Returns and Refunds

RETURN POLICY

Due to hygiene reasons and the fact that our products are made-to-order, we do not exchange or refund items unless an item you received has a major problem.  This is when the item is:

  1. Significantly different from the description or sample shown to you;
  2. Defective/Damaged due to the fault of our factory or the carrier;
  3. Not what you ordered;

Please be informed that our products are made-to-order and manufactured under market demand; thus, they are not always available items. Also, advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display. Hence, please allow the difference between advertised images and the actual item you received.

If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at customer’s disposal.

Please contact our Customer Support team to start the complaint process. Please include the following information:

  • Order number
  • Video or photo of the faulty product (if applicable)
  • Complete delivery address
  • Contact telephone number

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you choose to return your order without our Customer Support team and it does not meet all of our requirements, a refund will not be issued and you will be notified via email with any and all options available to you on how to proceed.

  • We do NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
  • You will be responsible for paying for your own shipping costs for returning your item(s).

REFUNDS (if applicable)

We will NOT refund items which damaged by our factory or the carrier. A new one will be sent to replace it.

Shipping fee will NOT be refunded once items have been shipped.

Any unsuccessful delivery due to any customers’ mistakes on shipping address or customers’ unavailability, any loss of products due to the security of customers’ living areas (as long as shipping carriers confirm that the order is delivered) will NOT be eligible for return and refund. We will NOT refund in case you REFUSE to receive it either.

If your order hasn't arrived within 45 business days of the date of original purchase, please contact our support team for a full refund of your purchase.

HOW DO I CHANGE OR CANCEL MY ORDER?

If you change your mind about your purchase, please contact us here and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.

Your order is only eligible to be cancelled and modified within 12 hours of placing the order. After that time, the order is locked for processing and can not be cancelled.

Please be informed that a management and processing fee (20% of your total order value) will be applied for the cancellation.

NOTE: Please keep in mind that purchasing means accepting all the terms mentioned above.