Return, Refund and Cancellation Policy

We want you to feel confident when shopping with us. Please read the following return, refund, and cancellation terms before placing your order.

1. Order Cancellation

You may request to cancel your order within 12 hours after placing it, provided that the order has not been processed or shipped.

To request a cancellation, please contact us at [Customer Service Email] and include your order number.

Before Shipment

If the order has not been processed or shipped, we will cancel it and issue a full refund to the original payment method.

Cancellation requests submitted more than 12 hours after purchase cannot be guaranteed because the order may already have entered fulfillment or been transferred to the shipping carrier.

After Shipment

Once an order has been shipped and tracking information has been issued, it can no longer be canceled.

If you no longer want the product, you may request a return after receiving the package in accordance with the return conditions below.

Shipping Delays

If we are unable to ship your order within the time stated in our Shipping Policy, we will notify you and provide a revised shipping date.

You may choose to accept the delay or cancel the unshipped order for a full refund.

2. Order Changes

Please contact us within 12 hours if you need to change:

• The shipping address

• The recipient’s name

• The product model, color, or quantity

Changes cannot be guaranteed after an order has entered processing or has been shipped.

Customers are responsible for checking that all shipping information is complete and accurate before submitting an order.

3. Return Period

You may request a return within 30 calendar days from the date your order is marked as delivered.

Return requests submitted after the 30-day return period may not be accepted unless the product is covered by a separate written warranty.

Contacting us does not automatically approve a return. You must receive return authorization and return instructions before sending the product.

4. Return Eligibility

To qualify for a return, the product must:

• Be unused, unworn, and in resalable condition

• Have no scratches, stains, odors, damage, or signs of extended use

• Include the original packaging, accessories, cables, manuals, protective materials, and promotional items

• Include the order number or other proof of purchase

• Be returned using the address and instructions provided by our customer service team

Customers may carefully inspect or try on the product, but products showing signs of use beyond reasonable inspection may not qualify for a full refund.

5. How to Request a Return

Before returning a product, please email [Customer Service Email] with:

• Your order number

• The reason for the return

• Photos or video showing the product’s current condition

• Photos of the packaging and shipping label when the item is damaged, defective, or incorrect

If the return is approved, we will provide:

• A return authorization

• The correct return address

• Packaging and shipping instructions

The return address may be located in China. Please do not send a product to the address shown on the original package or to any address published on our website unless our customer service team specifically instructs you to do so.

Unauthorized returns may be rejected or may experience significant processing delays.

6. Return Shipping Costs

Change-of-Mind Returns

For returns caused by personal preference, ordering the wrong item, size or color selection, or no longer wanting the product:

• The customer is responsible for return shipping costs.

• The original shipping charge is non-refundable.

• Customs fees, import charges, and other return-related costs are non-refundable.

• We recommend using a trackable shipping service.

Because our returns may be processed in China, international return shipping can be expensive. Please confirm the estimated return cost with your carrier before sending the package.

Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as possible and within the 30-day return period.

After reviewing the evidence, we may:

• Send a replacement;

• Provide a full or partial refund; or

• Provide return instructions and cover reasonable, pre-approved return shipping costs.

Please do not purchase international return shipping without our written approval. Unapproved shipping charges may not be reimbursed.

7. Non-Returnable Items

Returns may be refused for:

• Products returned after the 30-day return period

• Products showing clear signs of use, wear, accidental damage, misuse, or improper storage

• Products damaged because instructions were not followed

• Products missing original parts, accessories, packaging, or promotional items

• Personalized or customized products

• Gift cards

• Products clearly marked “Final Sale” before purchase

• Unauthorized returns sent to an unapproved address

These exclusions do not apply when the product arrived damaged, defective, incorrect, or where applicable law requires another solution.

8. Return Package Responsibility

For voluntary or change-of-mind returns, the customer is responsible for the package until it is delivered to the approved return address.

We recommend:

• Using a trackable shipping method

• Keeping the shipping receipt

• Keeping the tracking number

• Packaging the product securely

We cannot process a refund for a voluntary return that is lost in transit or delivered to the wrong address.

9. Inspection and Refunds

After the returned product is delivered, please allow up to 5 business days for inspection.

If the return is approved, the refund will be issued to the original payment method. We do not replace cash or card refunds with store credit unless the customer specifically agrees.

Your bank, card issuer, or payment provider may require an additional 5–10 business days to display the refund.

Shipping fees are non-refundable for voluntary returns. If the return is caused by our error or a verified product defect, approved shipping charges will also be refunded.

10. Partial Refunds

A partial refund may be issued if the returned product:

• Shows signs of use or damage not caused by us

• Is missing packaging, accessories, manuals, or parts

• Requires cleaning, repair, or repackaging

• Is returned in a condition different from when it was delivered

Any deduction will be based on the product’s actual loss in value and will be explained to the customer.

We do not charge a standard restocking fee for eligible products returned in their original condition.

11. Exchanges

Because orders are shipped internationally, we generally do not offer direct exchanges for change-of-mind returns.

Customers may return an eligible product for a refund and place a new order.

If we shipped the wrong item or the product arrived defective, we may provide a replacement without requiring a new purchase.

12. Incorrect Address, Refused Delivery, or Failed Delivery

Customers are responsible for providing a complete and accurate delivery address.

If a package is returned because of:

• An incorrect or incomplete address

• Refusal by the recipient

• Failure to collect the package

• Repeated unsuccessful delivery attempts

We may issue a refund after the package is returned and inspected. Actual original shipping and return shipping costs may be deducted from the refund unless the failed delivery was caused by our error.

If the customer requests reshipment, additional shipping charges may apply.

13. Packages Marked as Delivered

If tracking shows “Delivered” but you cannot locate the package, please:

1. Check the delivery area, mailbox, front desk, and nearby safe locations.

2. Ask household members, neighbors, or building management.

3. Contact the shipping carrier.

4. Contact us within 48 hours so we can assist with an investigation.

We will review the carrier’s tracking information and investigation results before determining the appropriate solution.

14. Contact Us

For cancellations, returns, or refund questions, please contact:

Company: Chen Wei e-commerce LLC
Email: [Customer Service Email]
Customer Service Hours: Monday–Sunday, 9:00 AM–6:00 PM (UTC+8)

Please include your order number in all inquiries.