Return & Refund Policy

Return

Return requests can be accepted within 30 days after the product has been delivered. Any requests to make a return/exchange of goods will no longer be available. Customized products do not support returns, because they are customized according to different customer needs.

Returns are subject to the following conditions：

  • The item must be unused and be in the original condition as received.
  • Original packaging must be included for the return.
  • Please provide your receipt or purchase record.
  • Naturally any faulty items can be returned.

How to return? 

Step 1: Please contact our Customer service team to start the return process with the following information:

  • Order number
  • Proof of purchase
  • Video or photo of the faulty product

Step 2: Insert your receipt, along with the items, back into the original packaging.

 

Step 3: Fill out all three copies of the Returns Pro-Forma Invoice Form. Insert all copies in the transparent envelope and attach it to the package without closing it. These documents are required for customs, so please be sure to complete all 3 copies.

 

Step 4: Turn package over to the courier, after the courier has checked the return shipment, please close the package securely.

Refund

Refunds regarding products not received from a shipping courier.

We recommend contacting the courier regarding any issues with shipment. We do not offer refunds if they have an issue with delivery, nor will we resend the order.

The following situations will also not be eligible for a refund request:

  • Incorrect contact information or address was provided
  • Not reply via email or accept calls from the courier
  • Refusing to sign for the parcel
  • Refusing to pay any import tax or fees
  • Refusing import clearance

Order Cancellations

1. For non-Group Buy orders, they can be canceled if the status of the order is unfulfilled. Custom products cannot be refunded or canceled after the final design draft has been confirmed. A refund has a processing period of 1-3 business days after the order cancelation(s).

Non-refundable items are the following:

  • Gift cards
  • There are some instances where only a partial refund can be applied. These are on a case-by-case evaluation and are not guaranteed.
  • Items that are received with obvious signs that they have been used.
  • Items that are not in their original condition, have been damaged or are missing parts.
  • Any items that are being returned after the 7-day return period.
  • Refunds for products that have been returned (where applicable)