Exchange and Return Policy

At Lamsty Factory, your satisfaction is our priority. Since we offer products related to personal care and hygiene, our return policy is subject to the following standards:

1. Cases eligible for exchange or return:

Damaged product: If your order arrives damaged or affected due to the shipping process.

Order error: If you receive a product different from what you ordered, such as receiving 200-tissue packs instead of 500-tissue packs, or receiving a different type.

Time frame: Exchange or return requests must be submitted within 7 days from the date of receiving the order.

2. Conditions for accepting returns:

The product must be in its original packaging, whether the carton or transparent bag, and in the same condition as received.

It is strictly prohibited to return or exchange any packs whose outer packaging has been opened, for health reasons related to the safety of paper products.

The purchase invoice or order number must be provided.

3. Refund process:

If the error is on our part, such as damage or receiving the wrong product, we will cover all shipping and return costs.

If the customer wishes to return the product for a reason unrelated to the product, such as changing their mind, the customer will bear the shipping fees both ways.

The amount will be refunded through the same payment method used within [7–14] business days after inspecting the product and confirming the packaging is intact.

4. Products that cannot be returned:

Custom orders, such as large quantities manufactured according to the customer’s specific requirements.

Products that have lost their original packaging or have been exposed to improper storage by the customer, such as moisture.