1. Which product categories do not allow physical returns?
Some products cannot be returned for special reasons, including but not limited to the following categories: Personalized customized products：Any products with personal customized designs, texts or customized sizes. Fresh food and perishable goods：Including but not limited to perishable goods such as food, beverages, plants, etc. Personal items：Such as underwear, swimwear, headphones (if opened). Digital products：Software, e-books, game activation codes, etc. Special promotional products：Discounted or clearance products that specifically state “not supported for return”.
2. What is free return service?
Free return service means that we will bear the shipping costs in the following return process: If the order supports free return, you will see the “free return” logo when applying for return. We will provide a free return label, and you can complete the return without paying any additional fees.
Conditions: The product must be in its original condition, unused or damaged. Free returns are available for selected items, subject to order details.
3. Who pays for free return orders?
For items marked “Free Return”: Return shipping: We pay, you don’t have to pay anything. For items not eligible for free returns: Return shipping: Buyer pays, depending on the logistics company you choose. How do I use the free return label? Get a return label: After your return request is approved, download and print the system-generated return label. Pack the item: Put the item back in its original packaging, making sure the accessories and attachments are intact. Label: Attach the free return label to the outside of the package, covering the original waybill. Return the item: Go to the designated courier company outlet to ship, or contact the courier company to pick up the item (if supported).
4. How do I cancel a return request?
To cancel a return request, follow these steps:
Log in to your account and go to “My Orders”.
Find the corresponding return request and click “View Details”.
Click “Cancel Return” on the return request page.
Confirm the cancellation request and we will record your cancellation.
5. How do I add or cancel some of the returned items?
Before submitting a return application, you can modify it by following the steps below: Add items: On the return application page, click the “Add items” button and select the additional items you want to return. Cancel items: In the list of selected items, click the “Delete” icon to the right of the item to remove the item. Submit changes: Click “Confirm changes” to complete the adjustment. Note: You cannot modify the application directly after submitting it, but you can cancel the original application and re-submit it.
5. If I pay for the return, who will bear the return shipping cost?
If the return is due to product quality issues, we will reimburse you for the return shipping cost after verification. Please keep the logistics fee voucher and upload it through the order details page.
5. If there is no free return service, how can I return it?
For products that do not support free return, please follow the steps below: Select a logistics company: Select the appropriate logistics service and pay the relevant shipping costs. Return address: Log in to the order details page to view the return address. Upload tracking number: Upload the courier number and logistics information to the order details so that we can track the return progress.
