Returns & Refund Policy

Last Updated: 20/Sep/2026

At Five Oceans, we aim to provide accurate product information and reliable fulfillment. This policy explains how returns, refunds, replacements and product-related claims are handled.

1. Important Notice

Return and refund eligibility depends on:

• the product;

• the product's individual return status;

• the reason for the return;

• the condition of the product;

• applicable law; and

• the circumstances of the order.

Some products may be specifically identified as non-returnable or non-exchangeable on their product page.

However, a product being marked non-returnable does not remove mandatory consumer rights that cannot legally be excluded.

2. Damaged Products

If your product arrives damaged, contact us at:

info@fiveoceans.store

Please provide:

• order number;

• photographs of the external package;

• photographs of the damaged product;

• video evidence where reasonably requested;

• description of the damage; and

• any other information required to investigate the claim.

Please contact us as soon as reasonably possible after receiving the order.

3. Incorrect Product

If you receive an item that is materially different from the product you ordered, contact us at:

info@fiveoceans.store

Please provide photographs and your order number.

We will review the matter and determine the appropriate resolution.

4. Defective or Non-Conforming Products

If a product is defective, materially non-conforming or otherwise subject to a consumer remedy under applicable law, contact us promptly.

Depending on the circumstances and applicable law, the available remedy may include:

• replacement;

• repair;

• refund;

• partial refund; or

• another legally required remedy.

5. Change-of-Mind Returns

Due to the complexities and costs associated with international logistics and customs duties, we strictly do not accept any returns, exchanges, or refunds for 'change of mind' or personal preference changes once an order has been shipped.

6. Non-Returnable Products

Certain products may be identified on their product page as:

"Non-returnable and non-exchangeable."

This designation applies subject to applicable law.

It does not exclude remedies that cannot legally be excluded, including rights relating to defective, damaged or incorrectly supplied products where such rights apply.

7. Return Condition

Where a return is legally permitted, products may need to be returned:

• unused;

• in their original condition;

• with original packaging;

• with included accessories; and

• with any documentation supplied with the product.

Specific requirements may vary depending on the product and applicable law.

8. Return Shipping

In the exceptional event that a return is approved by our support team (e.g., for major defects), the customer shall be solely responsible for arranging and paying the full cost of return shipping back to our overseas warehouse in China. All return shipping fees, tracking costs, and applicable import duties are non-refundable.

9. Refunds

Once a refund is approved, the refund will generally be processed through the original payment method where reasonably possible.

The time required for the funds to appear in your account may depend on your bank or payment provider.

10. Partial Refunds

Where appropriate and permitted by law, a partial refund may be offered for circumstances such as:

• minor defects that do not justify a full return;

• partial fulfillment issues; or

• other agreed resolutions.

11. Exchanges

Exchanges may be offered where:

• the product is eligible;

• replacement stock is available; and

• an exchange is appropriate under the circumstances and applicable law.

Where an exchange is unavailable, another remedy may be provided where required.

12. How to Request a Return or Refund

Email:

info@fiveoceans.store

Please include:

Subject: Return/Refund Request – [Order Number]

Include:

• order number;

• customer name;

• product name;

• reason for the request;

• photographs/videos where relevant; and

• any other information requested by our support team.

13. Fraudulent or Abusive Claims

We reserve the right to investigate suspicious or fraudulent refund claims.

Nothing in this section limits legitimate consumer rights.

14. Mandatory Consumer Rights

Nothing in this policy excludes, restricts, or overrides consumer rights that are mandatory under the laws applicable to your purchase.

Where local law provides stronger consumer protections, those protections will apply to the extent required by law.

15. Contact

Five Oceans
Website: https://fiveoceans.store/
Email: info@fiveoceans.store