Refund policy

Every order from YEUK LAM SUI is checked and packed by hand before it leaves our Hong Kong warehouse. If something is not right, contact us and we will put it right. This policy explains how returns, refunds and warranty claims work.

Cancellations and the return window

You may cancel an order at any time before it is dispatched. After delivery you may request a return within 30 days. To be eligible, the item must be unused, in its original packaging with all accessories, cables and manuals, and you will need your order number or proof of purchase.

How to start a return

Email service@jadepetsupply.shop with your order number and a short description of the issue. We reply with return instructions, usually within one business day. Please do not send an item back before contacting us so that we can track it properly.

Return shipping

If the return is due to a fault, transit damage or an error on our side, we cover the return shipping. If you have changed your mind about an item that arrived as described, you are responsible for the cost of sending it back to us.

Restocking fees

We do not charge restocking fees for approved returns.

Damaged, faulty or incorrect items

Please inspect your parcel as soon as it arrives. If an item is damaged in transit, dead on arrival, missing or not what you ordered, contact us within 48 hours of delivery with photographs of the parcel and the item. We will arrange a replacement, a repair or a refund, whichever is appropriate.

Warranty

Consumer electronics and accessories sold by YEUK LAM SUI carry a 12-month warranty against manufacturing defects from the date of delivery. The warranty does not cover accidental damage, liquid damage, normal wear, or damage caused by using a product outside its stated specifications. Where a fault cannot be repaired or replaced, we will refund you.

Refunds

Once a return is received and inspected we will email you the outcome. Approved refunds are issued to the original payment method. Your bank or card issuer may take 5–10 business days to show the credit. Original shipping charges are refunded only where the item was faulty or incorrectly supplied.

Your statutory rights

Nothing in this policy limits your rights under the Sale of Goods Ordinance (Cap. 26) and the Trade Descriptions Ordinance (Cap. 362) of the Hong Kong SAR. Goods must be of merchantable quality, fit for their purpose and as described.

Contact

Questions about a return? Email service@jadepetsupply.shop or call +852 2635 1706. Our business address is 1 On Yiu Street, Sha Tin, New Territories Hong Kong SAR.