Return Period & How to Begin a Return
Each item is covered by a standard 30-day return period, counted from the actual delivery date of that specific item as shown on the carrier’s official tracking page, not from the delivery date of the order as a whole. If the tracking record shows that more than 30 days have passed since the item was delivered when the return request is submitted, we are unable to accept the return.
After reviewing your case, we will explain the available solutions and provide a return authorization together with the correct return address. Please do not ship any item until you have received our authorization, and do not send returns to the address listed on our website or on the original shipping label, because those addresses are not valid return centers. Returns sent without authorization will not be accepted and may impact your eligibility for a refund.
If you are not sure whether your order or product can be returned or replaced, please contact us first. Our team will be happy to review the situation and recommend the most appropriate solution.
1. Shipping Damage
If your item is delivered in damaged condition, we will work with you to resolve it properly.
Time limit for submission: please contact us within 7 days from the delivery date shown in the carrier’s tracking information. This helps us submit claims with the carrier and provide the most suitable solution.
What you need to do:
• Provide your order number and a concise explanation of the issue.
• Upload clear photos or videos that show the damage and the condition of the outer packaging.
• Keep all original packaging so we can verify the issue and, if necessary, arrange safe return shipping.
• If multiple products are damaged, please provide either one group photo showing all affected items or one video that clearly shows every problem.
What we may offer, depending on the case:
• Free replacement of damaged parts, and/or
• Free shipment of a new product, and/or
• Free replacement with another product of similar value, according to your preference, and/or
• A refund.
Our customer service team will review the details with you and recommend the most suitable option so that you can choose the one that works best for you.
Your cost: 0
Please do not arrange any repairs without our authorization.
If you use a repair service on your own before obtaining our written approval, we cannot reimburse those repair expenses.
2. Incorrect Item Sent
Time limit for submission: please contact us within 7 days from the delivery date shown in the carrier’s tracking information.
What you need to do:
• Provide your order number and a brief explanation of the issue.
• Upload clear photos or videos showing the incorrect item and the condition of the outer packaging.
• Upload clear photos of every label on the outer cartons.
• Keep all original packaging so we can verify the issue.
What we may offer:
• Free shipment of the correct parts, and/or
• Free shipment of the correct product, and/or
• Free replacement with another product of similar value, according to your preference, and/or
• Arrangement of a free carrier pick-up for the incorrect item, and/or
• A refund.
We will discuss these options with you so that you can select the most convenient solution.
How the incorrect item should be handled:
Once our customer service team has reviewed and confirmed the case, we will tell you whether the incorrect item may be discarded, kept, or must be kept temporarily until the carrier picks it up. Please do not dispose of the incorrect item before the verification process is finished, because this may affect the final refund amount.
Your cost: 0
3. Missing Parts / Items
Time limit for submission: please contact us within 7 days from the delivery date shown in the carrier’s tracking information.
What you need to do:
• Provide your order number and a brief description of the missing item or items.
• Upload clear photos or videos showing the contents of the package and the condition of the outer packaging.
• Keep all original packaging so we can verify the issue.
• If parts or accessories are missing, please remove all parts and place them flat in a single photo, following our example diagram, and also provide photos of the outer carton and shipping label. This helps us determine exactly which parts are missing.
What we may offer:
• Free shipment of the missing parts, and/or
• Free shipment of the correct product, and/or
• Free replacement with another product of similar value, according to your preference, and/or
• A refund.
Your cost: 0
4. Problems Caused by Incorrect Address Information
Time limit for submission: no specific deadline applies.
If delivery fails because of information provided by the customer, for example an incorrect or incomplete address, a missed appointment, or the carrier being unable to contact you, the parcel may be returned to our warehouse.
What you need to do:
After the package has been returned, please contact our customer service team to arrange either reshipment to a corrected address or a refund once the returned goods have been received and inspected.
What we offer:
Help with arranging reshipment or processing a refund for the returned item or items.
Please note:
• To support the smooth and efficient operation of our warehouse, returned parcels can only be stored free of charge for a limited period of up to 14 days. After that free storage period ends, additional storage charges may apply. The daily storage fee depends on the size of the package. If delivery fails because of address or contact issues connected to the information provided, any extra long-term storage fees may be charged to the customer.
