All goods returned (except for those damaged in transit) must be in re-salable condition (unopened, with undamaged packaging). All accessories, parts and manuals must be included.
The following products are not returnable and refundable:
* All products listed as clearance items;
* Used or opened consumable products such as cosmetics or a bottle of supplements etc.;
* A product with a clear statement displayed on its page as non-refundable for the purpose of customer's health and safety protection.
Change of mind and no longer want the item ordered:
If the order has not been sent out by the time we were noticed, we will cancel your order and fully refund you.
If the order has been dispatched, you are welcome to return the item to us within 14 working days upon receipt. In such cases, return freight charges must be covered by the customer. The product must be returned to us in original conditions with all accessories and original packaging included. The total order amount minus the shipping, gift wrapping or other charges, will be refunded to you.
In order to fast process your returns, please write down your order number on the shipping label for parcel returned. Please do not write anything on the original product's original packaging.
Incorrect item is received:
We are really sorry about the mistake and for any inconvenience this might have caused.
Please email us a picture of the item you had received. We will send you a prepaid courier ticket by MAIL for the returns or reimburse you for the shipping cost of returning.
For some cases such as a big volume box we may be able to arrange courier pickup from your place on our cost. Please email us the time and your phone number for the pickup.
We will dispatch the correct item as soon as we receive your returned product.
Item is damaged on arrival:
You must email us with a photo that clearly shows the damages as soon as possible upon receiving the item.
Please keep the damaged item with any packaging as received, and do NOT throw it away. We will arrange a courier pickup for a damage assessment required by the claim process.
You will be informed by the courier company of the pickup time. You can leave the item somewhere around your place for the pickup if no one at home.The courier company will determine whether our claim will be approved. Meanwhile we will send you a replacement as soon as the courier company confirms they have collected the damage item.
Product is faulty on arrival:
In case of replacing faulty products on arrival, we will re-ship the new item to the customer for free.
If any faulty item needs to be sent back to us first, we will send you a prepaid courier ticket by MAIL for the returns or reimburse you for the shipping cost of returning.
Once we receive the item returned and we identify the problem exists, it will be repaired or replaced at no further charge, alternatively we may offer a refund including return postage at our discretion where the product cannot be repaired or replaced with a same or similar item.
If the item we found is not faulty as told, we will inform you and send the original product back to you directly while your return postage will not be refunded.
The parcel did not arrive:
The first thing to do is trace your parcel on the courier company website with the tracking number we provided in the shipping confirmation email, or call up the courier company.
If your item did not arrive within the time frame we stated and get not response from the courier company, please email us ASAP. We will lodge enquire for you.
Please do not worry and stay patience with us. In most case, parcels were found after enquire were filed. For the completely lost parcel we will make claim on it and re-send item as soon as possible.
For Personalized Items:
We only accept returns and refunds for errors in customized content. All other returns and refunds are not accepted.
Consumer Guarantees Act 1993 – New Zealand ("the Act"):
The above Return and Refund Policy and the other terms of sale are subject to your rights under the Act.
If you are buying the item for business purposes, you agree that the Act does not apply.
You also accept that the Act does not apply if you are buying the item for the purpose of re-supplying them in trade or for manufacturing or repairing in trade.
