Refund Policy
On our B2C website, the health and safety of our customers is our top priority. As our products fall into the special category of personal use, we have adopted a strict return policy to ensure that all customers’ products are new, unused or handled. Below is a detailed description of our return policy, which we hope will provide you with clear guidance and make you feel at ease when shopping.
No returns accepted
Due to the special nature of the products and hygiene and safety considerations, we do not accept returns. Once the goods are shipped from our warehouse, we cannot ensure that they have not been used or contaminated, so in order to ensure that other customers can receive safe and hygienic products, we do not accept any form of return application. This policy applies to all items purchased on our website, regardless of whether the goods have been opened or used.
Free cancellation of orders
Although we do not accept returns, we provide a free cancellation service for orders. If you change your mind or decide to cancel your order before it is shipped, you can contact our customer service team at any time to request a cancellation. Our customer service team will process your cancellation request as soon as possible and refund you immediately after the order is cancelled. Refunds will be made to your original payment method and processing time is usually 3-5 business days, but may vary depending on the payment provider.
Damaged or defective items
Although we conduct strict quality checks on all items shipped, accidents may occasionally occur during transportation and cause items to arrive damaged or defective. If the item you received is damaged or has quality problems, please contact our customer service team within 7 days of receiving the package. We will provide two solutions depending on your specific situation:
- Resend the item: If you wish to continue to use the product, we will resend it to you free of charge to ensure that you receive a new item in good condition.
- Full refund: If you do not want to resend, we will provide you with a full refund, which will be returned to your original payment account. Processing time is usually 3-5 business days.
Processing process
If you find that the item is damaged or defective after receiving it, please follow the steps below:
- Contact our customer service team with your order number, photos of the damaged item, and a detailed description of the damage. Our customer service team will respond to your request within 24 hours and provide you with further guidance.
- Follow the guidance of the customer service team and choose the solution you want (re-shipping or full refund).
- We will handle the relevant matters for you immediately after confirmation to ensure that your problem can be resolved quickly.