Returns
Returns and Refunds
Return eligibility, return shipping responsibility, and refund timing are disclosed before payment and applied to order-linked support cases.
Returns, Cancellations and Refunds
Order cancellation
You may cancel an unpaid order while payment is pending. After payment, contact [email protected] as soon as possible. Cancellation cannot be guaranteed after fulfillment or shipment has started.
Return eligibility
Eligible products may be returned within 30 calendar days after confirmed delivery. Items should be unused, complete, and in their original condition unless they arrived damaged, defective, or incorrect. Hygiene-sensitive, personalized, perishable, or final-sale items may be excluded where permitted by law. Mandatory consumer rights under applicable local law are not affected.
Damaged, defective, or incorrect items
Contact [email protected] promptly with your order number, a description of the problem, and clear photos or video where relevant. After review, Vistating may provide a refund, replacement, or another appropriate remedy. Do not send an item back until return instructions have been issued.
Change-of-mind returns
For an eligible return caused by personal preference or change of mind, the customer is responsible for return shipping. Vistating covers reasonable return shipping for verified damaged, defective, or incorrect items.
Refund timing
Approved refunds are initiated within 5 business days after the returned item is received and inspected, or after a refund without return is approved. The payment provider may require an additional 5 to 10 business days to post the credit to the original payment method.
How to start a request
Sign in, open the relevant order, and submit an order-linked support request. You may also email [email protected] with your order number and the email address used for the order.
Vistating is operated by Quadrant Personal Shopping Trade Co., Limited. Registered address: Room 5065, 5/F, Yau Lee Centre, 45 Hoi Yuen Road, Kwun Tong, Hong Kong.
