Refunds & Exchange
We gladly accept returns or exchanges. The customer pays for return shipping and any associated cost of return. The product must arrive in new, sellable condition within the free trial period of purchase for a full refund.
All returns must be communicated directly with our team before returning your order. To start a return, contact us at firstname.lastname@example.org and a member of our team will assist you with the process.
- Change of Mind / Placed the Order by Mistake: We accept returns due to a change of mind or placed the order by mistake within 7 days of your order being delivered. Products must be in original and sellable condition and must be returned in the original box. 25% of the product cost will be deducted as a restocking fee.
- Color Exchange: We do not offer exchanges for different colors.
- Final Sale: Items discounted 50% and higher and BOGO offers(such as buy 1, get 1 free, or at 50%) are final sales. They can not be exchanged or be refunded. If you’ve paid for shipping, please be advised that we won’t be able to refund the shipping fee as the payment goes directly to our shipping partners. Please also note that all products purchased via limited-time sales events (Black Friday, Holiday sales, clearance, etc.) are considered final and are not eligible for returns or exchanges.
- Received Damaged Item: If you received the damaged product due to shipping damage, you must immediately send us proof of the damaged item for us to make a decision. If more than 24 hours have gone by after the tracking details confirm the delivery, and you haven't sent us the proof of damaged product, we will not be able to provide a refund or exchange.
- Order Modification: Once your order is marked as shipped, we can not make any adjustment or modification to the order. Only the orders that are not marked as shipped can be modified.
- Lost or Stolen Package: You will be entitled to a refund or reshipment if your package is lost during shipping. However, we will not be liable for any refunds if your package is lost or stolen once it is marked as delivered by the delivery company.
We offer full refunds or reshipments (subject to availability) on any items that arrive damaged or are significantly different from what you were led to believe.
Under any circumstances, shipping charges will not be refunded.
To start a refund process, please email us at email@example.com with your order number starting with #CO, a brief explanation of the issue, and photos of your item where these issues are clearly visible. We are not able to process refunds on damaged products if photos are not provided.
*Please note: we will not be able to process your return/refund if you send your order back to the sender address on your parcel (our distribution facility) without contacting us first. All returns, refunds, and exchanges must be directly communicated with us via email at firstname.lastname@example.org before the parcel is returned. For North America, our return center can be in Canada.