Return policy

1. General Return Eligibility

We accept return requests for most purchased goods within 30 calendar days after the date your order is delivered. The 30-day window starts counting the day you or your designated recipient takes physical possession of the package.
To qualify for a return due to change of mind, all returned goods must meet the below standards:
  • Completely unused, unmarked and free of scratches, stains or wear;
  • Kept in intact original packaging, including all attached labels, accessories, spare parts and protective wrappers;
  • Accompanied by valid proof of purchase, such as order confirmation or delivery receipt;
  • Free of signs of improper installation, modification or disassembly.
If returned goods fail our quality inspection due to damage, missing parts or impaired resale value, we reserve the right to reject the return request or deduct depreciation fees from your refund amount accordingly.

2. Non-Returnable Merchandise

The following categories of goods are not eligible for change-of-mind returns or exchanges, unless they arrive defective, damaged or mismatched against your order:
  • Customized, engraved or tailor-made goods produced per exclusive buyer requirements;
  • Clearance, final-sale and heavily discounted promotional goods marked as non-refundable at checkout;
  • Hygiene-sensitive products once packaging seals are opened;
  • Disposable consumables and single-use accessories;
  • Goods damaged by improper installation, user error, accidental impact or post-delivery misuse.

3. Step-by-Step Return Process

  1. Submit a return application via our official customer support channel before sending any goods back. Please provide your unique order number and a brief explanation of your return reason.
  2. Our support team will review your application within 2 working days and send you a Return Merchandise Authorization (RMA) reference number together with official return shipping guidelines. Do not ship items without obtaining an RMA number; unauthorised shipments will not be processed.
  3. Securely repack all goods with all original components and labels, and clearly mark the assigned RMA number on the outside of the shipping parcel.
  4. Send the package to the designated return address provided by our team. Retain your shipping receipt and tracking number for follow-up inquiries.
  5. Our warehouse team will inspect returned goods within 5 working days after receipt. We will send you an email notification to confirm whether your return has been approved.

4. Shipping Cost Allocation

  • For voluntary returns caused by personal preference, sizing mismatch or change of mind: Buyers bear all outbound return shipping fees. Original delivery charges paid at checkout are non-refundable.
  • For involuntary returns including factory defects, damaged goods upon arrival, incorrect item dispatch or missing accessories: We will fully cover all return shipping costs after inspection verification. We may provide pre-paid shipping labels for such cases at our discretion.

5. Refund & Exchange Rules

Refunds
Once your return passes inspection, full or partial refunds will be processed within 10 working days. Funds will be returned through the original payment channel you used at checkout. The exact arrival time of the refund depends on the processing speed of your bank or payment provider, which may take an additional 3–7 working days. We do not offer cash refunds for online orders.
If you paid with store credits or discount vouchers during purchase, the corresponding equivalent value will be restored to your account upon successful return approval.
Exchanges
Instead of refunds, you may request an exchange for another available product of equal value. If the new item has a higher price, you will need to cover the price difference. If the new item costs less, the balance will be issued as a store credit. Exchange shipping arrangements follow the same cost allocation rules outlined in Section 4. Exchanges are subject to stock availability of the requested replacement goods.

6. Damaged & Defective Goods

If goods arrive broken, flawed or non-functional, please contact customer support within 7 days of delivery. You must provide clear photos or videos showing the product defect, original packaging and shipping outer box for verification.

After confirmation, we offer three solutions for defective items: full refund, free replacement product, or partial compensation as store credit. We take full responsibility for all related return shipping fees for verified defective orders.

7. Special Notes

  • We do not accept returns for packages refused at delivery or returned without prior RMA confirmation. Any shipping loss or extra fees generated will be borne by the buyer.
  • All return requests expire after the 30-day eligibility window; late applications will be denied automatically.
  • This policy does not override statutory consumer protection rights applicable to your region. If local laws grant you extended return or refund entitlements, those legal provisions shall take precedence.
  • Our team reserves the right to update this return policy without prior notice. The version published at the time of your order placement shall govern your purchase transaction.

8. Support Contact

For all return, exchange or refund enquiries, please reach out to our customer service team through our official support channel during working hours. We will respond to all valid inquiries within 48 hours.