Refund policy

Effective Date: April 10, 2026

This Return & Refund Policy explains in clear and exact terms how returns, exchanges, refunds, cancellations, and loss claims are handled. By placing an order on our website, you confirm that you have read, understood, and agreed to this policy.

1. Return Window

• Returns are accepted within 30 calendar days from the date of delivery
• Requests submitted after 30 calendardays will be automatically declined
• The delivery date is determined by carrier tracking confirmation

2. Exchange Policy

We accept exchanges for eligible items within the 30-calendar-day return window

Exchanges are subject to:

• Product availability
• Verification of item condition

If an exchange item is unavailable, a refund will be issued instead

Exchanges do not reset the original return window

3. No Restocking Fee

• We do not charge restocking fees
• Customers will never be penalized for approved returns or exchanges

4. Return Eligibility Requirements

Returned items must meet all of the following conditions:

• Unused, unworn, and unaltered
• In original packaging (where applicable)
• Free from damage caused by misuse
• Accompanied by valid proof of purchase

Items failing inspection may be refused and returned to the customer at their expense.

5. Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to:

• Damage during transit
• Manufacturing defect
• Incorrect or missing item caused by us

Original shipping costs are non-refundable, except where required by law

6. How to Initiate a Return

To initiate a return or exchange, customers must follow the steps below. Returns that do not follow this process may be delayed or rejected.

Step 1: Contact Customer Support

Send an email to support@tidyark.com within the 30-calendar-day return window.

Your email must include the following information:

• Order number
• Full name used on the order
• Email address used at checkout
• Clear reason for the return or exchange
• Supporting photos or videos, if the item is damaged, defective, incorrect, or incomplete

Incomplete requests may require additional information before approval can be granted.

Step 2: Return Request Review

All return requests are reviewed within 1–2 business days (Mon-Fri)

We verify:

• Order details
• Eligibility under this policy
• Item condition (if applicable)

If approved, you will receive written confirmation by email

Approval is required before any item is returned.

Step 3: Receive Return Authorization & Instructions

Once approved, you will receive:

• Return authorization confirmation
• Return address
• Packaging and shipping instructions
• Return deadline, if applicable

Do not send items back until you receive this information.

Step 4: Ship the Return

Returned items must be shipped using a trackable shipping method

Customers are responsible for:

• Proper packaging to prevent damage
• Retaining tracking proof until the return is completed

We are not responsible for returns lost in transit without valid tracking

Important Notices

• Returns sent without prior authorization may be refused
• Unauthorized returns may not be eligible for refunds or exchanges
• Items sent to our registered business address without approval may be returned or discarded

7. Return Methods

Approved returns must be shipped using a tracked and verifiable shipping service

Customers are responsible for:

• Safe packaging
• Retaining tracking proof until resolution is complete

8. Refund Processing Time

Refunds are processed within 10 business days (Mon to Sat) after:

• The return is received
• The item passes inspection
• Refunds are issued to the original payment method

Processing times by banks or card providers are outside our control

9. Customer Responsibility

Customers are responsible for:

• Initiating returns within the allowed timeframe
• Providing accurate information
• Paying return shipping when applicable
• Using tracked shipping for returns
• Monitoring refund status with their payment provider

10. Our Responsibilities

We are responsible for:

• Providing clear return instructions
• Processing approved refunds within stated timelines
• Resolving verified damage, defect, or fulfillment errors
• Complying with UK consumer protection laws

11. Return Address

• The return address is provided only after approval
• We will send the return address and detailed return instructions via e-mail to customers.
• Returns sent to our registered business address without approval may not be processed. Don't return the items without approval.

12. Damaged, Defective, Incorrect, or Missing Items

Must be reported within 48 hours of delivery

Customers must submit:

• Clear photos or videos
• Order number
• Detailed description

Failure to report within 48 hours may result in claim denial.

13. Lost Parcel Policy

Outbound Orders

• A parcel is considered lost only after official carrier confirmation
• We will assist with investigations
• Resolution (refund or replacement) depends on carrier outcome

Returned Parcels

• Returns lost without tracking are the customer’s responsibility

14. Order Cancellation Policy

• Orders may be cancelled within 24 hours of placement
• Orders already in processing or shipped cannot be cancelled

15. Lost or Missing Returns

• Customers must provide valid tracking proof
• Refunds will not be issued for returns that cannot be confirmed as delivered to us

16. Late or Missing Refunds

If a refund has not been received:

• Check your bank or card provider
• Confirm processing delays with your payment processor
• Contact us at support@tidyark.com

We cannot override bank processing timelines.

17. Items Returned Without Approval

• Unauthorized returns may be refused
• We are not liable for loss of items returned without approval

18. Policy Abuse Prevention

To maintain fairness:

• Excessive or abnormal return activity may result in restrictions
• Returns suspected of misuse may be denied

19. Fraud, Abuse & Safety Protection

All claims are subject to verification

Fraudulent claims may result in:

• Refund denial
• Account restrictions
• Reporting to payment providers or authorities

20. Business Information

Registered Company Name: TOPRO INTERNATIONAL CULTURE MEDIA LIMITED

Company Registration Number: 80115156

Registered Address: RM 5076,5/F YAU LEE CTR NO.45 HOI YUEN RD, KWUN TONG, KOWLOON.

Mail: support@tidyark.com

Phone: +852 5140 1728

Live Chat: Available on the website

Business Hours: Monday to Friday 9:00 AM - 6:00 PM, (GMT+08:00) Hong Kong Standard Time (Hong Kong).