Refund policy

Last updated: 1 September 2026

We want you to be satisfied with your purchase. This policy explains our voluntary 30-day return policy and, where applicable, your statutory consumer rights. Nothing in this policy limits rights that cannot lawfully be excluded.

30-day voluntary return policy

You may request a return within 30 days after receiving your order. To qualify under this voluntary policy, the item must be unused, unworn, undamaged, in its original condition and packaging, with all labels, accessories and proof of purchase.

To request a return, email bruce@ysensbeauty.com with your order number and the item(s) you wish to return. If the item is damaged, defective or incorrect, include clear photographs. Do not send items back before receiving return instructions. The authorized return address may differ from our contact address.

EU, EEA and UK right of withdrawal

If mandatory consumer law gives you a right to withdraw from an online purchase, you may notify us within 14 days after you, or a person designated by you, receives the goods, without giving a reason. After notifying us, you must return the goods within the period required by applicable law, normally 14 days.

You may inspect goods only as you would in a physical shop. You may be responsible for any diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

The withdrawal right does not apply where a statutory exception applies, including goods made to your specifications or clearly personalized, and sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed. This exception does not remove your rights if a product is defective, damaged, incorrect or otherwise non-conforming.

Items that cannot be returned under the voluntary policy

Opened, used or contaminated cosmetic, adhesive, treatment or personal-care products;
Unsealed hygiene-sensitive goods that cannot safely be resold;
Customized, private-label, OEM or made-to-order products;
Gift cards;
Items marked final sale, except where mandatory law provides otherwise;
Hazardous materials, flammable liquids or gases where return transport is prohibited.

Damaged, defective, incorrect or non-conforming items

Inspect your order promptly after delivery. If an item is damaged, defective, incorrect or missing, contact us as soon as reasonably possible at bruce@ysensbeauty.com. We will assess the issue and, where required, offer an appropriate remedy such as replacement, repair, price reduction or refund. We cover reasonable return costs for confirmed damaged, defective or incorrect items.

Return shipping costs

For a voluntary return or change-of-mind withdrawal, you are responsible for direct return shipping costs unless mandatory law requires otherwise. We recommend a tracked service and suitable protective packaging. We are not responsible for returns lost because an untracked or improperly addressed service was used.

If you exercise an EU/EEA/UK statutory withdrawal right, we will reimburse the standard outbound delivery charge where required. Extra costs resulting from your choice of express or premium delivery are not refundable unless required by law.

Refunds

We will notify you after receiving and inspecting the return. Approved refunds are issued to the original payment method. For statutory withdrawals, refunds will be made within the legally required period; we may withhold reimbursement until we receive the goods or evidence that they were sent back, where permitted. Your bank or payment provider may need additional time to post the refund.

Customs duties, import taxes and carrier charges paid directly to third parties are not refundable by us unless required by law or collected by us in error.

Exchanges and cancellations

The fastest way to obtain a different item is usually to return the eligible item and place a new order after the return is approved. Contact us immediately if you wish to cancel an order. We cannot guarantee cancellation after processing or shipment has begun.

Contact

Guangzhou Yichen Trading Co., Limited (trading as Ysen's Beauty)
Room 1605, Ho King Commercial Centre, 2-16 Fa Yuen Street, Mong Kok, Kowloon, Hong Kong
Email: bruce@ysensbeauty.com