Refund Policy

1. Eligibility for Refunds

Refunds are available for the following scenarios, provided the requirements are met:

1.1 Damaged, Defective, or Incorrect Products

If you receive tissues or napkins that are damaged (e.g., torn packaging, crushed products), defective (e.g., poor quality, manufacturing flaws), or incorrect (e.g., wrong product type, wrong quantity), you are eligible for a full refund or replacement. To qualify:
  • You must notify our customer support team within7 calendar days of receiving your order.
  • You may be required to provide photos or videos of the damaged, defective, or incorrect items to verify the issue (this helps us improve our packaging and quality control).
  • The products must be in their original packaging (where possible) and not excessively used or tampered with.

1.2 Non-Defective Product Returns

If you are not satisfied with your purchase of non-defective tissues or napkins (e.g., change of mind, incorrect product selection), you may request a refund within30 calendar days of delivery, subject to the following conditions:
  • The products must be unopened, unused, and in their original, undamaged packaging.
  • You are responsible for covering the return shipping costs. We recommend using a trackable shipping method, as we are not responsible for lost or damaged return packages.
  • A 10% restocking fee may apply to non-defective returns (this covers the cost of processing and restocking the items for resale).

1.3 Ineligible Refund Scenarios

Refunds will not be provided in the following cases:
  • Products that are opened, used, or damaged due to customer misuse, negligence, or improper storage.
  • Returns requested after the 7-day window (for damaged/defective/incorrect items) or 30-day window (for non-defective items).
  • Custom or personalized products (if applicable), unless they are damaged or defective.
  • Shipping delays or issues caused by third-party carriers (we will assist you in resolving carrier-related issues, but refunds for delays alone are not provided).

2. How to Request a Refund

To request a refund, follow these steps:
  1. Send an email to our customer support team at [email protected] with the subject line “Refund Request - [Your Order Number]”.
  2. Include the following information in your email:
    1. Your full name and contact information (email, phone number).
    2. Order number (found in your order confirmation email).
    3. Details of the product(s) you wish to return (product name, quantity).
    4. Reason for the refund (e.g., damaged, defective, change of mind).
    5. Photos/videos of the issue (if applicable, for damaged/defective/incorrect items).
  3. Our support team will review your request within 24-48 business hours (Monday to Friday, excluding U.S. public holidays) and respond with a decision and next steps (e.g., return label for defective items, return instructions).
  4. If your refund is approved, follow the return instructions provided. For defective/damaged/incorrect items, we will provide a pre-paid return label (if applicable).

3. Refund Processing & Timelines

  • Once we receive and inspect your returned items (typically 3-5 business days after delivery to our warehouse), we will process your refund within 5-7 business days.
  • Refunds will be issued to the original payment method used for the purchase (e.g., credit card, debit card, PayPal). Please note that processing times for the refund to appear in your account may vary depending on your bank or payment provider (usually 3-10 business days).
  • For approved refunds on defective/damaged/incorrect items, we will refund the full purchase price plus any original shipping costs (if applicable).
  • For approved refunds on non-defective items, we will refund the purchase price minus the restocking fee (if applicable) and excluding original shipping costs.

4. Exchanges

If you prefer a replacement instead of a refund (e.g., for a damaged or incorrect product), please indicate this in your refund request email. We will process the exchange once we receive and inspect the returned item, and ship the replacement at no additional cost to you (for defective/damaged/incorrect items).

5. Policy Updates

We may update this Refund Policy from time to time to reflect changes in our services, industry standards, or legal requirements. Any updates will be posted on this page, and the revised policy will take effect immediately upon posting. We encourage you to review this policy periodically before making a purchase.

6. Contact Us

If you have any questions, concerns, or need assistance with a refund request, please contact our customer support team at:
Email: [email protected]
We will respond to your inquiry promptly and work to resolve any issues to your satisfaction.
Last Updated: March 12, 2026