We appreciate your purchase. This Policy governs how we handle order cancellation, returns, refunds, replacements, reshipments, shipping-related claims, missing-part claims, warranty matters, and other after-sales requests, while also clarifying the respective responsibilities and rights of both parties and improving overall processing efficiency. By placing an order on our website, you acknowledge that you have reviewed, understood, and accepted this Policy.

1. General Principles

Every request involving cancellation, return, refund, reshipment, replacement, missing parts, or any other type of after-sales issue must be reviewed by us and is subject to our final approval.

When deciding how to resolve an issue, we may consider the nature of the problem, the logistics status, order status, condition of the goods, resale feasibility, available supporting evidence, allocation of responsibility, whether insurance was purchased, and all actual costs already incurred.

To the fullest extent permitted by applicable law, customers may not require a specific remedy on a unilateral basis, including but not limited to exchange, reshipment, refund without return, full refund, order-wide refund, or any other particular refund arrangement.

If an after-sales request is approved, we may determine the remedy priority in the following order:

a. Installation guidance, usage guidance, or troubleshooting

b. Partial reshipment or replacement parts

c. Full reshipment or partial replacement

d. Exchange or another alternative solution

e. Partial refund

f. Full refund

Refunds are not the default outcome. We may consider a refund only when other remedies are unavailable, commercially unreasonable, or otherwise considered appropriate by us.

2. Definitions

Processing Time

“Processing Time” is the period after successful payment receipt and before the goods are physically transferred to the first international carrier, export logistics provider, or pickup logistics party. The Processing Time disclosed at checkout is the applicable commitment. If the goods are handed over to the first carrier within that period, we will be deemed to have satisfied our shipping obligation.

Shipped

An order is deemed “shipped” as soon as any of the following occurs:

a. The goods are physically handed to the first international carrier

b. The export logistics provider accepts the goods

c. An objective logistics record exists, such as an acceptance scan, shipping record, airway bill, pickup record, export transfer record, handover record, or similar evidence showing transfer to the first shipping party

Estimated Delivery Window

“Estimated Delivery Window” means the estimated delivery range displayed at checkout. Unless we expressly provide a guaranteed delivery commitment in writing, whether at checkout or otherwise, any delivery date or delivery range is only an estimate and not an unconditional promise of final delivery.

Non-Quality-Related Cancellation

This refers to any request for cancellation, return, or refund that does not arise from a product quality problem or our failure in fulfillment. Examples include, without limitation, mistaken ordering, a change of mind, dislike, preference change, subjective dissatisfaction, or unwillingness to continue waiting while the order is still within the disclosed Estimated Delivery Window.

Quality Issue

A “Quality Issue” includes, but is not limited to:

a. Wrong item sent

b. Missing items or missing parts

c. Shipping damage

d. Obvious functional defect

e. Clear mismatch with the core ordered specification

Unauthorized Return

“Unauthorized Return” means any return-related conduct carried out without our prior written authorization and instructions, including but not limited to refusing delivery, arranging a return shipment independently, shipping to an incorrect address, shipping to the original shipping-label address, shipping to a website-listed address, or any other unauthorized return action.

Partial Refund

A “Partial Refund” is a refund of only a portion of the item amount or order amount. We may deduct relevant charges before issuing a refund, including but not limited to outbound freight, return freight, intercept fees, storage fees, restocking fees, handling fees, depreciation deductions, and any other actual costs incurred.

Refund Without Return

“Refund Without Return” is an exceptional arrangement under which the customer retains the goods and we may, at our sole discretion, grant limited compensation or a partial refund. It does not constitute a customer entitlement.

Insurance

“Insurance” means the optional order protection purchased at checkout. Orders that include insurance may receive broader support, higher-priority compensation consideration, or different claim handling rules. Orders without insurance are not guaranteed access to the same level of refund, compensation, or protection. Coverage scope, exclusions, limitations, and claim rules are governed by the website description, checkout disclosure, and any additional terms.

Warranty

“Warranty” means our limited product warranty. Unless otherwise stated on the product page, order page, checkout page, or in our written confirmation, the warranty period is 180 days calculated from the delivery date reflected in the carrier’s official tracking or delivery record. The existence of a warranty does not create an unconditional right to refund, replacement, or reshipment.

