Terms and Conditions

• All products are subject to availability. Although we try to keep product information and stock status up to date, certain items may become unavailable after an order is placed due to real-time inventory changes, supplier availability, or store availability.
• To avoid unnecessary delivery delays, if an item in your order is out of stock or unavailable, we may replace it with a similar item where reasonably appropriate.
• Any replacement item will be selected based on similar function, purpose, quality, and value. The replacement item will be of equal or higher value, and no additional charge will apply.
• If no suitable replacement is available, we may remove the unavailable item from your order and refund the affected amount. If the unavailable item is a major part of your order and we are unable to fulfil the order reasonably, we may cancel the order and issue a full refund for any amount already paid.
• If we replace an unavailable item and you are not satisfied with the replacement, you may request a free return for the replacement item. Once the returned item is received and confirmed, we will refund the affected amount.
• Where an item is replaced, refunded, or cancelled due to availability, we will notify you by email or through another available communication channel.

1. Delivery Time & Fee

• We aim to deliver your order to your hotel reception/front desk within approximately 60 minutes from the time your order is successfully placed and confirmed.
• A ¥20 delivery fee applies to each order below ¥99. Orders of ¥99 or above are eligible for free delivery.
• Delivery time may be affected by factors such as incorrect delivery details, hotel access restrictions, traffic conditions, store availability, weather conditions, or other circumstances beyond our reasonable control.
• In cases of severe weather or force majeure events, including but not limited to typhoons, heavy rain, flooding, road closures, traffic restrictions, or official weather warnings, YiZe will assess whether delivery can be safely completed.
• If we determine that delivery is not possible or not safe under the circumstances, we reserve the right to delay, reschedule, or cancel the order. If the order is cancelled by us for this reason, any amount already paid will be fully refunded.

2. Delivery to Hotel Reception

• Due to local regulations and hotel security requirements, our deliveries are made to the hotel reception/front desk only. We are unable to deliver directly to guest rooms or enter guest accommodation areas.
• Delivery is considered completed once the order has been handed over to the hotel reception/front desk or accepted by hotel staff on your behalf. Please collect your order from the reception/front desk as soon as possible after receiving the delivery confirmation.
• We are not responsible for delays or loss after the order has been accepted by hotel staff, but we will do our best to assist you if any issue occurs.

3. Offline Card & Cash Payment

• If you choose to pay by offline card payment or cash, please come to the hotel reception/front desk to complete the payment within 10 minutes after receiving our delivery confirmation.
• The first 10 minutes of waiting time are free. After that, a waiting fee of ¥20 for each additional 10-minute period, or part thereof, may apply.
• If payment is not completed within 30 minutes after delivery confirmation, we reserve the right to cancel the delivery and take the items back. If you still wish to receive the items, you may need to place a new order, and a new delivery fee may apply.
• This waiting fee does not apply if the delay is caused by us or by hotel staff.

4. Delivery Notification

• We will notify you by email once your order has been delivered.
• Please make sure you provide an accurate email address when placing your order. You may also wish to check your spam or junk folder if you do not see the delivery notification.

5. If You Cannot Find Your Delivery

• If you have trouble finding your delivery, please ask the hotel reception staff for a delivery bag from Yize or show them your delivery confirmation.
• If the reception staff cannot locate your order, please contact us as soon as possible through WeChat or the live chat on our website, and we will help you check the delivery status.

6. Missing or Wrong Items

• If any item is missing from your order, or if you receive the wrong item, please contact us through WeChat or live chat as soon as possible.
• Once the issue is confirmed, we will offer a suitable solution at no additional cost, such as:
• redelivering the missing or correct item; or
• providing a refund for the affected item.
• We may ask for photos of the delivered items and packaging to help us verify and resolve the issue quickly.

7. Post-Purchase Support

• For any post-purchase questions or delivery-related issues, you can contact us through WeChat or start a live chat on our website.

1. Non-Quality-Related Returns

• For returns not related to a product quality issue, you may request a return within 7 days after your order has been delivered.
• For non-quality-related returns, the 7-day period starts from the day after the order is delivered. To request a return, please contact us through WeChat or live chat and provide your order details.
• The returned item must meet the return condition requirements set out below. Certain items may not be eligible for non-quality-related returns once opened, used, activated, or where the original sealed packaging has been damaged.

2. Product Quality Issues

• Product quality issues are handled separately from non-quality-related returns and are not limited to the 7-day no-reason return period.
• If an item has a confirmed product quality issue, arrives damaged before you receive it, or cannot function as reasonably expected, please contact us as soon as possible through WeChat or live chat.
• Depending on the product type, the issue, and the applicable laws, regulations, manufacturer warranty, or after-sales policy, we may offer a suitable solution, such as:
• repair;
• replacement;
• exchange;
• redelivery of the correct item;
• partial refund; or
• full refund.
• If the issue is confirmed to be a product quality issue or caused by us, we will bear the necessary return, exchange, or redelivery costs.

3. Wrong Items or Missing Items

• If we deliver the wrong item or miss an item from your order, please contact us as soon as possible through WeChat or live chat.
• Once confirmed, we will offer a suitable solution at no additional cost, such as:
• redelivering the correct or missing item;
• replacing the affected item;
• accepting a free return; or
• providing a partial or full refund.

