Return Policy

Cancellation Policy:

• You can cancel your order for free within 7 days of placing it on our website.
• Upon placing an order and making a payment, your money will be temporarily held for 7 days without any real charge.
• You will receive an automatic order confirmation email instantly and another confirmation email from our sales team within 24 hours to double-check order details.
• Within the 7-day holding period, you need to respond via email:
  • If you confirm to proceed, we will charge the amount and process the order based on your confirmation.
  • If you request revisions, we will help you revise by either canceling and re-ordering or adjusting the invoice.
  • If you request cancellation, we will release the hold on your payment, and no charges will be applied.
• If no response is received within 7 days, the order will be processed by default based on the initial details.
• After the 7-day holding period, if you request a cancellation, acceptance depends on the order status:
  • For customized orders not yet dispatched, 70% of the order amount will be charged.
  • For non-customized orders not yet dispatched, 30% of the order amount will be charged as a restocking fee.
  • If the order has been dispatched, we will attempt to retrieve it. If successful, customers pay for retrieval and initial shipping costs. If retrieval is unsuccessful, customers must return the parcel at their own cost, and a partial refund will be issued after deducting shipping and restocking fees.

Missing Items:

• We are responsible for any missing problems not caused by the customer, provided the correct shipping address is used. A new parcel will be dispatched once confirmed by the carrier.
• Compensation will be provided for serious delays due to missing parcels.
• If the missing issue is caused by the customer (e.g., incorrect address), the responsibility for delay and missing falls on the customer. We will assist in correcting mistakes, but customers may need to wait longer or re-order.

Return Policy:

• We accept returns for quality issues, ensuring 100% satisfaction through exchange, refund, or repair.
• Returns for customized orders are not accepted, especially for rare and expensive materials.
• Returns must be claimed within 7 days of reception and returned within 15 days once accepted.
• A 30% restocking fee applies unless otherwise stated. Special or customized items are non-returnable.
• Returned merchandise must be new, unused, and in its original packaging. We will not accept dirty, washed, or used products.
• Include your order/invoice number and a memo explaining the return reason.
• All refunds and exchanges are subject to quality control approval.

Return Shipping Costs:

• We cover return shipping costs for transportation damages or quality problems. Customers are responsible for return shipping costs for exchanges or unwanted items.
• We can arrange return shipping if cheaper than customer-arranged shipping, with costs deducted from the refund.
• Customers may choose their shipping method, but insured shipping is recommended.
• Damage during return shipping may result in a refused refund, with customers needing to claim compensation from their carrier.

Damaged Items:

• We ensure products are in perfect condition before dispatch, with strong packaging and a QC examination.
• For damages during transportation, follow these steps:
  • If there are obvious damages, ask the deliveryman to note it on the receipt, accept the parcel, and send a photo of the receipt to us.
  • Unpack and check the items ASAP. If damaged, send photos of the damage, the package, and the shipping label to us by email.
• We will file a claim with the carrier and either issue a full refund or send a new item based on your confirmation within 7 business days.
• If damages occur after reception during usage, contact us for replacement or repair under our "Forever Maintenance Policy."

Dispute Resolution:

• We strive to prevent disputes by double-checking details with customers. However, if a dispute arises, trust that we can solve it through mutual understanding and compromise.
• Our system is legally reviewed to protect customer rights.
• If customers do not cooperate in clarifying their needs, disputes may occur.