We want your shopping experience to be as enjoyable and smooth as possible, if you wish to return or exchange an item please contact us and one of our team members will advise you on how to manage this. Any return or exchange will be subject to our Cancellations, Returns and Refunds Policy.
Cancellations, Returns & Refunds Policy
Please choose carefully as we do not refund or exchange if you change your mind or make a wrong selection. If you insist to cancel an order or return an item, you need to pay for the relevant administrative fee according to the following circumstances:
1. In the case of a stocked product, which has not been dispatched yet, you will be refunded in full for the value of the product less an administrative fee including restocking cost, i.e. USD50 for each delivery.
2. In the case of a ready-to-ship stocked product, we would try to cancel the shipment for you. However, if the item(s) was on the way to you, it cannot be cancelled but you could reject the delivery (please DO NOT open the package upon receipt) or keep it if you've changed your mind. If you reject it, you will forfeit a shipping & processing fee to cover our administrative costs and shipment expense in the following situation:
a) Courier, USD50 for each package/one-way, total of USD100 or
b) Truck Delivery, USD300 for each delivery/one-way, total of USD600.
3. In the case of a delivered item, you can only return it if the item is in its original package and condition. You can either initiate the shipping to send it back or contact us to arrange for you, service fee would be charged. Upon the receipt of item and checking it in good condition by our warehouse, you will be refunded in full for the value of the product minus a shipping & processing fees to cover our administrative costs and expenses in the following situation:
a) Courier, USD50 for each package/one-way, total of USD100 (USD50, if you sent it back to us), or
b) Truck Delivery, USD300 for each delivery/one-way, total of USD600 (USD300, if you sent it back to us).
And the item(s) must be:
1. In its original, undamaged condition
2. Disassembled, if the item was originally delivered disassembled
3. In its original packaging. If the original packaging is too damaged to be shipped back, you must use a similar sized box as the original or a box no longer than 108 inches.
4. If you've confirmed to returned the item/cancelled the order, you will have no further claim to the cancelled product.
It is the customers responsibility to ensure that there is reasonable access to allow the goods to be delivered. If the goods are unable to be delivered due to access, the above fees will be charged in addition to the actual cost of delivery and collection of the product.
However, there are few circumstances that the item cannot be returned:
(a) Personalized items
(b) Items you have already assembled
(c) Items marked 'Non-Returnable' on the sale page
(d) Open Box Items
If your item is damaged or defective, no worries, the above practices do not apply. In this case, we'll take care of it and work with you to find the best solution.
If any damages or manufacturing defects are reported within 14 days of delivery, we will make it right.
Please contact us at email@example.com with the following details:
1. Photos of the package, in whole, and damage area (if applicable)
2. Photos of the item(s), in whole, and the damage/defect area
3. Photos of the labels on the package (item label & tracking label)
4. Description of the problem
We'll work to get it resolved as quickly as possible. If we are unable to repair the item, we will arrange a refund or exchange. The refund will go back to the same card you used to place the order with us, and will be paid via a returned transaction. We'll process the refund within 3 business days and issue the refund to you. Most banks will process the refund within 3-7 business days.