Return / exchange without quality issues
For Products purchased at the Website, you can apply for a return / exchange within fourteen (14) calendar days from the date of receipt of the Products (based on the date of receipt on the logistics document). Please note that only one return/exchange request can be made per each order. Unless there is product quality problem, all products are only allowed to be exchanged or returned once per each transaction.
Please note that we only accept returns / exchanges if the returned / exchanged Products meet the “Return / Exchange Conditions” and do not belong to the “Return / Exchange Exclusions”described below.
Return / exchange with quality issues
For Products with quality problems purchased at the Website, you can request a return / exchange within one month from the date of purchase. It is our policy to satisfy the“Return / Exchange Conditions”described below and the quality problems are verified by our after-sales service center. Please note:
a. Damage caused by improper use, wash or damage caused by your own alteration or other human factors will not be considered as a quality issue.
b. The size specifications of the Product shall be subject to the actual Product.
Return / Exchange conditions
a. the Products are sent back within the stated return / exchange period;
b. the Products are in original condition (for example, the Products are kept intact, unused, unwashed or unaltered, no stains or cosmetics on the products) and the conditions for re-sale of the Product has not been affected;
c. the outer package of the Product is intact (including the plastic bag or box; please do not stick any tapes or labels directly on our mask boxes, please put the mask box into another box or bag), the Product instructions, tags, labels, etc. should all be kept intact;
Return / Exchange Exclusions
a. Products not sold through the Website
b. where the Product is used, washed, processed, soiled or damaged, the logo is cut, and other merchandise not in re-sale condition;
c. where the electronic invoice or order number issued at the time of purchase is lost;
d. orders that exceed the return / exchange period;
e. other circumstances in which the consumer has no right to return / exchange according to this policy and the applicable law.
Please also note that you may process returns / exchanges online only for purchases made on the Website.
Return / Exchange process
Please contact our customer service for specific return / exchange procedures, which shall form part and parcel of these Terms and Conditions. When returning the Product please indicate the reason for the return in the delivery note for timely processing. If the delivery note is lost, please prepare a blank sheet of paper and fill in your name, order number, item number, quantity and reason. You also need to indicate the item number, size and other information related to the returned / exchanged Product(s).
The newly exchanged item will be sent to the delivery address on the original order; if there is any change in the delivery address, please let our customer service know in advance. If you request to exchange the products, your return request cannot be accepted before the exchange is completed. If you have requested an exchange for any of the products in the order, you cannot request for further exchange in the same order until the existing exchange process is completed.
Return / Exchange delivery and postage instructions
Please note that we only accept returns / exchanges by the courier we work with. Returns / exchanges from normal mail, registered mail and express delivery will not be accepted. For return / exchange without quality issues, the cost of postage is borne by you. We recommend that you insure your package for safe return to us, and you are requested to declare the full value of the shipment to the courier company so that you are completely protected if shipment is lost or damaged in transit. If you choose not to insure or declare the full value of the returned / exchanged Products, you will be responsible for any loss or damage to the Products during shipping. We are not responsible for any risk of damage to, or loss of the Products upon return.
For the returned Products, once we confirm that the return conditions and requirements are met, we will refund the actual payment within 7-10 business days after receiving the returned Product(s), but:
a. We have the right to deduct the partial refund amount if your returned Products were bought together with other Products to enjoy our threshold promotions or offers;
b. We have the rights to deduct the shipping fee from your refund amount if your returned Products were bought together with other merchandise to enjoy a free shipping promotion.
The time of receipt of the refund depends on different refund methods. The time of actual refund to your account depends on different banks or payment platform operations. It may take up to 10-15 business days. If the return does not meet the return conditions or requirements, we will contact you and return the Product(s) to you at your cost.