Refund policy

Eligibility for 100% Refund:

  • For packages with tracking that have gone missing.
  • Due to errors on our part in providing incorrect contact details.
  • If a package fails to pass through Chinese customs.
  • If we cannot find a viable logistics method for your address.
  • If the product is received expired.
  • Full refund if not received within 60 days after dispatch.

No Refund Circumstances:

  • We manage customs clearance and duties for most countries. However, some countries may require your assistance, such as providing a personal tax number to facilitate the process. If a package is returned because you did not provide necessary information in a timely manner or provided incorrect information, we are unable to offer a refund.
  • Package returned due to the inability to contact the customer or an incorrect address provided by the customer.
  • Products prone to damage or melting at high temperatures are exempt from liability, as clearly stated in the product description.

  • All refunds are strictly based on the tracking status provided by the local logistics company’s official website. For orders marked as "delivered" but claimed as not received by the customer, we are unable to process refunds or provide replacements. Such issues primarily occur in a small number of EU countries, where the reliability of last-mile delivery can vary.

    We do not guarantee signature confirmation services for deliveries. If you are concerned about the reliability of your local logistics provider, we advise caution when purchasing our products.

    For cases where a package is marked as delivered but not received, any compensation claims must be initiated directly by the customer with the local delivery company. We will assist by providing the shipping label and any relevant documentation required to support your claim. Ensuring the accuracy of your shipping address and maintaining accessible contact during the delivery period are essential to help prevent such issues.

  • In cases of delays or loss of goods caused by force majeure events, such as natural disasters (e.g., fires, floods, earthquakes) or local strikes, we do not assume liability for compensation. These events are beyond our control, and we recommend customers account for potential risks when placing orders during such circumstances.

Partial Refund Circumstances:

  • For non-subscription items that haven't been shipped, we may offer a refund option. In such cases, a 5% processing fee will be deducted. Please contact us promptly if you wish to discuss this option.
  • shipping fees refunded if not received within 45 days after dispatch.

Return Policy

Due to the perishable nature of food products, returns are generally not accepted. However, we may approve returns within 30 days of delivery only under exceptional circumstances, subject to the following conditions:

  1. Customer covers return shipping costs.

  2. A 10% restocking fee will be deducted from the refund.

  3. Clearance/stock-liquidation items are final sale and ineligible for return.

Note: Return requests must be initiated via customer service. Refunds are processed only after the returned item is received and inspected.