Before you place an order please check this after-sales policy carefully. If you place an order that means you agree to this policy.

Time Limit

After-sales service is available after the order is paid for and before the order is closed.

If there are any after-sales issues, the processing time will be extended.

How to apply for after-sales support?

You can click the "After-sales" button on the Order Details page to apply for after-sales. Explain your reason, upload corresponding pictures, then submit the application. Our Support team will approve your application within 48 hours, after which a solution will be discussed with you according to your situation. The solution given by Support shall be the final solution.

We will offer a faster processing and will appreciate it a lot if you can provide:

  • Photos or videos of the damaged item to prove damage.
  • The products need to be returned to our warehouse if our After-sales Team asks for a return.

Except the important interpretation, we will make Refund, Resend, or Accept the Return for any of the following cases:

1. Orders Delayed.

Orders are lack of tracking information, in transit, pending, expired after 60 days counting from the date that order departed from our warehouse. Following countries and shipping methods may be different:

  • For orders shipped to the USA, it is after 38 days counting from the date that order departed from our warehouse.
  • For Brazil, it is after 110 days counting from the date that order departed from our warehouse due the strict customs clearance at Brazil.
  • For some special shipping methods, we cannot deal with your after-sales issues. (See the following important interpretation)

Notes:

Sometimes, the order had arrived at the nearest post office to you and make it pending because of insufficient address, package unclaimed, no such number etc. It will be much more convenient for you to contact local post office or go to the post office for delivery.

2. Order not received.

We will not deal with the refund or resend if the tracking information shows the order is delivered.

  • If you do not receive the package, a non-delivery certification issued by the local post office with official seal is necessary.
  • Tracking Information Alert. The tracking information shows Alert, the reasons listed as below:
    • Incorrect/insufficient Address.
    • No Such Number.
    • Recipient unknown.
    • Refused.
    • Do not pick up in time.
    • No safe delivery location.
    • Uncleared customs.
    • Others.

Notes:

  • The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, you need to pick up the package by yourself. Otherwise, the product will be returned to the sender, our logistics company.
  • We cannot offer refund or resend if you don’t process the undelivered order or package destroyed by logistic company.
  • If orders that have not been signed for are not handled in time, or have been destroyed by the shipping company, We can not refund or resend the item.

3. Products Damaged.

We provides full refund or replacement if packages arrived are badly damaged.

We provides partial refund/replacement if packages arrived are partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:

  • For fragile products, refund is highly recommended.
  • For damaged packing box, We cannot offer any refunds or other after-sale services due to the long-distant international delivery.
  • For ordinary products, you shall apply for after-sales service within 7 days after package delivered.
  • For electronic products, you shall apply for after-sales service within 10 days after package delivered.

4. Incorrect or Missing Products.

We have strict quality control process before products dispatched. We will deal with incorrect or missing products as follows:

  • For incorrect products, we offers a full refund or replacement.
  • For products with wrong color, size which doesn’t affect product function, etc., we offers partial refund.
  • For parts missing which doesn’t affect product function, we may refund partial or resend the missing part; for parts missing which affect product function, we resend the product only.
  • For accessories, we will resend the accessories.

Notes:

For size problem, we will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our After-sales team will deal with it quickly.

Important Interpretation

1. Deadline of Opening After-sales.

You cannot open After-sales if order status is closed. Impossibly, we deal with your After-sales as all tracking information have been cleared.

Notes:

After-sales will be closed automatically if the order has been closed and you have not responded for seven consecutive days.

2. Force Majeure.

We takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, we will notify you by Chat, Email, etc.

Shipping Method Limits.

Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. We list those shipping methods in advance and will not accept any disputes when you choose those shipping methods for some countries, including:

PostNL, Turkey Post, Swiss Post, Electric PostNL to USA, UK, Canada, Australia, South Africa, the overseas territories and overseas island areas

Notes:

For DHL, CJPacket Fast Line, CJPacket JL Express, CJPacket Thailand, remote address will be charged additional cost.

3. Destination limits.

Due to limited international transportation, we will not accept any after-sales when the orders are shipped to following countries:

Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, French Guiana.

4. Return.

Products can be returned to our China warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive our China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.

  • Please returned products within 10 days after received products.

5. Unacceptable After-sales

We shall not accept any unreasonable after-sales, including but not limited to:

  • The buyer does not like it.
  • The product description is not real.
  • Products smell unusual.
  • The buyer ordered the wrong items or SKU.
  • The shipping address provided incorrectly.
  • Product difference negotiated in advance.
  • Tracking information deleted by logistic companies.

We always try to offer the best service. If you have any other questions, please feel free to contact us.