Refund Policy

At Thu Huong Ecom we are committed to delivering quality. We carry out a detailed inspection of all items before dispatch and carefully pack them to avoid damage on their journey to you, so you can be confident your Items will arrive healthy and pots are ready for use.

If you do have a problem, rest assured that we are here to help, we understand that everybody wants to be treated fairly and reasonably.

You can get in touch with us via email at [email protected] or use the Contact Us form on the website.

Returns Address

If you need to return an item to us, please use the following returns address: ROOM B3, 19/F, TUNG LEE. COMMERCIAL BUILDING, 91-97. JERVOIS STREET, SHEUNG WAN, HONG KONG

Returns and Refunds Policy:

Our policy for returns and refunds varies depending on the product you have ordered.

Faulty, Damaged and Incorrect Goods:

If you receive a product that is faulty, damaged or incorrect, we will cover the cost of return shipping using our own carrier. Please inform us of the problem within 7 days of receiving the product and include digital photographs to help us understand the issue.

You can return the item within 28 working days for a replacement or refund. Once we receive your return, we will process your refund within 5 working days. The refund will be sent to the original payment method used to make the purchase. If you haven’t received the refund after 5 working days, please contact your bank for more information.

Please note that some products may have minor variations in color, shape or size due to the manufacturing process. These variations are not considered a fault and contribute to the uniqueness and character of the product.

Non-Faulty Products:

If you change your mind about a product or it doesn’t meet your expectations, you can return it within 14 working days for a refund or exchange. The cost of return shipping will be at your expense, and the product must be in its original condition with all tags and packaging intact.

We reserve the right to refuse a return or refund if the product is not returned in its original condition, has been used or damaged, or if it is not returned within the specified timeframe.

Please note that our refund policy does not affect your statutory rights. If you have any questions or concerns, please don’t hesitate to get in touch with us.