Returns & Refunds

Last updated: 28 July 2026

We want every Jiayue order to arrive exactly as expected. Because international return shipping can be costly and returned parcels may be damaged in transit, we do not accept returns or refunds simply because a customer has changed their mind, except where mandatory consumer law provides otherwise.

Please check before ordering

Before placing your order, please review the product photos and the listed approximate size, material and construction, backing type, and application and care instructions.

Small variations in colour, stitching and texture are normal for embroidered products and are not usually considered defects. This does not apply where an item materially differs from its description or product images, or cannot perform its stated purpose.

Change-of-mind returns

Except where mandatory consumer law provides otherwise, we do not accept returns, exchanges or refunds because:

  • you changed your mind or no longer want the item;
  • the colour, style or character is not your personal preference;
  • you ordered the wrong item, size or quantity after the relevant information was shown;
  • you did not review the material, backing or application instructions before ordering.

Damaged, faulty, missing or incorrect items

If your order arrives damaged in transit, faulty, incomplete or incorrect, please email hello@jiayueshop.com as soon as reasonably possible. For visible delivery damage, missing items or an incorrect item, contacting us within 14 days of delivery helps us investigate quickly. A fault that could not reasonably have been discovered during that period should be reported when it is discovered.

Please include your order number, a short description of the problem, and clear photos of the item. For delivery damage, an incomplete parcel or an opened parcel, please also provide photos of the outer packaging and shipping label where reasonably available.

Please keep the item and any available packaging until we have reviewed the issue, and do not send anything back unless we ask you to. Not having the original packaging does not by itself remove any mandatory consumer rights.

Where applicable law requires a particular remedy or order of remedies, that law will apply. Otherwise, after reviewing the information, we may:

  • send a replacement for the affected item;
  • send the missing or correct item;
  • refund the relevant price difference or provide an agreed partial refund;
  • provide a refund where appropriate or required by law;
  • offer another reasonable solution agreed with you.

This reporting request does not shorten or limit any mandatory statutory claim or legal-guarantee period.

Applied or used patches

Except where mandatory law requires otherwise, patches that have been ironed on, heated, glued, stitched, washed or otherwise used cannot normally be returned. Incorrect application, use on an unsuitable material, incorrect washing or normal wear is not automatically considered a product defect.

If you believe a patch or the application instructions were materially faulty, incomplete or misleading, contact us with clear photos and details of how the patch was applied. We will review the case fairly, and any mandatory consumer rights remain unaffected.

Cancellations and address changes

Contact us as soon as possible if you need to cancel an order or change the delivery address. We may be able to help before the order enters processing or dispatch, but changes and cancellations cannot be guaranteed.

Once an order has been dispatched, it cannot be cancelled as an ordinary change-of-mind request. This does not affect any statutory withdrawal right that applies to your order.

Statutory withdrawal rights

In some countries, mandatory consumer law gives customers a statutory cooling-off or withdrawal right for eligible online purchases. Where that right applies, contact us within the applicable legal period before sending anything back. We will provide the correct return address and instructions.

Where legally permitted and disclosed before purchase, the customer is responsible for the direct return cost of a statutory change-of-mind return. Goods should be handled only as reasonably necessary to inspect them; where the law permits, a reduction in value caused by handling beyond that may be deducted from the refund. These rules are separate from the remedies available for damaged, faulty, missing or incorrect goods.

Approved refunds

Approved refunds are returned to the original payment method. We normally process an approved refund within 3–5 business days, but your bank or payment provider may need additional time to show it in your account.

Mandatory consumer rights

Nothing in this policy excludes or limits consumer rights that cannot legally be excluded in the customer’s country. Where mandatory law grants a withdrawal right or requires a particular remedy, Jiayue will honour that right.