Terms & Conditions

Last updated: 2 Feb 2026

Welcome to Samtrees. By accessing or placing an order on our website, you agree to be bound by the following Terms & Conditions. Please read them carefully before making a purchase.

1. Business Information

Samtrees is a Hong Kong–based sole proprietorship.

All payments made on this website are processed by SAMTREES, operating in the Hong Kong Special Administrative Region (HKSAR).

2. Products

Samtrees specializes in scale model accessories, including but not limited to architectural model trees, figures, and vehicles.

Products are categorized as either:

  • Standard Products: Regular items listed on the website
  • Tailor‑Made / Custom Products: Items produced specifically according to customer requirements

Product images are for reference only. Minor variations in color, size, or appearance may occur due to the handmade nature of certain products.

3. Pricing & Payment

All prices are shown in the currency displayed at checkout and do not include shipping costs, taxes, duties, or import charges unless otherwise stated.

We accept payment via:

  • Credit card payments (via Stripe / PayPal)
  • Bank transfers
  • Local currency transfers via Airwallex Global Accounts (where applicable)

Any bank charges, payment processing fees, or third‑party charges incurred during payment are the responsibility of the customer.

4. Order Confirmation

An order is considered confirmed only after full payment has been successfully received.

For tailor‑made or custom products, production may begin immediately after confirmation.

5. Shipping Policy

5.1 Shipping Methods

Unless otherwise specified by the customer, orders are shipped via:

  • DHL
  • FedEx
  • EMS / Speedpost (Hongkong Post)

Customers may choose to use their own DHL or FedEx account by providing the account number at checkout.

5.2 Shipping Costs

Shipping costs depend on destination, package size, weight, and shipping method. For DHL/FedEx shipments, volumetric weight may apply.

If actual shipping costs exceed system estimates, we reserve the right to contact the customer for confirmation before dispatch.

5.3 Tracking

Once an order has been dispatched, a tracking number will be provided via email and/or the customer account page.

Customers are responsible for monitoring shipment progress to avoid delivery issues, including failed delivery or return‑to‑sender situations.

6. Risk, Loss & Damage During Shipping

We ensure goods are securely packed prior to dispatch.

Once the shipment is handed over to the courier, the risk of loss or damage passes to the shipping provider.

In the event of loss or damage caused by the courier:

  • Claims will be handled in accordance with the courier’s terms and conditions
  • We will assist customers in the claims or resolution process where possible

Additional insurance is available upon request before shipment.

7. Refund & Return Policy

7.1 Order Cancellation (Before Shipment)

  • Standard Products: Orders cancelled before shipment are eligible for a refund, minus any non‑refundable payment processing fees (bank, PayPal, or other charges)
  • Tailor‑Made / Custom Products: Once confirmed, orders are non‑refundable and non‑cancellable

7.2 Returns After Delivery

If the customer receives incorrect or defective goods due to our error:

  • We will offer a full refund or
  • Provide a free replacement, including shipping costs

If the return is requested for other reasons:

  • Products must be returned within 30 days from the date of receipt
  • Items must be unused, undamaged, and in original condition
  • Return shipping costs, duties, and taxes are the responsibility of the customer
  • Tailor‑made / custom products are not eligible for return

Returns sent after 30 days will not be accepted.

8. Customs, Duties & Taxes

Customers are responsible for all customs duties, import taxes, or clearance fees imposed by their local authorities.

Samtrees is not responsible for delays caused by customs clearance procedures.

9. Privacy Policy

We respect your privacy. Personal information collected through this website is used solely for:

  • Order processing
  • Payment handling
  • Shipping and delivery
  • Customer communication

We do not sell or share customer data with third parties, except where necessary to complete payment or delivery, or where required by law.

10. Limitation of Liability

To the maximum extent permitted by law, Samtrees shall not be liable for indirect, incidental, or consequential damages arising from the use of our products or website.

11. Governing Law

These Terms & Conditions shall be governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region.

12. Contact Information

If you have any questions regarding these Terms & Conditions, please contact us:

Email: [email protected] Website: https://samtrees.com

By placing an order on this website, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.