Refund policy

RETURNS & REFUNDS POLICY

Last updated: August 6, 2026

Thank you for shopping with CHAYUAN VALLEY. If there is a problem with your order, please contact us before returning any product. Returns sent without prior authorization may not be accepted or processed.

14-Day Return Window

You may request a return within 14 days after the carrier marks your order as delivered.

To qualify for a return, the product must:

  • Be unopened and unused;

  • Have its original seal and tamper-evident packaging intact;

  • Be returned in its original packaging;

  • Include all items supplied with the product;

  • Have been purchased directly from the CHAYUAN VALLEY website;

  • Be accompanied by an order number or other proof of purchase.

Approved returns must be shipped within 7 days after return authorization is issued.

Opened Personal-Care Products

For hygiene and product-safety reasons, opened, used, mixed, or water-exposed hair and scalp-care products are generally not eligible for return due to personal preference, change of mind, or dissatisfaction with the individual experience.

This restriction does not apply to products that arrive damaged, are sent incorrectly, or are confirmed to have a quality defect. Nothing in this policy limits rights that cannot legally be excluded.

Damaged, Incorrect, or Defective Products

Please contact us within 7 days after delivery if:

  • The product arrived damaged or leaking;

  • You received the wrong product;

  • The product seal was already broken when the package arrived;

  • The product has a clear and verifiable quality defect.

Please provide:

  • Your order number;

  • A clear photograph of the product;

  • A photograph of the outer packaging;

  • A photograph of the shipping label;

  • A brief description of the problem.

Please keep the product and all original packaging until the claim has been resolved. Once the issue is verified, we may offer a replacement, reshipment, store credit, or refund.

Minor differences in color, aroma, or powder texture may occur between batches because the product is made from plant-derived material. These natural variations do not necessarily indicate a defect.

How to Request a Return

  1. Contact us at [CUSTOMER SUPPORT EMAIL] or through our online contact form.

  2. Provide your order number and reason for the return.

  3. Include photographs if the product is damaged, incorrect, or defective.

  4. Wait for return authorization and return instructions.

  5. Ship the approved return within 7 days using secure packaging.

  6. Retain your return tracking receipt until the return is completed.

Our full return address is not publicly displayed. It will be provided after your return request has been approved.

Return Shipping Costs

For an eligible return caused by a change of mind, ordering error, or personal preference, the customer is responsible for return shipping costs.

If the return is caused by an incorrect item, shipping damage, or a confirmed product defect, CHAYUAN VALLEY will cover reasonable return or replacement costs.

If a package is returned because the customer supplied an incorrect or incomplete address, the customer may be responsible for actual reshipping costs.

Refunds

Once an authorized return is received and inspected, we will notify you of the decision.

Approved refunds will be issued to the original payment method. Refunds usually appear within 5–10 business days after approval, depending on the bank, card issuer, or payment provider.

Standard U.S. shipping is free, so there is no original standard shipping fee to refund. Optional expedited shipping charges are generally non-refundable unless the problem was caused by us.

Exchanges and Replacements

For an incorrect, damaged, or confirmed defective product, we may offer a replacement depending on availability. If a replacement is unavailable, we may issue a refund to the original payment method.

Order Cancellations

Please contact us as soon as possible if you need to cancel or modify an order. We will try to assist, but once an order enters processing or has shipped, cancellation, address changes, and product changes may no longer be possible.

Sensitivity or Discomfort

Stop using the product if persistent irritation or discomfort occurs, and rinse thoroughly with clean water.

Hair type, scalp condition, concentration, and application technique vary between individuals. Personal preference or a result that differs from expectations does not automatically indicate a product defect, but you may contact us for usage assistance.

This policy does not limit any non-waivable rights available under applicable consumer law.