Our Approach | 我们的原则
At Mixdiff, we bring authentic regional Chinese ingredients — and the tableware, cookware and homeware that go with them — from China to kitchens across the UK by air freight. We care about what we send out, and we want you to feel confident ordering from us.
So here is how we would like it to work. If you change your mind about something you have ordered, and it is still unopened and unused, you have 30 days to send it back to us. And if anything arrives damaged, wrong, or not as described, we will put it right — no arguments.
That is the short version. The details are below.
在 Mixdiff，我们通过空运把正宗的中国地方特色食材 —— 以及与之相配的餐具、锅具与家居用品 —— 从中国送到英国各地的厨房。我们在意每一件寄出的商品，也希望你能放心下单。
我们希望它这样运作：如果你对已下单的商品改变了主意，而它仍然未开封、未使用，你有 30 天的时间把它寄回给我们。而如果商品到货时破损、发错、或与描述不符，我们一定会处理好 —— 不会有争执。
以上是简版说明，详细规则见下文。
In Short | 一句话总结
| Your situation 你的情况 |
What we do 我们的处理 |
|---|---|
| ✅ Changed your mind 改变主意 |
Return within 30 days. You cover the return postage; we refund the item. 30 天内可退回。退货运费由你承担，我们退还商品金额。 |
| ℹ️ Food items 食品类 |
Damaged, wrong, or not as described only. 仅当破损、发错或与描述不符时退款或换货。 |
| ✅ Damaged or wrong 破损或发错 |
We pay the return postage and refund or replace it. 我们承担退货运费，并退款或换货。 |
| ✅ Not dispatched yet 未发货取消 |
Full refund, no questions asked. 全额退款，不多问。 |
| ⚠️ Already dispatched 已发货取消 |
30% of the total you paid is deducted — we tell you the exact amount first. 扣除你实际支付总额的 30% —— 我们会先告知确切金额。 |
1. Unopened & Unused Items — 30 Days | 未开封、未使用商品 —— 30 天
If you have received something you do not want, and it is still unopened and unused in its original packaging, you can send it back within 30 days of delivery for a refund.
There are only three things we ask, and they are there so we can keep this simple for everyone:
- The item is unopened, unused, and in its original packaging
- You let us know within 30 days of delivery
- You have your order number handy, so we can find you quickly
Once it reaches us and we have checked it over, we will refund you for the item.
如果你收到商品后不想要了，只要它未开封、未使用、原包装完整，都可以在收货后 30 天内寄回并申请退款。
我们只有三个小要求，设置它们是为了让整个流程对每个人都简单：
- 商品未开封、未使用、原包装完整
- 你在收货后 30 天内告知我们
- 提供订单号，方便我们快速找到你
我们收到并确认无误后，会为你退还商品金额。
2. Food Items | 食品类商品
Food is a little different, and we want to be upfront about why. Once a food parcel has left us, we cannot take it back into stock — it is a hygiene and food-safety rule we hold for every customer, and it is also why UK law sets perishable food and drink outside the standard change-of-mind return right (Consumer Contracts Regulations 2013).
So for food, we will refund or replace if:
- Your parcel arrives damaged in transit
- We sent the wrong item
- The product is significantly different from its description
- It arrives expired
- The product is defective or unfit to eat
Nothing here takes away your statutory rights under the Consumer Rights Act 2015 — if something is faulty, not as described, or not fit for purpose, we will sort it out.
食品类商品稍微不同，我们想把原因直接说清楚。食品包裹一旦离开我们，就无法再回到库存 —— 这是我们为每一位顾客坚守的卫生与食品安全准则，也是英国法律把易腐食品与饮品排除在常规"无理由退货权"之外的原因（《2013 年消费者合同条例》）。
所以对食品类，出现以下情况我们会退款或换货：
- 包裹在运输途中破损
- 我们发错商品
- 商品与描述明显不符
- 商品到货时已过期
- 商品有质量问题或不适合食用
以上任何一条都不会削弱你在英国《2015 年消费者权益法》下享有的法定权利 —— 如果商品有质量问题、与描述不符或不适合用途，我们一定会负责解决。
3. Who Pays the Return Postage | 退货运费由谁承担
We would rather be clear about this than leave you guessing.
