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Return & Cancellation Policy

We are committed to ensuring your satisfaction with every purchase. However, if you need to return or exchange an item, we’ve outlined our policies and processes below to make it as clear and seamless as possible.

Key Information

  • Return Period: 30 days from the date of receipt.
  • Refund Processing Time: Refunds are processed within 7 business days after receiving and inspecting the returned item. 
  • Restocking Fee: None.
  • Return Shipping Costs: Customers are responsible for the cost of returning items.
  • Return Address: Please contact us at support@ardor-sydney.com to receive the correct return address.
  • Lost or Stolen Packages: Ardor Sydney is not responsible for any packages lost or stolen during the return shipment process.

Cancellation Policy

Orders for sale items are not eligible for refunds. Instead, we offer a 100% store credit for the product value.

Cancellations are possible under the following conditions:

  1. Out of Stock Items: If the item is no longer available.
  2. Unfulfilled Orders: If the order has not yet been processed or shipped.

Definition of Sale Items: Sale items are products purchased at a discounted price.

Returns & Exchanges

We accept returns and exchanges within 30 days of receipt of your order.

To initiate the return process, please email us at support@ardor-sydney.com with the following details:

  1. Your order number
  2. The reason for the return
  3. Photos of any damages or defects, if applicable

Our team will review your request and provide further instructions, including the return address and any additional requirements.

Refund Policy for SALE items

Orders for sale items are not eligible for refunds. Instead, we offer a store credit.

Definition of Sale Items: Sale items are products purchased at a discounted price.

Return Guidelines

For a return or exchange to be accepted, the following conditions must be met:

1. Condition of Items:

  • All items must be returned in original condition, including:
    • Original tags, labels, and packaging.
    • All parts and components included in the purchase (e.g., accessories, manuals).
  • Items must not have been worn, washed, or altered.

2. Careful Handling:

  • Products must be handled with reasonable care before return. Items that show excessive wear, damage, or improper handling may not be accepted.

3. Hygiene Products:

  • For hygiene-related products (e.g., undergarments), ensure items are thoroughly cleaned and sanitized before returning. Unclean or used items will not be accepted.

4. Defective or Damaged Products:

  • If your item arrives defective or damaged, you must notify us within 48 hours of receipt. Include clear photos of:
    • The damage or defect.
    • The original packaging, including any labels or shipping materials.
  • Damaged or defective items reported after this timeframe may not qualify for a refund or exchange.

5. Custom or Personalized Orders:

  • Custom-made or personalized items cannot be returned or exchanged unless they are defective or damaged upon delivery.

6. Sale Items:

  • Sale items must be returned in their original condition with tags still attached to qualify for store credit.

Refund Processing

  • Once we receive your return and verify its condition, our finance team will process your refund within 7 business days.
  • It may take an additional 7 business days for the refund to appear in your account, depending on your bank or payment provider.
  • Refunds are issued to the original payment method only.

Important Notes

  1. Return Shipping Costs: Customers are responsible for the cost of shipping returns. We recommend using a trackable shipping service to ensure your return arrives safely.
  2. Lost or Stolen Returns: Ardor Sydney is not liable for returns lost or stolen during shipping. Please ensure proper tracking and insurance if needed.
  3. Processing Delays: During peak periods, processing times may be slightly longer. We appreciate your patience.

Contact Us

If you have any questions about your return or require assistance, our customer experience team is happy to help.

  • Email: support@ardor-sydney.com
  • Support Availability: 7 days a week
  • Response Time: Within 24 hours
  • Customer service contact hours
    Monday - Friday: 09:00 - 17:00
    Saturday & Sunday: 10:00 - 16:00

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Company name: COMMERCEGROWTH LIMITED

Address: Unit 1603, 16/F, The L. Plaza,
367-375 Queen's Road Central,
Sheung Wan, Hong Kong

Business Registration No: 77555943