Note: This website does not process sales, payments or order fulfillment. All purchases are completed via third‑party marketplaces.
Overview
Our brand‑site provides pre‑sales and general after‑sales consultation only. We do not directly handle returns, refunds or exchanges. All return and refund requests must be submitted through the original sales channel where you placed your order, such as TikTok Shop, Amazon, or other authorized retail stores. Each platform follows its own return‑window rules (typically 30‑day eligibility calculated from your purchase date). If the platform’s 30‑day return window has expired, full refund or exchange may no longer be available per marketplace policy.
To qualify for a return under the respective marketplace’s rules, your item must be unused and in the same condition as you received it, and kept in its original packaging.
Several categories of goods are non‑returnable per marketplace regulations. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. Intimate & sanitary goods, hazardous materials, flammable liquids or gases are also non‑returnable.
Additional non‑returnable items (subject to third‑party platform rules):
- Gift cards
- Downloadable software products
- Selected health and personal care items
The selling platform will require your receipt or proof of purchase to process your return. Please do not send merchandise to this brand‑site or our brand office; do not send items back directly to the manufacturer. Return shipments must follow instructions given by your order’s marketplace store.
Under platform‑specific conditions, only partial refunds may be granted, including but not limited to:
- Books with obvious signs of use
- Opened CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record
- Any item not in original condition, damaged or missing parts not caused by seller error
- Items returned past the marketplace’s allowed return period
Refunds
Once your returned package is delivered, received and inspected by the marketplace store, you will get an email notification from that platform confirming receipt of your return. You will also be informed whether your refund application is approved or rejected.
If approved by the selling store, your refund will be processed, and funds will be credited back to your credit card or original payment method within the platform’s standard processing timeline.
Late or missing refunds
If you have not yet received your refund:
- Double‑check your bank account.
- Contact your credit‑card issuer; refunds may require extra posting time.
- Reach out to your bank, as financial institutions often have internal processing delays.
If you have completed the above steps and still cannot locate your refund, please submit a support ticket via your original order platform. You may also reach our brand‑site for general consultation at {email address}. Our team cannot issue or modify refunds, but can assist you with guidance.
Sale items
Refund eligibility for discounted / sale items is governed by the third‑party sales platform. Some sale items are non‑refundable per marketplace rules.
Exchanges
Product replacements are managed exclusively by your original purchasing store (TikTok Shop / Amazon etc.), and are generally only approved for defective or damaged goods. If you want to exchange for the same item, please submit your exchange request through the marketplace where you bought it. Our brand‑site cannot arrange product exchanges.
Gifts
Gift‑order return outcomes are determined by the third‑party selling platform:
- If the item was marked as a gift at checkout and shipped directly to you, the marketplace may issue gift credit upon receiving your returned goods.
- If the order was not marked as a gift, or was shipped to the gift‑giver first, refunds will go to the original purchaser, and they will receive return‑related notifications from the sales platform.
Return Shipping
Do not mail returned goods to this brand‑site address. Always follow the return‑shipping address provided by your TikTok Shop / Amazon store.
Return‑shipping fees are your responsibility as set by the marketplace. Shipping costs are generally non‑refundable. In some scenarios return postage may be subtracted from your approved refund, subject to platform policy.
Delivery timelines for replacement items vary based on your location, and are fully controlled by the selling store’s logistics. For high‑value returns, consider using trackable shipping or buying shipping insurance. Our brand bears no responsibility for lost return parcels, as we do not receive customer returned merchandise.
Need help?
This website offers pre‑sales and general after‑sales consultation only. For return‑refund execution, please open a case within your order on TikTok Shop, Amazon or other corresponding store. Should your purchasing store be unable to resolve your concern, or you would like to file complaints or provide suggestions about store representatives, please contact us at support@hylaea.com.