Return Policy

Cancellation

We accept order cancellation within 24 hours after order placement before the product is shipped or produced. If the order is cancelled within this window, you will get a full refund. We cannot cancel the order once the product has been shipped out or production has commenced.

Returns

We accept return of products. Customers have the right to apply for a return within 14 days after delivery of the product. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please contact our customer service to confirm the correct return shipping address before sending back the package.

Exchange

We support product exchange within 14 days after delivery for eligible non-customized items. If you need to exchange your item, please contact our customer service first to submit an exchange request.

• If exchange is caused by our error (damaged goods, wrong item sent), we cover the return and re-delivery shipping cost.
• If exchange is requested due to customer’s personal reason, you shall bear both return shipping fee and the re-delivery shipping fee for the new item. Custom or personalised products are not eligible for exchange.

Notes

Custom-order or personalised items do not have a right to 14 days return & refund. If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee. No restocking fee will be charged to the consumers for the return of a product.

Refunds

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5–10 business days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at mailto:firvyn@firvyn.com

Please contact our Customer service at mailto:firvyn@firvyn.com to get the return address.