01Why No Returns?
International shipping involves multiple cost layers that cannot be recovered once a parcel has been dispatched:
- International freight — shipping fees are non-recoverable once the parcel leaves China.
- Customs duties and taxes — import fees are charged by the destination country and are non-refundable.
- Return shipping — sending products back to China costs more than the original shipment.
- Customs re-import — returning goods to China triggers additional customs procedures and fees.
For these reasons, the cost of returning goods far exceeds the value of the products themselves. We believe this is unfair to both parties, which is why we resolve issues through refunds or re-shipments instead.
02When Can You Get a Refund or Re-shipment?
Eligible for Refund / Re-shipment
- Parcel lost in transit, confirmed by the carrier.
- Product significantly different from the order, such as the wrong item or specifications.
- Product damaged during shipping, with photo evidence.
- Missing items or a quantity shortfall, with packing video evidence.
- A quality issue missed during QC, if QC service was ordered.
Not Eligible
- The buyer changed their mind after ordering.
- The product does not match the buyer's expectations but does match the supplier listing.
- Customs seizure due to prohibited items, unless Order Compensation was purchased.
- Damage caused by the buyer after delivery.
- A return request without photo or video evidence.
03Resolution Options
| Scenario | Resolution | Timeline |
|---|---|---|
| Parcel lost in transit | Full refund or re-ship at no extra cost | 7–14 business days after carrier confirmation |
| Wrong item received | Re-ship the correct item and refund return shipping, if applicable | 3–5 business days after verification |
| Product damaged in transit | Partial or full refund based on damage assessment, or re-ship | 5–7 business days after photo evidence |
| Quality issue missed during QC | Refund the product cost and re-ship if available | 5–10 business days after verification |
| Quantity shortfall | Refund missing items or re-ship the missing quantity | 3–5 business days after verification |
04How to File a Claim
- Contact us within 48 hours of delivery via your dedicated WhatsApp service group.
- Provide photos of the product, packaging, and any damage, plus an unboxing video if available.
- Our team reviews the claim within 3 business days.
- The refund amount or re-shipment details are agreed via WhatsApp.
- The refund is processed through the original payment method within 5–10 business days, or the replacement is dispatched.
Order Compensation provides additional coverage for lost, damaged, or delayed shipments.
If you purchased Order Compensation, your claim will be processed under the compensation terms.
View Order Compensation details05Refund Method
Refunds are issued to the original payment method. Processing times vary by payment provider:
- Wise / Bank Transfer: 3–5 business days.
- PayPal: 5–10 business days.
- Credit/Debit Card: 5–15 business days, depending on the issuing bank.
06Questions?
If you have questions about this policy or need to file a claim, reach out through your WhatsApp service group or contact us directly.