4. Returns Not Related to Product Quality

• If the return is not related to a product quality issue, wrong item, or missing item, a ¥20 return collection fee will be deducted from your refund.
• Original delivery fees are non-refundable for non-quality-related returns, as the delivery service has already been completed.

5. Return Condition Requirements

• Returned items must be complete and in a condition that allows us to resell them.
• For travel essentials, personal care items, toiletries, hygiene products, period care products, food and drinks, and similar items, returns are only accepted if the item is unopened, unused, and in its original sealed packaging.
• For electronics and charging products, the item may be opened and reasonably tested. However, it must be returned with all original packaging, accessories, cables, manuals, labels, and parts. The item must not show noticeable signs of use, wear, scratches, damage, missing parts, water damage, activation, authorization, or personal usage data that affects our ability to resell it.

6. Non-Returnable Items

• For safety, hygiene, or usage reasons, certain items cannot be returned or exchanged unless there is a confirmed product quality issue, wrong item, or missing item.
• These may include:
• opened or used personal care, hygiene, toiletry, or period care products;
• opened food or drink items;
• opened, activated, used, or topped-up SIM cards, data cards, digital codes, or similar products;
• items with damaged original seals where the seal is necessary for hygiene, safety, or product quality;
• items damaged, incomplete, or missing original packaging due to customer handling;
• items clearly marked as non-returnable on the product page or during checkout.

7. Kits, Bundles, Add-Ons and Free Gifts

• If your order includes a kit, bundle, add-on item, promotional item, or free gift, all related items must be returned together.
• If any part of the kit, bundle, add-on item, promotional item, or free gift is missing, used, opened, damaged, or not in resalable condition, we may reduce the refund amount or refuse the return.

8. Inspection and Refund

• All returned items will be inspected after we receive them.
• Once the return is approved, the refund will be processed to your original payment method where possible.
• For non-quality-related returns, the final refund amount may deduct any applicable return collection fee, original delivery fee, waiting fee, or reduction in item value caused by missing parts, damage, use, activation, or non-resalable condition.
• For confirmed product quality issues, wrong items, or missing items caused by us, we will not deduct return collection or redelivery costs.

9. Rejected Returns

• We reserve the right to refuse any return or exchange that does not meet the conditions above.
• If a return is rejected, we will contact you and arrange for the item to be sent back to your hotel reception/front desk where possible. Any additional delivery or handling cost caused by a rejected return may be charged to you.

10. Legal Rights

• Nothing in this Return & Exchange Policy affects your statutory rights under applicable consumer protection laws and regulations.

1. How We Collect and Use Personal Information

• When you place an order, use our website, or communicate with us about an order, we may collect personal information that is necessary to provide our services.
• This may include your name, email address, phone number or other contact details, hotel name and address, order details, payment status, delivery requirements, customer service records, and basic website usage information.
• We use this information to process orders, arrange delivery, handle payments, provide customer support, manage returns or refunds, prevent fraud or misuse, improve our services, and comply with applicable laws and regulations.
• We only collect and use personal information that is reasonably necessary for these purposes.

2. Sharing of Personal Information

• We do not sell your personal information.
• We may share limited personal information where necessary to complete your order or provide our services, including with delivery personnel, hotel reception/front desk staff, payment service providers, website or customer service providers, suppliers, or other service partners.
• We may also disclose personal information where required by applicable laws, regulations, legal processes, or government authorities.

3. Cookies and Website Data

• Our website may use cookies or similar technologies to support website functions, remember preferences, analyse website usage, and improve user experience.
• You may be able to manage cookies through your browser settings. Some website functions may not work properly if certain cookies are disabled.

4. Data Retention and Security

• We keep personal information only for as long as reasonably necessary for order processing, delivery, customer service, returns, refunds, dispute handling, legal, tax, accounting, or regulatory purposes.
• When the information is no longer needed, we will delete or anonymise it unless a longer retention period is required or permitted by applicable law.
• We take reasonable measures to protect personal information against unauthorised access, disclosure, loss, misuse, alteration, or destruction. However, no method of internet transmission or electronic storage is completely secure.

5. International Visitors

• Our services are operated in the People’s Republic of China. By using our services, you understand that your personal information may be collected, stored, and processed in China.
• If personal information needs to be transferred outside mainland China, we will handle such transfer in accordance with applicable laws and regulations.

6. Your Privacy Rights

• Subject to applicable law, you may have rights to access, copy, correct, update, delete, restrict, or withdraw consent for the processing of your personal information.
• Privacy-related requests will be handled in accordance with applicable laws and our internal procedures. We may need to verify your identity before processing a request.

7. Third-Party Services

• Our website or services may involve third-party payment tools, communication tools, delivery partners, or external links. These third parties may have their own privacy policies and practices, which are not controlled by us.

8. Updates to This Policy

• We may update this Privacy Policy from time to time to reflect changes in our services, business operations, or legal requirements.
• The updated version will be posted on our website and will take effect from the stated effective date.