Refund policy

Last updated: 4 July 2026

This policy explains how YIZHUO handles returns, refunds, replacements, and product issues for retail online orders placed through this Shopify store. We sell genuine branded products and many items are personal care, food, beverage, hygiene, or intimate-use products, so we do not offer unconditional change-of-mind returns.

Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law, including consumer guarantees that cannot be excluded.

Summary

  • Defective, damaged, incorrect, unsafe, or not-as-described items: contact us and we will assess the issue. If the issue is confirmed, we will provide an appropriate remedy under Australian Consumer Law, such as a refund, replacement, or other solution.
  • Change of mind / buyer's remorse: we do not accept returns or exchanges because you changed your mind, found the item cheaper elsewhere, ordered the wrong item, no longer need the item, or do not like the item after purchase.
  • Return method: all returns must be approved by us first. For approved problem returns, we will provide a prepaid Australia Post return label where a return is required.
  • Return cost: we cover return shipping for approved defective, damaged, incorrect, unsafe, or not-as-described items. We do not charge a restocking fee for approved problem returns.

Returns for product problems

Please contact shop@yizhuo.au if your order arrives damaged, incorrect, unsafe, defective, missing an item, or materially different from the product description.

To help us review the issue, include:

  • your order number;
  • the product name;
  • a clear description of the problem;
  • photos of the item, barcode, batch/expiry details where relevant, packaging, parcel label, and outer carton if the parcel arrived damaged.

For visible delivery damage, incorrect items, or missing items, please contact us within 7 days of delivery where possible. For other product problems, please contact us within 30 days of delivery or within a reasonable time after discovering the issue. These timeframes help us investigate and do not limit any non-excludable rights under Australian Consumer Law.

Assessment and remedies

We may need to assess the product, photos, packaging, delivery record, or batch information before confirming the remedy. If a problem is confirmed, the remedy will depend on the issue and Australian Consumer Law. This may include a refund, replacement, or another suitable solution.

If the product has a major problem under Australian Consumer Law, you may be entitled to choose a refund or replacement. If the problem is minor, we may provide a remedy within a reasonable time.

We will not ask you to contact the manufacturer instead of YIZHUO for an issue covered by Australian Consumer Law.

Change-of-mind returns

We do not accept change-of-mind returns or exchanges. This includes situations where:

  • you no longer want or need the item;
  • you ordered the wrong item, size, flavour, scent, colour, or quantity;
  • you found the item cheaper elsewhere;
  • you expected a different result but the item matches its description and is not faulty;
  • the product packaging or presentation is different from what you expected but the product supplied is correct and not materially different from the listing.

Items that cannot be returned for change of mind

For hygiene, food safety, and product integrity reasons, the following items cannot be returned for change of mind. This does not affect your rights if the item is faulty, unsafe, damaged, incorrectly supplied, or not as described.

  • opened food, beverages, confectionery, pantry items, or consumable products;
  • opened or used beauty, skincare, haircare, grooming, shaving, oral care, deodorant, personal care, hygiene, or health-related products;
  • underwear, intimate apparel, or clothing that has been worn, tried on against the body, washed, damaged, marked, had tags removed, or had hygiene seals or packaging opened;
  • products with broken seals, missing packaging, missing accessories, altered barcode labels, or signs of use not caused by the reported issue;
  • items damaged by misuse, abnormal use, incorrect storage, failure to follow instructions, or handling after delivery.

How approved returns work

  1. Email shop@yizhuo.au before sending anything back.
  2. Wait for our return approval and instructions.
  3. If a return is required for an approved problem return, we will provide a prepaid Australia Post return label.
  4. Pack the item securely, including all original packaging and accessories where available.
  5. Lodge the parcel at a nearby Australia Post office or approved Australia Post drop-off location.

Please do not send products back without approval. Unapproved returns may be refused, delayed, or returned to sender. If you arrange your own return shipping without our written agreement, we may not be able to reimburse that cost.

Refund timing

Once a refund is approved, we will process it back to the original payment method. We aim to process approved refunds within 5 business days after the returned item is received and assessed, or after we confirm that a return is not required. Your bank, card issuer, PayPal, Shop Pay, or other payment provider may take additional time to show the funds.

Original shipping charges and return shipping costs for approved product-problem returns will be handled in accordance with Australian Consumer Law and the specific issue. If an order is refunded because we supplied the wrong item, the item is faulty, or the item arrived damaged, we will not charge you for the approved return label.

Order cancellation before dispatch

If you need to cancel an order, contact us as soon as possible. If the order has not been packed, dispatched, or otherwise processed for delivery, we will try to cancel it. Once the order has been packed, handed to Australia Post, or processed for delivery, cancellation may no longer be possible.

Delivery issues

Delivery problems such as lost parcels, returned parcels, delivery delays, or collection reminders are handled under our Shipping Policy. Please contact us within 1 month of the order date for delivery-related issues so we can check available delivery records.

Contact

For returns and refunds, email shop@yizhuo.au with your order number and issue details.