Refund & Return Policy

 

Part A — Customized Products

1. Scope of Application

This section applies exclusively to products customized according to your personalized specifications (including but not limited to custom patterns, text, sizes, materials, and functional parameters). It is separate from the policy for standard/stock products (see Part B).

2. Core Principle — No Unconditional Returns

Customized products are exclusively produced for you and are non-resalable. Once production is completed and delivered, unconditional returns, exchanges, or refunds are not accepted — unless a verified quality issue exists.

• Buyer-caused returns: Buyer is responsible for return shipping costs.
• Seller-caused issues (wrong/damaged items): Seller bears all return shipping costs.

3. Quality Issues

Situations that qualify as quality issues:

• Manufacturing defects (cracking, deformation, functional failure)
• Production not meeting agreed standards (blurry printing, misaligned embroidery, uneven splicing)
• Raw materials not conforming to order agreement (wrong material, color deviation beyond reasonable range)
• Substantial dimensional differences from the confirmed customization plan

Situations that do NOT qualify as quality issues:

• Dissatisfaction based on personal aesthetic preferences
• Issues caused by errors in customization information you provided
• Minor transit damage not affecting core function
• Normal wear and tear during use

Quality Issue Process:

1. Submit feedback within 7 calendar days of receiving the product
2. Provide clear photos/videos, order number, and shipping information
3. Our team reviews within 3 business days
4. Upon approval: return the item → we re-produce and ship within 5 business days

4. Order Cancellation

• Before production starts: Full refund.
• After production has started: Partial refund after deducting material and labor costs based on production progress (typically 20–60% of order value depending on completion stage; exact amount confirmed in writing before deduction).

5. Delayed Delivery

If we fail to deliver by the agreed date (excluding force majeure), you may request delayed delivery compensation or a full refund.

---

Part B — Standard / Stock Products

1. Return Window

Returns are accepted within 15 calendar days of the delivery date.

2. Return Conditions

• Item must be unused and in original condition
• Original packaging, labels, and accessories must be intact
• Proof of purchase (order number) required

3. Non-Returnable Items

• Clearance or final-sale items (marked at time of purchase)
• Items damaged due to misuse or improper handling by the buyer

4. Refund Method & Timeline

• Refunds are issued to the original payment method
• Processing time: 5–7 business days after we receive and inspect the returned item

5. Shipping Costs

• Buyer-initiated returns (change of mind): Buyer pays return shipping.
• Defective or incorrect items: Seller pays return shipping.

---

Contact Us

---

General Terms

1. This policy is subject to Shopify platform rules and applicable local laws and regulations.
2. Placing an order constitutes acceptance of this policy.
3. We reserve the right to update this policy; changes apply to orders placed after the update date.
4. Effective Date: May 2026