Return and exchange policy

Customers can apply for a return or exchange if they meet the following conditions:

- Application period: Within 7 days of receiving the goods

- Product condition: Unused, undamaged, unscratched, and in brand new condition

- Intact packaging: The original packaging, stickers, seals, accessories, and gifts must be retained.

- Complete documentation: A valid order number, receipt/invoice, and delivery record are required. Returns and exchanges will not be accepted without a reason if the item has been returned after 7 days, has been used, has been damaged or lost, or has been damaged by the customer.

Returnable/Exchangeable Items

- Product Defects/Faults: Brand new products with quality issues, malfunctions, or missing parts.

- Shipping Errors: Specifications, models, colors, or quantities do not match the order.

- Shipping Damage: Damage caused during delivery, including breakage, impact damage, or crushing (must be reported on the day of receipt or within 24 hours).

- Customer-Reasoned Return/Exchange: Goods in perfect condition, with intact packaging, and unused, can be returned within 7 days (shipping costs borne by the customer).

Return and Exchange Costs and Shipping Responsibilities

Company Responsibility (Defects, Wrong Items, Damage During Shipping)

- The customer is responsible for all shipping and handling fees incurred for returns/exchanges.

- If the original order was eligible for free shipping, and the returned order does not meet the free shipping threshold, the original free shipping fee will be deducted.

Refund Mechanism and Timeframe

- Refund Review: After receiving and verifying the goods, our company will process the refund within 3-5 business days.

- Refund Method: Refund to the original payment method (credit card, FPS, PayMe, bank transfer, platform wallet)

- Arrival Time: Depending on the bank and platform's procedures, generally 3-7 business days

- For cash transactions at physical stores, refunds will be issued in cash or via bank transfer.

Handling Rules for Damaged Goods/Missing Parts

- If customers find damage or missing parts upon receiving the goods, they must provide photographic/video evidence within 24 hours.

- Failure to report within the time limit, or inability to determine responsibility for the damage, will be considered normal delivery and will not be covered by free after-sales service.

- Returned goods found to be damaged by human error, unauthorized modification, water damage, or dropped will not be accepted for return or exchange; repair quotes will be provided.

Explanation of Force Majeure and Delivery Anomalies

Delays caused by force majeure events such as natural disasters, severe weather, government bans, pandemic control measures, and logistics disruptions are not considered a breach of contract by the company, and customers may not force a return of goods on this basis; however, if the goods are ultimately lost or cannot be delivered, a full refund will be issued.

Policy Revision and Effectiveness

We reserve the right to revise and update these terms at any time. The latest version will take effect immediately upon announcement on our official website, social media platforms, and in-store locations. All orders are subject to the latest return and exchange policy.