Refund Policy
This Return & Exchange Policy applies to all orders placed on our SHOPLINE‑powered ftminer skincare store. Please read all terms carefully before submitting a return request.
Return requests must be submitted within 30 calendar days from the date you receive your parcel. No return requests will be accepted after this period.
Return Eligibility Requirements
To qualify for return, your item must satisfy all conditions below:
Unused condition: Products must be unused, free of stains, scratches, or any signs of application. Any product that has been opened, pumped, dispensed, or used cannot be returned for change‑of‑mind reasons, due to cosmetic hygiene rules.
Original packaging intact: Items must be returned with complete original retail packaging, factory seals, labels, inserts and accessories. Damaged, torn or discarded original packaging will disqualify your return.
Valid proof‑of‑purchase: You must provide your order number as proof of purchase when submitting your return application.
Non‑Returnable Items (cannot be returned for change‑of‑mind)
- Any skincare product that has been opened, tampered, partially‑used or sampled (except for manufacturing defects, transit damage or our shipping error)
- Free gifts, bonus samples and gift‑with‑purchase items (cannot be returned separately)
- Final‑sale / clearance marked items
Note: Skin sensitivity or individual allergic reaction does not constitute a manufacturing defect. We strongly recommend patch‑test before full‑face application.
Step‑by‑Step Return Process
Do NOT send goods back without prior authorization. Unauthorized returns will not be processed.
- Submit return application: Send an email to service@ftminer.com. Please include in your message:
- Your order number
- Item name / SKU you wish to return
- Clear reason for return
- Photos of product and packaging (required for defective / damaged / wrong‑item claims)
- Await our reply: Our support team will review your request within 2‑3 business days. If approved, we will issue you a Return Merchandise Authorization (RMA) number together with full return‑shipping instructions and designated return receiving address.
- Prepare your parcel: Securely pack the item using original packaging. Write your RMA number clearly on the outside of the return package.
- Ship back the goods: Send your package using a traceable shipping service. Keep your shipping receipt and tracking number for your records.
- Inspection & processing: Once our receiving facility gets your returned parcel, we will inspect product condition. We will email you an inspection result and proceed with refund or exchange accordingly.
Exchange service: Product exchange is available only for defective, damaged or incorrectly‑shipped items. We do not support exchange purely for customer preference / change‑of‑mind.
Return Shipping Cost Responsibility
Change‑of‑mind return (customer personal preference):
You are fully responsible for all return‑shipping fees, any customs charges or import fees incurred during return shipment. We do not provide pre‑paid shipping labels for personal‑reason returns. We suggest you select a trackable courier service for your return shipment. No restocking fee will be charged for eligible returns.
Defective / damaged in transit / incorrect item shipped (our error):
We will bear the reasonable return‑shipping cost for verified defective, damaged or wrong‑item orders. Our support team will guide you on shipping arrangements.
Refund Timeline
After we receive and inspect your returned goods, we will notify you via email whether your refund is approved or rejected.
If approved, refund will be issued to your original payment method.
Refund processing time varies by payment provider and bank. It may take 5‑10 business days to reflect on your account after we release the refund.
Original outbound shipping cost for your order is non‑refundable for change‑of‑mind returns.
Late or Missing Refund
If you have received refund‑approval email but funds do not show up:
- Double‑check your bank or payment‑provider account.
- Contact your credit‑card / payment service provider; banks often have internal processing delays.
- If unresolved, email us at service@ftminer.com with your order number, RMA number and return tracking number for follow‑up.
Important Notes
We are not liable for packages lost or damaged during customer‑initiated return transit. You are advised to use traceable shipping for return parcels.
If returned goods arrive used, damaged, missing original packaging or without valid RMA number, we reserve the right to reject your return and send the item back to you at your cost.
Company: TODAYE TECH LTD
Address: Unit 1919 44a Frances Street，Newtownards，Northern Ireland，BT23 7DN
Support Hours: Monday‑Friday 09:00‑18:00 (UTC+8). Response may be delayed during Hong Kong and Chinese public holidays.