We accept order cancellations before the product is shipped or within 24 hours after you place your order. If the order is canceled you will get a full refund. We cannot cancel the order if more than 24 hours or the product is already shipped out.
2. Lost or stolen packages
We are not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address and you have not received it, please report it to your local shipping carrier. If you have any further questions on how to do this, please reach out to our customer service team.
3. Receive a faulty item?
We're really sorry to hear this! In the unlikely event that you've received a faulty item, please send an email to firstname.lastname@example.org immediately with the following information:
(1) Your order number
(2) Which item is damaged
(3) Visible proof depicting the defect is required (Must include: photographic & video evidence)
Please do not return any damaged goods at the beginning unless advised by a member of our support team, it may result in a slower resolution time. We’ll offer you the best resolution scheme.
If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support!
*All claims for parcels arriving damaged must be made within 30 days of the delivery date. The shipping cost for reissued products needs to be borne by the buyer, and the shipping cost will vary depending on the country and region.
4. Returns (if applicable)
We accept return on products. Customers have the right to apply for return within 30 days after the receipt.
*Customers should pay for the shipment if there is no quality problem with the product.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Customers will only be charged once at most for shipping costs (this includes returns). However, we kindly inform you that a restocking fee of 20% will be applied to returns resulting from circumstances not attributable to the seller's error, and the buyer shall be responsible for the payment of the return shipping fee.
5. Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
6. Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Please contact our Customer service at firstname.lastname@example.org to get the returned address.
We ensure you will get an answer within 24 hours (Except on weekends and holidays). So if you encounter issues during this period, please don’t worry, we will get back to you as soon as possible after we are back in the office.
7. Place a wrong order (wrong information, wrong product...)
Please cancel the wrong order within 24 hours and place the correct order.
We are unable to make any changes or amendments to your order if your order is shipped.
REFUNDS: Please note, we do not issue refunds on non-faulty items. We will refund you after your return item is received back at our factory and all details are confirmed. However, we do treat each return on a case-by-case basis, and cash refunds are eligible.
Note: Please contact us at email@example.com before returning the goods. After the return/exchange/refund application is approved, we will send the return address and information. Once the return/exchange/refund claims approve, please send out items within 7 days and offer your return tracking number immediately to us. Otherwise, the claims would be invalid.