Cancellations

You can request to cancel your order through the Contact Us page within one hour of the order being placed. Any request received after that we will attempt to change but regret in most cases order packing and dispatch will already have taken place.

Returns

Products:

If you're not 100% satisfied in any way with an item you've received, please let us know by emailing us 30 days after receipt. Returns can only be made once authorized by Customer Services.

*Due to regulatory requirements and safety considerations, fragrance items are classified as dangerous goods and, as a result, cannot be returned. The classification of fragrance products as dangerous goods is in accordance with transportation and shipping regulations. These regulations restrict the return of certain items deemed hazardous, including flammable or potentially volatile substances like perfumes and colognes. This policy is in place to ensure the safety of our customers, shipping personnel, and the general public.

Our site is aimed at customers who have already purchased and experienced the product, either its use in the case of skincare, or smell in terms of perfume, or color in terms of make up. If you have ordered the wrong product except fragrance items, then you can still return for a full refund but please note that the items must be unopened and unused and you will have to bear postage costs. This term applies to all products on our site.

We are happy to refund postage costs if the item is defective or sent due to our error.

Your refund will be completed via the original payment method, excluding the delivery costs.

In order to process your returns as quickly as possible, all returns must include:

 

• A copy of your delivery note or your order number
• Return authorization (obtainable from Customer Services)
• Reason for return

Please ensure that items are packed securely to prevent any damage in transit. We also suggest sending via registered or insured post so the parcel can be traced.

For credit card refunds, please note we can only refund the total cost of goods.

Non-Receipt and Lost Package Claims

Any claims for non-receipt of packages or packages lost must be reported to us within 14 calendar days of the shipping carrier providing a delivery status of "Delivered".

This 14- day window allows us to promptly investigate the delivery with the carrier on your behalf. Claims reported after 14 days of delivery status may not be eligible for replacement or refund since the carrier requires timely claims to adequately research the issue.

To submit a claim, you must provide:

• Order number
• Shipping address
• Delivery date per carrier tracking
• Description of the non-receipt or loss issue

We will work directly with the carrier to investigate the claim. You may be required by the carrier to retain all original packaging for inspection.

Failure to submit a claim within the 14-day window following delivery status will result in the order being classified as received according to our records. We are unable under our agreement with carriers to accept claims beyond this 14- day period.

We appreciate your cooperation and understanding. Please contact us if you have any other questions.

Services/Vouchers

Any unredeemed voucher can be returned within 3 working days of purchase.

After those 3 working days, Strawberrynet is unable to accept any claims for refund. Strawberrynet promises to refund a voucher if the location goes out of business, an event gets postponed, cancelled, or any other reasons a business won't accept your unredeemed voucher.

Strawberrynet reserves the right to amend these conditions at its own discretion without prior notice.

Any disputes or complaints relating to the service voucher shall be resolved directly between customers concerned and the supplier.

In case of any dispute, the decision of Strawberrynet shall be final.

StrawberryMART Merchant Orders

Customer Purchase and After-Sales Service Terms

Important Notice: After receiving a StrawberryMART merchant order, customers should inspect the products within 7 days of receipt. If any product is damaged, incorrectly delivered, missing, inconsistent in quantity, has obvious quality issues, is materially inconsistent with the description, has expired, or if any coupon, redemption code or service cannot be used, customers must contact the StrawberryMART Customer Service Team within 7 days and provide the order number, problem description, product photos, packaging photos, delivery documents, or other relevant supporting evidence. StrawberryMART reserves the right not to accept any application submitted after the deadline or without sufficient supporting evidence.

1. Scope of Application

These Terms apply to all StrawberryMART merchant orders, including but not limited to products, coupons, redemption codes, or services provided, sold, shipped, delivered, redeemed, or fulfilled by third-party merchants.

If specific product pages, promotional pages, or order pages contain additional special terms, such special terms shall also apply.

