Return & Refund Policy
Frequently Asked Questions related to your orders.
A. Received Items
- Not what you ordered.
- More than 50% different from the description or sample in the advertisement image;
- Damaged due to the fault of our factory or the carrier.
If an order arrives with a missing item, we will gladly ship out the missing piece. Please note that detailed photos (i.e. shipping label & packing slip) are required for quality control purposes.
We handle all complaints from the customers within 30 days of receiving the order. If you received items from one order in several parcels, the 30-days return period begins on the day you received the last parcel.
In case your order arrives defective or different from what you ordered, please do not remove any tag; keep the shipping label and the packing slip.
Please contact our Customer Support (email@example.com) to start the complaint process. Please include the following information:
- Order number;
- Specific reasons for complaint;
- Video or photo of the defective product (if applicable).
If you cannot find the answer to your question here, we recommend you to contact customer service via firstname.lastname@example.org
Monday - Friday: 9am to 6pm (normally respond within 24-48 hours excluding National Public Holidays)
B. Return & Refund Method
All of the complaints will be handled without asking for a return.
Once the compromise agreement is reached, we will issue a refund to your original payment method. Please allow 3 -5 business days for the refund to be processed.