Return & Refund Policy

Return & Refund Policy

Last updated: July 2026

At Privly, we want customers to shop with confidence while also protecting product hygiene and customer safety. This policy applies to orders placed on our official website.

1. Return Request Period

Return or refund requests must be submitted within 14 calendar days after the order is delivered.

2. Eligible Returns

To be eligible for return, the item must be unused, unopened, unworn, unwashed, undamaged, and in its original factory-sealed packaging with all tags, accessories, manuals, protective films, and seals intact.

3. Hygiene and Non-Returnable Items

For health, hygiene, and safety reasons, opened, unsealed, used, worn, tried-on, washed, or customer-damaged personal wellness items, hygiene-related products, sleepwear or apparel items, sealed consumables, clearance items, final-sale items, gift cards, and customized products are not eligible for return or exchange unless they are defective or we shipped the wrong item.

4. Defective, Damaged, Wrong, or Missing Items

If your order arrives defective, damaged, incorrect, or missing accessories, please contact us within 48 hours after delivery and provide your order number plus clear photos or videos. After review, we may offer a replacement, replacement parts, store credit, or a refund to the original payment method depending on the situation.

5. How to Request a Return

Please contact us at rongzeyun@gmail.com before sending any item back. Include your order number, the item involved, the reason for the request, and supporting photos or videos where applicable. Returns sent without prior approval may not be accepted.

6. Return Shipping

For voluntary returns, customers are responsible for return shipping costs and any related customs, duties, or taxes. If the return is caused by our error, such as a wrong item, defective item, or missing parts, we will provide a reasonable solution at no additional cost to you.

7. Refund Processing

Approved refunds are normally processed within 3–5 business days after we receive and inspect the returned item or confirm the issue. Refunds are issued to the original payment method unless otherwise agreed. Your bank or payment provider may require additional time to post the refund.

8. Order Cancellations

Please contact us as soon as possible if you need to cancel an order. Once an order has been processed, packed, or shipped, cancellation may no longer be possible.

9. Contact

For return and refund support, contact us at rongzeyun@gmail.com. We usually respond within 1–2 business days.