Refund policy

Last updated: July 28, 2026

At Naturequeenx, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please contact us at service@naturequeenx.com before sending any item back.

30-Day Return Window

Eligible items may be returned within 30 days after the date of delivery.

To qualify for a return, an item must:

- Be unused, unworn, unwashed, unaltered, and undamaged
- Be in its original condition and original packaging
- Include all original accessories, manuals, labels, gifts, and components
- Be accompanied by proof of purchase
- Receive return authorization from us before it is shipped

Items returned without prior authorization may be refused or may experience significant processing delays.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery. If an item is damaged, defective, or different from what you ordered, contact us promptly at service@naturequeenx.com and provide:

- Your order number
- A description of the problem
- Clear photographs or video showing the issue
- Your full shipping address and contact phone number

If the return is approved because of a verified defect or an error on our part, we will provide return instructions and cover the authorized return shipping cost or offer another appropriate solution.

Returns for Personal Reasons

Returns requested for personal reasons include, but are not limited to:

- Ordering the wrong item, size, or color
- Changing your mind
- No longer wanting the item
- Personal preference

For approved returns made for personal reasons:

- The customer is responsible for return shipping costs
- Original shipping charges are non-refundable
- Any additional delivery cost for a replacement item may be the customer’s responsibility

Non-Returnable Items

The following items are not eligible for return or exchange, except where required by applicable law or where the item is defective or incorrect:

- Final-sale or clearance items clearly marked as non-returnable
- Free gifts and promotional items
- Personalized, made-to-order, or customized products
- Items that have been used, worn, washed, altered, or damaged after delivery
- Items missing original packaging, accessories, labels, or components
- Items returned more than 30 days after delivery

Discount codes, coupons, and promotional credits cannot be exchanged for cash.

Return Authorization and Return Address

Before returning an item, email service@naturequeenx.com and wait for approval.

If your return is approved, we will provide the authorized return address and return instructions. The registered office address shown on this website is not a return warehouse. Do not send returns to the registered office, the parcel’s original shipping address, or any other address unless we have specifically instructed you to do so.

We do not accept cash-on-delivery or freight-collect returns.

Return Procedure

1. Contact service@naturequeenx.com within 30 days after delivery.
2. Provide your order number, purchase email, reason for return, and any requested photographs or video.
3. Wait for return approval and the authorized return address.
4. Package the item securely with all original packaging and components.
5. Ship the return using a trackable service and retain the shipping receipt and tracking number.

We are not responsible for unauthorized returns or for return packages lost or damaged in transit when return shipping is arranged by the customer.

Refunds

After the returned item is received and inspected, we will notify you whether the refund is approved.

Approved refunds are issued to the original payment method, generally within 5–10 business days after inspection. Your bank or payment provider may require additional time to post the refund.

Original shipping charges, return shipping costs, and additional delivery charges are generally non-refundable unless the return results from a verified defect or an error on our part.

Exchanges

Approved exchanges are processed after the returned item is received and inspected. Replacement availability is not guaranteed.

If the requested replacement is unavailable, we may offer a refund or another available option.

Order Changes and Cancellations

Contact us as soon as possible if you need to change or cancel an order. We will try to assist, but we cannot guarantee changes or cancellation once an order has entered processing or has been shipped.

Contact Us

For return or refund questions, contact:

Naturequeenx
Operated by ORGEN TECHNOLOGY GROUP LIMITED  
Email: service@naturequeenx.com  
Phone: +852 2368 8511  
Registered office: Room 704, 7/F, Tower A, New Mandarin Plaza, 14 Science Museum Road, Tsim Sha Tsui, Hong Kong