Return Policy
Please see below for details on how to return your items.
We hope that you will love your order; however, if you change your mind, you can return any item within 30 days for a refund or replacement. This returns policy does not affect your Chinese statutory rights. (Please note that we are not able to accept any returns of personalised products, unless the item is faulty.)
Here's what to do:
- Please indicate the item(s) you wish to return on your despatch note ticking refund or replacement, and selecting the reason for the return by writing the reason code number.
- Place the product (unused and in its original packaging) with the despatch note inside the outer packaging and seal securely. Some items must be returned unused and sealed in the original packaging. Return your item via your selected method below.
- We will confirm by email when your return has been received and by email again when your refund or replacement has been processed.
- Please note that refunds can take up to 15 working days to process from receipt by our Returns Department.
Please note that you will need pay for the return of products to us from other countries.
- To register your return and create your returns label please visit our returns portal:
- Please note that you will need to pay for the return of products to us from other countries.
- Once you have completed the returns request and paid any shipment charges due, you will need to print the label, (you will also receive this via email). You must affix this label to your parcel.
- Please follow the drop off/collection instructions on the label supplied to complete the return.
- We will confirm by email when your return has been received and by email again when your refund or replacement has been processed.
- Please note that you will need to arrange and pay for the return of products to us.
- We recommend that you send your International parcel using a delivery service that insures you for the value of the goods.
- We cannot accept responsibility for International parcels lost in transit.
We recommend that you send your International parcel using our returns portal, or using a delivery service that insures you for the value of the goods. We cannot accept responsibility for International parcels lost in transit.
EU Orders – Goods must be returned within 30 days of receipt for a full refund of your purchase price and delivery charge. Unless the goods are being returned due to being faulty or incorrect, the cost of return is non-refundable and zhuixuany reserves the right to arrange collection, in which case the customer will be responsible for the collection charges. If returning the goods due to being faulty or incorrect, please contact us.
Non-EU Orders – Goods must be returned within 30 days of receipt for a full refund of your purchase price. The delivery charge and cost of returning the goods will only be refunded in the event that the goods have been returned due to being faulty or incorrect, in which case please contact us.
Items originally despatched to the China but returned from a non-China address will be treated as being an order from the country where the goods are being returned from.
- Next to your items on the despatch note which is sent with your order, please tick refund or replacement and select the reason for the return by selecting a reason code listed. It is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or a replacement. Without these details we won't be able to take the action you want us to.
- Faulty items will be assessed and, if appropriate, you have the choice of receiving (i) a full refund for the value of the product and the original delivery charge; (ii) an exact replacement; or (iii) the same item following repair by us. If your item is replaced or repaired, you will not be charged the additional postage.
- Put the product with the completed despatch note inside the box and send to our ship address.
- For orders outside the China we strongly recommend that you use registered post, recorded delivery or another secure method of delivery from a reputable carrier, retaining the receipt until you have received credit for the returned items.
- We will contact you by email to let you know that your refund has been processed. Please note that refunds can take up to 15 working days to process from receipt by our Returns Department.
If your goods are damaged or faulty when you receive them please follow this procedure:
email to our customer services team or contact us.
If you request a refund or replacement due to faulty goods, we will assess the faulty products. If appropriate we will refund you the value of the product and the original delivery charge, or action a replacement for which you will not be charged additional postage. Please allow 5 to 7 working days turnaround time for replacements.
If your goods become faulty over time:
zhuixuany products are made to the highest standards, with rigorous quality control checks made throughout the manufacturing process.
This guarantee covers faults caused by manufacturing or the material used. It does not cover normal wear and tear or misuse. If a problem develops with a product during regular use, please email us, 8am to 8pm, Monday to Friday, 9am - 6pm Saturday and Sunday, or contact us.
Proof of purchaseOrdinarily if you have your receipt or delivery note we'll refund the original debit, credit or charge card, Gift Card or Store Credit used to purchase.
ExchangesPlease note we do not offer exchanges for alternative items, colours or sizes. An exchange is placed as a new order. This will involve placing a new order and taking payment details from you again. You will be refunded for any returned item(s) in line with the policy stated above.