At Martine Wester we strive to make our customers 100% satisfied with our products. If you are feeling frustrated from product quality issues or shipping experience, please send us an email and our team will assist you right away. Below are the detailed instructions on how to process a return or exchange. 

=================>> RETURNS / EXCHANGES <<=================

Please kindly note that we do NOT OFFER unconditional returns. We only accept returns for damaged products. If you encounter any quality issue, please make your claim within 10 days from receiving your products by emailing us at service@martinewester.net with photos showing where the quality issue lies as well as a proof of purchase. 

Please follow the instructions below once your claim is acknowledged by our team:

  1. The returned items should be unused and in its original condition.
  2. Please follow the instructions you receive from our service representatives and return the products to:

Room 1607, Trend Ctr, 29-31 Cheung Lee St., Chai Wan, Hong Kong


For custom-made products, you can make changes to your order (e.g. changing the size, color, uploaded photos, and etc.) or cancel your order within 24hrs from placing the order by emailing our support team at service@martinewester.net.

====================>> CANCELLATIONS <<====================

Our team works hard to ensure that you get your customized products in a timely fashion, so we start working on the products shortly after the order is placed. If you need to cancel the order, please contact us within 24 hours upon purchasing. 

====================>> REFUND POLICY <<====================

The following reasons are NOT covered by our return policy, and we are not liable for these issues.

  1. Products exposed to corrosive substances, or chemicals: Exposure to harsh chemicals can alter that appearance of our products. These chemicals include, but are not limited to, Liquid Silver Polish, Pools, Hot Tubs, and Spas.
  2. Products damaged by misuse, mishandling, or poor maintenance: Silver pieces may become black overtime due to oxidation. Please clean silver jewelry with silver polishing cloth to return its original look.

==============>> DAMAGED / LOW QUALITY ITEM <<==============

For better assistance, please kindly include photos demonstrating poor quality or the damaged area of the items. You are suggested to take photos against a flat background, with both the tag and the quality issue in the pictures. Martinewester.net reserves the right to make amendments to this policy at any time. Notification of any changes will be published on this page. If you have any inquiries regarding our return and refund policies, please contact our customer service representatives at service@martinewester.net.