REFUND POLICY
1. General Policy Overview
This Refund Policy applies to all orders, transactions, purchases, and after-sales service behaviors generated in our store. It formulates the unified standard for refund application conditions, valid application period, review process, refund scope, responsibility division, and dispute handling rules. All customers who place orders and complete payments in our store shall be deemed to have fully read, understood, and unconditionally accepted all terms of this refund policy before payment.
We adhere to the principles of standardized management, fair judgment, and standardized after-sales processing. All refund applications will be reviewed strictly in accordance with the terms of this policy and international cross-border e-commerce service specifications. We reserve the right of final review and judgment for all refund applications to ensure the standardization, rationality and fairness of after-sales processing.
This policy covers all refund scenarios including order cancellation before shipment, logistics abnormal refunds, product quality problem refunds, missing/damaged item refunds, customer active abandonment refunds, and special circumstance refunds. Any after-sales refund behavior not specified in this policy shall be handled with reference to general international cross-border trade rules and platform official regulations.
2. Pre-Shipment Order Cancellation & Full Refund Rules
Customers are allowed to apply for order cancellation and full refund free of charge before the order is officially shipped out of the warehouse and before logistics pickup. The pre-shipment cancellation period is defined as the period from order payment completion to warehouse outbound record generation. Orders within this time limit support unconditional full refund applications without any handling fee, deduction fee or service charge.
Once the order has completed warehouse outbound, logistics pickup, generated official tracking number and entered the international transportation process, it is deemed as a shipped order. At this stage, customers cannot actively cancel the order and apply for a full refund. Unilateral order cancellation applications initiated by customers after shipment will not be accepted, and relevant losses shall be borne by the customer personally.
For abnormal orders cancelled actively by our store side in accordance with the shipping policy, including fraudulent orders, abnormal bulk orders, invalid information orders and overdue unpaid orders, we will automatically trigger a full refund procedure. The refund amount will be returned to the original payment channel completely, and no additional deduction will be made. The refund processing cycle is 3-7 working days.
3. Post-Shipment Refund Eligibility & Classification Rules
After the package is shipped, all refund applications are divided into merchant-responsible refunds and customer-responsible refunds, and the refund scope and deduction standards are strictly distinguished according to the responsible party. All refund applications must be initiated within the valid after-sales period and accompanied by valid proof materials; overdue and unproven applications will be directly rejected.
3.1 Merchant Responsible Refunds (Full/Partial Free Refund)
We provide free full refund or partial refund service for after-sales problems caused by our store’s production, packaging, and shipment errors, with no deduction of any handling fee and logistics fee. The applicable scenarios include but are not limited to: wrong item shipped (inconsistent with order model, specification, color, size); missing items or missing accessories due to warehouse packing errors; product quality defects, functional failure, damage caused by factory production problems; obvious appearance flaws that affect normal use; repeated shipment and abnormal duplicate orders caused by our system error.
For the above merchant-responsible scenarios, customers can choose partial refund (retaining the goods without return) or full refund according to the actual situation. If partial refund is adopted, the refund amount will be determined according to the proportion of defective products and missing items in the total order amount; if full refund is adopted, we will complete the review and refund without requiring customers to return ordinary goods (except for customized and special products).
3.2 Customer Responsible Refunds (Deduction Refund Only)
Any refund applications caused by customers’ personal reasons after shipment belong to customer-responsible refunds, and only deduction refund services are supported. The store will deduct the actual generated international round-trip logistics cost, warehouse handling fee, packaging cost and platform transaction service fee from the total order amount, and refund the remaining balance. Customer responsible scenarios include but are not limited to: customer mistakenly placed the order, wrong purchase size/specification; personal dislike, unnecessary purchase, subjective dissatisfaction with product appearance; unwilling to pay destination tariffs and choose to refuse customs clearance; active refusal to sign for the package, overtime unclaimed leading to package return; wrong shipping address leading to delivery failure and return.
It is clearly stipulated that for customer-responsible return and refund applications, the initial shipping fee paid by the customer is non-refundable, and all additional secondary costs generated during logistics transportation will be borne by the customer. We do not provide free full refund service for personal subjective reasons.
4. Logistics Abnormal Refund Rules
4.1 Package Lost Refund
If the international logistics carrier officially issues a written lost certificate and confirms that the package is completely lost or stolen during transit, customers can choose free full refund or free reshipment. If the customer chooses a refund, we will process a 100% full refund of the order payment amount without any deduction within 3-7 working days after verifying the lost certificate.
For packages with long-term logistics stagnation and no update but without official lost confirmation from the logistics company, they do not support advance refund. We will continue to track and urge logistics processing until the official final result is confirmed, and then handle the corresponding after-sales application.
