Refund policy

Last updated: October 21, 2025

Overview

Our products are shipped internationally from mainland China, so cross-border return shipping is expensive. We therefore do not accept change-of-mind returns. If an item arrives damaged, defective or incorrect, contact us and we will work out a resolution, which may include a partial or full refund. Nothing in this policy limits your rights under applicable consumer protection law.

Returns

We do not accept returns for change of mind, wrong size, or items no longer wanted, because the cost of return shipping across borders exceeds the value of the goods.

Where we do accept a return (for example where required by law, or where we ask you to send an item back), the item must be unused, in the same condition you received it, with its original packaging and seals intact. We may reduce or decline a refund if an item has been used, damaged, or handled beyond what is necessary to inspect it.

How to report an issue

Contact us within 14 days of receiving your order if the item is damaged, defective, or not what you ordered. Please include:

  • your order number
  • a description of the issue
  • clear photos of the product and its packaging

We review each case and confirm the resolution and amount with you before processing.

Damages and issues

Please inspect your order on arrival. If an item is defective, damaged in transit, or you received the wrong item, contact us within 14 days and we will work with you and the carrier to resolve it.

Exceptions and non-returnable items

For hygiene and safety reasons, opened or used products cannot be returned or exchanged. Items marked as non-returnable at the time of purchase are also excluded. Contact us if you are unsure whether a specific item qualifies.

Exchanges

We do not offer direct exchanges. If you received a defective or incorrect item, contact us and we will arrange a refund, or a replacement where stock allows.

Refund process and timeline

Once we confirm a refund, it is issued within 7 business days to your original payment method. Your bank or payment provider may need additional time to post it. If you have not received the refund within a reasonable period, contact us.

Refund amount

Where a refund is agreed for a quality or damage issue, the amount may be adjusted to cover part of the cross-border shipping and handling costs already incurred. Any adjustment is confirmed with you before the refund is issued.

European Union and United Kingdom - right to cancel

If you are a consumer in the EU or the UK and you bought goods online, you may have the right to cancel your order within 14 days of receiving the goods, unless an exemption applies. Where that right applies:

  • tell us you wish to cancel, then return the goods within 14 days of telling us;
  • we refund eligible cancelled orders within 14 days of your cancellation notice, although we may withhold the refund until we receive the goods or evidence that you have sent them;
  • we refund the product price and the cost of standard delivery where you paid for it; additional express or premium delivery charges are not refunded;
  • an exemption may apply where goods are sealed for health or hygiene protection and the seal is broken after delivery.

To cancel or start a return, contact us first.

Statutory rights

This policy does not limit any rights you have under applicable consumer protection law, including rights that apply where goods are defective, not as described, or not delivered within the agreed timeframe.

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