3. Order Cancellation Policy

3.1 Basic Rule

Customers who wish to cancel must submit a cancellation request through our designated customer service channel. A request to cancel does not itself cancel the order, and it does not automatically waive any applicable fees.

We will determine, based on the actual order status, whether cancellation is accepted, whether the order qualifies for cancellation, how much may be refunded, and what deductions apply.

3.2 Cancellation Within 48 Hours

Where a customer requests a non-quality-related cancellation within 48 hours after placing the order and the order has not yet shipped, we may charge a cancellation fee of 10% of the order amount.

3.3 Cancellation After 48 Hours but Before Shipment

If more than 48 hours have passed since the order was placed, and the cancellation is customer-initiated and non-quality-related, we may charge a cancellation fee equal to 20% of the order amount where the order has not yet shipped but has already entered scheduling, packing, freight allocation, picking, product preparation, warehouse allocation, or another handling stage.

3.4 Cancellation After Shipment

After shipment, non-quality-related cancellations are generally not accepted.

If we nevertheless agree to help with a post-shipment cancellation, any refund, if granted at all, will be calculated after deducting charges that may include:

a. Return freight

b. Intercept fees

c. Outbound shipping charges

d. Storage fees

e. Restocking fees

f. Handling fees

g. Other actual processing, service, warehouse, or logistics costs already incurred

Refusing delivery does not amount to automatic cancellation and does not automatically entitle the customer to a full refund. Any costs arising from intercept, refusal, return, storage, or disposal may be deducted from any refundable amount.

3.5 Special-Order and Restricted-Cancellation Items

For products such as custom-made items, made-to-order items, specially procured items, production-started items, inventory-locked items, special size/color/voltage items, bundle items, multi-box items, oversized items, LTL freight items, and items expressly labeled as non-cancellable, we may reject cancellation or apply higher cancellation charges.

4. Processing Time, Shipment Status, and International Shipping

Certain orders ship from China or from other overseas origins. International transportation often includes an initial international movement stage and a separate domestic last-mile delivery stage.

Before the goods reach the destination country and are transferred to a local carrier, a local tracking number may not yet exist, may not yet be active, or may not yet show updates. Accordingly, the absence of local tracking information alone does not prove that an order has not shipped.

If we can demonstrate that the goods were handed over to the first international carrier or export logistics provider within the Processing Time disclosed at checkout, then we will be considered to have shipped the order on time.

If both conditions below are met:

a. The order was shipped within the disclosed Processing Time; and

b. The order remains within the Estimated Delivery Window disclosed at checkout,

then the customer may not assert that we failed to ship on time, may not require a full refund, may not insist on a free cancellation, and may not pursue a non-quality-related cancellation solely because the parcel is still in international transit, has not yet been received, has not yet been handed over locally or cleared through customs, the last-mile tracking number has not yet appeared, or the last-mile tracking has not yet updated.

To the maximum extent permitted by applicable law, we are not automatically responsible for compensation or refunds when delays, delivery disruption, or tracking irregularities result from customs inspections, airline delays, vessel delays, port congestion, holidays, weather, local carrier backlogs, system update delays, or other causes beyond our reasonable control.

5. Requirements for After-Sales Requests

Before taking any further action, customers must first submit all cancellation, damage, refund, return, replacement, reshipment, or missing-part claims to us and obtain our written authorization.

Without our prior written approval, the customer must not independently repair, modify, redirect, destroy, dispose of, refuse, return, alter, or otherwise handle the goods, and must not arrange any third-party modification, repair, or return shipment.

When requested, customers must provide clear, complete, and truthful supporting evidence, including but not limited to:

a. Order number

b. Description of the issue

c. Clear product photos

d. Clear issue photos

e. Photos of the outer packaging

f. Photos of carton labels and shipping labels

g. Flat-lay photos of all included parts where relevant

h. Relevant videos of unboxing or of the reported problem

i. Any other supporting evidence or documents reasonably requested by us

If evidence is contradictory, incomplete, or unclear, if requested materials are not provided, or if the customer refuses to cooperate in providing supplemental evidence, we may deny the refund or replacement, reject the claim, delay handling, reduce compensation, or limit the available remedy.

Customers must preserve the original packaging until the case is fully resolved, including labels, outer cartons, inserts, fillers, manuals, accessories, and hardware. If packaging is missing, it may be impossible to arrange return pickup, verify responsibility, approve a return, preserve refund eligibility, or keep access to certain remedies.

