Refund policy

30-Day Return Window

Customers may request an eligible return within 30 calendar days after delivery. Contact us within that window to obtain return authorization; do not send products without written instructions.

Return Eligibility

For ordinary non-defective returns, products must be unused, unwashed and in original condition, with accessories and packaging where reasonably applicable, and proof of purchase. Faulty, damaged or incorrect items are handled separately in accordance with applicable consumer rights.

How to Request a Return

Email sultrye520@gmail.com with your order number, items, reason and photographs if there is damage, a defect or an incorrect item. If approved, we will provide the confirmed Hong Kong recipient and return mailing address. The return destination is in Hong Kong.

Name: Sultrye
Email: sultrye520@gmail.com,Phone: +86 132 4988 0088
Address: Room 5, FTY B, 23/F
Kin Ga Industrial Building
9 San On Street, Tuen Mun
New Territories, Hong Kong

Return Shipping and Fees

For non-defective returns, the customer arranges and pays international return postage to Hong Kong. The cost depends on carrier, weight, dimensions and service. For verified damaged, defective or incorrect items, Sultrye covers reasonable postage if physical return is required. We do not charge a standard restocking fee.

Inspection and Refund Timeline

We aim to inspect authorized returns within 5 calendar days of physical receipt. If approved, the refund is initiated to the original payment method within 5 calendar days after inspection approval. Banks or card issuers may take additional time to post the credit.

Exchanges and Non-Returnable Items

We do not offer standard direct exchanges; customers may request a return and place a new order. Where required for a verified defect or seller error, we may offer a replacement. Any truly non-returnable products must be clearly disclosed before purchase and exceptions do not remove mandatory consumer protections.

Cancellations

Contact sultrye520@gmail.com promptly to request cancellation. Cancellation is possible before production or dispatch where operationally feasible. Once dispatched, our standard return procedure applies.