Scope of Application: Physical Products
Order Cancellation Policy
We accept order cancellations before "shipment or production" begins. If the order is successfully canceled, you will receive a full refund. Once the goods have been shipped, cancellation is no longer possible.
1. Return/Exchange Timeframe
European & American Markets: Buyers may request a return or exchange within 15 days of receiving the product (based on the logistics receipt record).
Southeast Asian Markets: Buyers may request a return or exchange within 15 days of receiving the product (based on the logistics receipt record).
Non-returnable & Non-exchangeable items:
Customized products, fresh food, intimate apparel, unsealed electronic digital products (such as mobile phones, earphones), etc. (must be explicitly marked on the product page).
2. Return & Exchange Conditions
Products must meet the following conditions:
Remain in their original packaging, with intact tags, and must not be used or damaged.
Accessories, gifts, and manuals must be included.
Required documentation:
Order number, product issue description (such as incorrect size, quality issues, etc.).
Clear photo/video evidence (such as damage or a comparison of incorrectly shipped products).
3. Return & Exchange Process
Step 1: The buyer submits a request via the "My Orders" page on the website or customer service email, along with supporting materials.
Step 2: Customer service reviews the request within 48 hours and notifies the result via email.
If approved: The return address and instructions will be provided (return shipping costs are borne by the buyer).
If rejected: The reason will be explained (e.g., exceeding the time limit, product not meeting conditions).
Step 3: The buyer must return the product within 7 days and provide a tracking number for reference.
Step 4: Upon receiving the product and confirming its condition, we will process the exchange or refund within 5 business days.
4. Shipping Fee Responsibility
Return shipping fee: Paid by the buyer (including cases of subjective reasons such as "dislike" or "incorrect size").
Exchange shipping fee:
If the issue is our responsibility (such as product quality problems or incorrect shipment), we will cover the outbound shipping cost.
If the issue is the buyer's responsibility (such as selecting the wrong size), the outbound shipping cost will be borne by the buyer.
5. Rejection Process
If defective goods are found, they must be rejected on the spot, and logistics personnel should be requested to register an exchange or refund.
Refund Policy
1. Refund Conditions & Timeframe
Buyers may opt for a refund after the return request is approved, following these rules:
Full refund: If the product is intact and meets return conditions, the refund amount will be the actual paid price (excluding shipping fees).
Partial refund: If the product has minor damage or affects resale, a refund will be issued based on the agreed percentage.
Refund processing time:
Original payment method (Credit Card/PayPal, etc.): 7-15 business days (subject to processing time by the payment platform).
Store balance: Instant refund, available for future purchases.
2. Exceptions (Non-refundable)
Products damaged by the buyer (e.g., modifications, removed labels).
Return requests submitted beyond the designated return window.
Unauthorized returns without following the proper approval process.
Non-returnable items (as indicated on the product detail page).
Consumer Notice
1. Return requests must be approved: Items returned without prior customer service approval may be refused.
2. Shipping risks: It is recommended to use trackable shipping services (such as DHL, FedEx) and retain shipping documentation. If the package is lost, we are not responsible.
3. Cross-border duties: Returns may incur customs duties or clearance fees, which must be covered by the buyer.
Policy Reminder
Non-returnable item categories should be prominently displayed on the product detail page, shopping cart page, and order confirmation email.
For the EU market, the "14-day no reason return" policy should be separately indicated, with a clarification that return shipping costs are borne by the buyer (some EU countries may require sellers to cover return shipping, so local laws should be consulted).