Refund policy

Returns, Exchanges and Refunds Policy

  1. Orders and eligibility

Once an order is confirmed, it cannot be cancelled or modified, except for the after-sales arrangements set out in this policy or where otherwise required by applicable law.

Unless otherwise required by applicable law, we do not accept returns, exchanges or refunds simply because you have changed your mind. This applies to all products, including food, beverages, general merchandise and customised or personalised products.

If an item is defective, damaged, incorrectly supplied or missing, or if a customised item contains a significant production error, please contact us as described below.

  1. Reporting an issue after receipt

Please inspect your items upon receipt. If you discover an issue, please contact our dedicated customer service team via WhatsApp or email within 1 day of receiving your order and provide:

  • Your order number
  • The affected items and quantities
  • A description of the issue
  • Photos and videos taken when you received the order, clearly showing the items, packaging and relevant issue

Please retain the affected items, packaging and proof of purchase while we investigate. If you cannot provide complete photos or videos, please explain the circumstances to our customer service team.

We will review the photos, videos and other relevant information you provide and arrange an appropriate return, exchange or refund based on the circumstances and applicable law. The 1-day notification period and evidence requirements do not limit or replace your rights under applicable law.

  1. Return arrangements

Please contact our dedicated customer service team to confirm the return arrangements, return address and shipping method before sending any items back. Our team will provide case-specific instructions, including which items, packaging or accessories should be returned and the applicable shipping arrangements.

  1. Refunds

If a return is required, we will notify you of the outcome after receiving and inspecting the returned items.

Approved refunds will be issued to your original payment method within 10 business days of approval, or sooner where required by applicable law. Your bank, credit card company or payment provider may require additional time to post the refund to your account. Please contact our customer service team if you have any questions about the status of your refund.

  1. Contact our dedicated customer service team

WhatsApp: +852 9166 8854
Email: hello@bysage.co

  1. Statutory rights

This policy does not affect your rights under applicable law. Where applicable law gives you a right to cancel an order, return an item or receive a refund, we will honour that right in accordance with the relevant legal conditions, time limits and exceptions.