退換貨及送貨政策

Return and Exchange Policy

To protect customer rights and interests, standardize the return and exchange process, and combined with the characteristics of personal care products (such as electric toothbrushes and water flossers) and service standards, this Return and Exchange Policy is formulated. Customers are requested to read it carefully before purchase.

I. 7-Day Unconditional Return/Exchange for Unopened Products

Application Conditions:

Within 7 days of receiving the product, customers may apply for an unconditional return or exchange if the product packaging is intact, unopened, undamaged, unused (does not affect secondary sales), and all accessories are complete.

Restrictions:

This clause does not apply to free gifts and products explicitly marked as non-returnable/non-exchangeable on the official website.

Cost Responsibility:

For unconditional returns/exchanges requested due to personal reasons (e.g., change of mind), customers shall bear all necessary costs including round-trip shipping fees, customs duties, and customs clearance fees.

II. Free Exchange for Quality Issues Within 30 Days

Application Conditions:

Within 30 days of receiving the product, customers may apply for a free exchange if the product has quality defects that prevent normal use (appearance damage is not considered a quality issue), regardless of whether the product has been opened or used.

· If the product has been opened and used but is confirmed to have a quality issue, a return may be requested without any handling fee.

Application Process:

1. Immediately take photos of the defective parts of the product and the packaging labels, and prepare the order number and product number.
2. Contact the official website customer service center to submit the application and explain the details of the defect.
3. After the customer service confirms the quality issue, arrangements will be made for the exchange.

Cost and Service Notes:

· The company shall bear the shipping fees, customs duties, and customs clearance fees incurred due to exchanges for quality issues.

· Each order only supports one exchange. If the same product is out of stock, a refund will be processed for the customer (no handling fee will be deducted from the refund, and the original order's shipping fees and taxes are non-refundable).

III. Non-Returnable/Non-Exchangeable Items

· Return or exchange requests due to personal reasons (e.g., dislike, unmet expectations, or wrong purchase) may be accepted if the product remains unopened and unused within 7 days of receipt, does not affect secondary sales, and all accessories are complete. Requests that do not meet these conditions will not be accepted.

· Returns for non-quality issues (including appearance blemishes, incompatibility with personal skin type, etc.) will not be accepted if the product has been used and cannot be returned to saleable inventory.

· Non-quality issue products that are opened, damaged, or missing accessories beyond the aforementioned time limits (7-day unconditional / 30-day quality issue period) and affect secondary sales.

· Products returned without prior confirmation from customer service.

· Promotional sets, add-on items, and limited-time/limited-quantity products may be returned or exchanged if they meet the 7-day conditions of remaining unopened and unused, not affecting secondary sales, and having all accessories complete.

· If a customer refuses to accept the delivered product after it has been shipped, the customer shall bear the round-trip shipping fees.

· Consumables such as brush heads, toothpaste, and replacement parts are not eligible for return or exchange once opened or used.

Note:

All products covered by this policy are personal care items (including electric toothbrushes and water flossers). To ensure the safety and hygiene of all customers, products that do not meet the above terms will not be accepted for return or exchange.

IV. General Rules

· Application Channel: All return and exchange requests must be submitted exclusively through the official website customer service center; requests via other channels will not be accepted.

· Refund Notes: Refunds will be returned to the original payment platform of the order. Processing will be completed within 15 working days after approval (actual timeliness is subject to the processing status of the payment platform). The refund amount is based on the actual payment minus relevant fees; original order shipping fees are non-refundable.

· Free Gift Requirements: All free gifts included in the order must be returned together with the product. If not returned, the retail value of the gifts will be deducted from the refund.

· Promotion Rules: After returning or exchanging products in an order, the originally used discount codes and store credits cannot be reused. If the order no longer meets the promotion threshold after returning a set, the retained products will be calculated at the original price, and the price difference will be deducted from the refund.

· Order Validity: By completing the payment successfully, the customer is deemed to have agreed to this policy. Order details (such as color, quantity, etc.) cannot be changed.

In case of any dispute, ECOLITE WELLBEING (HK) CO., LIMITED reserves the final right of decision.

Shipping Policy

Last Updated: September 4, 2026

Important Notice: SFHK APP Security Upgrade

Starting from August 6, 2024, pickup notifications via the SFHK APP officially replaced SMS notifications. To ensure you receive delivery updates in a timely manner, please enable push notifications on your mobile device. You can also track your shipment status in real time through the SFHK APP.

Shipping Fees

1. Hong Kong & Macau (Local Delivery)

2. International Shipping (Excluding Taiwan)

• International Shipping Shipping fees are subject to the actual amount displayed at checkout.

• Customs Clearance During normal delivery, customs clearance is fully handled by us, with no additional action required from customers. If a return or exchange is requested due to personal reasons, the customer shall bear the related round-trip shipping fees, customs duties, and customs clearance fees.

Delivery Restrictions & Notes

1. Delivery to P.O. Boxes is not supported. Please provide a valid non-P.O. Box delivery address.

2. The above shipping fees do not include surcharges arising from special delivery circumstances, such as addresses without elevators or shipments requiring manual handling because they cannot fit into an elevator. Additional handling fees will apply.

3. For enquiries about surcharges for special delivery addresses, please contact customer service before placing your order.

Order Tracking

All orders are delivered by SF Express. Tracking methods are as follows:

• SF Express Official Website & SFHK APP Enter the waybill number provided in your shipping confirmation email to check the latest delivery status.

• SF Express Customer Service Hotline: 2730 0273.

• WhatsApp Customer Service: For orders without a scheduled delivery time, contact customer service via WhatsApp at 9717 0665 for assistance.

Return & Redelivery Policy

If an order is returned for any of the following reasons, redelivery may be arranged. The customer will be responsible for the redelivery fee, and the original shipping fee will not be refunded:

• Incorrect Delivery Information Including an incorrect delivery address, P.O. Box, or hotel address.

• Failed Delivery Including multiple failed delivery attempts or refusal by the recipient to accept the package.

• Identification Issues Including refusal to provide identification documents required for customs clearance, where applicable to certain international orders.

• Customs Issues Including failure to comply with applicable customs requirements or refusal to pay applicable taxes and charges, if any.

Delivery Timeframe

• Hong Kong & Macau: 2–3 business days, based on Hong Kong business days.

• Other International Regions (excluding Taiwan): 15–30 business days, excluding customs clearance time. Actual delivery times may vary depending on the destination and customs clearance progress.

• Pre-order Items: The above delivery timeframes do not apply to pre-order items. Delivery arrangements for pre-order products will be notified separately.