Refund policy

Return Policy

If you receive a product with any quality issues or discrepancies from your order, please contact our customer service team within 7 days of receiving the item. We will provide return or exchange services based on the situation.

Due to the special nature of the products, we do not accept returns or exchanges for issues not related to quality.

To qualify for a return, your item must be in the same condition as received, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To initiate a return, you can contact us at info@oilfactorie.com. Please note that returns must be sent to the following address: 18/F, Block C, Kim Hung Industrial Centre, 66-82 Chai Wan Kok Street, Tsuen Wan.

If we accept your return, we will send you a return shipping label along with instructions on how and where to send the package. Items returned to us without prior authorization will not be accepted.

For any return issues, feel free to contact us at info@oilfactorie.com.

Damages and Issues

Please check your order upon receipt. If any items are defective, damaged, or you received the wrong item, please contact us immediately so we can assess the issue and rectify it.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as perishable goods (e.g., food, flowers, or plants), customized products (e.g., special orders or personalized items), and personal care items (e.g., beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. If you have questions or concerns about specific items, please contact us.

We regret that we do not accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get the item you want is to return the item you have. Once your return is accepted, please purchase the new item separately.

EU 14-Day Cooling-Off Period

Notwithstanding the above, if the goods are shipped to the EU, you have the right to cancel your order or return it for any reason within 14 days, without any justification. As mentioned above, your item must be in the same condition as received, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Refunds

Once we receive and inspect your return, we will notify you and inform you whether your refund has been approved. If approved, you will automatically receive your refund via the original payment method within 10 business days. Please remember that your bank or credit card company may also take some time to process and send the refund. If more than 15 business days have passed since we approved your return, please contact us at info@oilfactorie.com.