Return & Exchange Policy

1. Returns

We want you to be completely satisfied with your purchase from fufufu.pics. If for any reason you are not happy with your item, you may return it within 30 days of the delivery date.

Return Conditions:

• Items must be unused, unwashed, and in original condition.
• All original tags, packaging (including dust bags, boxes), and accessories must be intact.
• Items must be free from odors, pet hair, stains, or signs of wear.

Non-returnable items:

• Items marked as “Final Sale” or “Clearance”.
• Gift cards.
• Personalized or custom-made bags (unless defective).

2. Exchanges

If you need a different size, color, or model, we recommend returning the original item for a refund and placing a new order separately. This ensures you receive the desired item as quickly as possible.

Direct exchanges are only available for defective or damaged items (see Section 4).

3. How to Return an Item

Step 1: Contact our customer service at [email protected] with your order number and the reason for return. We will provide you with a Return Authorization (RA) number and the return address.

Step 2: Pack the item securely in its original packaging (or a sturdy box). Include the packing slip or order confirmation.

Step 3: Write the RA number clearly on the outside of the package.

Step 4: Ship the package using a trackable shipping method. You are responsible for return shipping costs unless the item is defective or we made an error.

Step 5: Once we receive and inspect the returned item (usually within 3-5 business days), we will process your refund.

4. Defective or Damaged Items

If you receive an item that is defective, damaged, or not what you ordered, please contact us within 7 days of delivery. Include your order number, photos or videos showing the issue, and a brief description.

We will cover return shipping costs for defective/damaged items and provide a full refund or replacement at no extra charge.

5. Refunds

• Refunds will be issued to your original payment method (credit card, PayPal, etc.).
• Processing time: After we approve your return, refunds typically take 5–10 business days to appear in your account (depending on your bank or payment provider).
• Original shipping charges are non-refundable unless the return is due to our error or a defective product.
• If you received a free gift with your purchase, it must be returned as well, or the value of the gift will be deducted from your refund.

6. Return Shipping Costs

We recommend using a trackable shipping service. We are not responsible for lost or misdirected return packages.

7. Late or Missing Refunds

If you have not received your refund after 10 business days from our approval:

1. Check your bank account or credit card statement again.
2. Contact your bank or credit card company – there is often a processing delay.
3. If you have done all of the above and still have not received your refund, please contact us at [email protected] with your order number.

8. International Returns (if applicable)

For customers outside Hong Kong:

• Return shipping costs and any customs fees are the customer’s responsibility (unless the item is defective).
• Please mark the package as “Returned Goods” to avoid additional import charges.

9. Contact Us

For any return or exchange inquiries, please reach out:

Email: [email protected]
Customer Service Hours: Monday – Friday, 9:00 – 18:00 (HKT)
Postal Address:
WENKANG TRADING LIMITED
RM 01, BLK C, 15/F, JING HO IND BLDG, 78-84 WANG LUNG ST
TSUEN WAN NT, HONG KONG

10. Changes to This Policy

We reserve the right to update or modify this Return & Exchange Policy at any time. Changes will be posted on this page with a new “Effective Date.”