1. he product I received is not as described. What should I do?
If you find that the product you received does not match the description on the page (such as model, color, function difference, etc.), please follow the steps below:
Collect evidence: Take detailed photos or videos of the product to highlight the problem.
Log in to your account: Go to your order details page and click the “Report a problem” button.
Fill in the form: Describe the problem and upload relevant evidence.
Submit a request: Our team will review and respond to your request within 1-3 business days.
2. How do I return the product?
If you need to return the product, please confirm that it meets our return policy (see “Return Terms”):
Log in to your account: Go to “My Orders” and find the order you need to return.
Request a return: Click “Request a return”, fill in the reason for return and upload photos.
Wait for review: Customer service will respond within 1-3 business days to confirm return eligibility.
Send back the product: Follow the address and logistics instructions provided by customer service, send back the product and keep the logistics documents.
Refund processing: We will process the refund within 3-7 working days after receiving the product and confirming that it is correct.
3. I am not satisfied with the result of my return/refund request. What should I do?
If you disagree with our handling result, you can:
Contact customer support again: Explain the situation through online customer service or email, and we will arrange further investigation.
Submit a second review: Go to the order page, click “Appeal”, fill in the reason for your dissatisfaction and attach more evidence.
Upgrade processing: If the problem is still not resolved, we will arrange a senior customer service for you to handle the case.
4. How do I open a return/refund request?
Log in to your account: Visit the “My Orders” page and find the order you need to process.
Select the request type: Click “Return/Refund” and select the specific request type (such as refund, exchange, etc.).
Fill in the information: Fill in the problem description according to the prompts and upload the required photos or vouchers.
Submit the application: After submission, the system will generate a request number, and you can track the processing progress at any time.
5. How do I return or resolve the reported product problem?
We provide the following channels to help you solve your problems:
Online Customer Service: Communicate with our customer service team through the live chat function.
Self-service: Log in to your account and initiate a return or problem report directly through the order page.
Email Support: Send the problem details to our official email (sales@cnlaunch.com) and we will respond within 24 hours.
