Refund Policy

Last updated: 4 September 2026

1 · Our Promise

We want you to be genuinely happy with your purchase. If something is not right, we will make it right.

You may request a return within 30 days of delivery, subject to the conditions below. Because this is a cosmetic product applied directly to the skin, hygiene rules apply — please read this policy before opening your item.

2 · What Can Be Returned

3 · Opened Products

To start a return, always email us first. We will confirm whether your item is eligible and send you the correct return address — this is the fastest route and saves you paying to ship something back that cannot be accepted.

To start a return, always email us first. We will confirm whether your item is eligible and send you the correct return address — this is the fastest route and saves you paying to ship something back that cannot be accepted.

For health and hygiene reasons, we cannot accept returns of opened or used skincare products where the reason for return is a change of mind. Once the seal is broken, the product cannot be resold.

This does not affect your legal rights. If an opened product is faulty, has been damaged in transit, or is not as described, you remain fully entitled to a replacement or refund — contact us and we will take care of it.

4 · Skin Reactions

Every skin is different. If you experience irritation or an adverse reaction, stop using the product immediately and contact us at help@tinclea.com with your order number and a description of what happened.

We review each case individually and, where appropriate, offer a refund even if the product has been opened. We may ask for photographs to help us understand the issue.

If a reaction is severe or persists, please seek advice from a healthcare professional.

5 · How to Request a Return

1. Email help@tinclea.com within 30 days of delivery. Include your order number and the reason for return.
2. We will reply within 1 business day with return authorisation and the correct return address.
3. Pack the item securely and send it back using a tracked service. Keep your tracking number.
4. Once we receive and inspect the item, we will process your refund.

Please do not send anything back before contacting us. Returns sent without authorisation may not be traceable to your order and cannot be refunded.

6 · Refunds

Once your return has been received and inspected, we will email you to confirm the outcome. Approved refunds are issued to your original payment method within 3–5 business days.

Depending on your bank or card issuer, it may take a further 5–10 business days for the funds to appear on your statement.

Refunds cover the price of the product. Original shipping costs are refunded only where the return is due to our error — a faulty, damaged or incorrect item.

7 · Exchanges

We do not offer exchanges. If you would like a different product, please return your original item under this policy and place a new order.

If your item arrived faulty, damaged or incorrect, this is not an exchange — we will send a replacement at no cost to you, and you do not need to pay return shipping. Simply email us with your order number and photographs, and we will arrange it.

8 · Contact Us

We reply to all return enquiries within 1 business day, Monday to Friday.

Hong Kong Tinclea Biotechnology Co., Limited
help@tinclea.com