Refund policy

Refund & Returns Policy

We want you to order with confidence. If something is not right, you can send it back, and we never charge a restocking fee.

This policy explains what you can return, how long you have, how to start a return, and how quickly you will be refunded. If your case does not fit neatly into a rule below, contact us. We would rather look at your order than hand you a rule that does not fit it.

1. Your return window

You have 30 days from the date of delivery to request a return of an unopened item.

The window is counted from the day your order is delivered, not the day you placed it. If your parcel took two weeks to reach you, you still get the full 30 days from the day it arrived.

Returns requested after the window has closed cannot be accepted. If you are close to the deadline, email us before it passes — as long as your request reaches us in time, we will process it.

2. Condition of returned items

For a return to be accepted, the item must be:

in the same condition in which you received it;
unused and unopened, with the sterile pouch seal intact;
complete, with all original packaging, inserts and labels; and
accompanied by proof of purchase, such as your order number or order confirmation email.

Please pack returns securely. Items that arrive back damaged because they were sent back in inadequate packaging may have to be deducted from the refund.

3. Items that cannot be returned

Items that have been opened, used, or had their sterile seal broken.
Items returned more than 30 days after delivery.
Items that were not purchased from firmosa.com.

Why an opened item cannot be returned. Our threads are sterile, single-use medical devices. Once the sterile pouch has been opened, we cannot verify sterility or how the product has been stored, and we will not resell or reuse it. This is a safety and hygiene requirement that applies to every item we sell, without exception.

This does not affect your rights if an item arrives damaged or if we sent the wrong one. Please see section 7.

4. How to start a return

Email us at sherry@fillertop.com with your order number and the reason for the return. We reply within 24 hours on business days.
We confirm whether the return is approved, and send you the return address together with instructions on how and where to send the parcel.
Send the parcel to the return address we give you, and email us the tracking number once it is on its way.

Please do not send anything back before contacting us. A parcel that arrives without a return authorisation cannot be matched to an order, and may be refused or returned to sender at your cost. For the same reason, please do not send returns to the address printed on the product packaging or to our registered office. Returns must go to the return address we give you.

5. Return shipping costs

Change of mind: return shipping is the customer's responsibility. We do not provide prepaid return labels.
We sent the wrong item: we cover the return shipping.

We never charge a restocking fee, and there is no handling charge for processing a return.

6. Refunds

Once your return arrives and has been checked, we refund you to your original payment method.

We process the refund within 14 days of receiving and approving your return.
Depending on your bank or card issuer, it may then take up to a further 14 days for the amount to appear on your statement.
Refunds are always issued to the original payment method. We cannot refund to a different card, account or person.

You will receive an email from us when the refund has been issued. If it has not appeared after 14 days, contact us and we will trace it with you.

7. Damaged, missing or incorrect items

These cases are handled on a faster path, and the 30-day return window does not apply to them.

your order number;
a short description of the problem; and
photographs of the item and its packaging, or a short unboxing video.

Please contact us first. We will review your case and confirm the options available to you. Depending on what we find, we may ask you to return the item to an address we provide, or we may not need it back at all.

If we sent the wrong item, we replace it at our cost.

Shipping is hard on a parcel, and we know it. If something arrives damaged, send us the photographs and we will look at what happened and tell you what can be done.

8. Exchanges

If you would like a different specification or quantity in place of the item you received, contact us at sherry@fillertop.com. We will confirm availability and arrange the exchange.

Any difference in price between the two items is charged or refunded at the time of the exchange. Exchange items are dispatched once the original item has been received and checked, unless we agree otherwise with you in writing.

9. Cancelling an order

An order can be cancelled within 24 hours of being placed, as long as it has not yet been dispatched, and we will refund you in full.

If your order has already been dispatched, it can no longer be cancelled, but it can still be returned once it arrives, following sections 1 to 6 above.

10. Your statutory rights

Nothing in this policy reduces any right you have under the consumer law of your own country.

Customers in the European Union and the United Kingdom. You have the right to withdraw from your purchase within 14 days of receiving your goods, without giving a reason. To exercise it, email us at sherry@fillertop.com with your order number before the 14 days are up, then send the goods back within a further 14 days. We refund within 14 days of receiving the returned goods or of your proof of return, whichever comes first.

Because shipping is free worldwide, there is no outbound delivery charge to refund — your refund will be the full amount you paid for the goods.

Where the right of withdrawal does not apply. Goods sealed for health protection or hygiene reasons cannot be returned once the seal has been broken. Where the sterile pouch on your order has been opened, the right of withdrawal does not apply. This mirrors our own condition of sale in section 2.

11. Contact us

For anything covered by this policy, contact us and a person will answer. That includes a return, a refund, a damaged parcel, or a question about an order you have not placed yet.

Company: NEWBEAUTY TECHNOLOGY LIMITED
Email: sherry@fillertop.com
Phone: +86 15383044462
Address: Room 701, Unit 108, 7/F, Tower B, New Mandarin Plaza, 14 Science Museum Road, Tsim Sha Tsui, Kowloon, Hong Kong
Response time: within 24 hours on business days

If your question is urgent, put your order number in the subject line of your email so we can pull up your order straight away.