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Refund & Exchange

We always hope that you are 100% completely satisfied with your item. However if for any reason you are not completely happy with your item please contact us via our contact form so that we may discuss the options available.

Our return & exchanges policy are as follows:

  1. If you change your mind within 24 hours from the time of your purchase and would like to cancel your purchase, we will immediately refund your payment.  However, there will be some deduction charges  for refund admin processing fee. If you use direct bank transfer or crypto currency for payment, then we will only deduct 5%. If you use PayPal / Credit Card when you made purchase, then we will deduct 10% for refund admin processing fee.

     

  2. If you change your mind after 24 hours from the time of your purchase, this means we already started processing your order in our warehouse, and you would like to cancel your purchase, we cannot refund all your payment because there will be order handling fee to cover our cost in packaging expenses such as the cardboard box, bubble wrap, duct tape, etc).   Here are the terms:

     

    a.    If the products still in our warehouse and has not been shipped out yet, and you paid using direct bank transfer or crypto currency when you purchased our products, then we will deduct your payment in total 15% fee which consist of 5% refund admin processing fee by the bank or crypto payment exchange and 10% order handling fee.

    b. If the products still in our warehouse and has not been shipped out yet, and you paid using PayPal / Credit Card when you purchased our products, then we will deduct your payment in total 20% fee which consists of 10% refund admin processing fee and 10% order handling fee.

    c. If the products already shipped out from our warehouse, and you paid using direct bank transfer or crypto currency, then we will deduct refund admin processing fee (5%) and order handling fee (10%) in total 15% + shipping cost. We will refund 85% of your payment to us, excluding the shipping cost you paid when you made your purchase.  If you purchased our product with free shipping, then we will calculate the shipping cost as 30% from your total payment. Before we can refund that amount, we need to receive the products back at our warehouse for returned item depending on the item your purchase, you may return the item to our warehouse either in US, Europe, Australia, China or Indonesia in good condition as per when we shipped out those to you, then we will refund that amount on average within 5 business days (in some cases may take longer time).  You will need to return the product to us at your own cost.  Please contact us to confirm the location of our return warehouse for the item you have purchased.

    d. If the products already shipped out from our warehouse, and you paid using PayPal / credit card, then we will deduct refund admin processing fee (10%) and order handling fee (10%) in total of 20% + shipping cost. We will refund 80% of your payment to us, excluding the shipping cost you paid when you made your purchase.  If you purchased our product with free shipping, then we will calculate the shipping cost as 30% from your total payment. Before we can refund that amount, we need to receive the products back at our warehouse for returned item depending on the item your purchase, you may return the item to our warehouse either in US, Europe, Australia, China or Indonesia in good condition as per when we shipped out those to you, then we will refund that amount on average within 5 business days (in some cases may take longer time).  You will need to return the product to us at your own cost.  Please contact us to confirm the location of our return warehouse for the item you have purchased.

    e. Please understand that payment allocated as shipping cost to the shipping company will not be able to be refunded once we ship your order.

     

3. If you receive the item in broken conditions, please do not feel worried and just informed us about this within 7 days (if you paid using PayPal / credit card) or 14 days (if you paid using direct bank transfer or crypto currency) after you received the goods. Please send a proof of front part of box which have shipping label and photo showing the broken item sent to us. Once everything verified, then we will send a replacement of the same item with no additional fee.

4. If you are not satisfied with the products and would like to exchange the item or refund your payment, then we provide maximum 7 days (if you paid using PayPal) or 14 days (if you paid using direct bank transfer or crypto currency) from the received date. Once it is beyond given time frame above, we will not accept any request for return / exchange.  In an exceedingly rare case, if there is additional delay in delivery time (during Christmas and New Year time, and Chinese New Year Holiday), we will help you track down your package and please contact us to discuss further options.

5. We will not have any control once the item is being shipped. We are depending on the 3rd party shipping company.  The longest processing time usually happens at the destination customs.

6. For some items we may apply surcharge/convenience fee/payment processing fee upon ordering in our store.  This fee is non-refundable and will be stated at the checkout process before payment is made/completed.

7. Please note that we will not accept any return/exchange request if you complaint via social media.

DISPUTES

We understand that people can change their mind after placing order in our store.  We have a clear refund, return and exchange policy.  By placing order in our store, we have recorded in our system that all customers should have accepted our terms of services before moving on to the payment process. 

Over the years we have kept our refund rate below 2%, and we always honour our own terms of services policy, we do hope that you also commit to our terms of services once you have accepted our terms of services before placing order and making payment for your order.

You could submit a dispute via your financial institution/credit card issuer/payment processor, but this will take a long time (on average 30 ‚Äď 45 days) and there is chance that you will lose the dispute and will not get your payment back at all, since we have a complete documentation of your order in our system.

If you are not happy with your purchase in our store and have any complaint or would like to request for a refund, please do talk to us first.  We will do our best to resolve your issue.

 

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