Cart is empty Return & Refund Policy
Effective date: May 18, 2026
You have 30 days from the date of dispatch to return an item for an exchange or a refund. Please note you have 14 days to exchange or return discounted or sale items.
If you are unhappy with your purchase, please contact us at [email protected], call +86 13859462459, or use our Contact Us page. Requests made after the applicable return window will not be accepted.
Please note: Returned items must be in unused condition, free from damage caused by improper use or handling, and returned in their original packaging where possible.
Summary for Shoppers
- Return window: 30 days from dispatch (14 days for sale/discounted items).
- Refund method: Approved refunds are issued to the original payment method used at checkout.
- Restocking fee: We do not charge a restocking fee on eligible returns.
- Return authorization: Contact us before sending items back so we can provide return instructions.
Return & Exchange Eligibility
- A product will only be accepted for exchange or refund if it is returned unused, undamaged, and in new/resalable condition.
- All items must be returned in the same condition as when received, with receipt or proof of purchase.
- When returning or exchanging items, customers should use a shipping method that provides tracking information.
- Items returned without prior authorization may not be accepted.
Non-Returnable Items
- Items that have been used, installed, planted, or damaged by the customer.
- Customized, made-to-order, or clearly personalized products.
- If an item has been engraved or specially customized, we are unable to offer an exchange or provide a full refund. We will, however, offer a 50% refund where applicable.
- Clearance items, final sale items, or gift cards are non-refundable unless required by law.
Return Shipping Costs
Return shipping costs depend on the reason for the return:
- Our error or defective item: We will provide return instructions and, where applicable, cover reasonable return shipping costs for approved claims.
- Change of mind or buyer’s reason: Customers are generally responsible for return shipping costs unless otherwise stated in our return authorization email.
- Refund deduction: Unless we state otherwise, any customer-paid return shipping costs may be deducted from your refund amount.
Refund Method & Timing
Approved refunds are processed to the original payment method used for the order. We cannot refund to a different card or third-party account unless required by law or agreed in writing.
After we receive and inspect your return, refunds are usually initiated within 48 hours. Depending on your bank or payment provider, funds may take an additional 5–7 business days to appear in your account.
Exchanges & Returns FAQ
What do I do if I have lost my invoice?
Don’t worry—if you lose your invoice you can still return your item. Package the item you want to return and include your details and your order number (found in our emails or in Order History in your online account). Let us know whether you would like an exchange or a refund.
How long does it take to process a return?
From receipt of your parcel we aim to process your return as quickly as possible—usually within 48 hours. At busy periods of the year, please allow up to seven working days for your return to be processed.
Can I exchange for a more expensive item?
Yes. If the replacement item is more expensive than the returned item, we will contact you for payment of the difference.
What happens if the item I want in exchange is out of stock?
If we do not have the item you want in exchange in stock, you will be contacted by our customer services team within 30 days and offered an alternative item or a full refund.
How long will I have to wait for a refund?
We will process your refund as soon as possible, usually within 48 hours of receipt. We will send you an email to confirm we have received the item and are processing it. A refund will normally take around five to seven working days to appear in your account, depending on your bank or payment provider.
Faulty or Damaged Items
Goods are classed as faulty if they are received damaged, or where a manufacturing fault occurs within 30 days of purchase. Please note that items damaged as a result of wear and tear, improper installation, or normal outdoor use are not considered faulty.
If you believe your item is faulty, please contact us at [email protected] with your order number and photos or videos of the issue. We will advise on how to return the item for a repair, replacement, or refund if returned within the applicable warranty period.
Cancelling or Changing an Order
Please check and place your orders carefully, as we cannot always make changes once an order has been received. If you would like to add products to your order, please place a new order.
If you need to change your delivery address, remove items from your order, or cancel the order, please contact our customer services team as soon as possible at [email protected].
Before shipping: If your payment has been processed but your order has not yet shipped, we may be able to cancel and issue a full refund. Please note there may be a delay between physical shipment and the system sending a shipping notification.
Consumer Contracts Regulations (UK & EU Customers)
If you are a consumer in the United Kingdom or European Union, you may have a statutory right to cancel your online order within 14 days of receiving the goods, subject to applicable exceptions.
Where the statutory right applies, we will refund payments received from you, including standard outbound delivery charges, within 14 days of receiving your returned goods or proof of return shipment, using the same payment method unless you agree otherwise.
Your right to return products does not apply to goods made to your specification (special orders), that have been clearly personalised or engraved, or which by reason of their nature cannot be returned once opened, used, or installed where hygiene or safety would be affected.
General Return Process
1) Initiate a Return
Email [email protected] with your order number and photos or videos of the item(s). We will review your request and determine eligibility within 2 business days.
Important: Please do not return any items before receiving our confirmation email and return instructions, as unauthorized returns may not be processed.
2) Return Authorization & Shipping
If approved, we will provide return instructions by email. Please return items using a tracked shipping method and retain your proof of shipment.
3) Refunds or Exchanges
Your returned item(s) will be inspected after receipt. Depending on the results, we will either issue a refund to the original payment method or send a replacement as requested.
Troubleshooting Refunds
If you do not receive your refund within the specified time, please check your bank account again and contact your card issuer or bank. If the issue persists, reach out to us at [email protected].
Policy Updates
We reserve the right to update or modify this Return & Refund Policy at any time. The latest version will always be available on this page.
Contact
For any questions about returns or exchanges, please contact us:
Email: [email protected]
Phone: +86 13859462459
Hours: Mon–Fri 9am – 6pm UTC+8
XC Garden
Units 1-2, Entrance 8, Building 1, Jinxiu Shijia Zone C, at the intersection of Xinhui Road and Guangming Street, Dehui, Changchun, 130000, Jilin, China
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