Refund policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@turtlebee.store or whatspp +852 97264316. Please note that returns will need to be sent to the following address: [Room 406, Lippo Sun Plaza, 28 Canton Road, Tsim Sha Tsui, Hong Kong]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@turtlebee.store.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Products that have been opened or consumed.
Products that have been damaged due to human factors, such as stains, malfunctions, damages, wear and tear, scratches, dirt.
Products that exceed the 1-day return period.
Products that have been in possession for more than 1 day since the delivery date.
Products explicitly stated as non-exchangeable or non-returnable on the platform or other discounted products.
Products that were not able to be delivered due to failure to contact the recipient or failed delivery attempts for two consecutive times or self-pickup items that exceed the 7-day pickup deadline resulting in expiration.
Malicious or excessive returns.
Returns or exchanges without reasonable grounds or personal reasons.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@turtlebee.store.

We will process your refund or arrange for a product replacement as soon as possible.
For refunds, the amount will be refunded in the form of store credit to the customer's account. This store credit has no expiration date and can be used in the next order. The system keeps a record of store credit transactions as proof. If necessary, Customer could apply refund by FPS, while $5 transfer fee would be charged for under $150 refund.

The buyer should inspect the products upon receipt and keep the receipt or order email as a record. The buyer should notify the seller via WhatsApp or email of any defective or rejected items. The seller agrees to provide the buyer with a reasonable opportunity to inspect the products within 1 day. Such notification should indicate the reasons for rejecting each product. If the buyer fails to reject the products within this 1-day period, it will be deemed as a waiver of the buyer's inspection right, and the buyer unconditionally accepts the products. All products must be returned in their original condition, including packaging and cardboard labels. No refund will be given for damaged, altered, or destroyed goods. You are responsible for keeping the goods until we receive the return, so please handle them with care.

 

The return postage for eligible returns will be covered by the seller.

Orders placed with payment methods that include transaction fees will be refunded in store credit after deducting the fees (*please refer to the website payment terms/contact customer service for the final transaction fees).

Once payment is confirmed, orders cannot be canceled, whether they have been shipped or not. In special circumstances, please contact customer service for further assistance. However, refunds can only be issued in the form of store credit. *If you suspect food spoilage, please do not consume it and immediately contact us by sending relevant photos or videos to our WhatsApp at +852 97264316. We will assist you in handling it. To protect your rights, do not dispose of such suspected spoiled food and make sure to keep it until our staff instructs you on how to handle it. If it has been disposed of, you will lose your right to file a complaint. If the food has been consumed or fresh food is not consumed on the day of receipt or not properly thawed or cooked by you, or if the product is discarded without taking photos/videos, we will not be able to provide compensation for such items.

For returns/exchanges, please contact our customer service hotline via WhatsApp at +852 97264316 for arrangements. Returns/exchanges made without our prior agreement will not be accepted.


Our company, Sky Treasure Industrial Limited, reserves the right of interpretation and final decision-making authority.