We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.
Please review the following policies carefully.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return,
1. You should contact us first by email.
2. Please provide a brief text description, including a photo or video regarding the product damage.
3. Include in the email: Name, Date and the contents.
Please note that the return shipping cost is on your behalf.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 10 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 10 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 10 business days have passed since we’ve approved your return, please contact us.
Other Refund Scenarios
1. Orders Delayed
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from our warehouse. Following countries and shipping methods may be different:
A. For orders shipped to the USA, it will be counted 45 days after orders departed from our warehouse.
B. For Brazil, it is after 110 days counting from the date that order departed from our warehouse due to the strict customs clearance at Brazil.
C. For China Post Registered Air Mail and CJ liquid line to all counties, We will deal with your dispute for delayed orders after 100 days counting from the date that order departed from our warehouse.
D. For some special shipping methods, We cannot deal with your disputes. (See the following important interpretation)
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.
Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, We will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.
2. Orders not received
We will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If Your clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, Your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, We will not take the responsibility if products have been lost.
b. If the logistics company provides return service to us, We will put the products in your private inventory and will not refund them when we receive the returned items.
c. We cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
3. Product Damaged
We offers a full refund or a replacement if packages arrived are badly damaged.
We offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, We cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary products, Your clients shall complain or open a dispute with you within 5 days after packages are delivered.
d. For electronic products, Your clients shall complain or open a dispute to you within 10 days after packages are delivered.
e. For service products, We refunds you the cost of the product which is the price in the current market. If you have quality inspection service. Otherwise, we will not take any responsibility for them. (See the following important interpretation > Service products in chapter 6.
4. Incorrect or Missing Products.
We has a strict quality control process before products are dispatched. We will deal with incorrect or missing products as follows:
a. For incorrect products, We will offer a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., We offer a refund or resend if you provide a screenshot of your receipt and received product. The email should also include name, content and date.
c. For parts missing which doesn’t affect product function, We may refund partially or resend the missing part; for parts missing which affect product function, We will resend the product only.
d. For accessories, We will resend the accessories.
For size problem, We will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.
5. Order cancellation.
For orders cancellation, We offer a full refund before products are processed by warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, private inventory orders cannot be canceled as it is special products and only available for you.
c. After payment, video and photo orders cannot be canceled as CJ has planned and prepared for you after payment.
1. Deadline of Opening Dispute.
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
2. Force Majeure.
We takes no responsibility for any product damaged or shipping delay caused by the act of natural disaster, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, We will notify you by email if this is the case.
3. Shipping Method Limits.
Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. CJ lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL、Electric PostNL、CJPacket Eub、CJPacket Global Economy、CJPacket Postal Route、CJPacket Postal、CJPacket Railway Economy、CJ packet postal Route;
When choosing certain shipping methods, the remote addresses will be charged additional cost.
4. Destination Limits.
Due to limited international transportation, We will not accept any disputes when your orders are shipped to the following countries:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
Products can be returned to our warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 2-3 months to arrive at our Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
a. If you indeed want your buyer to return the products, please follow the required steps.
b. Please return products within 10 days after receiving products and make sure you are following the required steps.
6. Service Products.
Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, We may not refund the product cost.
b. Any disputes arising from bad quality, We may not accept as the supplier is not from us.
c. For service products without our quality checking inspection, We may not accept the disputes.
7. Unacceptable Disputes.
We always try to offer the best service. If you have any other questions, please feel free to contact us .