Refund policy

This website is operated by Hong Kong Maywin Flow Limited, doing business as Maywin Flow.

At Maywin Flow, we want every customer to be satisfied with the products they purchase. If there is an issue with your order and you wish to request a return or exchange, please review the following Return & Refund Policy carefully before placing an order and submitting a request.

Section 1 – Definitions

In this policy, “we,” “us,” “our,” or “Maywin Flow” refer to Maywin Flow.
“You” or “your” refers to any customer who makes a purchase from our store.

Section 2 – Return & Exchange Period

We offer a 30-day return and exchange policy.
This means you may request a return or exchange within 30 days from the date you receive your item.
The return period is calculated based on the delivery date shown in the shipping carrier’s tracking information.
Requests submitted after 30 days from delivery cannot be accepted.

Section 3 – Return & Exchange Eligibility

To be eligible for a return or exchange, all of the following conditions must be met:

  • The request is made within 30 days of delivery
  • The item remains in its original condition, unused
  • The item is returned in its original packaging
  • A valid order record or order number is provided

Important Notice:
Due to the nature of tabletop dice craftsmanship and materials, minor cosmetic variations — including but not limited to small bubbles, color flow variations, or handmade characteristics — are considered normal and do not constitute defects, and therefore are not valid reasons for returns or exchanges.

Section 4 – Return Shipping Costs

  • In most cases, customers are responsible for all return shipping costs
  • If the return or exchange is due to a defect, damage, or an error on our part, we will cover the return shipping costs

Whether return shipping costs are covered will be determined by Maywin Flow on a case-by-case basis and confirmed with you during the return process.
Maywin Flow reserves the final decision regarding return shipping responsibility. 

Section 5 – Non-returnable Items

The following items are not eligible for return, exchange, or refund:

  1. Sale items, promotional items, or products clearly marked as Final Sale
  2. Items that have been used, show clear signs of use, or are damaged due to customer handling
  3. Gift cards and items purchased using gift cards

If applicable law provides mandatory rights that differ from this policy, those legal requirements shall prevail.

Section 6 – How to Initiate a Return or Exchange

1.Contact Us

Please contact us via email at:
support@maywinflow.com
In your email, please include:

  • Your order number
  • Photos of the product 
  • Whether you are requesting a return or an exchange, and the reason
  • Recipient name
  • If requesting an exchange, the item you wish to receive instead

2.Prepare the Return

Please package the item carefully according to the return conditions to prevent damage during return shipping.
(Every set of dice is a precious artifact, even if it has imperfections or is not the style you ultimately chose.)

3.Return Address

Once your return or exchange request is reviewed and approved, we will provide the return address and further instructions via email.

Section 7 – Refunds

Inspection & Processing

After we receive and inspect the returned item, we will notify you by email regarding the refund status.
If approved, refunds will be processed within 1–3 business days to your original payment method.

Refund Timing

Please note that banks or credit card companies may take additional time to process and post the refund. The final timing depends on your payment provider.
Original shipping fees are non-refundable, unless the return is due to our error.

Section 8 – Refused Deliveries, Unclaimed Packages & Incorrect Addresses

If a package is returned due to refusal, failure to claim, or an incorrect shipping address provided by the customer, any resulting return shipping fees and reshipping costs will be the responsibility of the customer.

Section 9 – Policy Updates & Interpretation

Maywin Flow reserves the right to modify this Return & Refund Policy at any time without prior notice.
To the extent permitted by law, the final interpretation of this policy belongs to Maywin Flow.

Section 10 – Contact Us

If you have any questions regarding this Return & Refund Policy, please feel free to contact us at:

support@maywinflow.com

We will respond within 1–2 business days.