Refund Policy

2. Refund, Resend & Return Eligibility

A. Orders Delayed

Disputes due to delivery delays will be considered based on the following timeframes:

  • USA: If your order is not delivered within 45 days of shipping, you may file a dispute.
  • Brazil: Disputes are eligible 110 days after shipping due to customs complexity.
  • Other Regions: Certain shipping methods may not be eligible for disputes regarding delivery delays (please check in advance).

📌 Other Notes:

  • If your order is held at the local post office (due to incorrect address, failed delivery, or collection delays), we recommend contacting the post office directly.
  • In regions with unique delivery practices (e.g. pickup lockers), please check with your local carrier.
  • If local tracking shows delivery but the customer claims non-receipt, we will investigate. Please note that investigations can take 1–2 months and are not guaranteed to be resolved in the customer's favor.

B. Orders Not Received

If tracking confirms delivery, we are unable to issue a refund or resend.

If the customer still has not received the package, a non-delivery certificate with an official post office seal is required.

Common delivery issues that are not eligible for a refund/resend include:

  • Incorrect/insufficient address
  • Unknown recipient / No such number
  • Refused delivery / Not picked up in time
  • No safe delivery location
  • Uncleared customs

📌 Responsibility: Local distributors may attempt delivery up to 3 times. If the package is unclaimed, it is stored at the local post office for 3–7 days before being returned. Refunds will not be issued for packages lost during return transit. We do not provide refunds or resends if the customer fails to retrieve undelivered or destroyed packages.

C. Damaged Products

We offer the following resolutions based on the condition of the product:

  • Severely damaged: Full refund or replacement
  • Partially damaged: Partial refund or replacement

Refund is often recommended for fragile items. Packaging damage is not covered due to the nature of international shipping. Complaints must be submitted within 30 days of delivery for both standard and electronic products.

D. Incorrect or Missing Products

We maintain strict quality control, but if an issue occurs:

  • Incorrect item: Full refund or replacement
  • Wrong color/size (minor impact): Refund or resend (with screenshot proof)
  • Missing parts (not affecting function): Partial refund or resend of parts
  • Missing parts (affecting function): Resend full product
  • Missing accessories: Resend accessories

For size issues, please submit a photo showing measurements based on the correct method.

E. Order Cancellations

Orders may be cancelled with a full refund before processing begins. However, cancellations are not possible after payment for the following:

  • Customized or made-to-order items (e.g. personalized or branded)
  • Pre-order inventory items
  • Services such as video/photo production

3. Return Policy

A. General Return Conditions

Returns are accepted within 7 days of delivery. The customer is responsible for return shipping costs unless the return is due to a product defect.

If returning a defective product, the item must still be shipped back to the designated return address.

B. Return Process

Returns must be authorized via customer service before shipping. Upon receipt, the item undergoes a second-round inspection:

  • If found damaged or misused, the return will be rejected and the product may be discarded or returned at your expense.
  • If approved, a $1.50 warehousing fee will apply.
  • The item may be added to your private or public store inventory (based on your choice).

💡 Only the original product cost is refundable. Shipping fees, taxes, and additional charges are non-refundable.

C. Return Instructions

  • Obtain return authorization before shipping.
  • Ship using a reliable carrier with tracking.
  • Include all original packaging, tags, and accessories.

4. Dispute Limitations

A dispute must be opened within 30 days of the tracking showing "Delivered." After this period, the order is finalized and cannot be disputed. If tracking data is unavailable, dispute resolution may be significantly delayed or restricted.

5. Force Majeure

We are not responsible for delays, damage, or failure in service due to events beyond our control, including but not limited to:

  • Natural disasters (earthquakes, floods, storms)
  • Pandemics or virus outbreaks
  • Wars, conflicts, or strikes
  • Customs inspections or border delays

We will make reasonable efforts to keep you informed via email or official support channels.

⚠️ Disclaimer

Please note that the above shipping timelines and policies represent general guidelines. Processing and delivery times may vary depending on the product, supplier location, customs clearance, and local postal services. Shipping times, processing delays, and return/refund eligibility may vary depending on the specific item, supplier, destination, or individual case. We do our best to follow these standards, but each situation is unique. If you have any questions or special circumstances, feel free to contact us — we're here to help!

📬 Need Help?

If you have any questions about your shipment or return, please contact us. We're always here to help!