▷ Return/Refund Policy ◁
If you have a return request, please contact customer service on the day of receiving the product and provide information such as "order number," "returned item name," "reason for return, and photos" to assist our customer service team in processing your return or exchange.
- If any dry goods have a shelf life of less than three months or any frozen goods have a shelf life of less than two months upon delivery, and it was not stated during the purchase or notified by us, we will arrange an immediate return or exchange.
- In the case of shipping the wrong item in an order, we will arrange an immediate return or exchange.
- If any non-human-caused damage is identified on the goods before signing for the delivery, please refuse the package immediately and return it to the delivery personnel. We will follow up and arrange a return or exchange promptly.
- Each order is eligible for one exchange only. If there are still issues with the product after the exchange, customers may request a return and refund.
- Due to hygiene reasons, returns or refunds for frozen goods will not be accepted after the delivery has been confirmed.
- For returns or exchanges caused by product quality issues, we will take responsibility for retrieving the goods and waive all fees, subject to the conditions regarding product usage, intact packaging, and the deadline for requesting an exchange.
- Once the goods have left our premises and the delivery has been confirmed, no returns or exchanges will be accepted.
- We reserve the right to refuse exchanges and only offer returns and refunds.
- Customers will be responsible for any losses incurred due to the inability to use the goods during the process of exchange or return.
▶ Return/Exchange Conditions and Notes
- Returned items must be unused and free from non-human-caused damages. Please keep the original packaging intact (including the outer cardboard box) as we cannot accept returns/refunds or exchanges without complete packaging, except in cases of reasonable and unavoidable packaging damage, subject to our interpretation.
- The following situations are not eligible for returns/refunds or exchanges:
- Items that have been opened or used
- Damaged items due to human causes, such as stains, destruction, wear and tear, scratches, dirt
- Returns with incomplete packaging or missing invoices/accessories
- Malicious or excessive returns
- Items explicitly stated as non-returnable/non-exchangeable
- In cases where customers request refunds for reasons other than those mentioned above, we reserve the right to decide whether to accept the request. If we agree to the refund, customers are responsible for returning the goods to our warehouse at their own expense. If customers request us to arrange the return, we will deduct the cost from the refund based on the principle of actual costs incurred. We will process the refund within thirty (30) days of receiving the returned goods and confirming that they meet the conditions for return/refund.
- If a customer fails to cooperate with our arrangement for goods retrieval within 14 days of requesting an exchange or return, resulting in our inability to retrieve the goods, the customer will be deemed to have waived the request and will have no rights to claim against us.
▶ Exchange Process
For eligible exchange items:
When both you and our store agree to proceed with an exchange, please initiate the return process for the original order and place a new order in the store. We will only charge or refund the price difference if applicable; otherwise, no further action is required.
Contact customer service → Confirm eligibility for exchange → Prepare complete goods and invoice → Provide receiving time, contact information, and address → Exchange will be handled by logistics arranged by the store
▶ Return and Refund Process
Requesting a refund based on non-refundable conditions (must return items that comply with the return/exchange policy) (our company reserves the right to accept or reject such requests):
Contact customer service → Confirm eligibility for return and refund → Prepare complete goods and invoice → Provide receiving time, contact information, and address → Customers must return the goods to our warehouse at their own expense → After receiving and confirming the returned goods meet the conditions for return/refund, we will process the refund within thirty (30) days.
▶ Refund Conditions and Notes
If customers wish to cancel an order due to the unavailability of the product after payment or if the expected delivery date for pre-ordered items exceeds expectations, we will arrange a refund within thirty (30) days of placing the order.
- For customers who request to cancel an order and receive a refund for reasons other than those mentioned above before shipping, our company will deduct the following fees from the refund:
- Orders paid by bank transfer/FPS/ SF Express Cash on Delivery: 2% or $20, whichever is higher.
- Orders paid by PayPal: 4% or $20, whichever is higher.
- Orders paid by credit card: 8% or $30, whichever is higher.
- Orders paid via AlipayHK/PayMe/WeChat Pay or any other methods not listed above, our company will deduct 2% or $20, whichever is higher.
- For orders that have already been shipped but customers request cancellation and a refund for reasons other than those mentioned above, our company will deduct $100 as an administrative fee for each order.
- For customers who made payments using a credit card: Once the return is confirmed, the refund will be credited directly to the original credit card account.
- For customers who used other payment methods: Once the return is confirmed, the refund amount will be transferred to the bank account you provided.
- Please note that if the refunded items were part of any "Choose Any" promotions or any special price offers, the refund will be calculated at the regular price.
- Example: If you purchased 4 item A with a "Choose Any 4" promotion, and one item needs to be returned, the 4-item promotion will no longer apply since the minimum requirement is not met. The price will be calculated at the regular price of item A, and the "Spend XX, Get XX Off" promotion will be recalculated.
- Total Amount Paid - (Regular Price of Item A × 3) + Spend XX, Get XX Off = Refundable Amount.
- If the refunded items were part of any "Choose Any" promotions or any special price offers, and the customer wishes to calculate the refund based on the promotional price, the customer must return all items included in the promotion according to the return terms.
- Example: If you purchased 4 item A with a "Choose Any 4" promotion and want to calculate the refund at the promotional price, you must return all 4 qualifying item A as per the return terms.
In the event of any discrepancies or conflicts between the Chinese and English versions, the Chinese version shall prevail.
In the event of any discrepancies or conflicts between these terms and conditions and the Terms and Conditions, the Chinese version of the Terms and Conditions shall prevail.