RETURN, EXCHANGE AND REFUND POLICY

Applicable to ready-made products purchased through the Tuyetlan Orchidsilk website.

Note: Made-to-Order or Bespoke products are governed by the separate Made-to-Order and Bespoke Service Policy.

1. Purpose and scope

This Policy sets out the conditions, period and procedure for returns, exchanges and refunds for ready-made products.

2. General conditions

A request may be accepted where:

• The request is submitted within the applicable period;
• The product is unused, unwashed and unaltered, except where inspection is necessary;
• Labels, tags and included accessories remain intact, where applicable;
• The customer provides the order information and reasonable evidence; and
• The product falls within an eligible circumstance under this Policy.

3. Eligible circumstances

Tuyetlan Orchidsilk will consider a return, exchange or refund where:

• The product delivered is different from the confirmed order;
• The parcel contains fewer products than confirmed;
• The product has a manufacturing or technical defect; or
• The product was damaged during shipping and the incident can reasonably be verified.

Depending on the circumstances, Tuyetlan Orchidsilk will discuss and agree with the customer on an appropriate solution, including replacement, delivery of missing products, repair or refund.

4. Exclusions

Unless otherwise required by law or agreed by Tuyetlan Orchidsilk, returns, exchanges and refunds are not available where:

• The customer selected an unsuitable design, colour or size;
• The customer changes their mind or no longer needs the product;
• The customer dislikes the design, colour or material after receipt;
• Damage results from improper use, storage or care;
• The product has been worn, washed, altered or is no longer in its original condition;
• Required tags, labels or accessories are missing; or
• The product was sold as discounted, clearance or non-returnable, except for manufacturing defects or incorrect delivery.

5. Request period

Customers must submit a request within seven (07) days from receipt.

A request submitted after this period may be declined if there is insufficient basis to verify the matter, without limiting any non-excludable rights under applicable law.

6. Procedure

Step 1: Contact Tuyetlan Orchidsilk and provide the order number, purchaser’s name, photos or video where available, and the requested resolution.

Step 2: Tuyetlan Orchidsilk reviews and verifies the information.

Step 3: If the request is eligible, Tuyetlan Orchidsilk provides return or handling instructions.

Step 4: After receiving and inspecting the product, Tuyetlan Orchidsilk notifies the customer of the outcome.

Customers should not return a product without first receiving instructions.

7. Return and exchange shipping costs

Domestic orders

Where Tuyetlan Orchidsilk is responsible for the issue, it will bear reasonable shipping costs arising from the return or exchange.

International orders

The return method and shipping costs will be assessed according to the nature of the defect, product value, destination country and actual costs. Tuyetlan Orchidsilk will discuss an appropriate arrangement with the customer while respecting the customer’s rights under applicable law.

Discretionary support outside this Policy

If Tuyetlan Orchidsilk agrees to a change-of-mind exchange as a goodwill exception, the customer bears shipping and related costs unless otherwise agreed.

8. Refunds

Where replacement is unavailable or another arrangement is agreed, Tuyetlan Orchidsilk will issue a refund.

The refund will normally be returned to the original payment method where practicable, or by bank transfer or another agreed method.

Refund processing generally takes seven to fifteen (07–15) business days after eligibility is confirmed. The time for funds to appear may depend on the bank or payment provider.

9. Refusal of a request

Tuyetlan Orchidsilk may refuse a request if:

• The information provided is false or misleading;
• There is evidence of fraud or abuse of this Policy; or
• The product does not satisfy the conditions stated above.

10. Amendments and effective date

This Policy applies together with the Purchase, Payment, Shipping, Order Inspection and Warranty Policies.

Tuyetlan Orchidsilk may update this Policy to reflect changes in law or business operations. The updated version and its effective date will be published on the website.

Unless otherwise required by law, an update will not adversely affect an order confirmed before the update takes effect.

This Policy is effective from 27 July 2026.