The original shipping fee is non-refundable

Last Updated: January 1, 2025

Original Shipping Fees and Detailed Claim Process for Damaged/Defective Items

Please be advised that the original shipping fee paid on your order is non-refundable in most return scenarios. This fee covers the cost of the shipping service provided by the carrier to deliver the products to your specified address, and this service is considered rendered once the package has been dispatched from our facility.

Typically, if you return an item for reasons unrelated to a confirmed defect or error on our part (e.g., changing your mind, ordering the wrong size/color, the item not meeting your subjective expectations, incompatibility issues not stated on the product page, or if the damage occurred after successful delivery), the original shipping fee will not be included in your refund amount.

Detailed Process for Claims of Damaged or Defective Items Received & Verification:

We only refund the original shipping fee in cases where the return is a direct result of our error or a confirmed product defect/damage that occurred before or during transit and is reported immediately upon arrival. To maintain integrity, ensure fairness, and prevent fraudulent or malicious claims leading to secondary losses, we have a mandatory and rigorous verification process for all such claims:

1. Strict Internal Quality Control & Shipping Monitoring: We operate under a strict internal quality control protocol. Products undergo thorough inspection and are confirmed to be in perfect, undamaged working condition immediately before packaging. We utilize a full process shipping monitoring system that may include photography or video recording of items during the packing stage and prior to handover to the carrier. These records serve as proof of the product’s condition upon leaving our facility.

2. Immediate Reporting Requirement: If you discover a product is damaged or defective upon delivery, you must notify us within forty-eight (48) hours of the documented delivery time. Claims reported outside this strict timeframe may be automatically denied as it becomes significantly more difficult to ascertain responsibility for the damage.

3. Mandatory & Specific Evidence Submission: Your notification must be accompanied by clear, high-resolution, and sufficient evidence demonstrating the issue. To be considered valid, this evidence minimally must include:

   • Clear, unobstructed photos of the exterior packaging from multiple angles upon arrival, especially highlighting any signs of transit damage to the box or mailer.
   • Clear photos of the interior packaging and protective materials as the package was first opened.
   • Clear, detailed photos or a short, continuous video conclusively showing the specific damage or defect on the product itself.
   • Photos demonstrating all contents received in the package.
   • A photo of the shipping label attached to the package. Failure to provide all requested evidence, or submission of unclear, edited, or insufficient evidence, will result in the denial of your claim without further review.

4. Rigorous Verification and Inspection: Upon receiving your timely notification and all required evidence, our specialized claims review team will carefully and thoroughly assess the provided information. This assessment includes cross-referencing your evidence with our internal pre-shipment inspection records, shipping monitoring data, and carrier reports (if applicable). We reserve the right to require you to return the item to us for physical inspection by our technical team or the manufacturer (you will initially be responsible for covering the return shipping cost; this cost will be refunded if your claim is fully validated after inspection).

5. Outcome of Claim Verification:

   • If, after our rigorous review of all submitted evidence and potentially the returned item, the damage or defect is clearly confirmed, is consistent with transit damage or a manufacturing fault, and all reporting/evidence requirements were met, we will approve the claim. The resolution (refund, replacement, etc.) will then proceed, including the refund of the original shipping fee and, if applicable and validated, the return shipping cost.
   • If the evidence is insufficient, inconsistent with the reported issue or typical transit damage, suggests prior use before the claimed issue, or if the damage is determined, based on our inspection and evidence review, to be the result of post-delivery handling, misuse, neglect, or intentional customer action, your claim will be denied.

   Strict Policy Against Intentional Damage and Fraudulent Claims: Please be explicitly aware that any damage to a product determined, upon our detailed inspection and verification process, to have been caused by intentional misuse, deliberate harm, or any form of fraudulent action on the part of the customer (including submitting false claims or falsified evidence) will result in immediate denial of the claim and will not be eligible for return, refund, after-sales service, or compensation under any circumstances. Furthermore, engaging in such fraudulent activity may lead to consequences including, but not limited to, account suspension or termination and limitations on future purchases.

We implement this detailed and stringent process to protect the integrity of our business operations, ensure fairness to all our customers, and prevent secondary losses caused by fraudulent activities. We greatly appreciate your understanding and full cooperation with these procedures when submitting a damage or defect claim.