Refund and Return Strategies

I. Refund Strategy

(A) Refund conditions

  1. Damaged or Defective Goods
  • If the goods received by the customer have obvious physical damage, such as broken or cracked (for physical goods), or have functional defects, such as electronic products that cannot be switched on or used normally, the customer has the right to request a full refund.
  • Customers need to prove the problem of the goods by providing clear photo or video evidence (for goods with damage) within 7 working days after receiving the goods, and we will process the refund within 7 working days after verification.
  1. Merchandise does not match the description
  • Customers can apply for a refund when the actual specifications, features, colours, materials and other key attributes of the goods are significantly different from the product description on the website.
  • Customers should contact our customer service within 7 working days after discovering the discrepancy. We will ask customers to provide relevant evidence of comparison (e.g., screenshots of the product photos and the product description on the website) and initiate the refund process within 7 working days after verification.
  1. Misdirected goods
  • If the goods we send to the customer are completely different from the goods in the customer’s order, the customer has the right to request a refund.
  • The customer is required to notify us within 7 working days of receipt of the item and we will arrange for a free item recall (if required) and refund within 7 working days of confirming that the item is recalled or not required to be recalled.

(ii) Refund Methods

  1. Refund of original method of payment
  • If the customer paid by credit card, we will refund the refund to the customer’s credit card account. After the refund is processed, the customer may see the refund arrive within a number of business days, depending on the rules of different banks.
  • For customers who used a third party payment platform such as PayPal, the refund will be returned to their PayPal account, usually within a few working days.
  • In the case of payments made via bank transfer, we will refund the original transfer route and the refund time may be affected by the bank’s processing flow, usually within a number of business days.
  1. Partial refund situation
  • If the item is only partially faulty, e.g. an individual item in a group is damaged, we will make a partial refund based on the value or proportion of the damaged item. The calculation of the amount of the partial refund will be clearly communicated to the customer, and the refund will be made in accordance with the original method of payment as described above after the customer has given his/her consent.

(iii) Refund processing time

  1. Initial review time
  • We will conduct a preliminary review within 7 business days of receiving the customer’s refund request. During this period we will check the evidence provided by the customer, verify the order information, etc.
  1. Time for final refund
  • Once the preliminary review is approved, we will complete the refund operation within 7 working days for undisputed refund applications. If there are circumstances that require further investigation, such as verifying the status of the item with the supplier, etc., we will notify the customer in a timely manner and give the final refund result within a maximum of 7 working days.

II. Return Policy

(I) Conditions for refund

  1. Circumstances eligible for refund
  • As mentioned earlier, customers can choose to return the goods when they are damaged, do not match the description, wrongly shipped goods and other situations that meet the refund conditions.
  1. Customer’s own reasons (within certain limits)
  • If a customer wants to return an item due to his/her own reasons (e.g. don’t want it anymore, wrong size, etc.), we will give different treatments depending on the category of the item and the time of return.
  • For clothing, footwear and other items that are susceptible to sizing, we can accept returns if the customer requests a return within 7 natural days of receiving the item and the item remains unused, with the label intact, and the packaging intact.
  • For other general merchandise, we may also consider accepting returns if the customer requests a return within 7 natural days of receiving the merchandise and the merchandise is in a condition that meets the criteria for secondary sales (no damage, stains, etc.).

(ii) Return process

  1. Contact Customer Service
  • The customer first needs to contact us through the customer service contact information provided on our website (such as online customer service, customer service email or customer service phone), explaining the reason for returning the goods and providing relevant information such as the order number.
  1. Get Return Authorisation
  • Our customer service will review the customer’s return request within 7 business days of receiving the request. If the review is approved, customer service will provide the customer with a Return Merchandise Authorisation (RMA) code.
  1. Packaging and Shipping
  • The Customer is required to package the merchandise in accordance with our requirements to ensure that the merchandise will not be damaged during shipping.
  • The customer should send the merchandise back to the return address specified by us using traceable logistics and indicate the Return Merchandise Authorisation Code (RMA) in the parcel.
  • The customer is responsible for the return logistics costs (except in the case of returns due to damage to the merchandise, inconsistency with the description, wrongly shipped merchandise, and other cases that are our responsibility, in which case we will bear the return logistics costs).

(C) Post-return processing

  1. Merchandise inspection
  • We will inspect the merchandise within 7 business days of receiving the return. If the merchandise is eligible for return, we will process the refund according to the refund policy.
  • If the merchandise does not meet the return conditions, for example, the merchandise shows signs of use, the damage was caused after the customer’s use (in the case not due to the defect of the merchandise itself), we will notify the customer and no refund will be processed, and we will decide whether or not to send the merchandise back to the customer (with the customer bearing the relevant costs) according to the actual situation.
  1. Inventory Updates and Records

After confirming that the returned item meets the requirements and completing the refund, we will update the inventory quantity to ensure that the inventory information on the website accurately reflects the actual situation. At the same time, we will record information related to the return, such as the reason for the return, customer information, etc., in order to conduct data analysis and improve our products and services.

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