After-sales support
Return and Refund Policy
This policy explains when a return, replacement or refund may be available, how to send an item back and who is responsible for shipping costs.
30 days
Return request window
7 days
Contact us about an issue
Return window
Return and refund requests are generally available for 30 days from delivery. We cannot offer a refund or exchange after this period. Items returned more than 90 days after delivery are not accepted.
1. When this policy applies
Quality issue
This policy applies when a product does not work properly on arrival or is damaged in transit so that it cannot be used.
Non-quality issue
In particular circumstances, our customer service team may approve a return after reviewing the issue. A 10% handling fee applies in this case.
Mis-ordered product
If you ordered the wrong item or it is not what you intended to order, this policy does not normally apply. Please contact customer service before taking any action so we can review whether an exchange is possible.
2. Conditions for a return
- The item must be unused, in the same condition as received and in its original packaging.
- Please include a receipt or other proof of purchase.
- Contact customer service first to obtain the correct return address. Do not send an item back before receiving instructions.
- Replacement delivery times vary by destination.
We cannot accept an item that is not in its original condition, is damaged or has missing parts for reasons not caused by us. Where an item is damaged during shipping, follow the shipping-damage procedure below.
3. Return process and shipping costs
Quality issue or shipping damage
Report the issue within 7 working days and return the package within 30 working days. If your parcel was damaged in transit, report it to your local express office or post office and obtain a case receipt for the compensation claim.
Use a postal service to return the item. We contribute half of the return postage when it is sent by post service, but do not cover return shipping by express. If an exchange is approved, we pay the shipping cost for the replacement item.
Non-quality issue
Contact us within 7 working days and return the package within 30 working days. You pay the return shipping cost. We deduct the original outgoing shipping cost and a 10% handling fee from the refund. If an exchange is approved, you pay the shipping cost for the new item.
4. Replacements
Free replacement
If a product is damaged in delivery, we can provide a free replacement. You pay to send the item back using simple airmail.
Wrong item ordered
If we agree to exchange a mis-ordered item, you pay shipping to return the item and shipping for the replacement item.
Damage caused by the customer
We cannot provide a replacement if the item was damaged by the customer. You may contact us to ask whether repair is available.
What happens next
Tell customer service what is wrong with the item and what outcome you are requesting. After we receive and inspect the return, we arrange the replacement when approved and keep you informed by email.
5. How to send an item back
After customer service confirms that your item is eligible, use post-service airmail or EMS and the return address we provide. Please use simple airmail where possible.
Do not use DHL, UPS, TNT, FedEx or another express service unless we expressly approve it. Express parcels can create customs-clearance problems and may not reach us; we cannot take responsibility for a return sent through an unapproved express method.
6. Refund timing and missing refunds
After we receive and inspect your return, we will email you to confirm whether the refund is approved or rejected. Approved refunds are normally issued within 2 business days through PayPal or the original payment method, subject to the applicable deductions under this policy.
If you have not received a refund, check your bank account and then contact your PayPal account manager or card provider. Posting can take additional time. If the refund is still missing after these checks, contact our customer service team.