Returns & Exchanges

Returns & Exchanges

Our Quality Promise

We stand behind every product we sell. If something isn't right, we'll make it right—quickly and discreetly.

Return Eligibility

We accept returns within 30 days for:

✓ Defective or faulty products
✓ Incorrect items sent
✓ Products that arrived damaged
✓ Unopened products in original packaging

We cannot accept returns for:
✗ Change of mind on opened/used intimate products
✗ Products without original packaging
✗ Items showing signs of use

Why This Policy?

Due to the intimate nature of our products, we cannot accept returns for change of mind once packaging has been opened. This protects all our customers and ensures every product meets our quality standards.

How to Return

Step 1: Contact Us
Email arther.chen@jiechu.top with:
• Your order number
• Reason for return
• Photos (if defective or damaged)

Step 2: Receive Return Authorisation
We'll email you:
• Return authorisation number
• Prepaid return label (Australian customers)
• Discreet packaging instructions

Step 3: Package Securely
• Include return authorisation form
• Use original packaging if possible
• Ensure product is clean and complete
• Seal package securely

Step 4: Send Your Return
• Attach prepaid label
• Drop at any Australia Post location
• No printer? Show QR code at post office

Step 5: Resolution
• Store credit: Issued within 2 business days
• Replacement: Shipped once return received
• Refund: Processed within 5-7 business days

Faulty Products

If your product is defective:
• Contact us within 7 days of delivery
• Include photos of the defect
• We'll arrange immediate replacement or refund
• Free return shipping provided
• No need to wait for return—replacement ships immediately

Wrong Item Sent

If we made a mistake:
• We'll send the correct item immediately
• Free return label for the incorrect item
• Keep, donate, or dispose of wrong item—your choice

Unopened Products

Changed your mind on an unopened product?
• Must be in original, sealed packaging
• All accessories and documentation included
• Return within 30 days
• Store credit or refund to original payment

Exchanges

For fastest exchange:
1. Place new order for desired item
2. Return original for refund
3. This ensures you don't miss out on limited stock

Or request exchange during return process. We'll ship replacement once return is received.

Refunds

• Issued to original payment method
• Processing time: 5-7 business days after we receive return
• You'll receive email confirmation
• Allow 2-5 additional days for bank processing

Store Credit

• Never expires
• Use on any future purchase
• Combine with other payment methods
• Transferable to another account (email request)

Discreet Returns

Your return is handled with the same discretion as your order:
• Plain return packaging
• Generic return address
• Professional, confidential processing
• No indication of contents on external packaging

Questions?

Our female customer care team is here to help.
Email: arther.chen@jiechu.top
Phone:

We're committed to your satisfaction—discreetly and professionally.