phone: (852) 2361 4168 | WhatsApp: (852) 5374 7448 | Email: info@neaudio.com.hk

付款及退換政策

最後更新日期2026年9月2日

重點摘要（只供參考，一切以全文為準）
訂單一經確認及付款，不能取消或更改，亦不設退款（本公司取消訂單除外）。如收貨後發現貨品有瑕疵、損壞或與訂單不符，請於 24 小時內以電郵通知我們；經本公司確認換貨後，須於 3 個工作日內寄回貨品。貨品可享 45 個曆日免費倉儲。

1. 適用範圍
本政策適用於在 New Energy Audio & Lighting Limited（「本公司」）營運之 www.neaudio.com.hk 上作出的所有購買及訂單。完成購買即表示閣下同意受本政策約束。

2. 定義
 • 買家（「閣下」）：透過本服務購買貨品之個人或機構。
 • 貨品：本服務出售之產品。
 • 本服務：指網站 www.neaudio.com.hk

3. 訂單確認、付款及交貨
3.1 具約束力之合約：
訂單於完成訂單確認步驟及付款後，即構成具法律約束力之買賣合約。
3.2 不可取消或更改：
訂單確認後，不可取消或更改（包括型號、顏色、規格或數量）。所有交易均為最終交易，除第 3.4 條所述情況外，不設退款。
3.3 付款核實：
接受的付款方式以結帳頁所示為準。經第三方支付網關付款，一般需 1 至 3 個工作日核實。款項核實後，本公司才會安排備貨及發貨。以信用卡付款之交易，因外匯匯率波動所致之差價，以及發卡銀行或支付平台收取之任何費用，由閣下承擔。
3.4 本公司取消訂單：
如本公司因缺貨、停產、標價錯誤等原因取消訂單（見《服務條款》第 3 條），本公司會將閣下已付之貨品價款全數退回原付款方式。因使用第三方支付方式而產生之額外費用（例如支付平台、信用卡或銀行手續費及匯兌費用），不予退還。
3.5 交貨：
如貨品需向供應商訂貨，本公司會以電郵或 WhatsApp 通知預計到貨日期。交貨期屬預計時間，交收方式及風險轉移，以《服務條款》第 6 及第 7 條為準。

4. 貨品品質、換貨及保養
4.1 24 小時通知：
如收貨時發現貨品有瑕疵、損壞或與訂單不符，閣下須於簽收後 24 小時內，以電郵（info@neaudio.com.hk）通知本公司，並提供 PI（Proforma Invoice）編號、產品型號、問題描述，以及照片或影片。自取貨品，請於提貨時即場核對外觀及數量。逾期通知，本公司不會受理換貨申請。
4.2 運輸損壞：
貨品交予承運人（包括閣下自行安排之承運人）後，如在運輸途中損壞，閣下須向承運人索償。本公司可提供出貨前之拍片紀錄作憑證（見《服務條款》第 6 條）。
4.3 換貨程序及工程檢測：
申請換貨之貨品，須先以電郵取得本公司確認，方可寄回。本公司確認後，閣下須於 3 個工作日內寄回貨品，逾期視作放棄換貨申請。寄回時請使用原裝包裝及可追蹤之運送方式，寄回貨品之運費及運輸風險由閣下承擔。貨品由本公司工程團隊檢測，確認屬製造缺陷，方獲批准換貨。
4.4 不獲換貨之情況：
因以下原因引致之損壞，不獲換貨：
 • 暴露於水分、高濕度環境或液體；
 • 存放不當、極端溫度或欠佳環境；
 • 人為操作失誤、誤用、撞擊、電源電壓不符或外力損壞；
 • 未經授權之拆解、改裝或第三方維修。
4.5 換貨方式：
獲批之換貨，限於更換相同型號之瑕疵產品。更換貨品之送遞運費及運輸風險由閣下承擔。
4.6 保養：
貨品之保養（如有）由原廠或其香港代理按產品保養卡及其條款提供，本公司不另設保養。保養申請請直接聯絡原廠或代理。

5. 貨品提領及倉儲
5.1 免費倉儲期：
自本公司通知貨品可提領之日起（或退回貨品簽收之日起）計 45 個曆日。
5.2 倉儲費：
免費期屆滿後（即第 46 日起），未提領之貨品每件每日收取 HK$50 倉儲及管理費。
5.3 逾期未領：
如貨品於通知後超過 60 日仍未提領，本公司以電郵或 WhatsApp 發出最後通知後，可處置或轉售該貨品，以抵銷倉儲及行政費用，毋須承擔退款責任。

6. 政策修訂
本公司保留隨時修訂本政策之權利，毋須另行通知。修訂後之政策於本網站發布時生效。閣下之訂單，以訂單確認時本網站所載之版本為準。

7. 管轄法律、語文及可分割性
本政策受香港特別行政區法律管轄，並受香港法院之專屬管轄權約束。中英文版本如有歧異，以英文版本為準。如本政策任何條文被裁定無效或不能執行，其餘條文仍然有效。

8. 聯絡我們
電話：(852) 2361 4168 ｜ WhatsApp：(852) 5374 7448 ｜ 電郵：info@neaudio.com.hk