Refund Policy

When you're eligible for a refund

• You returned an eligible item within the 30-day window and it passed inspection (see our Returns Policy).
• Your order arrived damaged, defective, or incorrect.
• Your order was lost in transit and could not be recovered or replaced.
• You canceled an order before it was dispatched.

How refunds are issued

Approved refunds are credited to your original payment method via Stripe. We do not issue cash refunds or refunds to a different card or account than the one used for purchase.

Refund timing

Once a refund is approved, we process it within 2 business days. After processing, it typically takes an additional 5–10 business daysfor the funds to appear on your statement, depending on your bank or card issuer. We'll email you when the refund is on its way.

Partial refunds

In some cases a partial refund may be granted — for example, an item returned with missing parts or showing signs of use beyond reasonable testing. We'll always explain the reason before issuing a partial refund.

Non-refundable charges

• Original shipping charges, except where the return is due to our error.
• Return shipping costs for change-of-mind returns.
• Import duties or customs fees paid to a destination country.

Order cancellations

You can cancel an order for a full refund any time before it's dispatched. Email support@oupenholder.shop as soon as possible. Once an order has shipped, our Returns Policy applies instead.

Contact

To request a refund or ask a question, email support@oupenholder.shop or call +852 3018 8866 (Mon–Fri, 9am–6pm HKT).