Return policy

Order Cancellation

We accept order cancellations before the product is shipped or produced. If you decide to cancel your order and meet the cancellation criteria, we will provide a full refund. If the product has already been shipped or is in production, we cannot cancel the order. Therefore, we recommend that you confirm your cancellation request as early as possible during the order processing stage to avoid any inconvenience.

Custom or personalized items (such as DIY plush toys) cannot be canceled once production has begun. If a shortage or delay affects your order, our team will contact you to confirm your preferences before proceeding.

Return Policy

We value your shopping experience, and if you are not completely satisfied with your purchase, we offer a return service. To ensure a smooth return process, please note the following:

You may request a return within 14 calendar days of receiving the product.

The item must be unused and in the same condition as when you received it.

The item must be in its original packaging with all accessories, manuals, and labels included.

To complete your return, you must provide a receipt or proof of purchase.

If your return is due to product damage, quality issues, or if you received the wrong item, we will cover the return shipping cost.

If you simply change your mind or wish to return an item for personal reasons, the return shipping cost will be borne by the customer.

We do not accept returns in the following cases:

  • Items returned more than 14 calendar days after receipt

  • Custom or personalized products (e.g. DIY plush toys), unless faulty

  • Items not in original condition, or missing parts not due to our error

  • Clearance or promotional items (unless faulty)

We recommend using a tracked shipping service to return your item and ensuring the product is securely packaged to avoid damage during transport. Please do not send the product directly to the manufacturer. All return requests should be directed to our customer service team first.

Refund Policy

Once we receive and inspect your return, we will process your refund order within 3–7 working days, and you will receive an email notification with the refund status.

If your refund is approved:

  • The refund will be credited to your original payment method.

  • Actual processing times may vary depending on your bank or payment provider, But usually the refund will be returned to your account within 3-7 working days

If your return is not approved, we will notify you with the reason and offer potential alternative solutions.

Late or Missing Refunds

If you have not received your refund:

  1. First check your bank account again to ensure it's not pending.

  2. Contact your credit card company—it may take some time before your refund is officially posted.

  3. Then, check with your bank, as processing delays may occur.

If you’ve done all this and still have not received your refund , please contact our customer service team and we will assist you immediately.

Return Address & Additional Information

To initiate a return, please contact our customer service team to obtain the correct return address and specific return instructions. Unauthorised returns may not be accepted.

We are committed to providing full support throughout your return experience.

Customer Service Contact Information:

Phone: +61 425 261 939
Email: Support@Xingfutang.Store
Address: 26A Brown St, Bronte NSW 2024 Australia

Our support team typically responds within 48 hours on business days (Monday to Friday, excluding holidays). We are here to help you resolve any issues as quickly and smoothly as possible.