Returns, Exchanges & Refunds Policy

Returns & Exchanges

1. If an item arrives damaged, defective or different from the item ordered, contact our customer service via WhatsApp within 7 calendar days of receipt (including Saturdays, Sundays and public holidays) to request an exchange. Once eligibility has been confirmed, we will help arrange the return and exchange. Requests submitted after this period cannot be accepted.

2. Customer service may ask you to provide photos and/or video so that we can verify the condition of the item.

3. We accept return or exchange requests only when an item is damaged or defective, or when the item received is not the item ordered.

4. Returns or exchanges are not accepted where, including but not limited to: i. the item is no longer in new condition or has been used; ii. the item has been damaged by the customer, stained or is incomplete; or iii. the customer has simply changed their mind.

5. Free gifts and redemption items cannot be exchanged for cash or other products.

6. We will first arrange an exchange for the same item. If it is sold out, you may select another item of equal value, select a higher-value item and pay the difference, or request a refund if no suitable replacement is available. If you select an item of lower value, the difference will not be refunded. Product value is based on the single-item price shown on the date the request is submitted.

Exchange Arrangements

1. Contact customer service via WhatsApp within 7 calendar days of receipt and provide your order or receipt as proof of purchase. After approval, return the item to our office as instructed.

2. All return and redelivery charges are borne by the customer unless otherwise agreed in writing or required by applicable law.

3. Delivery charges are non-refundable unless otherwise required by applicable law.

4. A return or exchange cannot be accepted without an order record or receipt as proof of purchase.

5. We will begin processing an approved return or exchange within 5 business days after receiving the returned item. Saturdays, Sundays and public holidays are excluded.

6. Returned and replacement items will be sent by SF Express freight collect unless otherwise agreed.

7. Items returned without prior application and approval, or items that do not meet the conditions above, will not be processed. They may be sent back by SF Express freight collect without further notice. The customer is responsible for the resulting costs and risks.

Refunds

1. Please read these terms before placing an order. Once an order is confirmed, cancellation or refund requests based on personal reasons cannot be accepted. Placing an order with us means that you accept these purchase terms. We may update these terms without prior notice; customers should review the latest version before ordering.

2. An approved refund will be arranged within 14 business days.

3. Store credit already used for an order will not be returned or redeemed for cash.

4. Confirmed orders are normally delivered within 24 hours. The actual delivery time will be confirmed via WhatsApp. Delays caused by severe weather, traffic, access restrictions or other circumstances beyond our reasonable control do not, by themselves, qualify an order for a refund.

This policy does not affect any rights that cannot be excluded under applicable law.