Refund Policies

✅ What Qualifies for a Refund, Resend, or Return

1. Order Delays

• United States: Orders may become eligible for a dispute after 45 days from the shipping departure date.
• Brazil: Orders may become eligible after 110 days due to customs and delivery delays.
• Other countries: Orders may become eligible after 100 days when certain shipping methods or delivery routes are used.

Orders may also be delayed because of pickup issues, customs inspections, unsuccessful delivery attempts, or an incorrect or incomplete address. Please contact your local post office or shipping carrier before submitting a dispute.

2. Orders Not Received

• If the tracking information shows that the order was successfully delivered, a refund or resend will generally not be provided.
• If you did not receive an order that is not marked as delivered, you may be required to provide a non-delivery certificate or written confirmation from your local post office or shipping carrier.

3. Damaged Products

• A full refund or replacement may be offered for products that arrive severely damaged and cannot be used.
• A partial refund may be offered for minor damage, such as small scratches or cosmetic imperfections that do not prevent the product from being used.
• Refunds are not normally provided for damage to external packaging caused by international transportation when the product itself remains undamaged.
• Claims involving electronic products must be submitted within 30 days of delivery.

4. Incorrect or Missing Products

• A full refund or replacement may be provided if you receive a completely incorrect product.
• A partial refund or resend may be offered when a non-critical accessory or part is missing.
• For disputes involving an incorrect product size, please provide clear photos showing the product together with visible measurements.

5. Order Cancellations

• A full refund may be provided when an order is canceled before it has entered processing or been shipped.
• Customized, personalized, made-to-order, and pre-order products cannot normally be canceled after payment and production have started.

📩 How to Submit a Dispute

To help us review and resolve your dispute, please provide all relevant evidence, including:

• Clear photos or videos showing damaged or incorrect products.
• Photos of the shipping label, packaging, and all items received in the package.
• Screenshots of relevant complaints or carrier communications showing the name, date, and complete message.
• Tracking information or written confirmation from the local post office when applicable.
• The returned product and valid return tracking information if a return is requested and approved.

⚠️ Important Notes and Exceptions

1. Dispute Deadlines

Unless a different deadline is stated in this policy, disputes must normally be submitted within 7 days of the delivery date or the applicable expected delivery deadline.

Claims involving electronic products must be submitted within 30 days of delivery.

2. Force Majeure

We are not responsible for delays, damage, or delivery interruptions caused by events outside our reasonable control, including:

• Natural disasters or extreme weather.
• Epidemics, pandemics, or public health restrictions.
• Customs inspections, customs clearance delays, or import restrictions.
• War, civil unrest, strikes, or government actions.
• Transportation interruptions or carrier network disruptions.

3. Shipping Method Restrictions

Disputes may not be accepted for shipping methods that do not provide reliable or complete tracking information.

Restricted shipping methods may include:

• PostNL
• Electric PostNL
• CJPacket EUB
• CJPacket Postal Route
• CJPacket Railway Economy

4. Delivery Location Restrictions

Disputes may not be accepted for destinations where reliable delivery, tracking, customs processing, or postal confirmation is unavailable.

This may include remote areas, regions with known delivery limitations, or destinations identified by the shipping provider as high risk.

5. Returns

• All returns must be approved by our customer service team in advance.
• Unauthorized returns will not be accepted or processed.
• Approved products must normally be returned within 30 days of receipt.
• Products must be returned to the warehouse address provided by our customer service team.
• Do not return a product to the address printed on the original package unless our team specifically instructs you to do so.
• The customer may be responsible for return shipping costs unless the product is confirmed to be damaged, defective, or incorrect.
• Returned products should be unused and include their original accessories and packaging whenever possible.

6. Service-Based Products

Services such as customized packaging, photography, product inspection, sourcing, design work, or other service-based work are non-refundable once the service has been completed.

Claims regarding service quality may be reviewed only when the service was inspected and confirmed to be materially different from the agreed requirements.

7. Unacceptable Disputes

Refunds, resends, replacements, or returns may not be provided for disputes involving:

• A change of mind after the order has been processed or shipped.
• A product looking slightly different from photos when there is no material defect or incorrect item.
• Minor color differences caused by lighting, photography, or screen display settings.
• Normal product odors caused by materials or packaging.
• Delays caused by customs, weather, or other force majeure events.
• An incorrect product, variation, color, or size selected by the customer.
• An incorrect, incomplete, or undeliverable address provided by the customer.
• Failure to collect a package from the local post office or delivery location.
• Tracking records that are unavailable because they were deleted, expired, or not preserved by the carrier.
• Import taxes, customs duties, or customs clearance requirements.
• A product being used, altered, washed, damaged, or disposed of before the dispute was reviewed.

📌 Additional Information

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