1. Return Eligibility
We accept returns within 14 days of the delivery date. To be eligible for a return, items must be unused, in their original packaging, and in the same condition that you received them. Proof of purchase is required.
2. Return Process
To initiate a return, please contact our customer service team at [email protected] with your order number and reason for the return. Our team will provide you with a return authorization number and detailed instructions on how to proceed with the return.
3. Video Recording Requirement
To ensure a smooth return process and protect against potential issues, we require that you record a video of the package as you open it. The video should clearly show the unopened package, the unboxing process, and the condition of the item(s) received. This video will be used to verify the condition of the item(s) and to process any damage claims.
4. Return Reasons and Conditions
- Damaged by Logistics: If you receive a damaged item, contact our customer service team immediately with your order number, a description of the damage, and the required unboxing video. Provide clear photos of the damaged item and packaging. Our team will assess the situation and provide instructions on how to proceed with a return or replacement. We will cover the return shipping costs for items damaged by logistics.
- Does Not Match Agreed Specification: If the item received does not match the agreed specification, contact our customer service team immediately with your order number, details of the discrepancy, and the required unboxing video. We will provide instructions on how to return the item. We will cover the return shipping costs for items not matching the agreed specifications.
5. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain amount of days.
6. Exchanges
If you need to exchange an item, please follow the same process as for returns. We will send you the replacement item once we have received and inspected the original item.
7. Non-Returnable Items
Certain items are non-returnable, including perishable goods, custom products, and personal care items. Please contact our customer service team if you have questions about a specific item.
8. Shipping
Customers are responsible for return shipping costs unless the return is due to a defect, or error on our part, or the reasons outlined above where we cover the costs. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
9. Contact Information
For any questions or concerns regarding returns, please contact our customer service team at [email protected]