Return policy
Return and Refund Policy
We are committed to ensuring that all products arrive intact and on time. However, if there are any unexpected circumstances or questions, please contact our customer service team for assistance.
Return or Exchange Due to Quality Issues
We want you to be completely satisfied with your purchase. If the problem is caused by us, you can apply for a refund or exchange in the following cases:
1. Quality issues or defects: If the product has any major quality issues or functional defects, we will provide a refund or exchange (with unedited unboxing video evidence).
2. Wrong product: If the product you received does not match your order, you can request an exchange (with evidence within 48 hours of receipt).
Non-quality exchange
If you wish to exchange an item for personal reasons (e.g., size or color does not match), please note the following:
1. Please inspect the item within 3 business days of receipt and report any damage or problems. Exchange requests will not be accepted after this period.
2. The item must be unused and in its original packaging with all accessories and tags included.
3. The customer is responsible for all shipping costs during the exchange process, including return shipping and the cost of re-shipping the item.
Exchange Process
1. Contact our customer service team via email [memoryFLX@outlook.com] with your order details.
2. Follow the instructions provided by customer service to return the item.
3. Once we confirm that the item is in good condition, we will process the exchange.
If your item is damaged within 3 days of receipt, please contact us within 3 days of receipt (with video). We will provide a solution based on the extent of the damage, such as a partial refund, replacement, or repair. For severely damaged or unusable items, we will provide a full refund, replacement, or repair. For minor damage, such as scratches or dents that do not affect the function of the product, we may provide a partial refund, but not a full refund. Minor damage that does not affect the normal use of the product is not eligible for a full refund.
If your item is damaged within 3 days of receipt, please contact us within 3 days of receipt (with video). We will provide a solution based on the extent of the damage, such as a partial refund, replacement, or repair. For severely damaged or unusable items, we will provide a full refund, replacement, or repair. For minor damage, such as scratches or dents that do not affect the function of the product, we may provide a partial refund, but not a full refund. Minor damage that does not affect the normal use of the product is not eligible for a full refund.
Rejection and Damaged Package Guide
1. Rejection and Damaged Package Policy
Damaged Package but Intact Product: If the outer packaging of your product is damaged but the product itself is intact, please do not reject the package. Please sign for the goods, take photos of the packaging, and contact our customer service team for help.
2. Rejection without prior notice
Refunds for malicious rejection of goods will not be accepted. When the express delivery arrives, if you directly refuse to accept the goods without any reason, we will not refund. Since we use international logistics, the freight is mostly higher than the price of the goods, and they need to be destroyed locally. Therefore, your refusal has caused us serious losses and we will not accept your refund application.
Non-returnable or non-refundable items
Non-returnable or non-refundable items
1. Customer-returned items: Returns due to customer error, damage, stains, missing items, or similar reasons.
2. Customized or personalized items: All customized or personalized products.
3. Products with potential shipping damage due to irreversible packaging: Products where the packaging has been altered or the product identification code/label has been lost, which may result in shipping damage.
4. Second-hand products: Any product that has been used.
5. Clearance or special discount items: All clearance and special discount products.
6. Slightly scratched items: The item has slight scratches that do not affect the function.
7. Products with small size differences: Products with size differences less than 0.5 inches.
8. Opened and used items: No returns, exchanges or refunds are allowed unless the item is defective or damaged.
Refund Policy and Additional Fees
1. If you receive a damaged item, we will assess the severity of the damage to determine if it is eligible for compensation and the amount of compensation.
1) For minor damage such as scratches or small dents, we will negotiate a refund of 2%-10% of the order value (close-up of the defective part).
2) For major damage, we will discuss with you whether to keep the item. If you choose to keep it, we will provide compensation of 50% of the order value (multi-angle high-definition photos).
3) In addition, if applicable, we may provide a replacement item free of charge.
2. The shipping costs of the original order are not refundable.
3. If you request to cancel the order after placing the order for personal reasons (such as no longer needing the product, not satisfied with the delivery time, etc.), you will be required to pay the cancellation fee:
1). If the order has been confirmed but not yet produced, a cancellation fee of 8% will be charged.
2). If the product is in production or completed but not yet shipped, the cancellation fee is 20%-50% of the order amount.
3). Once the product has been shipped or is in transit, we will charge a cancellation fee of 80%.
Important note: The product will be produced within 48 hours of the order being placed
4. If the returned product is found to be damaged when it arrives at our warehouse, we will deduct the cost of the damage from your refund.
5. If the customer provides incorrect shipping information, or the package needs to be re-sent due to the customer's behavior, any related costs will be borne by the customer.
6. If you wish to change the color, size or style of your order after production has begun, the following fees will be charged:
1). A 10% change fee will be charged before shipment.
2) After shipment has begun, a 50% change fee will be charged and the shipping cost will be borne by the customer.
Steps to initiate a return
1. Contact our customer service team [+8615360815813] to start the return process.
2. Let us know your return request, including your order details and reason for return.
3. Our customer support team will guide you through the return process and provide an address
4. Arrange to pick up your package.
5. Receive your returned item.
6. Once we confirm the request, the refund will be processed and returned to your payment account.
Please note: The refund process usually takes 7-10 business days after coordination with customer service. We kindly ask you not to initiate a refund as this will prolong the refund process. If you initiate a refund, please note that it may take 2-3 months for the credit card company to resolve the issue.
Contact for returns and refunds:
For any questions regarding returns or refunds, please contact us: [+8615360815813]