6. Quality-Issue Handling

If the customer receives goods with shipping damage, missing parts, an obvious functional defect, or the wrong item, the customer must contact us within 7 days from the delivery date shown in the carrier’s official tracking and must supply the requested evidence.

Following review, we may provide one or more of the following remedies:

a. Replacement product

b. Reshipment

c. Replacement parts

d. Partial refund

e. Refund

We may choose to prioritize non-refund remedies such as troubleshooting, replacement parts, reshipment, or replacement. A localized issue does not automatically create an entitlement to a full refund for the entire order.

Unless we give prior written authorization, the customer must not repair, disassemble, alter, or continue installing the disputed goods. We do not reimburse unauthorized repair expenses, and unauthorized handling may limit compensation or reduce refund eligibility.

7. Non-Quality-Related Returns and Refunds

Non-quality-related situations include, without limitation, dislike, change of mind, ordering mistakes, subjective dissatisfaction, style mismatch, or unwillingness to wait while the order remains within the disclosed Estimated Delivery Window.

For such cases, the remedies we may prioritize include:

a. Exchange

b. Return-for-refund subject to deductions

c. Partial refund

A full cash refund is not the default remedy.

A non-quality-related return may be approved only if all applicable requirements are satisfied, including that the product is complete, unused, uninstalled, not powered on, not fixed in place, not cut, not modified, in intact packaging, in resalable condition, includes all labels/accessories/manuals, and has our written approval.

To the maximum extent permitted by applicable law, for non-quality-related returns, the customer must bear, or we may deduct from any refund, any outbound shipping cost, return shipping cost, handling fee, restocking fee, depreciation deduction, special delivery charge, storage charge, processing charge, and any other actual cost incurred.

If the product has been modified, cut, fixed, installed, assembled, powered on, opened, used, or is otherwise not suitable for resale as new, we may reject the return, deny a cash refund, issue only a partial refund, or apply a higher depreciation deduction or restocking fee.

8. Refund Without Return

Refund without return is available only as an exceptional arrangement that we may offer, at our sole discretion, for case-resolution, logistics, or efficiency purposes. It is not a right customers can demand.

We alone decide whether refund without return is available, whether the customer may keep the goods, what amount may be offered, and whether the case must be treated as closed after settlement.

For orders without insurance, where we agree to offer compensation without requiring return, we may prioritize replacement parts, reshipment, or a limited partial refund.

To the maximum extent permitted by applicable law, unless we expressly agree otherwise in writing, compensation for an uninsured order where the customer requests refund without return may be limited to no more than 20% of the order amount or the affected item amount.

We may deny refund without return if the customer has discarded the packaging, disposed of the product, failed to provide sufficient evidence, left the product condition unclear, or engaged in abusive, dishonest, or duplicative claims conduct.

9. Address Errors, Failed Delivery, No Contact, Missed Appointments, and Refusal

Customers must provide a valid contact method, a complete and deliverable shipping address, and reasonable cooperation with delivery arrangements, appointment scheduling, and contact attempts.

Where delivery failure is caused by customer-related issues, including but not limited to invalid phone number, incomplete address, incorrect address, failure to respond, refusal of delivery, missed appointment, or inconsistent recipient information, the customer will bear the resulting costs and responsibility.

We may charge, or deduct from any refundable amount, costs arising from those situations, including but not limited to:

a. Reappointment fees

b. Redelivery fees

c. Address correction fees

d. Storage fees

e. Handling fees

f. Return freight

g. Other actual costs incurred

If returned goods are left unresolved or unclaimed after notice from us and within the timeframe we specify, we may deem the goods abandoned and dispose of them. In that event, we may deny the refund entirely or issue only a limited refund after deduction of all related charges.

10. Insurance

Subject to the applicable insurance terms, insured orders may be eligible for broader support, higher compensation potential, or priority handling.

Uninsured orders are not guaranteed the same treatment regarding compensation, refunds, or refund without return as insured orders.

Insurance fees are non-refundable unless expressly stated otherwise.

11. 180-Day Limited Warranty

Unless otherwise stated on the checkout page, product page, order page, or in our written confirmation, the warranty period is 180 days measured from the delivery date shown in the carrier’s official tracking or delivery record. The warranty does not start on the payment date, order date, shipment date, installation date, first-use date, or the date on which all packages in a multi-box order have arrived.

