Refund policy
Refund Policy
Welcome to our company! We strive to provide our customers with high-quality products and services. However, if you are not satisfied with your purchase, we offer a refund policy to ensure your rights are protected. The following outlines our refund rules:
1. Eligibility for Refund
Unopened and Unused Products: Customers can apply for a refund within 7 days of receiving the product if it is unopened and unused, and in its original packaging with all accessories and documentation.
Product Defects: If the product has defects in quality, function, or appearance, customers can apply for a refund within 30 days of receiving it. The defect must be due to the manufacturer's or seller's responsibility.
2. Products Not Eligible for Refund
Customized Products: Products made to customer specifications or customized according to customer requirements are not eligible for refund.
3. Refund Process
Contact Customer Service: To apply for a refund, customers must first contact our customer service team with the order number, product name, and reasons for the refund.
Provide Proof: Customers may be required to provide proof of purchase, such as an invoice or receipt, as well as photos or videos showing the product's defects or condition.
Return the Product: If the refund request is approved, customers must return the product to our designated address within a specified time. The customer is responsible for the return shipping costs unless the product defect is due to our responsibility.
Refund Processing: Once we receive and inspect the returned product and confirm it meets the refund criteria, we will process the refund within 5 business days. The refund will be made through the original payment method. If the original payment method cannot be used, we will negotiate an alternative refund method with the customer.
4. Refund Timeframe
Normal Refund: For eligible refund requests, we will process the refund within 3 business days after receiving the returned product. The actual time for the refund to be credited to your account will depend on your bank or payment platform's processing time.
Delayed Refund: In case of delayed refunds due to our fault, we will apologize to the customer and strive to resolve the issue as soon as possible. We will inform the customer of the reason for the delay and the estimated refund time.
5. Other Matters
Incomplete or Incorrect Returns: If the returned product is incomplete, damaged, or does not match the purchased product, we have the right to refuse the refund or deduct the corresponding amount from the refund.
Refund and Tax: If the product is subject to tax, a refund will result in the corresponding tax being refunded according to the law. The specific refund amount and process will be handled in accordance with tax regulations.
We aim to handle all refund requests fairly and promptly. If you have any questions or concerns about the refund policy, please feel free to contact our customer service team. We are committed to providing you with satisfactory solutions.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at emotie@163.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at emotie@163.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at emotie@163.com.