- If it is our fault — damaged in transit, wrong item, or not as described — we cover the return postage. For food, we will usually not ask you to post anything back at all; a photo of the parcel and the product is normally enough.
- If you have simply changed your mind — you cover the return postage, and we refund the price of the item.
我们宁愿把这点说清楚，也不想让你猜：
- 如果是我们的问题 —— 运输破损、发错商品、或与描述不符 —— 退货运费由我们承担。食品类通常不需要你寄回任何东西，包裹与商品的照片一般就够了。
- 如果你只是改变了主意 —— 退货运费由你承担，我们会退还商品金额。
4. Cancellations | 取消订单
- Not dispatched yet — just email us and we will cancel it and refund you in full, no questions asked.
- Already dispatched — with air freight, we have already paid for the shipping, and we cannot intercept a parcel once it is in transit. If you would still like to cancel, we can do it, but 30% of the total amount you paid for the order is deducted, to cover the shipping cost we have already incurred. We will always tell you the exact amount before we process anything.
尚未发出 —— 只要发邮件给我们，我们会直接取消并全额退款，不多问。
已经发出 —— 空运费用我们已经支付了，包裹一旦进入运输便无法拦截。如果你仍希望取消，我们可以办理，但会扣除你为该订单实际支付总额的 30%，用于覆盖我们已实际产生的运输成本。在正式处理之前，我们一定会先告诉你确切金额。
5. How to Make a Claim | 如何申请售后
Email us at support@mixdiff.com as soon as you can after delivery — the sooner we hear from you, the more we can do. For anything damaged or wrong, a week is plenty of time; we just ask you not to leave it months.
Please include:
- Your order number
- A photo of the parcel, the packaging and the product
- A short description of what is wrong
We review every claim ourselves, within 24 hours. If it is approved, your refund or replacement is processed within 5–7 working days — how quickly it then appears in your account depends on your bank or card provider. Refunds go back to the payment method you used.
We would rather trust you than not. We handle each claim individually and we ask only that claims are honest — that is what keeps this policy generous for everyone else.
请在收货后尽快发邮件至 support@mixdiff.com —— 越早联系，我们能做的就越多。对于破损或发错的情况，一周的时间完全足够；我们只是希望不要拖上几个月。
请提供：
- 订单号
- 包裹、外包装和商品的照片
- 问题的简短说明
每一笔申请都由我们亲自审核，24 小时内完成。审核通过后，退款或换货将在 5–7 个工作日内处理完成；款项实际到账时间取决于你的银行或发卡机构，退款将退回至你原先使用的支付方式。
我们宁愿选择信任你。每一笔申请我们都会单独处理，只希望申请是真实的 —— 正是这一点让这项政策能够对所有人保持大方。
6. A Note on Delivery | 关于配送时间
Our products are shipped directly from China by air freight and normally arrive within 8–12 calendar days. That is longer than a shop based in the UK, and it is the trade-off for getting the genuine regional product rather than the milder export version.
Please keep this in mind if you are ordering for a particular date.
我们的商品由中国空运直邮，通常 8–12 个自然日送达。这比英国本地店铺慢一些，但这是为了拿到真正的原产地风味，而不是为出口而调整过的温和版本。
如果你是为了某个特定日期下单，请把这一点考虑进去。
7. Before You Order | 下单前的小建议
To avoid disappointment, it is worth:
- Reading the product description in full
- Checking the allergen information
- Looking at the product photos and the pack size
- Double-checking your delivery address
And if you are unsure about anything — a flavour, a heat level, a pack size — just email support@mixdiff.com. We would much rather answer a question now than have you disappointed later.
为了避免收到货后失望，建议你：
- 完整阅读商品描述
- 查看过敏原信息
- 仔细看商品图片与规格
- 再次核对收货地址
如果你对任何一点不确定 —— 风味、辣度、规格 —— 直接发邮件到 support@mixdiff.com。我们宁愿现在回答你的一个问题，也不愿你之后失望。