Customer information
Returns & Refunds
How to request a return, report an order problem or arrange a refund.
Effective date: 10 October 2026
1. Start with your order details
For returns or refunds, contact marychen@
Contact us before sending a return so we can provide the correct return address and instructions.
Include the product name, date received and the reason for your request. For a fault, damage or an incorrect item, photographs of the item and packaging help us investigate. A specific format or missing photograph does not remove rights you have under mandatory law.
2. Return eligibility at a glance
- Change of mind: our ordinary return-request window is 7 days after receipt, subject to the conditions below and any longer mandatory right.
- Faulty, damaged, wrong or missing items: contact us promptly. We will assess the issue and provide the appropriate remedy, including replacement or refund where applicable.
- Personalised, perishable or unsealed hygiene-sensitive goods: an exception may apply where the relevant legal conditions are met.
For a change-of-mind return, contact customer service first to confirm the return arrangements and any applicable shipping costs before sending the item. Any charge must be disclosed and agreed where required; we cover costs that applicable law places on us. Where we require the return of a verified defective, wrong or damaged item, we cover the necessary return cost.
For our voluntary change-of-mind return policy, items must be unused and in resaleable condition, with applicable seals, accessories and packaging intact. These voluntary conditions do not prevent the reasonable examination of goods or other rights protected by mandatory law.
3. EU and UK withdrawal rights
Where EU or UK distance-selling withdrawal rights apply, you can normally notify us of cancellation within 14 days after receiving the goods without giving a reason, and return them within a further 14 days after that notice. A clear email stating your decision is sufficient; you do not have to use a particular form.
Exceptions may apply to clearly personalised or made-to-specification goods, rapidly perishable goods, and goods sealed for health protection or hygiene that are unsuitable for return once unsealed. An exception is applied only where its legal requirements are met; it does not remove remedies for faulty or misdescribed goods.
You may examine goods as you would reasonably do in a shop. Handling beyond what is needed to establish their nature, characteristics and functioning may result in a lawful deduction for diminished value. Missing original packaging alone does not automatically cancel a statutory right.
4. Product-specific conditions
- Herbs and tea: keep products and seals intact when returning for a change of mind. Opened food, perishable goods and hygiene-protected goods may be ineligible where a lawful exception applies.
- Moxa and mugwort products: do not light, consume, soak or apply a product to the body simply to test it for return. Consumptive use, hygiene restrictions or diminished value may affect eligibility, subject to mandatory rights.
- Standard handicrafts: protect the artwork, frame, glass and accessories. Clearly personalised or custom-made pieces may be excluded from change-of-mind cancellation where the law permits.
Natural colour, texture and small handmade variations do not by themselves establish a defect, but you may still use any applicable change-of-mind right. Material differences from the description will be assessed as an order problem.
5. Damaged, wrong or missing items
Tell us as soon as reasonably possible if an item arrives damaged, is not what you ordered, or is missing. Keep the order details and packaging where practicable, and stop using an item that appears unsafe.
For a verified problem we will arrange an appropriate replacement or refund, including relevant delivery costs where required. If a return is needed for that remedy, we pay the necessary return cost. We can help investigate a carrier problem without requiring you to give up your rights against us.
6. Sending a return
- Email your request and order details. We will confirm the correct address, handling instructions and any applicable costs.
- Pack the item securely with relevant accessories and identify your order inside the parcel.
- Use a suitable service and keep proof of postage and tracking where available. Observe the statutory return deadline where it applies; a response from us is not a precondition for giving a valid withdrawal notice.
- We inspect returned goods and communicate the outcome and any lawful deduction. We do not dispose of your property without an appropriate basis or your agreement.
7. Refunds
Refunds are normally made to the original payment method. Bank or provider processing time is separate from the time at which we issue the refund. We will confirm the refund amount and processing status.
For a valid EU withdrawal, reimbursement is due within 14 days after notification, although we may withhold it until the goods are received or evidence of return is supplied, whichever happens first, where legally permitted. For applicable UK cancellations, refunds follow the legal deadline after goods or return evidence are received. Statutory deadlines take priority.
Where required, we refund the standard outbound delivery charge; the extra cost of an expressly selected premium service need not be refunded. We do not impose a refund fee. A bundle refund is based on the price actually paid for the returned items, subject to mandatory rights.
8. Cross-border returns
Confirm the address and any plant-health or customs requirements before sending an international return. Some plant-based goods cannot lawfully be returned across a border; we will discuss an appropriate alternative where necessary.
Customs documents must accurately describe the goods, their value and their status as returned goods. Do not declare a return as a low-value sample if that is not accurate. Duties paid directly to customs may require a separate reclaim from the authority concerned.
9. Information for a withdrawal notice
You may email marychen@
To: 海南钰韵本草进出口有限公司 (Hainan Yuyun Bencao Import & Export Co., Ltd.)
Address: Room A5002, 5th Floor, Area A1, Fuxingcheng, No. 32 Binhai Avenue, Binhai Subdistrict, Longhua District, Haikou, Hainan, China
Email: marychen@hainanxianfeng.netI/We give notice that I/we withdraw from the contract for the following goods.
Goods and order number:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Date:
Signature (only for a paper notice):
Delete whichever wording does not apply. This is an optional model notice, not a condition of exercising a right.
10. Your rights remain protected
This policy does not reduce mandatory rights concerning cancellation, non-delivery, faulty goods or goods that do not match their description. A “final sale” label does not remove those rights. Course and counseling cancellations are governed by the specific service terms confirmed before booking, together with applicable law.