Returns & refunds
Buyer protection, stated honestly: what we can promise today, what we check, and how a claim is resolved.
What we can promise today
If the supplier is out of stock, or the price changed before we buy, we tell you before spending more than your advance — and in that case your advance is refunded. Every product is QC-checked and photographed in China before it ships, so we can compare what you received with what left China.
1. Tell us as soon as you see the problem
Message support on chat, or open the order in Orders and write to us from there. Tell us your order number and what is wrong.
2. Send photos of what arrived
Take clear photos of the parcel and the product — the outside of the parcel, the product itself, and any damage. Photos are how we prove what happened, to the supplier and to the courier. Without photos we cannot check a damage claim.
3. We check, then tell you what happens next
We check your photos against the QC photos taken in China, and with the courier if the parcel was lost or damaged on the way. Then we arrange your free replacement — or your full refund if replacement is impossible — within 7–14 days. We do not decide before checking — the check is what makes the decision fair.
What happens for a damaged, wrong or lost item
Free replacement first — if replacement is impossible, a full refund of the advance you paid. Claim within 7 days of delivery with photo proof, and we resolve it within 7–14 days. Refunds go to your wallet balance by default.
Questions about a return? Contact support — open 9am–11pm, every day.