Refund, Resend, and Returns Policy
1. Orders Delayed. Orders lacking tracking information, in transit, pending, or expired after 60 days from the departure date from our warehouse may qualify for a refund or resend. Exceptions:
- For Brazil: After 110 days from the departure date due to strict customs.
- Orders that arrive at a nearby post office due to reasons like insufficient address, unclaimed package, etc. must be claimed by customers at their local post office. We won't refund orders in such cases.
2. Orders not Received.
- We will not refund or resend orders if tracking shows they've been delivered.
- For undelivered packages, a non-delivery certification issued by the local post office with an official seal is required.
- If a package cannot be delivered due to reasons like incorrect address, unknown recipient, refusal, unclaimed package, or similar issues, and as a result, the package gets returned or discarded by the carrier, we are not able to issue a refund.
3. Products Damaged. Products arriving severely damaged qualify for a full refund or replacement. Note: Damages to packaging due to long-distance international delivery don't qualify for refunds or after-sale services.
4. Incorrect or Missing Products.
- Incorrect products qualify for a replacement.
- Minor issues like the wrong color or size that don't affect the product function may qualify for a partial refund.
- For minor missing parts, we may offer a partial refund or send the missing part; for essential missing parts, we will only resend the product.
5. Orders Cancellation. Once orders are shipped, we cannot accept cancellations, refunds, or changes.
6. Discounts and Refunds. Once an order is placed, we cannot modify it to apply discounts nor can we refund an order to allow the application of discounts.
7. Non-Claimed Packages. If a package is unclaimed by the customer and returned to us, we cannot offer a refund.
We're not responsible for damages or delays caused by uncontrollable factors, including but not limited to epidemics, international events, strikes, natural disasters, customs inspections, etc. For full shipping details, check our shipping policy.
Exceptions / Non-returnable items Hair accessories and Jewelry are non-returnable due to hygiene concerns. Sale items and gift cards are also non-returnable.
Unacceptable Disputes We won't accept disputes related to:
- Personal preferences (e.g., not liking the product).
- Incorrectly provided shipping addresses.
- Differences negotiated in advance.
- Other unreasonable reasons listed above.
If you have any questions or comments, please don't hesitate to contact us at email@example.com or click here.