Refund policy

Last updated: 20 October 2026

This policy applies to online orders from Dr.YUU's UK store. Our products and website are for adults aged 18 and over. Nothing in this policy limits your statutory rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Cancelling before dispatch

Contact us as soon as possible with your order number if you wish to cancel or change an order. If it has not been dispatched, we will try to stop it and refund a cancelled order. Once an order has been handed to the carrier, we may be unable to intercept it; your cancellation and return rights below still apply. Special rules apply to goods made to your specifications or clearly personalised.

2. Your 14-day right to cancel

For eligible goods bought online, you may cancel without giving a reason by telling us within 14 days after the day you receive the goods. If one order is delivered in separate parts, the period generally runs from receipt of the last item. You then have a further 14 days from telling us to send the goods back.

Tell us clearly that you wish to cancel, giving your name, order number and the items concerned. You may use the sample notice below or any other clear statement. Asking for return instructions does not remove or delay your right to give notice within the statutory period.

3. Hygiene seals and return condition

For health and hygiene reasons, the change-of-mind cancellation right does not apply to sealed intimate products that are unsuitable for return once unsealed, if you break or remove the hygiene seal after delivery. It also does not apply to goods made to your specifications or clearly personalised. Opening an outer delivery carton alone does not remove your cancellation right where the product's hygiene seal remains intact.

For a change-of-mind return of sealed intimate goods, keep the hygiene seal intact and do not use, wash, test internally or allow body contact with the product. Please return supplied accessories, instructions and any gifts linked to the returned purchase. Use the original packaging where possible, or suitable protective packaging. For other eligible goods you may inspect them as you could in a shop; we may deduct only any loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning, where the law permits.

These hygiene and condition rules do not exclude your rights if goods are faulty, damaged, misdescribed or otherwise do not conform to the contract. Sale items have the same statutory rights as full-price items.

4. Faulty, damaged or incorrect goods

Contact us with your order number or other proof of purchase and a description of the problem. Where useful, we may ask for photos of the product, packaging or fault to help identify it. Do not send intimate images or images of a product in use. Photos are not a condition that removes your statutory rights.

Under UK law you normally have a short-term right to reject non-conforming goods within 30 days of delivery and receive a refund. After that, you may be entitled to a repair or replacement and, where the legal conditions are met, a price reduction or final rejection and refund. A fault appearing within the first six months is generally presumed to have been present at delivery unless we show otherwise or the presumption is incompatible with the circumstances. These periods do not replace any longer rights available under applicable law.

We bear the reasonable return costs for faulty, damaged, incorrect or otherwise non-conforming goods. Contact us so that we can arrange an appropriate return method or agree reimbursement. Do not continue using an item that appears unsafe or damaged.

5. Return instructions and costs

Contact us for the correct return address and instructions before posting. A return reference helps us identify your parcel, but is not a condition of your statutory cancellation rights. The sender address on a parcel and our registered business address are not return depots. Do not post a return to either unless we specifically instruct you to do so.

For a change-of-mind return, you pay the direct cost of sending the goods back. Orders ship from China, and a return may need to be sent internationally to our authorised return location. Request the destination and check the carrier's price before posting. We do not charge a restocking fee. This allocation of costs does not apply where the goods are faulty or the law requires us to pay.

Pack the goods securely and keep proof of dispatch. We recommend a tracked service. Please do not return goods cash-on-delivery without agreement.

6. Refunds

For a valid cancellation, we refund the price of the returned goods and, where you cancel the whole order, the cost of our least expensive standard outbound delivery option. Any extra cost of an upgraded delivery service is not refundable under the change-of-mind right.

We make cancellation refunds without undue delay and within 14 days of being told of your cancellation. For goods, we may withhold the refund until we receive them back or you provide evidence of sending them back, whichever is earlier. Where we agree that no return is needed, we will not wait for a parcel.

For a statutory rejection of faulty goods, refunds are made without undue delay and within 14 days after we agree you are entitled to one. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee. Our checkout and refunds are in GBP; your bank or payment provider may apply its own exchange rates or charges.

7. Delivery problems

Orders ship from China, with an estimated UK delivery time of 6–15 days. If a parcel is late, lost, damaged or marked delivered but not received, contact us so we can investigate. A carrier investigation does not replace our responsibility to deliver or your statutory remedies. Incorrect addresses, refused parcels or failed delivery do not automatically remove your cancellation or refund rights; any deduction must be lawful and explained.

8. Contact and cancellation notice

Email service-uk@dryuu.com for order support, return instructions, privacy enquiries or rights requests. Please include your order number for order-related enquiries.

HUANQU TECH INTERNATIONAL LIMITED
RM D, 13/F, SUN FAI COMM CENTRE, 576 RECLAMATION ST, MONG KOK, HONG KONG

The address above is our registered address and principal place of business. It is not a designated product return address and does not accept returns without specific instructions.

You may send the following notice by email: “I give notice that I cancel my contract for the following goods: [items]. Order number: [number]. Ordered on / received on: [dates]. Customer name: [name]. Customer address: [address]. Date: [date].”