4.2 Delayed Delivery Refund Explanation
All delivery times displayed on the store page are estimated working days for reference only and do not constitute a mandatory delivery commitment. Refund applications due to pure logistics delay will not be accepted. Logistics delays caused by objective uncontrollable factors such as international transshipment congestion, customs clearance inspection delay, bad weather, route adjustment, and force majeure do not belong to store liability, and no refund or compensation will be provided.
5. Damaged & Missing Items Refund Rules
After receiving the package, if the customer finds product damage, functional failure, missing items or missing accessories, they must submit valid proof materials within the mandatory 48-hour valid claim period after logistics delivery. The complete proof materials include uninterrupted and original unboxing videos, clear photos of damaged products, photos of the outer package with complete logistics labels, and photos of internal packaging materials.
After our team verifies that the damage or missing problem is true and belongs to transportation and packaging quality problems, we will provide three optional solutions: free partial reshipment of missing accessories and products, partial proportional refund of the defective product amount, or full refund according to the actual damage degree. Customers can independently select the solution according to their needs.
Any applications that fail to submit proof within 48 hours, submit modified and incomplete proof, or cannot effectively prove the product problem during transportation will be deemed invalid claims, and we have the right to reject all refund and reshipment applications.
6. Return & Exchange Refund Rules
Our store supports return and exchange services for quality problems, but does not support no-reason return and exchange for cross-border orders caused by personal subjective reasons. Due to the high cost of international cross-border return transportation, all customer-initiated returns without quality problems will bear all return logistics fees, handling fees and related comprehensive costs.
For returns caused by merchant quality problems, we will bear the return logistics cost and provide full refund after receiving and inspecting the returned goods intact. For customer personal reason returns, after the returned package arrives at our warehouse and passes the integrity inspection, we will deduct the round-trip logistics cost, packaging cost and handling fee from the order amount, and refund the remaining part.
Special customized products, personalized engraved products, disposable hygiene products, and special channel transported sensitive goods do not support return and exchange services under any non-quality problem scenarios.
7. Refund Exclusion & Rejection Conditions
We have the right to unconditionally reject all refund applications that meet the following exclusion scenarios, including but not limited to: overdue after-sales applications exceeding the valid claim period; invalid applications without valid proof materials or with fake proof; malicious multiple refund applications, fraudulent refund and arbitrage behaviors; orders that have been confirmed delivered for more than 30 days without any abnormal feedback; product damage and failure caused by customer’s incorrect use, disassembly, modification and man-made damage; normal product wear, color difference and subtle process differences that do not affect use; problems caused by customer’s failure to comply with product usage instructions;
In addition, refund applications caused by local customs policy changes, local import prohibition restrictions, customer personal import qualification problems, and refusal to pay tariffs are also excluded from the scope of free refunds, and all losses shall be borne by the customer.
8. Refund Processing Process & Time Cycle
After the customer submits a refund application, our professional after-sales team will complete the preliminary review within 1-3 working days, verify the order status, logistics records and proof validity. For qualified valid refund applications, we will complete the internal approval process within 3-7 working days and initiate the refund procedure.
All refunds will be returned through the original payment channel of the order. The arrival time of the refund is affected by the processing efficiency of the payment platform and the bank’s settlement cycle. Normally, the funds will arrive in the customer’s account within 3-10 working days after the refund is initiated. We are not responsible for the delay of fund arrival caused by third-party payment institutions and banks.
For applications that need supplementary proof materials, the customer must complete the supplement within the specified time; overdue no supplementary materials will be deemed as automatic abandonment of the refund application, and the system will automatically close the after-sales ticket.
9. Force Majeure Refund Exemption Rules
We will not bear refund compensation responsibilities for order abnormalities and losses caused by force majeure and uncontrollable external factors. Force majeure scenarios include but are not limited to natural disasters, extreme weather, regional wars, political conflicts, epidemic control lockdowns, customs policy adjustments, airline/sea route suspensions, logistics company suspension of business, and other unforeseeable and uncontrollable objective events.
Under force majeure circumstances, we will actively assist customers in tracking logistics, coordinating processing and solving problems, but we do not support compulsory refund, full compensation and dispute claims. All losses caused by force majeure shall be borne by the customer.
10. Policy Update & Dispute Interpretation Rules
We reserve the right to update, revise and optimize this Refund Policy in real time according to cross-border e-commerce industry rules, platform regulations, international logistics changes and business adjustment needs. The updated policy will take effect immediately after being displayed on the store page without prior individual notice.
All order after-sales disputes and refund-related unmentioned scenarios shall be subject to the final official interpretation of our store, and shall be handled in accordance with international cross-border trade conventions and official platform rules to ensure standardized and fair after-sales disposal.