2. Time Limit for Reporting After-Sales Issues

Customers should inspect the condition of the products and the order contents as soon as possible after receiving the products.

If a customer discovers any after-sales issue, including but not limited to the following, the customer must contact the StrawberryMART Customer Service Team within 7 days of receipt to submit an application:

• Damaged product;
• Incorrect product received;
• Missing product;
• Incorrect product quantity;
• Obvious product quality issue;
• Product materially inconsistent with its description;
• Expired product;
• Coupon, redemption code, or related service cannot be used.

If the customer fails to report the relevant issue within 7 days of receipt, StrawberryMART reserves the right not to accept the relevant after-sales application, unless otherwise specially approved by StrawberryMART or required by applicable law.

3. Information Required from Customers

To assist StrawberryMART and the relevant merchant in effectively verifying and handling after-sales cases, customers must provide complete, clear, and valid supporting information when submitting an after-sales application, including but not limited to:

• Order number;
• Description of the issue;
• Photos of the product;
• Photos of the packaging;
• Photos of delivery documents or receipt records;
• Screenshots or evidence showing that the coupon, redemption code, or service cannot be used;
• Any other supplementary information reasonably requested by StrawberryMART or the merchant.

Failure to provide sufficient, clear, or valid supporting evidence may affect the review, processing progress, and outcome of the after-sales application.

StrawberryMART reserves the right to make a decision based on the available information or to reject the relevant application.

4. After-Sales Review and Handling Methods

StrawberryMART will review each case based on the information provided by the customer, order records, logistics records, merchant responses, and other relevant information.

If the issue is confirmed by StrawberryMART, the relevant merchant, or the platform, StrawberryMART may arrange one or more of the following handling methods depending on the circumstances of the case:

• Refund;
• Partial refund;
• Exchange;
• Reshipment;
• Re-issuance of coupon or redemption code;
• Other reasonable compensation arrangements.

Whether a refund, return, reshipment, exchange, or other compensation arrangement will be accepted depends on the product category, cause of the issue, supporting evidence provided by the customer, merchant response, logistics information, and StrawberryMART’s final decision.

5. Responsibility Classification and Preliminary Handling Principles

For after-sales cases, StrawberryMART may make a preliminary assessment of the responsible party and handling direction based on the cause of the issue, order information, product condition, logistics records, supporting evidence provided by the customer, merchant response, and other relevant information. The following classification and handling directions are for general reference only. The actual handling result shall depend on the specific circumstances of each case and StrawberryMART’s final decision.

Customers understand and agree that the above responsibility classification is a preliminary handling principle only and does not mean that StrawberryMART is obligated to provide a refund, return, reshipment, exchange, or any compensation. StrawberryMART reserves the right to make the final handling decision based on the actual circumstances of the case, sufficiency of evidence, product nature, merchant policy, logistics investigation results, and applicable laws.

6. Return Arrangements

If StrawberryMART confirms that the case is eligible for return, the customer must return the relevant product within the specified time and in accordance with the instructions of the Customer Service Team.

Returned products must be kept in a reasonably complete condition and returned together with the original packaging, accessories, gifts, manuals, invoices, or other relevant documents, unless otherwise instructed by StrawberryMART.

If the product has been used, opened, damaged, has missing accessories, or is not returned in accordance with StrawberryMART’s instructions, StrawberryMART reserves the right to refuse the refund, deduct the corresponding amount, or take other reasonable actions.

7. Refund Arrangements

If StrawberryMART confirms that the case is eligible for a refund, the refund will be processed through the original payment method or other method designated by StrawberryMART.

The actual refund time may vary depending on the processing time of banks, credit card companies, payment service providers, or other third-party institutions.

If the order involved the use of coupons, discount codes, points, gift cards, promotional offers, or other benefits, the refund amount will be handled according to the actual amount paid, usage of benefits, and relevant terms.

