Delayed in Transit/No Tracking Info: If there is no update of the tracking info for more than 10 business days (from the time the shipping label is created on the logistics website), the order will be fully refunded within 3 business days of the refund request unless the customer has requested a replacement.

Note: This clause is not applicable during special times or periods such as festive season, holidays, COVID-19, abnormal weather, or other abnormal situations.

Destroyed in Transit: If the order is damaged in transit, with valid proof provided:

• Within 3 days after receiving the goods according to the logistics information, we can provide replacement parts free of charge, and we are responsible for the logistics costs.
• If the goods arrive more than 7 days later, we can provide spare parts for free, but the customer needs to bear the freight of sending spare parts.

Valid Proof: Screenshot of damaged indication on logistic website.

Returned to Sender: (Except In Cases of Wrong Shipping Address Left On Orders)

• If tracking shows the order returned to the warehouse, the order will be fully refunded within 3 business days of the refund request unless the retailer has requested a replacement.

Delivered but Not Received:

If the order shows delivered on the logistics website but not received:

• If the delivered address is different from the shipping address left on the order and confirmed by the carrier it was delivered to the wrong address, we can negotiate with the customer to continue delivery to the correct address.
• If the delivered address is the same as the shipping address left on orders, and we only provide proof of delivery, the refund request will be denied.

Damaged or Broken, Stains/Minor Scratches/Poor Quality, etc., Not as Described (size/color/style), Wrong Item Received, Missing Item/Accessories:

• If the packages/goods ordered have issues (damaged/broken/stains/minor/scratch/poor quality/not as described/wrong item received, missing item, etc.), the customer may negotiate a solution. If the order is damaged in transit, customers can provide pictures, videos, and other effective evidence, and we can provide replacement parts free of charge. If the damage is caused by the customer manually or accidentally during use, we can't provide replacement parts for a fee.
• If we requests the product be returned, the warehouse receives the goods, confirms the receipt of the products, negotiates the agreement, and arranges the refund and exchange of goods within 3 days.

Valid Proof: Photos/videos of issued goods and photos of package with label.

• Application needs to be filed within 3 days from the order completion date.
• We don’t accept non-defective remorse returns.
• If the item was delivered damaged or defective, customer will need to return it, and we will provide a return label.