Refund policy

Refund policy

1. General Return & Refund Eligibility

We offer a 15-day return and refund window for all eligible products, counting from the date customers receive the order. To qualify for a refund or exchange, all returned items must be unused, unwashed, undamaged, and intact with all original packaging, tags, labels, and accessories. Used, worn, altered, or missing-package products will not be approved for refund or return.
Customers who request returns due to personal reasons (dislike, wrong size, unnecessary purchase, etc.) shall bear the return shipping fees. The original shipping fee of the order is non-refundable.

2. Defective, Damaged or Wrong Items

If you receive defective, damaged, incorrect items or missing accessories, please contact our customer service team via【smartnexus789@gmail.com】within 7 calendar days after delivery. Please provide your order number, product photos and video proof of the problem.
After verification, we will provide free solutions including full refund, free replacement or partial refund. We will cover the return shipping cost for quality problems or our shipping errors.

3. Non-Refundable Items & Final Sale

The following categories are final sale and cannot be returned or refunded:
  • Clearance, discounted, flash sale products
  • Personal hygiene products, customized/personalized products
  • Products damaged due to improper use, human error or private modification
  • Return applications exceeding the 15-day return window
  • Custom-made, personalized, engraved, tailor-made items

4. Return Processing Procedure

Step 1: Submit a return request via store email or customer service within the valid period.
Step 2: Wait for our official return approval and return shipping instructions (we will reply within 24-48 working hours).
Step 3: Send back the goods according to the specified address, and keep the return tracking number.
Step 4: After we receive and inspect the returned items, we will process your refund within 5-10 business days.

5. Refund Method & Arrival Time

All approved refunds will be returned to the original payment method you used for checkout (PayPal, credit card, etc.). The bank processing time is beyond our control, and it usually takes 3-7 additional business days to reflect in your account balance.
No cash refunds will be provided. Store credit is available as an optional refund method upon customer request.

6. Restocking Fee (Optional)

A restocking fee of【0/10%】will be deducted from the refund amount for returned items with incomplete packaging or non-quality related returns (delete this sentence if no restocking fee).

7. Order Cancellation Policy

Customers can cancel orders for free within 24 hours of payment. Once the order is shipped, cancellation requests will be regarded as return applications, and relevant return rules will apply.

8. Contact Us

If you have any questions about refund and return policies, please contact us at:【smartnexus789@gmail.com】