• If the returned goods are not re-shipped to you or collected from the warehouse within 30 days after notification, the warehouse may dispose of the items without prior notice. In that situation, the goods will automatically be considered abandoned and no refund will be issued.
• For large products shipped by LTL freight, the carrier will contact you before delivery to arrange an appointment. We kindly ask that you remain in close contact with the carrier on the scheduled delivery day. This helps the delivery proceed smoothly and on time and helps prevent delays. If you miss the scheduled delivery appointment, a re-delivery charge will apply. If this is the first missed appointment, the fee may be as much as 20% of the original order amount. If the appointment is missed for a second time or more, the re-delivery fee will be based on the actual cost incurred.
Your cost:
• Redelivery or reshipment charges.
• Any additional storage charges for prolonged storage at the warehouse.
• For a first-time re-delivery caused by a missed appointment or address error, up to 20% of the order total may be charged. If the re-delivery fee plus storage fee is less than 20% of the order total, only the actual cost incurred will be charged. If a missed-appointment re-delivery or address-error re-delivery occurs for a second time or more, both the re-delivery fee and the storage fee will be charged according to the actual cost incurred.
5. Change of Mind / Not Satisfied (Non-Quality-Related Returns)
We understand that a product may occasionally be different from what you expected. In these situations, our team will do its best to help you find a suitable solution.
Time limit for submission: within 30 days from the delivery date shown in the carrier’s tracking information.
What you need to do:
• Make sure the item is unused, unassembled, and still in brand-new condition.
• Packaging: Whenever possible, we recommend returning the item in its original packaging to reduce the risk of damage during transit. If the original packaging is unavailable, please ensure the item is securely packed in appropriate packaging.
• Provide your order number and a brief reason for the return.
• Optional: To speed up handling, you may include photos showing the condition of the item. If the parcel has not been opened, photos of the outer carton are sufficient.
• If the box has been opened but the product has not been removed, please keep the product inside the box and take photos of the inside.
• If the product has been taken out of the box, please provide clear full-view photos or videos of the entire product.
What we offer:
After we receive and inspect your returned item, we will issue a refund or arrange an exchange based on your preference. We will reimburse all payments received from you, including the original delivery charges, except for any supplementary costs if you selected a type of delivery other than the least expensive standard delivery offered by us.
Your Costs and Responsibilities:
• Return shipping: For non-quality-related returns, such as returns based on a change of mind, you are responsible for the direct cost of sending the goods back.
• Item condition: You are liable only for any loss in the goods’ value resulting from handling beyond what is necessary to determine the nature, characteristics, and functioning of the goods.
• Items that cannot be returned: Custom-made or made-to-order items.
Please inspect your items carefully before assembly. Although returns are accepted for items assembled only for the purpose of checking quality, we reserve the right to deduct a restocking fee for diminished value if the item is returned damaged, incomplete, or in a condition that is not suitable for resale because of the assembly or installation process.
Frequently Asked Questions (FAQ)
1. When will my refund be received?
Once you qualify for a refund, we will process it within 2 to 4 business days using the payment method originally used, and we will notify you by email as soon as possible. We appreciate your patience during this process. If you have any questions or concerns, please contact us.
• PayPal payments: In most cases, PayPal shows the refund in your account shortly after we complete processing.
• Credit cards (including Apple Pay, Google Pay, Airwallex): Your bank or card issuer may need extra time to post the refund to your statement. The exact timing depends on the issuer’s processing speed. It may take one billing cycle for the refund to appear on your credit card statement. During the return process, please avoid filing a chargeback with your card company, as this may delay the refund process. If you notice an unusual delay, please contact us for assistance.
• Bank transfer (wire transfer): If the original payment was made by bank transfer, you may choose to receive the refund either through a PayPal account or back to your bank account. For a refund to a bank account, we will need the required bank details before processing can begin. Once we receive your bank details, the refund will be processed immediately. Please pay attention to messages from our customer service team and provide your bank information promptly to avoid delays.
2. What happens if I miss the 7-day or 30-day deadline?
If you contact us after the standard 7-day period for damage, incorrect items, or missing parts, or after the 30-day period for a change-of-mind return, the solutions available may be more limited. Even so, you are still welcome to contact us and we will do our best to help. Depending on the actual circumstances, we may still be able to provide advice, replacement parts, or other conditional solutions.
