Refund, Resend, and Returns Policy
This Refund, Resend, and Returns Policy is designed to provide clarity on our dispute resolution process. Please review the following policies carefully.
1. Dispute Resolution
All disputes must be initiated through our platform. Failure to comply may result in account restrictions.
To facilitate a faster resolution, please provide:
- Clear photos or videos of the damaged product.
- Screenshots of emails or dispute messages, including the name, date, and content.
- If required, return the product as instructed by our dispute resolution team.
2. Order Delays
Orders that are delayed due to transit issues will be eligible for refunds or resends under the following conditions:
- Orders with no tracking updates for 60 days after dispatch.
- Orders shipped to the USA will be considered delayed after 45 days.
- Orders shipped to Brazil will be considered delayed after 110 days due to customs clearance.
- Special shipping methods may have different conditions.
Exceptions:
- If the package is pending due to an incorrect address or unclaimed at the local post office, customers are responsible for contacting the local courier.
- If the tracking number indicates delivery but the customer claims non-receipt, further verification may be required.
3. Order Not Received
If tracking shows an order is delivered, we cannot offer a refund or resend. However, if your client does not receive the package, a non-delivery certificate from the local post office may be required.
If the tracking status shows ‘Alert’, possible reasons include:
- Incorrect or insufficient address
- Unknown recipient
- Package refused
- Not picked up in time
- Customs clearance issues
For unclaimed packages, the local distributor may attempt delivery multiple times. If unclaimed within the given timeframe, the product will be returned, and we will not be responsible for any loss.
4. Damaged Products
We offer:
- Full refund or replacement for products that arrive severely damaged.
- Partial refund or replacement for minor damages that do not impact functionality (e.g., slight scratches, wrinkles).
Exceptions:
- Fragile items may require additional inspection before a refund is issued.
- Damaged packaging does not qualify for refunds.
- Claims for electronic items must be submitted within 30 days of delivery.
5. Incorrect or Missing Products
We maintain a strict quality control process; however, in case of issues:
- Incorrect products will be eligible for a full refund or replacement.
- Wrong size or color that does not impact functionality may be eligible for a refund or replacement upon submission of a client complaint screenshot.
- Missing parts that affect functionality will qualify for a replacement, while minor missing parts may qualify for a partial refund.
For size-related claims, we may request measurements for verification before processing the dispute.
6. Order Cancellations
We offer full refunds for cancellations before processing at our warehouse.
Exceptions:
- Custom orders (POD) cannot be canceled after payment.
- Preorder inventory items cannot be canceled due to their exclusivity.
- Photography or video service orders cannot be canceled after payment.
For further inquiries, please contact our support team.
Important Interpretation
1. Deadline for Dispute Submission
- Disputes cannot be opened once an order is marked as closed.
- If tracking information from the shipping provider is untraceable, we will not be able to process your dispute.
2. Force Majeure
We are not responsible for product damage or shipping delays caused by uncontrollable events, including but not limited to:
- Natural disasters (earthquakes, floods, storms, heavy snow, etc.).
- Epidemics or pandemics.
- Labor strikes, international conflicts, or government restrictions.
- Customs inspections or delays.
- In such cases, we will notify you via email or live chat.
- We are not responsible for product damage or shipping delays caused by uncontrollable events, including but not limited to:
- Natural disasters (earthquakes, floods, storms, heavy snow, etc.).
- Epidemics or pandemics.
- Labor strikes, international conflicts, or government restrictions.
- Customs inspections or delays.
- In such cases, we will notify you via email.
3. Shipping Method Limitations
- Certain shipping methods may have limited tracking updates in some U.S. states or remote locations.
- If you choose an untrackable shipping method, disputes related to tracking issues will not be accepted.
- Additional charges may apply for deliveries to remote addresses.
4. Restricted Destinations
- Returns are only accepted at our designated warehouse. However, we do not recommend returns due to high shipping costs and long transit times.
- Returns must be initiated within 30 days of receiving the product.
5. Service-Based Products
The following policies apply to service-related products:
a. Disputes related to shipping delays or product damage may not be eligible for refunds.
b. Quality-related disputes will not be accepted if the supplier is not part of our network.
c. For service-based products that do not go through our quality inspection, disputes may not be considered.
6. Unacceptable Disputes
The following types of disputes will not be accepted:
a. The buyer changes their mind or dislikes the product.
b. The product differs slightly from the description but does not affect functionality.
c. Unusual product scent complaints.
d. The buyer ordered the wrong item or SKU.
e. Incorrect shipping address provided by the buyer.
f. Product variations that were previously agreed upon.
g. Deleted tracking information by shipping providers.
h. Packages returned, discarded, or delayed due to customs-related issues or the recipient’s failure to provide necessary details.
