REFUND POLICY
This Refund Policy formulates unified and standardized refund rules for all product orders purchased on our official website, clarifies the applicable conditions, processing cycle, operation process and responsibility division of refunds, and is applicable to all global users. This policy is formulated based on the principles of fairness, transparency and user priority, aiming to protect the legitimate consumption rights and interests of every user and standardize the after-sales refund processing process of the platform.
1. Basic Refund Rules and Conditions
All products sold on our official website support standardized refund services under compliant conditions. Users can apply for a full or partial refund in accordance with the policy within the valid after-sales cycle. The valid application cycle for after-sales refund and return is 60 days from the date when the user successfully receives the product. After exceeding the 60-day after-sales cycle, we will no longer accept refund and return applications without special quality problems.
For orders that have been successfully paid but not yet shipped, users can apply for a full refund at any time before the warehouse completes the shipment. We will review the unshipped order refund application within 1-3 working days, and complete the refund processing after the review is passed. For orders that have been shipped but not yet received, users need to wait for the goods to be returned to our warehouse before we can process the refund application.
For products with quality problems, packaging damage, wrong delivery, missing accessories and other platform-side problems, users can apply for a full refund or free replacement within the 60-day after-sales period. We will bear all the responsible costs caused by platform and logistics problems, and fully protect the legitimate rights and interests of users.
2. Refund Processing Cycle
After the user submits a valid refund application and provides compliant proof materials (including product photos, order numbers, logistics records, etc.), our professional after-sales team will complete the review of the refund application within 1-5 working days. For the refund application that passes the review, we will complete the official refund settlement within 5 to 10 working days.
The refund will be fully returned to the user’s original payment account and original payment channel. The arrival time of the refund is affected by the processing cycle of the user’s payment institution, and the platform’s official processing cycle is subject to 5-10 working days. We will actively track the refund progress and synchronize the latest processing status with users in a timely manner.
3. Non-Refundable Situations
To standardize the order processing mechanism and avoid malicious after-sales applications, we stipulate that the following situations do not support refund applications: products that have been artificially damaged, used in large quantities, expired due to user’s improper storage, and damaged due to user’s personal reasons; products that are returned beyond the 60-day valid after-sales cycle without legitimate reasons; fake and malicious refund applications; products that are used, disassembled and modified without authorization by users.
In addition, for the normal taste difference, individual physical inadaptability and other subjective personal feelings that do not involve product quality problems, we do not support unconditional refunds, but we can provide users with professional product usage guidance and alternative product recommendation services.
4. Partial Refund Rules
For orders with multiple products, users can apply for partial refund of individual non-quality problematic products that meet the return conditions. We will calculate the refund amount according to the single product marked price of the order, and deduct no additional handling fee. For defective products with partial quality problems, we will implement partial refund or full refund solutions according to the actual product damage degree after verification.
5. Refund Service Commitment
All refund rules are open and transparent, with no hidden terms and no arbitrary deduction of user refund amount. We strictly abide by the 5-10 working days refund processing cycle, and will not delay the refund without legitimate reasons. For all compliant refund applications, we will complete the processing efficiently and ensure that users’ funds are safe and returned in full.