You may cancel your order before it has been shipped for a full refund. Once your order has entered the shipping process, cancellation is no longer possible, and standard return procedures will apply. To cancel an order, please contact our customer service team immediately after placing your order. Refunds for canceled orders will be processed within 3-5 business days and credited back to your original payment method. Please note that processing times may vary depending on your financial institution.
We accept returns within 30 days of the original purchase date. To be eligible for a return, items must be unused, in their original packaging, and accompanied by a valid proof of purchase (receipt or order confirmation). Returned items that show signs of wear, damage, or are missing original tags/packaging may be subject to a restocking fee or refusal. To initiate a return, please contact our customer service team to obtain a Return Merchandise Authorization (RMA) number. Returns without an RMA number may experience processing delays.
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of returned items.
Once your return is received and inspected, we will send you an email notification regarding the approval or rejection of your refund. If approved, your refund will be processed within 7-10 business days, and a credit will automatically be applied to your original payment method. The exact timing of the refund appearing in your account depends on your payment provider's policies. Please note that shipping costs are non-refundable unless the return is due to our error.
For items purchased during promotional periods or using discount codes, only the actual amount paid will be refunded. Gift purchases will be refunded to the original payment method used for the purchase.
If you haven't received your refund within the specified timeframe, please first check your bank account or credit card statement again. Some financial institutions may require additional processing time before posting the refund to your account. If you still have not received your refund, please contact your bank or credit card company as they may have the refund pending on their end.
If after contacting your financial institution you still have not received your refund, please contact our customer service team with your order details and proof of return. We will investigate the matter and work with our payment processor to resolve any issues. Please allow up to 14 business days for us to complete our investigation.
If you have any questions about our Return & Refund Policy, please don't hesitate to contact us:
Company Name: xiaohenzhendhenhsznb SRL
Address: Strada Mihai Eminescu 37, 010281 Bucharest, Romania
Phone: +40 21 456 7893
Email: [email protected]
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM (EET), excluding public holidays. We strive to respond to all inquiries within 24-48 business hours.
