Refund policy
Return, Exchange and Refund Policy
- After-Sales Service Terms & Conditions
Should your package encounter any of the following issues, please provide sufficient evidence for us to process your after-sales request (replacement shipment or compensation) appropriately:
1. Package Shipping Issues (Loss or Theft):
Scenario A: Customs Clearance Delays:Stalled tracking updates due to packages undergoing customs clearance are common and typically require additional processing time (generally 5-7 business days or longer, depending on the destination country and specific circumstances). This situation does not qualify as "loss or theft" under our after-sales policy. Please allow sufficient time for customs processing. If tracking information remains unchanged for an extended period exceeding the expected clearance timeframe by 2 weeks or more after entering customs, you may contact us for assistance.
Scenario B: Non-Customs Related Shipping Exceptions:Tracking information remains stagnant with no updates for over 7 consecutive days, or the carrier explicitly reports an exception.
Required Documentation (For Scenario B): Complete screenshot(s) of the abnormal tracking history and/or an official Proof of Loss/Damage or exception notice issued by the shipping carrier.
2. Goods Received Damaged or Incomplete:
The main structure of the received item is damaged (e.g., shattered, deformed, broken) or essential components are missing, rendering the product unusable as intended.
Required Documentation: Clear, close-up photo(s) or video clearly showing the damaged area(s) or missing components.
Note: For certain products, subject to the specific after-sales requirements of the manufacturer/brand owner, a complete unboxing video is mandatory. This video must clearly display:The intact shipping label/waybill.The external condition of the sealed package from all six sides.The entire unboxing process, including the removal of packaging materials and inspection of the product contents.