Return & Exchange Policy

1. Order Cancellation

Please note that once an order is confirmed, the automated logistics process will start. Any changes to a confirmed order may cause discrepancies in the logistics records and affect the delivery arrangements. Once an order and payment are confirmed, cancellations and changes are not accepted. If you have any questions, please contact our Customer Service team via [Contact Us].

2. Conditions for Exchange

For hygiene and safety reasons, products sold on our eShop are generally non-returnable and non-refundable. However, customers may apply for an exchange within 7 days of receiving the products (based on the delivery record) under the following circumstances:

  • The product was damaged upon delivery (not caused by the customer);
  • The incorrect product was delivered;

3. Non-returnable Items

The Company does not accept returns or exchanges under the following conditions:

  • The original packaging has been opened, damaged, marked, or used;
  • The product where the original packaging is not intact, external labels have been torn, or the outer box is damaged or incomplete (the packaging must be in the exact condition as it was delivered);
  • The product has been consumed, washed, or divided into smaller parts;
  • Any free gifts or trial samples.

4. Exchange Procedure & Arrangements

  • Application Step: Please take photos of the damaged or incorrect product and send them, along with your order number, to our Customer Service team via [Contact Us] or email within 7 days of receipt. If there are missing items in your order, you may also request to resend them following the same procedure. Please retain all packing materials including the original packaging in a sealed condition, with the product labels and free gifts associated with the product (if any).
  • Returning the Product: Once our team confirms the item is eligible for exchange, the customer should return the product under sealed, good and original conditions to the Company’s designated address strictly via the service of our designated logistics provider (SF Express). For the detailed arrangements of the shipping returns (shipping method and return address), it will be provided by the Customer Service team after confirming the customer's return application. The return shipping costs incurred in relation to exchange of products due to the reasons stated in Section 2 will be borne by the Company. The Company reserves the right to refuse shipping cost liabilities if unauthorized couriers are used.
  • Exchange Principle: Customers can only exchange for the exact same product purchased. If the product is out of stock, the Company reserves the absolute discretion to either arrange an exchange for another product of equal value or issue a refund.

5. Refund Arrangements

If a product meets the exchange conditions but an exchange cannot be arranged (e.g., out of stock), the following refund terms will apply:

  • Refund Scope: The Company will only refund the actual purchase price of the affected product. Original shipping fees and other additional charges (if any) will not be refunded.
  • Return of Gifts: When processing a refund, customers must return all promotional gifts associated with the product (if any). Otherwise, the Company reserves the right to deduct the value of the gifts from the refund amount.
  • Refund Method & Timeframe: Refunds will be credited back to the customer's original payment account. Under normal circumstances, refund processing takes approximately 7 to 14 working days. The actual time for the funds to appear in your account depends on the processing time of the issuing bank, credit card company, or payment gateway. The Company is not responsible for any handling fees or loss of reward points charged by third-party institutions.

6. Dispute Resolution

The Company reserves the right of final decision for all exchange and refund arrangements.

(In case of any discrepancy between the English and Chinese versions, the Chinese version shall prevail.)