Before placing an order, please review our return policy carefully. By placing an order, you agree to these terms.
Consumer Responsibility
- Consumer-Initiated Returns: If you choose to return an item for personal reasons, you are responsible for the return shipping fee. The exact fee will depend on the shipping company you select.
- Our Fault: If the return is due to damaged or incorrect items received, we will cover the shipping fee.
Time Limit
Our after-sales service is available from the time you pay for your order until the order is closed. If any issues arise, the processing time may be extended.
How to Apply for After-Sales Support
- Click the “After-sales” button on the Order Details page.
- Provide a reason for the return and upload relevant pictures.
- Our Support team will review your application within 48 hours and provide a final solution.
To speed up processing, please provide:
- Photos or videos of the damaged item.
- Return the products to our warehouse if requested by our After-sales Team.
We offer refunds, resends, or returns for the following cases:
Eligible Return Cases
1. Delayed Orders
- General: Orders without tracking information, in transit, pending, or expired 60 days after leaving our warehouse.
- USA: 38 days after the order departed from our warehouse.
- Brazil: 110 days due to customs clearance delays.
Notes:
- Sometimes, orders are held at the local post office due to address issues or being unclaimed. Contact your local post office to resolve this.
2. Order Not Received
- We will not process refunds or resends if tracking information shows the order was delivered.
- If you did not receive the package, you need a non-delivery certification from your local post office.
Tracking Information Alerts:
- Incorrect/insufficient address
- No such number
- Recipient unknown
- Refused delivery
- Unclaimed package
- No safe delivery location
- Uncleared customs
Notes:
- Local distributors will attempt delivery 1-3 times. If unclaimed, the package will be held at the local post office for 3-7 days before being returned to the sender. We cannot refund or resend if the package is destroyed due to being unclaimed.
3. Damaged Products
- Severe Damage: Full refund or replacement.
- Partial Damage: Partial refund or replacement (minor issues like threads, wrinkles, or small scratches are not covered).
Notes:
- For fragile items, a refund is recommended.
- We do not offer refunds for damaged packaging due to long-distance shipping.
- Apply for after-sales service within 3 days of delivery.
4. Incorrect or Missing Products
- Incorrect Items: Full refund or replacement.
- Minor Issues (e.g., wrong color or size): Partial refund.
- Missing Parts: Partial refund or resend the missing part if it does not affect function; resend the product if it does.
Important Information
1. After-Sales Deadline
- After-sales support cannot be opened if the order status is closed. The service closes automatically if there is no response for seven consecutive days.
2. Force Majeure
- We are not responsible for delays or damages due to natural disasters, strikes, wars, or other uncontrollable events.
3. Shipping Method Limits
- Some shipping methods are not trackable in certain areas. We do not accept disputes for these methods.
4. Destination Limits
- Due to transportation limits, we do not accept after-sales requests for orders shipped to certain countries (e.g., Haiti, Kyrgyzstan, Madagascar).
5. Returns
- Products must be returned to our China warehouse. International shipping costs are high, and returns may take at least 3 months to arrive. Most returned products are damaged or lost during transit.
- Return products within 3 days of receiving them.
6. Unacceptable After-Sales Requests
- We do not accept returns for reasons such as:
- Disliking the product
- Product description disputes
- Unusual smells
- Ordering the wrong item
- Incorrect shipping address
- Negotiated product differences
- Deleted tracking information
If you have any questions, please feel free to contact us.