Refund policy

1. Order Cancellation

We accept order cancellation requests before an order has been shipped or production has started. If your cancellation request is approved, a full refund will be issued to your original payment method.

Once an order has been shipped, it can no longer be cancelled. You may refer to our return policy below to determine whether your order is eligible for a return.

2. Returns

Customers may request a return within 15 days of receiving the product, subject to the conditions outlined below.

A. Returns Due to Change of Mind

If you wish to return a product for personal reasons, such as changing your mind, ordering the wrong model, or no longer wanting the product, the following conditions apply:

  • The product must be unused, undamaged, and in its original condition.

  • All original packaging, accessories, and included items must be returned.

  • Proof of purchase is required.

  • The customer is responsible for all return shipping costs.

  • Original shipping fees, if any, are non-refundable.

Products that have been used, damaged by the customer, or returned without their original packaging or accessories may not qualify for a refund.

B. Returns Due to Defective or Damaged Products

If the product arrives damaged or has a confirmed manufacturing defect, please contact our Customer Service team with your order number, photos, or a video showing the issue.

After reviewing and confirming the problem:

  • We will cover the return shipping costs.

  • We may offer a replacement or refund, depending on the circumstances.

  • If a return is required, our Customer Service team will provide the return instructions.

Please do not send products back without first contacting our Customer Service team.

3. Refunds

Once an approved return has been received and inspected, we will notify you by email whether your refund has been approved or rejected.

If approved, the refund will be issued to your original payment method within 7–14 business days.

The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.

4. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again.

  2. Contact your credit card company, as processing times may vary.

  3. Contact your bank for further information.

If you have completed these steps and still have not received your refund, please contact us at support@mytiaota.com.

5. How to Request a Return

Please contact our Customer Service team before returning any product.

When contacting us, please provide:

  • Your order number.

  • The reason for your return.

  • Photos or videos, if the product is damaged or defective.

Our team will review your request and provide the appropriate return instructions and address.

6. Contact Information

For any questions regarding returns or refunds, please contact us:

Email: support@mytiaota.com

Phone: +86 13728878566
(Phone number registered in Mainland China)

Customer Service Hours: 7:00 AM – 7:00 PM (US time)

Office Address:
Room 701, Unit 108, 7th Floor, Tower B, New Mandarin Plaza, 14 Science Museum Road, Tsim Sha Tsui, Kowloon, Hong Kong.

TIAOTA Customer Service Team