Our promise: every order is inspected and photographed before it ships. But if something goes wrong, this policy explains exactly what we’ll do about it.
Cancellation
You may cancel any order for a full refund before we purchase the item in China. Once an item is purchased on your behalf, a refund covers the product price minus any non-recoverable costs. Orders cannot be cancelled once dispatched.
Damaged, Defective or Wrong Items
If your item arrives damaged, defective, or is not what you ordered, contact us within [7] days of delivery with:
- Your order number
- Photos of the item and the packaging
We will offer you a free replacement or a full refund, including shipping. You may be asked to return the item; if so, we cover the return shipping cost.
Change of Mind
Because our orders are purchased individually on your behalf, we generally cannot accept returns for change of mind. If you’d like to return an item anyway, contact us within [7] days of delivery — we’ll confirm whether the item is eligible and quote the return shipping cost, which is paid by the buyer.
Refund Process and Timing
Approved refunds are issued to your original payment method within [3–5] business days of approval. Depending on your bank or card issuer, funds may take an additional [5–10] business days to appear on your statement.
Non-Refundable Situations
- Items damaged after delivery due to misuse
- Requests made more than [7] days after delivery
- Free gifts (they’re yours to keep in every case)
Lost Parcels
Parcels confirmed lost by the carrier are refunded in full or reshipped at your choice, at no cost to you. See our Shipping Policy for delivery timelines and lost-parcel investigations.
How to Request a Refund
Email us via the Contact page with your order number and photos. We reply within 24 hours and resolve every case individually — a real person handles every request. More questions? See our FAQ.