Refund and Exchange Policy

1. Scope of Application

This policy applies to orders for physical goods placed through this site and for which payment has been completed.

"Placement, lighting, and recording" are performance acts incidental to the goods, are not separately priced, and are not separately refunded; if the goods are returned under this policy, the relevant records will be marked as invalid.

2. Seven-Day Inspection Period

Customers in Taiwan: Under Article 19 of the Consumer Protection Act, distance transactions enjoy the right to unconditionally rescind the contract within seven days from receipt of the goods, without stating a reason and without bearing any fees (return shipping fees shall be handled separately under Section 6).

Customers in Singapore and Malaysia: Local laws do not mandate a cooling-off period for distance transactions; this service voluntarily provides the same seven-day return right.

The seven-day period is calculated from the day after you receive the goods; if the seventh day falls on a public holiday, it shall be extended to the next working day.

3. Return Process

• Please submit your request by Email ([email protected]) within the period, including the order number and photos of the goods.
• We will reply with the return address and shipping method after receiving your notice.
• The goods must remain intact (including the goods themselves, the numbered card, and the packaging), without human damage or missing parts.
• After the returned goods are confirmed, we will process the refund in accordance with Section 5.

4. Exchanges

If the goods are defective, incorrectly shipped, or damaged in transit, please submit a request within seven days after receipt; we will bear the round-trip shipping costs and replace the goods with the same model.

If the same model is out of stock, you may choose to exchange for other goods of equal value or receive a full refund.

5. Refund Methods and Timeline

• Refunds will be made to the original payment method (e.g., PayPal) or another method agreed upon by both parties.
• We will process the refund within 7 working days after receiving the returned goods and confirming their condition; the actual crediting time depends on the operations of the payment service provider.
• The refund amount is the price of the goods; whether the original order's shipping fee is refunded depends on the reason for the return (full refund for defects or incorrect shipment; for returns without reason, only the goods amount is refunded).

6. Shipping Costs for Cross-Border Returns

The goods are shipped from mainland China. When customers in Taiwan, Singapore, and Malaysia return goods, they must send the goods back to the designated address in mainland China; cross-border shipping costs shall in principle be borne by the buyer.

If the reason for return is defective goods, incorrect shipment, or damage in transit, the cross-border round-trip shipping costs shall be borne by this service.

If the cost of a cross-border return exceeds the price of the goods, both parties may negotiate a partial refund in lieu of returning the goods to avoid unnecessary shipping losses.

7. Gifts and Promotions

When returning goods, any gifts and threshold-based promotional benefits provided with the goods shall be returned together; if not returned, we may deduct the value of the gifts from the refund amount.

8. Circumstances Under Which Returns or Exchanges Cannot Be Accepted

• The seven-day inspection period has expired (for customers in Taiwan, handled in accordance with the Consumer Protection Act).
• The goods have been used, washed, damaged, have missing parts, or have been deformed by human action.
• Customized goods (e.g., specified engraving, specified dimensions)—such goods will be separately notified and your consent obtained at the time of order.
• The numbered card is lost and the order cannot be verified.
• Costs incurred due to the parcel being returned because of failure to complete real-name verification, an incorrect address, or refusal to accept delivery.

9. Handling of Discrepancies with Records

If the numbered card you receive does not match the order number, or the timestamp of the on-site image does not match the placement date, please contact us; after confirmation, a full refund (including shipping fees) will be made, and you do not need to return the goods.