Refund policy

 

Return & Exchange Policy

We are committed to providing you with a high-quality shopping experience. If you are not completely satisfied with your purchase, you may request a return or exchange within the specified timeframe according to the following policy.

1. Return Policy

1.1 Return Timeframe

  • You have 30 days after receiving your item to request a return.
  • If the merchandise is being shipped to an EU country, you have the right to cancel or return your order within 14 days, for any reason and without justification.

1.2 Return Conditions

  • To be eligible, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging.
  • You’ll also need the receipt or proof of purchase.

1.3 Return Process

  • Request Initiation: To start a return, please contact our customer service via the live chat tool on our website.
  • Return Address: Once your return is accepted, please send the item to the following address (please use a trackable shipping service):
    10th Floor, Room 1006, Block A, Xinbaoyi Industrial & Trade Building, Houtai Community, Shajing Street, Bao'an District, Shenzhen, Guangdong, 518000 China
  • Return Label: If your return is accepted, we will provide you with a return shipping label (where applicable) and instructions on how and where to send your package. Items sent back without prior authorization will not be accepted.

1.4 Return Costs

  • Non-defective items: You are responsible for the return shipping costs. A 10% handling fee will be deducted from your refund to cover order processing and packaging.
  • Defective / Incorrect items: If the return is due to a quality issue or our error, we will cover the return shipping costs and the handling fee.

2. Exchange Policy

2.1 Exchange Conditions

  • The fastest way to ensure you get what you want is to return the item you have (following the return process above). Once the return is accepted, make a separate purchase for the new item.
  • Alternatively, if you wish to exchange directly, the item must meet the same conditions: unused, undamaged, in its original packaging with tags, and proof of purchase is required.

2.2 Exchange Process (Direct Exchange)

  • Request: Contact our customer service via live chat to submit an exchange request.
  • Return the Original Item: Send the original item back to the designated address mentioned in section 1.3.
  • Reshipment: Once we receive and inspect the returned item, we will ship the replacement product to you.

2.3 Exchange Costs

  • Non-defective items: You are responsible for the return shipping costs of the original item. A 10% handling fee may apply. Shipping costs for the new item will also apply.
  • Defective / Incorrect items: If the exchange is due to a quality issue or our error, we will cover all relevant return and reshipping costs.

3. Special Cases

3.1 Damaged, Defective, or Incorrect Items

  • Report Immediately: Please inspect your order upon reception. If you receive a damaged, defective, or the wrong item, contact our customer service via live chat immediately so we can evaluate the issue and make it right.
  • Solution: We will assess the issue and provide a solution, which may include an exchange or a full refund, including any return shipping costs.

3.2 Non-Returnable Items

The following items cannot be returned or exchanged:

  • Perishable goods (e.g., food, flowers, or plants).
  • Custom products (e.g., special orders or personalized items).
  • Personal care goods (e.g., beauty products).
  • Hazardous materials, flammable liquids, or gases.
  • Sale items and gift cards.

4. Refund Policy

4.1 Refund Process

  • Inspection: We will notify you once we’ve received and inspected your return.
  • Approval: We will let you know if the refund was approved or not. If approved, the refund will be automatically processed.
  • Method: Refunds are issued to your original payment method.

4.2 Refund Timeframe

  • Processing: Once approved, refunds are typically processed within 10 business days.
  • Bank Processing: Please remember it can take additional time for your bank or credit card company to process and post the refund to your account.
  • Delayed Refunds: If more than 15 business days have passed since your refund was approved, please contact us.

5. Contact Us

If you have any questions about our return or exchange policy, please contact us. We're here to help!

  • Live Chat: Visit our website and use the live chat tool for immediate assistance.
  • Email: koscheal07ml@outlook.com (We aim to respond within 24 hours on business days).

6. Policy Summary

✅ 30-day return period (14 days for EU customers).
✅ Item condition: Must be unused, undamaged, and in its original packaging with tags.
✅ Return costs: Buyer covers return shipping + 10% handling fee for non-defective items; we cover all costs for quality issues.
✅ Exchange policy: Supported under the same conditions and fees as returns.
✅ Refund method & time: Refunds to original payment method within 10 business days of approval.