Where, during the warranty period, we confirm a non-human-caused quality issue, we may offer one or more of the following:

a. Troubleshooting or usage guidance

b. Replacement parts

c. Partial replacement

d. Full reshipment

e. Partial refund

f. Other reasonable solutions determined by us

The warranty does not make a refund the default remedy. We may instead prioritize non-refund solutions such as troubleshooting, parts replacement, or replacement shipment.

The situations below are generally outside warranty coverage, or may justify denial, limitation, or reduction of any remedy:

a. Natural aging over time

b. Normal wear and tear

c. Minor surface changes, fading, loosening, or deformation over time

d. Reasonable variations arising from the inherent nature of different materials

e. Appearance changes, reduced performance, wear, deformation, or aging caused by humidity, placement environment, sun exposure, temperature, cleaning methods, maintenance methods, usage habits, usage frequency, or load patterns

f. Misuse, abuse, overload, improper installation, improper maintenance, or improper operation

g. External accidents, human-caused damage, pet damage, scratching, tearing, dropping, compression, or collision

h. Disassembly, self-repair, alteration, or third-party repair

i. Further damage resulting from continued use, outside force, or environmental factors

After 180 days from delivery, we will no longer provide free refunds, free replacement parts, free reshipment, or any other free warranty service for claims based on wear, natural material changes, aging, loosening, minor deformation, daily wear, or similar post-use conditions.

If support is still needed after 180 days, such as replacement parts, maintenance assistance, or related support, we may, depending on stock availability, logistics feasibility, and supply conditions, offer:

a. Paid parts support

b. Paid replacement parts

c. Paid technical assistance

d. Other non-free assistance

After 180 days, all actual costs incurred, including shipping charges, handling charges, and part costs, will be borne by the customer.

Any parts support after 180 days remains subject to actual inventory, then-current support capacity, supply-chain availability, and transport conditions. We do not guarantee long-term part availability, fixed shipping methods, fixed delivery times, or fixed pricing for parts.

Any support provided after 180 days is a goodwill accommodation only. It does not extend free warranty coverage and does not create a precedent for any other order.

12. Non-Returnable and Restricted-Return Items

Except to the extent mandatory law requires otherwise, the following categories are generally non-returnable or may receive only very limited return or refund treatment:

a. Final Sale / Clearance items

b. Custom-made items

c. Specially procured items

d. Made-to-order items

e. Accessories, consumables, and spare parts

f. Installed items

g. Cut or modified items

h. Items not suitable for resale

i. Items expressly identified as non-returnable on the checkout page or product page

Products such as oversized items, glass products, lighting products, stone products, LTL freight items, commercial-use orders, multi-box products, and other fragile or special-handling products may be subject to stricter return conditions, lower refund ratios, higher cancellation charges, or higher restocking fees.

13. Late Claims, Abuse, Final Review, and Legal Reservation

If a claim is submitted after the applicable deadline for warranty, cancellation, non-quality return, damage, wrong item, missing parts, or any other after-sales matter, we may decline to handle the case under the standard policy.

Even after the standard deadline has passed, we may still, at our discretion, provide goodwill assistance such as paid parts support, recommendations, limited discounts, limited compensation, or other non-standard solutions. Any goodwill handling is not an admission of responsibility and does not establish a precedent.

If we determine that a customer has fabricated issues, concealed product condition, discarded the goods, discarded packaging, forged evidence, manipulated tracking information, engaged in repeat or abusive claims behavior, or continued insisting on unreasonable refund demands after a reasonable remedy was already offered, we may reject after-sales support, reduce compensation, restrict available remedies, or take further action.

To the maximum extent permitted by applicable law, we retain final determination authority regarding:

a. Whether a claim is accepted

b. Responsibility allocation

c. Whether the evidence is sufficient

d. Whether an issue constitutes a quality issue

e. Whether cancellation is accepted

f. Whether return is accepted

g. Applicable return conditions

h. Refund amount

i. Refund method

j. Applicable deductions

k. Whether insurance applies

l. Whether to provide replacement parts, reshipment, replacement, partial refund, or refund

This Policy shall be interpreted and enforced to the maximum extent permitted by applicable law. If mandatory law applies to a specific jurisdiction, product, order, or consumer right and cannot legally be waived, that law will prevail to the extent required.