UK & EU Right of Withdrawal

This page explains the statutory right of withdrawal that may apply when an individual consumer, rather than a business customer, enters into a qualifying online or other distance contract with ZHENGYUAN LIMITED and the order is supplied to the United Kingdom or a European Union member state. It supplements our Returns & Refund Policy, which applies to all other return and refund requests. Nothing on this page limits any mandatory rights you may have if a product is faulty, damaged, unsafe, incorrect, or not as described.

Which purchases are excluded from the right of withdrawal?

Please review the following exceptions carefully before placing your order. To the extent permitted by applicable law, the statutory right of withdrawal does not apply to:

• Goods made to your specifications or clearly personalized using your measurements, personal information, individual requirements, personal profile, or requested design. This includes, where applicable, custom-sized or personalized energy jewelry and accessories, Five Elements jewelry and watch bands, individually formulated herbal aromatic jewelry, and other bespoke physical goods.
• Sealed goods that are not suitable for return for genuine health-protection or hygiene reasons once their hygiene or tamper-evident seal has been broken after delivery, where the statutory hygiene exception applies. Depending on the product and its packaging, this may include sealed skin-contact massage or gua sha tools, massage or gua sha oils, acupressure patches, moxibustion products, herbal bath or foot-bath products, and other sealed personal-care products. If you may wish to return such a product, inspect only the external packaging and contact us before breaking its seal.
• Goods that deteriorate or expire rapidly.
• Digital content not supplied on a tangible medium once supply has begun after you gave prior express consent and acknowledged that you would lose your right of withdrawal. This may include downloadable files, PDFs, digital guides, recorded courses, videos, personalized energy wallpapers, and other standard or personalized electronic content.
• Services that have been fully performed after you expressly requested performance during the withdrawal period and acknowledged that the right of withdrawal would be lost once the service was fully performed. This may include Feng Shui consultations, reports, readings, and other personalized analysis services.

Where a service has begun at your express request but has not been fully performed when you withdraw, we may deduct or charge a proportionate amount for the service already supplied, where permitted by law.

An exclusion from change-of-mind withdrawal does not remove your legal rights if the product or service is faulty, damaged, incorrect, unsafe, not supplied, or materially different from its description.

If an order contains both excluded and eligible items, withdrawal eligibility will be assessed separately for each item. An excluded item does not automatically make every other item in the order ineligible.

How long do I have to withdraw?

For eligible physical goods, you normally have 14 days from the day after you, or a person nominated by you other than the carrier, receives the goods. If eligible goods from the same order are delivered separately, the period normally begins on the day after the last eligible item is received.

For eligible services and digital-content contracts, the withdrawal period normally begins on the day after the contract is concluded, subject to the exceptions above.

These periods are measured in calendar days. For EU consumers, if the final day falls on a non-working day and applicable law extends the deadline, it moves to the next working day. UK consumers should treat the deadline as expiring at the end of the 14th calendar day and submit the notice early enough to avoid missing it.

How do I exercise my right of withdrawal?

Before the applicable 14-day period expires, submit an unambiguous statement confirming that you wish to withdraw from the contract. UK and EU customers may submit a cancellation or return request through our online return and cancellation portal. You may also notify us by email at sofiayinyang8635@gmail.com.

Please include your name and order number so that we can identify the purchase. You do not have to give a reason when exercising a valid statutory right of withdrawal. You may also use the model withdrawal form at the end of this page, although it is not compulsory.

Simply refusing delivery, failing to collect a parcel, or sending an item back does not by itself replace the requirement to give us a clear withdrawal notice. Please contact us before returning anything.

How should I return eligible goods?

After we receive your withdrawal notice and identify the goods concerned, we will provide the designated return address and written return instructions. The return address is supplied separately for each eligible return and may differ from our registered office, business correspondence address, fulfilment location, or the sender address shown on the original parcel.

