Returns & Exchanges | Returns & Exchanges
Your satisfaction with our products is very important to us. We try our best to provide you with high-quality products, but if the quality defects of the products cause you to be dissatisfied with the goods, we will arrange returns for you according to the following policies.
We only accept unopened, unused and defective products for return. If the product has been unpacked or used, it must be confirmed that the product has quality defects before accepting return. You may return or exchange the product within 30 days from the date of purchase.
Before returning, to ensure hygiene, please clean the product thoroughly, and then put it back in its original clean and undamaged packaging. Any product packaging, verification cards, dust bags, labels, etc. should be included. If any of the above conditions are not met, we have the right to refuse the return of the product.
1. Return steps
We will actively assist you with product return and exchange according to the following steps:
a) Contact us and provide us with the order number and product details in order to confirm the purchase date and warranty period of the product;
b) Provide us with a detailed description of product quality defects (eg: difficulty starting, not charging, parts falling off, etc.);
c) We will provide you with preliminary suggestions (for example: try to turn off the lock function that prevents the product from starting, etc.), and try to answer your questions;
d) If the problem has not been successfully solved according to our initial suggestions, we usually recommend to send the product back (freight to be paid) or take it back to our store;
e) After receiving the product, we will first conduct an internal inspection of the product to confirm that the product does have quality defects;
f) If you bring the product to the store, if it is confirmed that the product is defective, we will immediately return the product for you. In order to ensure the quality of the replacement product, we will disassemble and test the product for you on the spot. If the product is sent back to the store, if it is confirmed to be defective in product quality, we will contact you to arrange a return or exchange of the product (freight to be paid). After receiving the replacement product, please test the product as soon as possible and inform the quality status of the replacement product;
g) If it is confirmed that is caused by human factors (for example: improper use or improper storage), we will not be responsible for the product damage, but we can still ask the brand on your behalf for the relevant repair costs ( if applicable).
2. Quality Defects
If the quality of the product is not in line with normal expectations or descriptions, it will be regarded as a defective product. Products damaged by normal wear and tear, accident or misuse are not considered defective.
3. Transportation cost
All shipping charges arising from product returns are borne by the customer, and the shipping charges for the original order will not be refunded.
We strongly recommend that you purchase shipping insurance for returned or exchanged items. We are not responsible for lost or damaged products in transit unless we have received the returned product.
4. Product Care
Unless otherwise stated on the product packaging, most products come with a half-year warranty.
For products that are defective during the warranty period, we will do our best to replace the product with the same model, color and size (depending on the actual situation) for free, or provide a full refund.
The warranty period for replacement products is also calculated from the date of purchase of the original purchase order, not from the date of return.
5. Clothing and underwear
For hygienic reasons, we do not accept returns of opened or worn garments and underwear unless the product has a quality defect. All clothing and underwear must be returned in full.
Each piece of handmade product (such as massage candles and glass massage wands) is unique, so their characteristics such as color, shape, texture and size may vary slightly. This variation is not considered a quality defect. Unless the product has quality defects, we have the right to refuse the return of handmade products.
7. Sale items
All discounted items are non-refundable unless they are defective.
We do our best to accurately display product colors in our online store. However, due to differences in display screens, we cannot guarantee that your display screen will accurately display product colors.
9. Repeat and exchange
In the event of repeated returns, we have the right to refuse product returns.
10. Cancel order
You may request to cancel your order at any time before shipping.
If your order has already been shipped, please contact us to assist you in canceling your order. The customer is still responsible for the shipping costs incurred by the canceled order.