Return & Refund Policy
Returns and refund
We have got you covered by providing a conditional 30-day return and refund option for all our products. If you need to request a return within 30 days upon receipt of your order, please contact us via store chat or email and let us know your return reasons with photos as reference, our customer service will take care of your request and issue return shipping label within 24 hours. Refund will be issued to your original payment account, less a subsidized return shipping fee, within 2 business days upon receipt of returned items in our warehouse. Your initial shipping will not be refunded as the delivery was serviced. Taxes charged are refunded in accordance with state and local laws. To protect items from damage during return, please kindly pack them in original packaging or your own equivalent packaging before returning.
There are four common reasons for a return, please find below standard practice for each situation:
Damaged item-If it appears to you that the item is damaged due to insufficient care during transit, such as broken/crushed/wet/unsealed shipping box and shattered/smashed products, please take photos of 1)the shipping box, 2) all shipping labels, 3)image of the whole item including the damaged part. Contact our customer service for a refund with reason code “damaged during transit” and attach all photos taken, we will then assess the level of damage and possibility of a fix depend on your photos and decide if a return is applicable for refund, return shipping cost and label will be provided.
Defective item- If the package is intact but the item appears shattered/cracked/chipped or not functioning as expected, please take a photo of the entire item including the defective part and a close-up shot of the defect. A short video to point out the defect is not required but very much appreciated. Contact our customer service for a refund with reason code “defective item” and attach all photos or video taken, we will then assess the defective level and possibility of a fix depend on the available information and decide if a return is applicable for refund, return shipping cost and label will be provided.
Wrong item- For wrong items delivered, contact our customer service and provide an image of the incorrectly received item with the shipping label. If available, include images of the product label with item number. We will arrange the return shipping of wrong item and delivery of the correct item at our own cost.
Missing item- For missing item, contact our customer service and provide images of empty product packaging, images of all items received including each of their product stickers. Sometimes, missing items show up in a later separate delivery, our customer service will work with carrier to locate these missing items. Refund for the missing item will be issued upon confirmation that the missing items are no longer needed.
Change of mind and Order cancellation
If you accidentally made an order you did not want, you could cancel it within 1 hour after placing the order simply by clicking the “cancel” button on the order status page. If you would like to cancel an order after an hour has passed, contact our customer service to help. You are not charged for a successful cancellation before any ordered item is shipped. If you change mind about your purchase after your order is shipped, please inform our customer service and we will issue an exchange credit equivalent to the value of your unwanted item, less any applicable shipping charge.