Last updated: September 19, 2026
1. Contacting us about a return
To report a withdrawal, return, damaged item or incorrect item, email bigpowerzhifu@gmail.com. Include the order number, your name, the product and the reason for contacting us. For damage or an incorrect item, include photographs of the product and packaging.
2. Right of withdrawal
Consumers in the European Economic Area generally have 14 days after receiving goods to withdraw from a distance contract without giving a reason. The notice must be sent before the deadline. After receiving it, we will provide instructions and the applicable return address.
3. Food and sealed goods exceptions
The right of withdrawal may not apply to goods liable to deteriorate rapidly or to sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed, to the extent allowed by applicable law. Do not open tea or break its seal if you plan to return it because you changed your mind. This exception does not limit rights relating to faulty, damaged or incorrectly supplied products.
4. Condition and return of goods
Returned goods must be complete, securely packed and not handled beyond what is necessary to establish their nature and characteristics. Send them without undue delay and no later than 14 days after giving notice of withdrawal. For a change of mind return, the customer pays the direct return shipping cost unless agreed otherwise.
5. Refunds
A refund will be issued using the original payment method unless expressly agreed otherwise. It includes the product price and the cost of the least expensive standard delivery offered. We will initiate the refund within the period required by law, generally no later than 14 days after receiving the withdrawal notice. We may withhold it until we receive the goods or evidence that they were sent back. Bank or payment provider processing time may apply.
6. Damaged, faulty or incorrect products
If a product arrives damaged, does not match its description or is not the item ordered, contact us promptly. After review, we will offer a remedy required by law, such as replacement, price reduction or refund. The seller pays reasonable return costs for faulty or incorrectly supplied goods.
7. Cancellation before dispatch
Send a cancellation request as soon as possible. If the order has not entered fulfilment or been handed to the carrier, we will try to cancel it and refund the payment. After dispatch, the return rules above apply.
8. Return address
Do not send a product back before contacting us. We will provide the return address and any required parcel reference after accepting the request, as these may depend on the product and delivery destination.