Return & Refund Policy

Last updated: November 1, 2026

Returns

You may request a return of unwanted, unused items within 30 calendar days after receiving them, with proof of purchase, such as your order confirmation or order number.

Items must be clean, in their original condition, and returned with their original packaging, tags, and accessories.

You may inspect an item to check its appearance, dimensions, and suitability, but change-of-mind returns must remain unused. Incense holders must not have been used for burning incense, teaware must not have been used to prepare or serve drinks, and textiles must not have been washed or used. Items must be free of ash, burn marks, tea stains, odors, chips, cracks, and other damage. These conditions do not restrict rights that cannot be limited under applicable law.

These conditions apply to change-of-mind returns. Damaged, defective, incorrect, or misdescribed items are handled separately below.

How to Start a Return

Email simsau_support@163.com with your order number, the item you wish to return, and the reason for your request.

Please contact us before returning an item. If your return is approved, we will provide the return address and instructions.

All returns must be sent to our designated return location in China.

Do not send items to the address printed on your shipping package unless we instruct you to do so.

Please ship approved returns within 14 calendar days after approval. Use a shipping service with tracking and keep your shipping receipt or other proof of shipment.

Return Shipping Costs

You are responsible for return shipping costs for change-of-mind returns, including ordering the wrong size or no longer wanting the item. These returns require international shipping to China, and the cost will depend on your chosen carrier, package weight, and shipping service.

We do not deduct the original outbound shipping cost from your refund.

We do not charge a restocking fee.

If an item is damaged, defective, incorrect, or not as described, we will cover any required return shipping costs. Please contact us before arranging a return.

Exceptions and Non-Returnable Items

The following items are not eligible for change-of-mind returns:

Used incense holders, teaware, textiles, and other home or meditation accessories, subject to applicable law.

Gift cards, except where required by law.

These exclusions do not limit your applicable rights if an item is damaged, defective, incorrect, or not as described.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, defective, incorrect, or not as described.

Email simsau_support@163.com with your order number and a description of the issue. Where possible, include photos or a video of the item and packaging.

Please retain the item and packaging until we provide instructions. We will review the issue and arrange an appropriate replacement or refund at no additional cost to you.

The 30-day change-of-mind return window does not limit any rights you may have under applicable law for these issues.

Exchanges

To request a different size or color, contact us within 30 calendar days after receiving the item.

Exchanges are subject to return eligibility and stock availability. For non-quality-related exchanges, you are responsible for return shipping to China. We provide standard shipping for the replacement item at no additional cost. Any product price difference will be confirmed before you proceed.

If the requested replacement is unavailable, you may return the eligible item for a refund.

Refunds

We will inspect your return and notify you whether your refund has been approved within 5 business days after receiving it.

If approved, we will issue a refund to your original payment method within 5 business days after approval. For refunds that do not require a return, the same timeframe applies after approval.

If a return does not meet the conditions in this policy, we will explain the reason and contact you about the available options before proceeding. We will not apply an unexplained deduction to your refund.

Your bank or payment provider may need additional time to post the refund. If you have not received it within 10 business days after we confirm it was issued, please contact us.

Order Cancellations

To request a cancellation, contact us as soon as possible with your order number.

If we can stop fulfillment, we will cancel the order and issue a full refund. If the order has already shipped, you may request a return after delivery under this policy.

This does not affect any cancellation or refund rights you may have because of shipment delays or under applicable law.

Your Consumer Rights

This policy does not limit your rights under applicable consumer protection laws, including rights relating to defective goods, items not as described, or orders not delivered within the required or agreed timeframe.

Contact

For returns, refunds, exchanges, cancellations, or product issues, email simsau_support@163.com.

We aim to respond within 2 business days, Monday through Friday, excluding holidays.