Refund policy

PrepMaster – Return & Refund Policy

At PrepMaster, we’re committed to delivering high-quality, practical kitchen utensils and accessories designed to elevate your cooking experience. If something isn’t right with your order, we’ll make it right — simply, fairly, and transparently.

✅ Eligibility for a Refund

You may request a return or refund within 14 days of receiving your order if:

  • You contact us within this timeframe
  • The item is unused and in its original packaging
  • The item is damaged, defective, or incorrect

🚫 Non-Refundable Items

We do not accept returns for:

  • Items that have been used, washed, or altered after delivery
  • Items returned without original packaging
  • Custom or made-to-order products
  • Final sale or discounted items
  • Products marked non-returnable at checkout
  • Items damaged due to misuse, improper handling, or excessive force

📝 How to Request a Return

To start a return, please contact our support team with:

  • Your order number
  • A brief explanation of the issue
  • Clear photos of the product and packaging, where applicable

 

 

  • If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
  • If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Return Address: 

FLAT 2304, 23/F HO KING, COMM
CENTRE, 2-16 FA YUEN STREET,
MONG KOK
HONG KONG


Order Cancellation & Processing Time

Customers may cancel an order within 24 hours of placing it, provided the order has not yet been shipped.

If a cancellation request is submitted within the 24-hour cancellation period and before shipment, the order can be cancelled and the payment will be refunded to the original payment method.

Orders are normally processed within 1–2 business days after they are placed and payment is confirmed.

Once an order has been shipped, it can no longer be cancelled. In this case, the customer may request a return after receiving the order in accordance with our Return & Refund Policy.

 

🔄 Return & Refund Process

1. Review & Approval

Our team will review your request and may ask for additional information if needed.

2. Return Instructions

If your request is approved, we will provide:

  • Return address
  • Shipping instructions

Return shipping costs are the customer’s responsibility unless:

  • The item is defective
  • The item arrived damaged
  • The wrong item was delivered

3. Refund Issuance

Once your return is received and approved:

  • Your refund will be issued to the original payment method
  • Processing time is typically 5–7 business days, depending on your payment provider

📌 Important Notes

  • All returns must be pre-approved
  • Items must be returned in original condition
  • Shipping fees are non-refundable unless the item is faulty
  • Returns showing signs of use, damage, or missing packaging may be rejected
  • Excessive or suspicious return requests may be declined

💬 Need Help?

We’re here to support you every step of the way.

If you have any questions regarding returns or refunds, please visit our Contact Us page and our team will ensure your PrepMaster experience remains smooth, simple, and worry-free.