Refund policy
Last updated: [19/05/2026]
Thank you for choosing our healing products! We provide a 14-day return and refund policy. However, we do not accept "unconditional returns" (such as dislike, change of mind, etc.) and only provide return and exchange services under the following clear conditions. If customers need returns and refunds, please read the following terms carefully and fill out the return application form: [https://forms.gle/seGLhJNr4FSb78Rx8].
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I. Return applicable conditions.
You can apply for a return only in the following cases:
1. Shipping error
- Received a product that you did not order (such as the product model and specifications do not match).
- The original logistics label and unopened state must be retained for verification.
2. The product is damaged or has quality problems.
If the customer has quality problems when receiving the product (such as essential oil leakage, jewelry breakage, or soap deterioration).
- Clear photo/video evidence is required (e.g., leaking outer packaging, close-up of broken parts).
However, Circumstances where returns are not applicable:
- Products that have been opened and used or have incomplete packaging (e.g., essential oils opened, soaps with sealed films removed, etc.).
- Products with damaged protective labels
- Customized products (e.g., engraved jewelry, essential oils with specified formulas, etc.).
- Damage caused by improper custody by the buyer (e.g., jewelry oxidized due to contact with cosmetics, etc.).
- Due to personal subjective feelings (e.g., smell preference, color difference, expected effect not met, etc.).
- Personalized (e.g., size adjustment) and customized products (e.g., engraved jewelry).
- Specials
- Free gifts
- Natural materials containing natural wood grain, particles, or sediment (such as crystal, pearls, sandalwood, etc.)
- Shipping costs
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II. Return process and deadline
1. Application deadline
- You must contact customer service to apply within 14 days after receiving the product. Late applications will not be accepted.
2. Required documents
- Order number and description of the reason for return.
- Photo/video evidence of defects or errors (the problem area must be clearly shown).
- Complete packaging photos of unopened products (applicable to shipping errors).
3. Review process
- We will reply to the review results within 5 working days.
- If the evidence is insufficient or the conditions are not met, the return request will be directly rejected.
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III. Refund method and time
1. Refund channel
- Refund to the original payment method (cross-border refunds may incur handling fees, which shall be borne by the buyer).
2. Processing Time
- Refunds will be completed within 21 working days after receiving and verifying the returned goods.
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IV. Supplementary Terms for Special Goods
1. Essential Oils and Soaps
- No returns after unpacking (hygiene and safety terms).
- If leakage occurs during transportation, please keep the outer box and anti-collision packaging as evidence.
2. Healing Jewelry
- Returned goods must not have signs of wear or human damage.
- Differences in color and texture of natural jewelry are not considered defects.
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V. International Return Notes
1. Customs Clearance Documents
- Returned goods must be accompanied by a copy of the commercial invoice and marked "Returned Goods—No Commercial Value."
2. Tariff Processing
- Tariffs paid will not be refunded.
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VI. Policy Statement
We reserve the right to reject customers who abuse the return policy (such as multiple complaints without evidence).
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Contact Us
For return requests or questions, please contact us through the following methods:
- Customer Service Email: [orientalmountainhk@gmail.com]
- Application Form of Return and Refund: [https://forms.gle/seGLhJNr4FSb78Rx8]
- Service Hours: [Monday to Friday 12:00-21:00 Hong Kong Time]
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