This Return & Refund Policy applies to all orders placed on our website by customers residing in the United States, European Union member states, and other eligible Western regions. It is formulated in full compliance with the EU Consumer Rights Directive and local US state consumer protection laws, covering return, exchange, refund and order cancellation rules. By completing a purchase on our platform, you acknowledge and agree to all terms outlined below.
1. Return Eligibility & Legal Timeframe
We offer a universal 30-day return window for all eligible orders, calculated from the date of package delivery confirmation. For EU customers, you additionally hold a statutory 14-day unconditional withdrawal right, allowing you to cancel or return your order without providing any reason within 14 days after receiving the goods.
To qualify for return and refund services, all of the following criteria must be met:
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The return request is formally submitted within the valid legal return period.
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All returned items remain unused, unwashed, undamaged, and in original brand-new condition, with complete original packaging, labels, and matching accessories intact.
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The items do not belong to the final-sale or non-returnable category specified in this policy.
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Valid order number and purchase proof can be provided for identity and order verification.
2. Non-Returnable & Final Sale Items
To comply with hygiene safety standards, commodity sales specifications and cross-border trading rules, the following items are final sale and cannot be returned, exchanged, or refunded:
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Items with opened seals, damaged packaging, obvious usage traces, or personal modification.
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Customized and personalized goods produced according to exclusive customer requirements.
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Clearance discounted items, promotional bundle products, and complimentary gift items attached to orders.
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Goods damaged, worn or defective due to improper customer use, manual damage, or incorrect storage after delivery.
3. Return Liability & Cost Allocation
3.1 Merchant Liability (Full Refund & Free Return)
We take full responsibility and bear all return shipping fees for the following valid scenarios. Eligible customers can choose free reshipment or full product refund:
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Incorrect items shipped or inconsistent product specifications with the official description.
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Factory quality defects, functional failures, or inherent flaws of the goods.
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Severe damage, breakage, or missing core parts caused during international transit.
3.2 Customer Voluntary Return (Customer-Borne Costs)
Returns initiated due to personal preference reasons, including but not limited to unsatisfactory style, inappropriate size, accidental wrong order, or change of mind, shall be borne by the customer for all return shipping fees and handling charges. We only refund the pure product value after receiving and inspecting the intact returned items. Original shipping fees incurred for initial delivery are non-refundable.
4. Standard Return Process
All return requests must follow official standardized procedures. Unauthorized private returns without system confirmation will not be accepted or processed.
Step 1: Submit Return Application Contact our official customer support team via the website support channel within the valid return period, and provide your order number, detailed return reason, and corresponding picture or video evidence of the item status.
Step 2: Obtain Official Authorization Our team will review your application within 1–3 business days. Once approved, we will issue an official return authorization and provide the valid return shipping address and operation guidelines.
Step 3: Ship Return Package Securely package all items, deliver via trackable logistics services, and retain the tracking number and shipping receipt for subsequent verification.
Step 4: Inspection & Refund Processing We will conduct strict inspection on returned items within 3–5 business days after package receipt. Qualified return requests will trigger refund or exchange processing immediately.
5. Refund Rules & Processing Cycle
All refunds will be returned to the original payment account used for order settlement. For merchant liability issues, we provide full product price refund and reasonable return shipping fee reimbursement. For customer personal reason returns, only the product amount will be refunded, excluding all shipping and handling fees.
Refunds will be initiated within 1–5 business days after inspection approval. The actual arrival time depends on the processing efficiency of your payment institution, generally ranging from 3–10 business days.
6. Defective & Damaged Goods Claims
If you receive defective, damaged, incorrect or incomplete items, please contact customer support and provide valid visual evidence within 5 business days after delivery. We support multiple solutions including free reshipment, partial refund or full refund based on actual conditions. Overdue claims without valid evidence will not be accepted.
7. Order Cancellation Rules
Customers can cancel orders free of charge before the order is processed, packaged and shipped. Once the order enters the shipping dispatch status, cancellation applications will no longer be available, and customers can only apply for returns after receiving the package.
8. Undeliverable & Unclaimed Packages
Packages that fail to be delivered successfully due to incorrect customer address information, customer refusal to sign for receipt, long-term unclaimed status, or voluntary customer return will be disposed of in accordance with international logistics regulations. All resulting return fees, secondary delivery costs and handling losses shall be borne by the customer.
9. Force Majeure
We are not responsible for return processing delays or service failures caused by uncontrollable force majeure events, including natural disasters, extreme weather, local policy adjustments, customs suspension and other objective emergencies.
10. Policy Updates
We reserve the right to update and revise this Return & Refund Policy to adapt to legal requirements and business optimization. The latest version will be published on this page and take effect immediately. Your continued use of our website and placement of orders constitute acceptance of the updated policy terms.
11. Contact Support
If you have any questions about return eligibility, refund progress, cost allocation or policy clauses, please contact our official customer support team through the website support channel. We will respond and resolve your inquiries within 24–48 business hours.