Refund and Return Policy

Last updated: 2026/9/8

Thank you for shopping at Amy Guo HanziNest ("we", "us", "our"). This Refund and Return Policy explains your rights and our requirements when returning or exchanging products purchased from amyguo.com (the "Site").

By placing an order on the Site, you agree to the terms of this policy. This policy does not limit any statutory rights you may have under applicable law.

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1. Return Window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be:

• In the same condition that you received it — unworn or unused, with tags, and in its original packaging;
• Accompanied by the receipt or proof of purchase.

To start a return, you can contact us at support@amyguo.com. If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@amyguo.com.

2. Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include your order number and photos of the item and packaging where possible.

We will arrange a replacement, store credit or full refund, including any original shipping charges, at no additional cost to you.

3. Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as:

• Perishable goods (such as food, flowers, or plants);
• Custom products (such as special orders or personalized items);
• Personal care goods (such as beauty products, undergarments, swimwear, and earrings for hygiene reasons);
• Hazardous materials, flammable liquids, or gases;
• Gift cards and downloadable digital products;
• Items marked as "Final Sale" or "Clearance" at the time of purchase.

Please get in touch if you have questions or concerns about your specific item.

4. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Exchanges are subject to stock availability.

5. Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at support@amyguo.com.

6. Free Return Shipping

We offer free returns on all orders. Once your return is accepted, we will provide you with a prepaid return shipping label at no cost to you. Simply attach the label to your package and drop it off at the designated carrier location.

Original shipping fees are non-refundable unless the return is due to our error (defective, damaged, or incorrect item).

We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

7. European Union — 14 Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

We will reimburse you no later than 14 days from the day on which we receive the returned goods, using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

> Model withdrawal form (you may, but are not required to, use this): > > To Amy Guo HanziNest, No.3, Dongliu Lane, Xiawei, Bantian Street, Longgang District, Shenzhen, Guangdong, China, support@amyguo.com: > I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ()/for the provision of the following service (): > — Ordered on () / received on (): > — Name of consumer(s): > — Address of consumer(s): > — Signature of consumer(s) (only if this form is notified on paper): > — Date: > () Delete as appropriate.

8. Cancellations

Orders may be cancelled free of charge before they have been shipped. Once an order has been dispatched, it can no longer be cancelled and must instead be returned in accordance with this policy. Contact us at support@amyguo.com as soon as possible if you wish to cancel.

9. Gifts

If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn't marked as a gift, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

10. Contact Us

If you have any questions about our Refund and Return Policy, please contact us:

• Email: support@amyguo.com
• Business name: 深圳市龙岗区小灯塔互联网工作室（个体工商户）
• Business address: No.3, Dongliu Lane, Xiawei, Bantian Street, Longgang District, Shenzhen, Guangdong, China
• Phone: +86 13606026846
• Business hours (customer service): Mon–Fri, 9:00–18:00