Rated 4.4/5 from 71 customer reviews · Sealed originals · Five warehouses

Customer care

Refunds & Returns

What happens if a pack arrives damaged, goes missing, or you need to cancel. Plain terms, no fine print.

Cancel before dispatch

Full refund, no questions. Most orders leave the warehouse within 1–2 working days, so write to us quickly.

Damaged or wrong item

Send photos within 14 days of delivery. We reship the missing or damaged boxes or refund them — your choice.

Lost in transit

If tracking stalls well past the delivery window, we open a carrier trace and reship or refund once it is confirmed lost.

Last updated September 27, 2026.

Why sealed packs cannot be returned for change of mind

Yunnan Baiyao Capsules, powder, spray and plaster are ingestible or topical health products. Once a pack has left our warehouse we cannot confirm how it was stored, so we cannot resell it to another customer. For that reason we do not accept returns of sealed or opened packs for change of mind, and there is no unused-goods return window. This does not affect the remedies below or any rights you have under the consumer law of your country.

Cancelling an order

  • Before dispatch: contact us with your order number. We cancel and refund the full amount to the original payment method.
  • After dispatch: the parcel can no longer be recalled. If it is refused or returned to sender, see “Returned to sender” below.
  • Bank transfer orders that remain unpaid after 7 days may be cancelled so the stock can be released. Nothing is charged for a cancelled unpaid order.

Damaged, incomplete or incorrect orders

Every parcel is packed from sealed retail cartons. If something is wrong when it arrives:

  1. Keep the outer mailer and all cartons.
  2. Within 14 days of delivery, use the contact form with your order number and clear photos of the mailer, the cartons and the problem (crushed box, broken seal, missing boxes, wrong product or wrong pack size).
  3. We reply within 1–2 working days. Once confirmed, we either reship the affected boxes from the same warehouse at no cost, or refund them to your original payment method.

A slightly creased outer carton with intact blister foil and seals is normal in international post and is not treated as damage, but please still tell us — it helps us improve packing.

Lost or delayed parcels

Transit times on the shipping page are typical working-day windows, not guarantees. If your tracking has not moved for 10 working days beyond the upper end of your warehouse’s window (for example, beyond 15 working days for Royal Mail from the UK warehouse), contact us. We open a trace with the carrier. If the carrier confirms the parcel is lost, we reship the order or refund it in full.

Returned to sender and address errors

Please check the delivery address at checkout. If a parcel is returned because the address was incomplete, the parcel was not collected, or delivery was refused, we will reship it once it is back with us; the customer covers the new postage. Where a reship is not possible, we refund the order value less the original postage and any return fee charged by the carrier.

Customs and import

Regional warehouses (USA, UK, Australia, France/EU) ship domestically or within the EU, so customs is rarely involved. For orders shipped from the China warehouse, the buyer is responsible for local import rules and any duties. We will supply invoices and product documents to help clear a parcel, but we cannot refund packs that are seized, destroyed, or refused at import.

How refunds are paid

  • Refunds go back to the original payment method: card refunds through Stripe, PayPal refunds to the PayPal account, and bank transfers to the account that paid.
  • We issue approved refunds within 2 working days. Card and PayPal refunds usually appear within 5–10 business days depending on your bank.
  • All prices and refunds are in US dollars. If your bank converted the currency, the amount you see may differ slightly because of exchange rates. We cannot cover bank conversion fees.

Before opening a dispute

If something has gone wrong, please contact us first. Almost every problem is solved faster by email than through a card chargeback or PayPal dispute, and a dispute freezes the order so we cannot reship while it is open.

Clinic and bulk orders

Written volume quotes for clinics and hospitals, and 50- or 400-box packs, follow this same policy. Large orders may ship in several parcels; each parcel is tracked and covered separately.

Contact

Yunnan Baiyao Store customer care
Email: support@yunnanbaiyaostore.com
Address: 139 Yixueyuan Rd, Xuhui District, Shanghai, China 200031
We answer on working days, usually within 24 hours.

See also our Terms of Service, Privacy Policy and Help Centre.