What's Your Guarantee Policy?
If the item you received is damaged, please contact us within 10-15 days of the order being received and provide the clear and valid proof (photos or video of the item and the SKU number). We will verify the case and negotiate compensation solutions with you according to the extent of damage, such as partial refund / re-sending a new product, etc.
What's the Missing/Wrong Items Guarantee Policy?
When you sign for the package, we highly recommend you to unpack and check the item(s). If there is an item missing, a wrong item or secondary packaging, please kindly contact us within 10-15 days after the date of receipt and provide the product information (SKU number / order number / product ID) and the related proof (eg: clear photos of the package, photos or video of received item and package weight).
If we confirm it as a non-customer problem (eg: missing items, wrong items, or product incompleteness caused by logistics), we will arrange reshipment of accessories/partial refund/a new replacement/return and replacement based on the specific case.
No Reason Returns Policy
To improve your shopping experience in our site, we have return and exchange worry-free policy for some products (giveaways are not included) after receipt (For example, customers don't like the product or order a wrong item).
Notes:
1). For non-quality issues(such as personal reason), customer will be responsible for paying the return shipping fees and any customs fees or duties incurred during the return process.
2). The returned product must be the same as the package sent, and the product is not damaged (the outer packaging is not opened, the product is not used, Windows is not activated, etc.), and does not affect the second sale.
3). Due to hygiene considerations, items such as underwear/swimsuits/earrings/hygiene products that are in direct contact with mouth/health & beauty hair products are not covered by this guarantee.
4). Customized items (such as, print customers' logo, customize size ) are not covered by this guarantee.
5). If you do not want to pay high import duties on the return package, please avoid selecting an express mail service like DHL, UPS, TNT, FedEx, and similar ones.
How can I send you a video of my faulty product?
We recommend that you follow the steps below:
Step1. Upload videos on YouTube or Google drive.
You can refer to the instructions shown in the YouTube or google drive Help Center to upload your video.
Note:
1) We advise you record the video in a bright area and show clearly the problem occurred with this product.
2) Please make sure the video is public so we can check it as soon.
Step2. Send our customer service a link in After-sale Ticket.
We will be glad to assist you as soon after receiving your query.
I don't know how to use this product. What can I do?
If you require any further information or assistance on how to use one of our products, please do not hesitate to contact us at any time.
My product arrived faulty/damaged. What can I do?
You will be covered by the 7 Days Guarantee.
You can take some photos or a short video showing the content of the package you received and send them to us through return/repair at Contact us or at your order list.
We will do our best to assist you shortly after receiving your query.
My products have stopped working. What can I do?
If one or more of your products have stopped working, we kindly suggest you could follow the steps below:
1) Try to test it(s) by following the manual
2) If the the manual could not fix your problem, taking some pictures or videos to Contact Us for more helps
Note:
1) Please kindly know that several types of products have a specific warranty period. It is recommended to contact us within the warranty period, we will be glad to assist you.
2) You can refer to Product Quality Guarantee Policy for more details.
1. One or more items are missing when I open the package. What can I do?
Below please find enlisted some of the most common reasons:
1). The order was split: check if your order has been split on the My Orders page of your account;
2). You ordered from different warehouses: if you have placed an order from different warehouses, you will receive the products separately;
3). We made a mistake: on rare occasions, an item may not have been placed in the right package;
4). The parcel was damaged or some items were removed: your package may have been opened or damaged during its delivery. It is also possible that one or more items have fallen out.
If the status of your order shows that it was not split, for fashion products such as shoes, cloth and bags etc., you could direct go to the live chat asking assistance. For other product, please do not hesitate to Contact Us.
