Refund policy
Refund & Return Policy
1. Overview
We are committed to delivering high-quality products. Refunds and returns are available for defective, damaged, or incorrectly shipped items. Due to the size and weight of our products, we handle each case carefully to ensure a fair resolution. All refund or return requests must be submitted within 7 business days of receiving your order.
2. Eligibility Criteria
To qualify for a refund or return, the following conditions must be met:
Defective or Damaged Items: The product is faulty or damaged during transit.
Incorrect Items: The product received does not match your order.
Documentation: Clear photos and a detailed description of the issue must be provided.
Timeliness: Customer support must be contacted within 7 business days of delivery (or expected delivery date for lost shipments).
Items not meeting these criteria may not be eligible for a refund or return.
3. Non-Refundable Cases
Refunds will not be issued for:
Buyer’s change of mind or ordering mistakes.
Delays or issues caused by customs clearance, shipping carriers, port congestion, or other factors beyond the seller’s control.
Minor cosmetic imperfections that do not affect the functionality of the product.
Items that have been modified, misused, or damaged by the buyer.
4. Refund Process
Submit Request: Contact customer support with your order number, photos of the item, and a description of the problem.
Review: Our team will review your request and respond within 2–3 business days.
Approval & Next Steps:
Ocean Freight Shipments: The seller may request return of the item. Shipping cost for returns is generally the buyer’s responsibility unless the item was damaged or incorrect.
Air Freight Shipments: The seller may waive return requirements if the item’s damage or defect is verified.
Refund Issuance: Once approved, refunds will be processed to the original payment method within 5–10 business days.
5. Shipping Costs & Insurance
Original Shipping Fees: Non-refundable, except if the seller is responsible for damage, defect, or incorrect shipment.
Return Shipping Costs: Typically borne by the buyer unless the item is damaged or incorrect.
Insurance Claims: If additional cargo insurance was purchased, claims can be filed directly with the carrier as per the insurance policy.
6. Handling Lost or Damaged Shipments
Notify customer support immediately if a shipment is lost or arrives damaged.
Provide documentation such as photos, shipping receipts, and inspection reports.
Seller will coordinate with the carrier to file claims and facilitate resolution.
7. Resolution Timeline
Requests are reviewed within 2–3 business days.
Refunds are processed within 5–10 business days after approval.
Shipping claims or returns may extend the total resolution time depending on logistics.
8. Contact Information
To initiate a refund or return, please contact our support team with:
Order number
Photos of the product and packaging
Description of the issue
Our team will respond promptly with guidance on next steps and return instructions if applicable.