How do I arrange a return?
Please contact our customer service team to arrange a return.
We need to know your order number, the reason for returning the product and the return. After receiving this data, we will provide you with a return authorization number and all necessary information to arrange a return.
Please package the product and ensure that our return form is included.
When you return the product, please keep proof of the postage certificate. If there is no postage voucher, once the returned product is lost during the return process, we may not be able to process your refund or reissue. If the product is no longer in stock, we will refund the refund to your payment account.
You are solely responsible for any products returned after the returned merchandise is returned to our warehouse. Therefore, please ensure that you return the goods with the appropriate distribution logistics service and purchase the corresponding insurance according to the value of the product.
Will you refund my postage when returning?
We will refund the postage fee due to our negligence and error causing your return. E.g:
If we send you the wrong item
If the item is damaged or has quality problems
Return the replacement you do not want to keep
We will not refund the postage fee for products that are "don't want" or "no longer needed". You are responsible for these costs, and we recommend using the appropriate courier service again and purchasing shipping insurance based on the value of the product.
For items returned due to damage or quality problems, we will not refund the postage fee for returning the product if no errors are found during the test. After the test process has been completed, we will contact you to decide whether to return the postage of the returned product to you based on the product itself.
What should I do if I receive a wrong product?
We have high operating standards for packaging orders, but despite this, errors can happen by chance. If you receive the wrong product, please accept our sincere apology. As part of our customer service goals, we will resolve your issue as quickly as possible and minimize your inconvenience.
When considering the return of the product, we will check the individual situation separately, and further need more information, such as pictures, in order to provide you with the best way to deal with it.
What should I do if my item is damaged?
Although we are very cautious in preventing damage to our products during transit, they can also cause problems. If you receive a damaged item, please accept our apology.
We recommend that you sign up for the product and contact us immediately. In fact, rejection can cause delays in the parcel when it is returned.
You can access your account and contact us using the online information center. Please attach a damaged photo and a description of the information. Our customer service team will review damaged items and provide the best solution to solve your problem.
My product has quality problems, how to report?
If you believe that the item is damaged or of quality, please accept our apology, we take complaints about the quality of our products seriously, and need to investigate more detailed fault information.
In order to do this, we recommend that you contact us through your account and using the online information center. Please provide details of the failure and, if possible, attach an image to your email.
Our return policy
Our return policy must be read in conjunction with the terms and conditions of sale. We reserve the right to change this return policy at any time.
It is very important to check your order or product carefully when you receive the product, especially if you want to review the product and order carefully before using the product. If there are any errors or problems, please contact us immediately so that we can investigate.
Before returning the goods, you will need to contact our customer service team to request a return authorization number. The absence of this return authorization number means that the return process may take longer.
Your legal rights
Our return policy does not affect your statutory rights.
Right of revocation
You have the right to revoke this contract within 7 days without giving any reason.
The cancellation period expires 7 days after you or your designated third party, not the carrier, the actual possession of the product.
In order to exercise the right of revocation, you must notify us of the decision to revoke this contract by a clear statement (for example, by selecting the appropriate option or mailing the letter in your account). You can use the sample template below to undo the form, but it is not mandatory.
Please ensure that the product you return is unopened and still comes with the original packaging. (You) Unwanted products should remain in their original condition and no retail seals are damaged.
Effect of withdrawal
If you cancel this contract, we will refund all payments made by you, including logistics charges (except if you did not choose the cheapest standard shipping method we offer, and therefore the surcharges incurred).
If you lose money because of unnecessary processing, we can deduct from the compensation for compensation losses.
We will make compensation without undue delay and no later than:
(a) 7 days after we receive any product you return; or
(b) (as earlier) 7 days after you provide evidence that you can prove that you have returned the product; or
(c) If the product is not available, we are informed within 7 days of the decision to cancel the contract.
Unless you have expressly agreed, we will pay the refund in the original form of payment. In any case, you will end up with no fees. At the same time you will have to bear the direct cost of returning the product.
Undo form template
I hereby issue a notice to cancel the sales contract for the following products:
Customer signature (applicable when sent in paper form):
We would like to know this if you are not satisfied with the way we handle returning, replacing or repairing any items. Our aim is to solve the problem for you and ask you to contact our customer service representative via your account or by mail.
How do I arrange a return?