Refund policy
Last Updated: July 6, 2026
This Return & Refund Policy applies to purchases made from Creolate.
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Business Information
Creolate is operated by:
Hong Kong Hansheng Network Technology Limited
503A 5/F, Won Hing Building,
74-78 Stanley Street, Central,
Hong Kong
Customer service email: info@creolate.com
Return Eligibility
To be eligible for a return, your item must be in the same condition that you received it: unused, unassembled, complete, and in its original packaging. You will also need your order number, receipt, or other proof of purchase.
For DIY kits or products with multiple parts, please make sure all parts, accessories, manuals, packaging materials, and included components are returned together. Items that have been assembled, glued, painted, modified, damaged after delivery, or returned with missing parts may not be eligible for a full refund.
How to Start a Return
To start a return, please contact us at:
Email: info@creolate.com
Please include your order number, the item you would like to return, and the reason for your return. If the item is damaged, defective, missing parts, or incorrect, please also include clear photos or videos so that we can review the issue quickly.
Returns must be approved by us before being sent back. Items sent back without first requesting a return will not be accepted.
If your return request is accepted, we will send you return instructions and let you know how and where to send your package. Where applicable, we may provide a return shipping label.
Return Shipping Costs
If the return is due to a damaged, defective, missing, or incorrect item, we will help resolve the issue and cover reasonable return or replacement shipping costs where required.
If the return is for a change of mind, accidental order, incorrect item selection, or another personal reason, the customer is responsible for the return shipping cost.
If we provide a prepaid return label for a customer-responsible return, the return shipping cost may be deducted from your refund.
Damages and Issues
Please inspect your order upon delivery and contact us as soon as possible if the item is defective, damaged, missing parts, or if you receive the wrong item.
To help us review the issue efficiently, please provide your order number and clear photos or videos of the product, packaging, and any visible damage or issue.
Depending on the situation, we may offer replacement parts, a replacement item, a refund, or another appropriate solution.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
Custom or personalized products
Gift cards
Items marked as final sale
Items that have been assembled, glued, painted, modified, or damaged after delivery
Items returned with missing parts, accessories, manuals, or original packaging
This does not limit any rights you may have for damaged, defective, or incorrectly supplied goods.
Exchanges
The fastest way to receive the item you want is to return the item you have. Once the return is accepted, you may place a separate order for the new item.
For damaged, defective, missing, or incorrect items, please contact us first at info@creolate.com so we can help with the most suitable solution.
Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please remember that it may take additional time for your bank, credit card company, or payment provider to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at info@creolate.com.
Return Questions
You can always contact us for any return or refund question at:
Email: info@creolate.com