FAQs

What are the conditions for product return?

The product must be unused, in its original packaging, undamaged, and include all accessories and tags.

Which products are non-returnable?

Non-returnable items include hygiene or perishable goods, customized items, used products, and orders past the return period.

What should I do if my item is damaged or incomplete?

Please contact support within 48 hours of delivery and send clear photos of the damaged or incomplete product for review.

How can I submit a return request?

You can submit a request via the online return form on our website or contact customer support with your order number and reason.

Orders not Received.

The Seller will not deal with the refund or resend if the tracking information shows the order is delivered.

a.  If Your clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

 

b.  Tracking information alert. The tracking information shows Alert, the reasons are listed as below:

a)  Incorrect/insufficient address.

b)  No such number.

c)  Unknown recipient.

d)  Refused.

e)  Do not pick up in time.

f)  No safe delivery location.

g)  Uncleared customs.

h)  Others.

Notes:

a.  The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, Your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, seller takes no responsibility if products have been lost.

b.  If the logistics company provides return service, seller will put the products in your private inventory and will not refund them when we receive the returned items.

c.  Seller cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.

Products Damaged.

The seller offers a full refund or a replacement if packages arrived are badly damaged.

Seller offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Incorrect or Missing Products.

The Seller has a strict quality control process before products are dispatched. Seller will deal with incorrect or missing products as follows:

a.  For incorrect products, Seller offers a full refund or replacement.

b.  For products with wrong color, size which doesn't affect product function, etc., Seller offers a refund or resend if you provide a screenshot of your clients' complaint including name, content and date.

c.  For parts missing which doesn’t affect product function, Seller may refund partially or resend the missing part; for parts missing which affect product function, Seller will resend the product only.

d.  For accessories, Seller will resend the accessories.

Orders Cancellation.

For orders cancellation, Seller  offers a full refund before products are processed by warehouses.

a.  After payment, POD orders cannot be canceled as it is customized.

b.  After payment, preorder inventory orders cannot be canceled as it is special products and only available for you.

c.  After payment, video and photo orders cannot be canceled as Seller  has planned and prepared for you after payment.

Force Majeure.

Seller takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Seller will notify you by Seller Chat, Email, Line, WhatsApp etc.

Unacceptable Disputes.

The Seller shall not accept any unreasonable disputes, including but not limited to:

a.  The buyer does not like it.

b.  The product description is not real.

c.  Products smell unusual.

d.  The buyer ordered the wrong items or SKU.

e.  The shipping address was provided incorrectly.

f.  Product difference was negotiated in advance.

g.  Tracking information deleted by logistics companies or local post offices.

h.  In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.