Do not send goods to our registered office, to the address shown on the original parcel, or to any other address unless that address is stated in our written return instructions. Our registered office is used for corporate and legal correspondence and is not equipped to receive or process consumer return parcels. Sending a parcel to an address other than the designated return address may prevent it from reaching the appropriate return facility and may substantially delay identification, inspection, and any refund. This does not affect any mandatory right that cannot lawfully be excluded.

You must send the eligible goods back without undue delay and no later than 14 days after telling us that you are withdrawing. Unless the goods are faulty, damaged, incorrect, or not as described, you are responsible for arranging and paying the direct cost of return shipping.

Please package the goods securely and use a trackable shipping service. Keep your tracking number and proof of postage until your refund is complete. Where reasonably possible, use the original protective packaging. The absence of original packaging does not by itself remove a statutory right, but you may be responsible for damage or diminished value caused by unnecessary handling or inadequate return packaging.

What condition must returned goods be in?

You may inspect eligible goods only to the extent reasonably necessary to establish their nature, characteristics, and functioning, as you could in a physical shop. We may make a lawful deduction from the refund if the value of the goods has been reduced by handling beyond what is necessary.

Breaking a qualifying hygiene or tamper-evident seal may end the right of withdrawal for a hygiene-sensitive product. Natural variations in colour, grain, veining, texture, shape, or pattern are not defects where they are inherent to the material and consistent with the product description and images.

When and how will I be refunded?

For an eligible full withdrawal, we will refund the payments required by applicable law, including the cost of our least expensive standard delivery method offered for the order. Any additional amount paid for express, priority, or other upgraded delivery is not refundable beyond the standard-delivery amount. For a partial return, original delivery charges are not normally refunded unless required by law.

Refunds are issued to the original payment method unless you expressly agree otherwise. For EU withdrawals, reimbursement will be made without undue delay and no later than 14 days after we are informed of the withdrawal, although for goods we may withhold reimbursement until we receive the goods or adequate evidence that they have been sent back. For UK withdrawals involving returned goods, reimbursement will be made without undue delay and no later than 14 days after we receive the goods or, if earlier, adequate evidence that they have been sent back. Other UK withdrawals will be reimbursed within the applicable 14-day statutory period.

We may deduct any lawful amount for diminished value caused by handling beyond what is necessary, and any proportionate amount due for services supplied at your express request before withdrawal. Customer-paid return postage is not refundable unless required by law or agreed by us because the goods are faulty, damaged, incorrect, or not as described.

Can I exchange an item instead?

We do not normally process direct exchanges under the statutory withdrawal procedure. After the returned item has been received, inspected, and confirmed as eligible, the refund will be processed and you may place a new order. No replacement will be dispatched before the original item has been returned and inspected.

What if my order is faulty, damaged, incorrect, or incomplete?

Please contact us promptly at sofiayinyang8635@gmail.com with your order number and, where reasonably available and relevant, clear photographs or video. If you cannot provide photographs or video, contact us anyway so that we can assess the issue. These cases are handled under applicable consumer-protection law and our Returns & Refund Policy, rather than as a change-of-mind withdrawal. If a return is necessary and the claim is confirmed, we will provide instructions and cover reasonable return costs as required by law.

Model withdrawal form

Complete and send this form only if you wish to withdraw from an eligible contract. You may copy it into an email.

To: ZHENGYUAN LIMITED
58 Peregrine Road, Ilford, England, IG6 3SZ, United Kingdom
Email: sofiayinyang8635@gmail.com

This address is provided to identify the trader and for withdrawal notices or other legal correspondence. It is not a designated returns address and its inclusion does not authorise the delivery of return parcels to it. Please wait until we provide the return address and written return instructions before sending any goods.

I/We hereby give notice that I/We withdraw from my/our contract for the sale of the following goods or supply of the following service:

Order number: ______________________________

Goods or services: __________________________

Ordered on / received on: ____________________

Name of consumer(s): ________________________

Address of consumer(s): ______________________

Email address: ______________________________

Signature of consumer(s), only if submitted on paper: __________________

Date: _____________________________________

Contact us

If you have questions about whether an exception applies before you purchase or open a sealed product, please contact us at sofiayinyang8635@gmail.com.