8. General Circumstances Where Returns, Refunds, Reshipments, or Exchanges Are Not Accepted

Unless the product itself is confirmed to have an issue, returns, refunds, reshipments, or exchanges are generally not accepted under the following circumstances:

• Customer changes their mind;
• Customer purchased the wrong product, colour, size, specification, or quantity;
• Customer provided an incorrect or incomplete delivery address;
• Customer refused to accept delivery or failed to receive the product;
• Customer failed to pick up the product within the specified time or failed to receive the product according to logistics arrangements;
• Product has been opened, used, damaged, or the packaging is incomplete;
• Personal care products, beauty products, cosmetics, food products, health supplements, or intimate products have been opened;
• Coupon or redemption code has been issued, activated, redeemed, or expired;
• Clearance, discounted, or non-returnable products as stated on the product page;
• Customer reports the issue more than 7 days after receiving the product;
• Customer fails to provide sufficient, clear, or valid supporting evidence;
• Product issue is caused by improper use, human damage, improper storage, or accident by the customer;
• Product differences fall within reasonable colour variation, size tolerance, packaging update, batch variation, or normal circumstances stated on the product page;
• Other circumstances reasonably determined by StrawberryMART as not meeting the conditions for after-sales handling.

9. Coupons, Redemption Codes, and Service Products

If the product purchased by the customer is a coupon, redemption code, electronic voucher, or service product, the customer must carefully read the terms of use, validity period, applicable locations, booking requirements, redemption method, and restrictions stated on the product page before purchase.

Unless the relevant coupon, redemption code, or service is confirmed to be unusable, or the service cannot be fulfilled due to the merchant’s reasons, coupons, redemption codes, or service products that have been issued, activated, redeemed, expired, or cannot be used due to the customer’s personal reasons are generally not eligible for refund, exchange, or re-issuance.

10. Logistics-Related Issues

If an after-sales case involves logistics delay, delivery abnormality, lost parcel, damage during transit, or other logistics-related issues, StrawberryMART will follow up based on logistics records, supporting evidence provided by the customer, merchant information, and the investigation results of the logistics service provider.

The handling result will depend on the actual circumstances of the case, attribution of responsibility, and available supporting evidence. StrawberryMART may arrange a refund, reshipment, exchange, redelivery, or other reasonable handling method as appropriate.

11. Merchant Responsibility and Platform Coordination

StrawberryMART third-party merchant orders are provided, sold, shipped, or fulfilled by the relevant merchants. If an after-sales case may involve merchant responsibility, StrawberryMART may forward the relevant information to the merchant for verification and follow-up.

Customers understand and agree that some after-sales cases may require StrawberryMART to verify information with the relevant merchant, logistics service provider, or other third parties. Therefore, processing time may vary depending on the complexity of the case, completeness of information, and response time of third parties.

StrawberryMART will assist customers in following up on after-sales cases within a reasonable scope. However, whether a refund, return, reshipment, exchange, or other compensation can be arranged shall still be handled in accordance with these Terms and the actual circumstances of the case.

12. Platform's Final Handling Right

If there is any dispute between the customer and the merchant regarding after-sales arrangements, attribution of responsibility, refund, return, reshipment, exchange, or other handling methods, StrawberryMART reserves the right to make the final decision based on order information, logistics records, supporting evidence provided by the customer, information provided by the merchant, and other relevant circumstances.

StrawberryMART may decide whether to accept the relevant application and may take actions including but not limited to refund, partial refund, return, reshipment, exchange, re-issuance of coupon or redemption code, rejection of the application, or other reasonable handling methods.

13. Updates to These Terms

StrawberryMART reserves the right to amend, update, or supplement these Customer Purchase and After-Sales Service Terms from time to time. The updated Terms will be published on the StrawberryMART website and shall take effect from the date of publication.

Customers who continue to use StrawberryMART or submit orders after the Terms have been updated shall be deemed to have agreed to be bound by the updated Terms.