Return & Refund Policy

Return Shipping Address

Please send all authorised returns to:

HZS Herr Wang (YUOUY)
Bauernhife 10A
15236 Frankfurt (Oder)
Brandenburg
Germany

Please write your order number and return authorisation number (RMA) clearly on the parcel. Returns sent to any other address, or without prior authorisation, may be refused.

Return Packaging Requirements

To ensure your return is accepted and processed without delay, please follow the packaging requirements below.

1. Product Condition
- Items must be unused, undamaged and in the same condition in which you received them.
- All original tags, labels and protective film must remain attached.
- Items should be returned in their original packaging where possible. If the original packaging is damaged or unavailable, please use packaging of equivalent protective quality.

2. Outer Packaging
- Place the product in its original retail box first, then pack the retail box inside a plain outer carton or shipping bag.
- Do not attach shipping labels, tape or writing directly to the product's retail packaging. Labels applied directly to retail packaging may make the return ineligible for a full refund.

3. Protective Padding
- Fragile items must be padded with bubble wrap, foam or similar protective material.
- Ensure the item cannot move inside the carton during transit.
- Clay balls and other consumables must be packed in a sealed bag or container to prevent spillage.

4. Documents to Include Inside the Parcel
- Your order number (for example #12345)
- Your return authorisation number (RMA), if one has been issued
- A short note stating the reason for the return

5. Shipping Method
- We strongly recommend using a tracked and insured shipping service.
- We cannot accept responsibility for returns that are lost or damaged in transit.
- Please retain your tracking number until your refund has been confirmed.

6. Customs Declaration (returns from outside the EU)
If you are returning an item from outside the European Union, please mark the parcel as "Returned Goods" on the customs declaration to avoid unnecessary duties.

Return Eligibility

We accept returns and exchanges within 30 days after you receive the goods. Products must be unused, intact and kept with original packaging. Items damaged by human factors or improper use are not eligible for free return or refund.

Refund Process

Please contact our customer service first if you want to return products. After your application is approved, send the items back to us. We will inspect the goods and complete the refund within 3–7 working days.

Return Shipping Fee

We will cover return shipping costs if the problem is caused by product quality or our delivery mistakes. If you return goods for personal reasons, you need to bear the return freight.

Non-Refundable Cases

Refund is not available for products with lost accessories, man-made damage, or items that cannot be imported legally in your region.