Refund Policy

1.1 Refund Eligibility & Applicable Scopes
This platform formulates a comprehensive, standardized, and unified global refund and return policy applicable to all international users, covering the whole life cycle of order transactions including unshipped order cancellation, shipped but undelivered parcel rejection, signed product return, and post-purchase quality problem rights protection. All personal care products sold on the platform enjoy a unified 60-day free return and exchange service right, with the return timing starting from the official completion time of parcel signing and delivery. Within the valid 60-day return period, all products that maintain unopened original packaging, unused product status, complete original accessories and label descriptions, and no artificial damage or pollution can apply for unconditional free return and full refund without providing any return reason or fault proof. The unconditional return and refund policy fully covers all conventional consumer demand scenarios such as product style mismatch, personal use adaptation discomfort, purchase demand change, and subjective preference adjustment. For individual products with minor appearance defects, slight color difference, subtle packaging scratches, and non-functional minor problems that do not affect normal use, customers can choose to retain the products and apply for reasonable partial refund compensation without going through the return procedure, which effectively saves users’ time cost and logistics cost. It is clearly stipulated that products with serious artificial damage, complete unpacking and long-term use traces, missing original accessories, severely damaged and unrecoverable packaging, and man-made functional failure are not eligible for unconditional return and full refund services, and the platform will provide targeted partial refund or after-sales maintenance solutions according to the actual product condition.
1.2 Standard Refund Processing Timeline & Capital Settlement Rules
The platform implements a standardized and unified refund processing timeline to ensure efficient and transparent fund settlement for all user refund applications. For all valid return applications that pass product inspection and verification after the return of goods, the platform’s professional finance and audit team will complete the comprehensive review of return materials, product condition verification, and refund amount confirmation within the specified time, and complete the full refund operation within 5 to 10 business days. All refund funds will be returned through the original user payment channel in full accordance with the fund backtracking principle, covering all mainstream cross-border payment methods such as international credit card payment, third-party cross-border payment platform payment, and online electronic wallet payment. The platform does not support any form of cross-channel refund, offline fund transfer, and designated account transfer refund, all of which are to ensure the safety, standardization, and traceability of cross-border fund transactions. The fund arrival delay caused by the system processing cycle and business settlement rules of third-party payment institutions is an objective factor independent of the platform’s operation scope, and the platform cannot control the real-time arrival speed of external payment channels. For users who encounter fund arrival delays, the platform can provide official transaction voucher inquiry, account checking assistance, and progress follow-up services to help users confirm the refund progress. All refund processing records will be permanently stored in the platform’s official transaction system to ensure the standardization and traceability of every refund business.
1.3 Full Refund & Partial Refund Classification Standards
We have formulated clear and detailed classification standards for full refund and partial refund to avoid ambiguous judgment and differential processing of refund applications. For all unpaid orders actively cancelled by users before warehouse outbound, the platform will implement zero-deduction full refund without any service fee, handling fee, and order cancellation fee. For paid and shipped orders that are actively rejected by users during logistics transportation and successfully returned to the warehouse, the platform will complete full refund processing after confirming the return trajectory and parcel safety. For all products that meet the 60-day unconditional return standard with intact product and packaging status, full refund will be given after warehouse inspection and verification. Partial refund services are mainly applicable to non-damaged defective products, products with minor functional deviations, and products with subjective use adaptation problems that users choose to retain. The partial refund amount is comprehensively determined according to the product defect degree, market value loss, and actual use impact, ensuring fair and reasonable compensation standards. For customized exclusive products, special limited edition products, and clearance special discount products sold on the platform, only quality problem refund applications are supported, and unconditional return and partial refund for subjective reasons are not applicable. All refund judgment standards are publicly transparent and uniformly implemented for all global users without any preferential treatment or differential restriction.
1.4 Return Logistics Cost Allocation & Operation Specifications
In order to reduce the shopping cost of global users and optimize cross-border shopping experience, all return applications that meet the 60-day free return policy standards enjoy full platform-borne return logistics costs, and users do not need to bear any express fees, cross-border transportation fees, and return handling fees. Users only need to select legal and compliant conventional logistics channels to return products according to the platform’s return operation guidelines, and avoid using prohibited, restricted, and unregulated logistics methods to send back goods, so as to prevent parcel detention, loss, and inspection failure during the return process. Users need to properly keep the return logistics waybill number and transportation tracking records, and upload valid logistics information to the platform’s return application page in a timely manner, so as to facilitate the warehouse team to quickly verify the receipt of returned goods and accelerate the refund review progress. For refund delays caused by users’ failure to provide valid return logistics information, the platform’s customer service team can provide professional guidance and auxiliary inquiry services to help users complete information supplementation and progress verification. The platform adheres to the principle of reasonable cost allocation, never transfers the legitimate return logistics cost to users, and fully undertakes the after-sales service cost brought by product sales, ensuring that users can enjoy worry-free return and refund services.
1.5 Refund Rejection Scenarios & User Compliance Constraints
In order to maintain the fair operating order of the platform and avoid malicious use of after-sales policies to cause operational losses, we have clearly defined the scenarios of refund application rejection. Refund applications will be directly rejected if the return time exceeds the 60-day free return valid period, the product has obvious artificial damage and structural failure, the original product accessories and packaging are completely lost, and the product is used for commercial resale and secondary profit. In addition, special customized products, seasonal limited special offer products, and clearance inventory products marked with non-returnable attributes on the page do not support unconditional refund and return services. Malicious shopping behaviors such as bulk speculative ordering, fake return fraud, repeated unreasonable after-sales harassment, and policy loopholes exploitation for improper profit will be firmly cracked down by the platform. For user accounts with malicious after-sales behaviors, the platform has the right to reject all refund applications, limit account shopping permissions, and permanently ban abnormal accounts to maintain a good global shopping environment. All refund rejection rules are based on objective and fair platform operation specifications, which effectively protect the legitimate rights and interests of most regular users and standardize the shopping behaviors of global users.