Refund policy

Terms and Conditions

The following terms and conditions apply to all orders placed on our website and govern adjustments, cancellations, and our replacement/refund policy.

1. Order Adjustments and Cancellations

We aim to process orders immediately to ensure timely delivery, which limits our ability to make changes once processing begins.

Changing Order Details (ASAP)

If you need to change your order, please contact us ASAP using the Contact Form.

Permitted Changes: You may request changes to the product variant and/or the shipping address.

Changes Affecting Price:

• If the change increases the order value, the additional payment is required immediately. If payment is not confirmed within 48 hours, we will process the order based on the original information.
• If the change decreases the order value, the pricing difference will not be refunded (this is due to the immediate allocation of resources and payment processing limitations).
• Promotional Eligibility: Cancelling individual products may result in your remaining order no longer being eligible for a promotional discount.

Order Cancellation

 

Package Protection (Optional Upsell)

If you purchased Package Protection at checkout:

• We will issue a single remake (replacement) if tracking shows "Delivered" but the item was not received.
• Claim Window: Requests must be submitted between 2 and 15 days after the carrier's delivery scan.
• Without Protection, we are not liable for packages marked "Delivered" by the carrier.

Insufficient Information Cancellation

If we detect inaccurate or insufficient information (e.g., an incorrect address) that prevents us from processing or delivering your order, we will notify you via your registered email.

• If we do not receive a timely response, we may be required to cancel the order.
• Any refund issued will be the remaining amount after deducting all incurred costs of processing and shipping the product(s), depending on the order's current state.

2. Replacement and Refund Policy

We offer replacements or refunds only under the following conditions:

Eligibility for Replacement or Refund

1. Delivery Failure: Your order is not successfully delivered within 45 to 60 business days from the order placement date (for Standard shipping).
2. Quality Issues: The order has an issue with inadequate quality. Claims for quality-related issues must be made within 7 business days of the delivery date indicated on the tracking information.

Required Proof for Claims (2.2)

To promptly resolve product issues, all claims must be accompanied by shipment tracking, proof of purchase, and complete and clear visual proof:

• Unboxing video of the package being opened.
• Photo(s) showing the quality issue and any damaged parts of the product.
• Photo(s) of the incorrect item received (if the color, design, or size is different from the order confirmation).
• Photo(s) of the size label and the entire item when measured with a ruler (if the size is inconsistent with the size chart).
• Photo(s) of the original shipping label on the package received.

Processing Timelines

Once we confirm via email that you qualify for a refund or replacement:

• Replacements: You should receive the tracking number for your replacement product(s) within 7-10 business days of confirmation.
• Refunds: Your refund will be processed within 7 business days of confirmation. Note: The final credit to your payment account is determined by your payment provider, usually taking an additional 3-5 business days.

3. General Disclaimer

Account Security and Verification (3.1)

We reserve the right to request any information or documentation related to your order. We may:

• Suspend or terminate your customer account if fraudulent activity is detected.
• Refuse support if you fail to provide complete or accurate information/documents in accordance with this policy.

Delivery and Shipping Liability (3.2)

We are not liable for any loss or shipment delivery failure caused by:

• The recipient's absence upon delivery.
• An incorrect or insufficient address provided by the customer.
• Package refusal by the recipient.
• Theft of goods after confirmed delivery.

User Error and Product Condition (3.3 & 3.4)

• We will not accept responsibility for any claim resulting from user error, such as selecting the wrong size, design, or color.
• Creases: Bulky or oversized products may be folded for packaging to meet carrier criteria, which may result in temporary creases. This is not considered a product flaw. To prevent wrinkles, spread the product flat for 3-5 days.