We offer a 7-day unconditional return policy at our global warehouses, covering reasons such as a change of mind or if the product does not meet quality expectations. Our after-sales support includes resolving issues such as damaged items, defective products, missing or incomplete shipments, lost shipments, and incorrect items. Customers who receive imperfect products have two options for initiating an after-sales request:

Direct Contact: Customers may contact our after-sales team directly via hotline, email, or phone to report the issue and request assistance.

Website Application: Within 7 days of purchase, customers can submit an after-sales request through our website. For cases involving missing parts or product damage, photo evidence is required.

For incorrect shipments, customers should contact us directly so we can arrange a replacement order for any missing parts or components. Customers will be asked to return the incorrect item to the nearest warehouse (we will provide the address). Any cost differences will be settled either through a customer payment or a refund issued by us. If the customer prefers to keep the incorrect item with a discount, they may do so, and the supplier will be compensated accordingly. For full returns and refunds, customers can arrange to send the product back, and a refund will be processed upon receipt.

FAQs

Q: Are photos required when customers apply for after-sales service?
A: Generally, customers are asked to provide photos to support after-sales requests, although there may be exceptions depending on the specific circumstances.

Q: What distinguishes a 15-day no-questions-asked return from a complaint-based return?
A: A 15-day no-questions-asked return allows customers to return products in undamaged condition, following which our warehouse will process it per our return policies. In contrast, a complaint-based return addresses issues with the product itself, and compensation options are provided according to the nature of the issue.

Q: How is an order classified as lost in transit?
A: For small parcels, there must be tracking scans with updated shipping information. If there is no tracking update for over 10 days after dispatch, it will be considered lost due to the carrier. For large LTL shipments, tracking information or a driver-signed Bill of Lading (BOL) is required; if tracking remains inactive for over 10 days post-shipment, it will also be deemed a carrier loss. For shipments within a transport network, tracking scans at transfer and unloading points are required. If there is no update for more than 10 days, the order will be considered lost by the carrier.