Refund policy

This policy applies to DIY craft kits, beads and accessory-making supplies purchased through the Fiona DIY Collection website, including deposit and balance payments for these products.

1. 30-day return requests

You may request a return by emailing hailimai510@gmail.com within 30 calendar days, starting on the day after you receive your items. You do not need to give a reason for a change-of-mind return or a return due to an ordering mistake. Items must remain in good condition, with all materials, components and included items present. Opening the packaging for reasonable inspection does not prevent a return. Please use the original packaging where possible, or packaging that provides equivalent protection.

Crafting or use beyond what is necessary for inspection, such as cutting, gluing, irreversible assembly or consuming materials, may make an item ineligible for our voluntary 30-day change-of-mind return policy if it cannot be restored and its value is significantly reduced. This does not exclude claims relating to defects or your rights under applicable law. Discounted items follow the same rules.

2. Missing parts, damage, incorrect items and defects

Please contact us as soon as possible after discovering a problem. Include your order number, a description of the issue and photos that help show the problem. You may also provide a video if available. An unboxing video is not required to request after-sales support.

Once missing or damaged components are verified, we will work with you to arrange replacement parts at no charge. For incorrect items or defects that affect normal crafting or use, we can offer an exchange, a return for a refund, or a partial refund with your agreement, depending on the circumstances. You do not have to accept replacement parts or a partial refund instead of a return and refund to which you are legally entitled.

We cover the necessary shipping costs for replacement parts, returns and exchanges arising from defects, missing or incorrect items, or damage in transit. Defect claims are not assessed solely against the 30-day change-of-mind return period.

3. Crafting and delivery support

We provide help checking kit contents and basic crafting guidance. If you encounter a problem while making your item, send us your order number and photos of the issue so we can help troubleshoot.

Materials damaged or lost through customer mishandling are not eligible for free replacement. If replacement components are in stock, we can provide a quotation and arrange a purchase with your agreement.

If your order has not arrived by the promised delivery deadline, contact us for help tracking it. If the parcel is confirmed lost or we cannot fulfil the order, we will work with you to arrange a replacement shipment or refund. Your statutory cancellation rights remain unaffected.

4. Return process and shipping costs

Email us your return request, identifying the items you wish to return and providing your order number or other verifiable proof of purchase. You do not need to provide evidence of a defect for a change-of-mind return. We will reply within 2 business days with the return address, recipient details and shipping instructions. Your request date is the date you send your notice; a delay in our reply will not invalidate a timely request.

Please ship the items back within 14 calendar days after receiving our return instructions and keep your shipping receipt and tracking information. If applicable law sets a different deadline, that deadline applies. Do not send returns directly to the sender address on your parcel, as that address may not accept returns.

For returns made for personal reasons, such as a change of mind or an ordering mistake, you pay the return shipping costs. Original shipping charges that were separately charged and actually incurred are generally non-refundable, except where applicable law requires otherwise. See Section 7 for refunds of standard delivery charges under the EU right of withdrawal. If your original order qualified for free shipping, we will not deduct the original outbound shipping cost from your refund. We do not charge return handling or restocking fees.

If you return the entire order because of defects, incorrect items or damage in transit, we refund the amount paid for the products and the original shipping charges. For a partial return, we refund the amount paid for the affected items and the portion of the original shipping charges attributable to those items. We also cover the necessary return shipping costs.

Our customer service team will email the complete return address and recipient details after receiving your request. Please confirm the address with us before shipping your return.

5. Refund methods and timing

For eligible returns, we will process your refund within 7 calendar days of receiving the returned items and notify you by email. If no return is required, we will process the refund within 7 calendar days after the refund arrangement is agreed. If applicable law requires an earlier refund, we will follow that deadline.

Refunds are issued to the original payment method. You will not be required to accept store credit or a coupon. Product refunds are based on the amount actually paid. Where an order was paid through separate deposit and balance transactions, refunds will be issued against the original transactions up to the total amount due to be refunded.

The time it takes for a refund to appear in your account depends on your bank or payment provider. If it has not appeared within 10 business days after our refund notification, contact us for assistance.

6. Order cancellations and split payments

If your order has not shipped, you may contact us to request cancellation. Within 7 calendar days after cancellation is confirmed, we will process a refund of the corresponding product payments and any shipping charges that have not been incurred. If applicable law requires an earlier refund, we will follow that deadline. Orders that have already shipped are handled under the return provisions of this policy.

Deposit and balance payments form part of the total amount paid for the corresponding product order. Using a separate payment link does not automatically exclude a payment from refund eligibility. If we cancel an order because an item is out of stock or we cannot fulfil the order, we refund all payments received for that order.

Earlier orders remain subject to the terms in effect when they were placed and applicable law. This update does not reduce your existing rights.

7. Statutory rights

This policy does not limit your rights under applicable consumer protection laws or payment platform rules. The 30-day return period does not replace any statutory period of protection for defective goods.

For orders covered by the EU consumer right of withdrawal, you may notify us of your decision to withdraw within 14 days of receiving the goods and return them within 14 days after giving that notice. We will refund you within 14 days of receiving your withdrawal notice, but may withhold the refund until we receive the goods or valid evidence that you have sent them back, whichever occurs first.

If you withdraw from the entire order, we refund the standard delivery charge. Additional charges for an express delivery option you chose are excluded. You pay the return shipping costs unless applicable law requires us to cover them.

After-sales support: hailimai510@gmail.com