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Refund Policy
We want you to have a smooth and satisfying shopping experience. Please review our return policy below for guidelines on returns or exchanges:
Conditions
To be eligible for a return, the item must be in unused and original condition with all tags and packaging intact.
All warranties start from the date you receive the product.
We will accept returns if the product fails during the warranty period and the failure is due to quality issues and not your own breakage or misuse.
The refund policy only covers returns of damaged items and does not include regular return/refund requests without specific reasons.
Damaged or defective products
If you receive a damaged or defective product, please contact us immediately and attach relevant photos for further assistance. (Items that were damaged or misused after receipt and problems caused by logistics are not included).
Defective items must be reported and returned to us within the warranty period (in original packaging if possible). You must tell us what the defect is and provide your order number. We do not repair or replace items whose warranty period has expired.
1. If possible, please make a complaint directly to the delivery representative of the courier company before signing for the goods. They will advise you on the complaint procedure.
2. If you have already signed for the parcel, take photos of the damage and contact the local office of the courier/delivery company to file a complaint. They will have a complaint procedure that will enable you to get compensation.
3. Next, contact us immediately with your order number and a full description/pictures of the problem with the damaged item. We will contact the courier from our side.
4. Once the courier confirms that the case is valid, they will compensate us and we will pass the compensation on to you. The amount of compensation varies from case to case and is different for each courier. In some cases, you will need to pay to send the damaged item back to us so that we can send a new one.
Initiate a Return
Contact our customer service team within 30 days of the delivery date to initiate a return request, providing your order number, details of the item you are returning, and the reason for the return.
Return Authorization
All returns must be authorized by our support team before they can be returned. Refunds will only be made if the return is made to the address specified by the staff. If the customer returns the package without prior authorization, sends it to the wrong address, returns the wrong item, or submits an empty box, no compensation will be provided in this case. Once we receive your return request, we will provide you with instructions on how to proceed with the return process.
Return Process
Please log in to your User Center and follow the steps below:
1. My Orders: Go to the "My Orders" page, find the order you want to return and click to enter the order details page.
2. Request a Return: On the order details page, click the "Request a Return" button, fill in the relevant information and submit a return request.
3. Customer Service Contact: After submitting a return request, our customer service team will contact you via the email provided in your account to understand the reason for the return and provide a return address and detailed return instructions.
4. Prepare the return package: According to the return address provided by the customer service, properly pack the product and all accessories, instructions, packaging, etc. to ensure that the product will not be damaged during transportation.
5. Send the return package: Send the package according to the return address provided by the customer service. It is recommended to use a trackable courier service and keep the courier receipt to track the return process.
Upon receiving your returned item, our team will inspect it. If the return is approved, we will process your refund.
Return Shipping Costs
Unless the return is due to our error, the return shipping costs are the responsibility of the customer.
We recommend using a trackable shipping service to ensure safe and timely delivery of the returned item.
Refunds and Exchanges
Once we receive and inspect your return item, we will notify you whether your refund has been approved or rejected.
Refunds will be made to the original payment method, while exchanges are subject to product availability.
During the return shipping process, customers are responsible for any and all customs fees, excise taxes, or duties during the return of the merchandise. In these cases, we will deduct the customs fees from your authorized refund amount.
Refund time: approximately 3-5 business days.
Delayed or missing refunds: If you still have not received your refund, please check your bank account again. Then contact your credit card company or bank, as it may take some time for your refund to be officially credited. If you still have not received your refund, please contact our team in time.
If you have questions or want to initiate a return, please feel free to contact our team to answer any questions or concerns related to our return policy.
Our goal is to make the return process as simple as possible while ensuring that you are satisfied with your purchase. Thank you for choosing our online department store to meet your shopping needs.