This policy outlines the guidelines for refunds, replacements, and returns to ensure smooth operations. Please read the following carefully.

Important Notes:

• All disputes must be opened on the designated platform. Failure to do so may result in account suspension.
• For quicker dispute resolution, please provide:
  • Photos or videos clearly showing damaged items.
  • Screenshots of complaints from customers, including names, dates, and content.
  • Returned products if required by the dispute team.

Refund, Resend, or Return Scenarios

1. Delayed Orders

Orders are eligible for refund or replacement if tracking information shows no updates (in transit, pending, or expired) 45 days after dispatch from the warehouse.

Exceptions:

• Packages pending at the local post office due to incomplete address or unclaimed items must be claimed by the recipient.
• Orders marked as delivered but not received may require additional verification, which can take 1-2 months.

2. Non-Received Orders

• If tracking confirms delivery, refunds or replacements will not be processed.
• A non-delivery certificate issued by the local post office is required for verification.
• Tracking issues caused by incorrect addresses, refused deliveries, or customs delays are not eligible for refunds or replacements.

3. Damaged Products

• Full refunds or replacements are available for severely damaged items.
• Partial refunds or replacements may be offered for minor damages.

Exceptions:

• Fragile items are recommended for refunds over replacements.
• Packaging damage due to international shipping is not eligible for refunds.

4. Incorrect or Missing Items

• Full refunds or replacements are offered for incorrect products.
• Partial refunds or replacements for minor issues (e.g., wrong color/size not affecting function).
• Missing components critical to functionality will be replaced.

5. Order Cancellations

• Full refunds are available for cancellations before warehouse processing.
• Customized, pre-order, or media orders cannot be canceled after payment.

Additional Policies

• Dispute Deadlines: Disputes must be opened within the allowed timeframe. Closed orders or untraceable tracking cannot be disputed.
• Force Majeure: Delays or damages caused by events beyond control (e.g., natural disasters, strikes, or customs inspections) are not the platform's responsibility.
• Product Returns: Returns are accepted only to the designated warehouse and must be arranged within 30 days of receipt. Due to high costs and potential damage, returns are generally discouraged.
• Unacceptable Disputes: Refunds or replacements cannot be provided for personal preferences, incorrect orders placed by the customer, or delivery delays caused by customs non-compliance.

Contact Information

If you have any questions, concerns, or need to initiate a refund, return, or replacement, please reach out to us using the following contact details: