REFUND POLICY
This Refund Policy formulates unified and standardized refund rules, processing standards, and execution processes for all order refund applications on our global cosmetic e-commerce platform, applicable to all paid orders generated by users on the website. This policy is formulated based on the principles of fairness, transparency, and customer priority, clarifying the eligible refund scenarios, refund processing cycle, refund settlement method, and non-refundable situations, to standardize platform refund operations and protect the legitimate transaction rights and interests of all global customers.
All refund applications on the platform are settled in a unified USD currency standard, and all refund amounts are calculated and returned in US dollars according to the actual payment amount of the user’s order. The platform implements a standardized refund processing cycle, and all eligible valid refund applications will be fully processed and completed within 5-10 working days after the platform successfully verifies and confirms the user’s application qualification and relevant materials. The specific refund arrival time may be slightly affected by the user’s payment channel and bank processing efficiency, and the platform will track the refund progress throughout the whole process and provide timely feedback to users.
Eligible refund scenarios include product quality problems such as defective products, damaged packaging, incorrect product specifications, missing accessories, and inconsistent products with the platform description received by users; order abnormal problems such as repeated payment, wrong order placement, and order cancellation initiated by users before shipment; and after-sales refund applications corresponding to valid return orders after users complete the 60-day return process. For all eligible refund applications, the platform will refund the full product payment amount, and no additional handling fee, service fee, or deduction fee will be charged without special circumstances.
For refund applications generated by user-initiated order cancellation, the platform will review the order status first. For orders that have not been shipped within the 1-3 working days shipment cycle, users can apply for full order cancellation and full refund without any threshold. For orders that have been shipped and entered the logistics distribution process, users need to initiate a return application in accordance with the return policy, and the refund will be processed after the goods are returned and verified. The platform supports free global shipping for all orders, and no shipping fee deduction will be involved in all refund scenarios.
Ineligible refund scenarios include overdue refund applications exceeding the 60-day after-sales service cycle, refund applications for artificially damaged products, used products that have been opened and used without quality problems, products damaged due to improper storage and use by users, and invalid refund applications with incomplete application materials and un verifiable problem reasons. The platform will strictly review all refund applications, and for invalid refund applications, the customer service team will provide detailed rejection reasons and explain relevant policy specifications to users.
After the refund is successfully processed, the refund amount will be automatically returned to the user’s original payment account. Users can check the refund record and account arrival status through the platform personal order background and payment channel record. If the user does not receive the refund within the specified 5-10 working days, they can contact the platform customer service team in a timely manner. We will verify the refund progress, check abnormal problems, and solve refund arrival exceptions for users as soon as possible to ensure that all legitimate refund rights and interests of users are fully guaranteed.