This returns policy applies to all products purchased from our mall (hereinafter referred to as “we”), including but not limited to skincare products, personal care products, and maternal & infant products. It excludes customized products and special items that would affect secondary sales after opening (see product detail pages for specific exclusions).
You must submit a return request within 30 calendar days of receiving your product. Failure to do so within this period will be deemed an automatic waiver of your right to return, and we reserve the right to refuse your return application.
2. Return Conditions
The product must be unopened, unused, and in intact original packaging. All product labels, tags, and accessories (e.g., instruction manuals, gifts, anti-counterfeiting labels) must be complete, with no damage, stains, or deformation.
If you request a return due to product quality issues (e.g., liquid leakage, expiration, product damage caused by broken packaging), the “unopened” restriction does not apply. However, you must provide clear photos or videos of the issue to help us verify the situation.
Returns will NOT be accepted under the following circumstances: (1) Products that have been opened, used, or have damaged packaging/missing accessories (which would affect secondary sales); (2) Products damaged or deteriorated due to improper personal use or storage; (3) Customized products (e.g., engraved items, products made to exclusive specifications) with no quality defects; (4) Non-sellable items such as gifts or trial samples (unless returned together with the main product, which must meet return conditions).
3. Return Process
Submit a Request: You may initiate a return in one of the following ways: ① Log in to your mall account, find the relevant order in “My Orders”, click “Apply for Return”, fill in the reason for return, and upload photos of the product’s condition; ② Contact online customer service or call our customer service hotline, provide your order number, product name, and return needs, and our customer service team will assist with submitting the request.
Review & Confirmation: We will complete the review of your return request within 1-3 business days of receipt. The review result will be notified to you via SMS or email. If approved, we will provide the return address, logistics requirements, and a return reference number (please mark this number on the package to avoid identification issues).
Ship the Product Back: You must ship the product back to the provided address in accordance with our logistics requirements within 7 calendar days of receiving return approval. We recommend using a courier service with trackable logistics (e.g., SF Express, ZTO Express) and keeping the tracking number for reference.
Inspection & Refund: Upon receiving the returned product, we will inspect it within 3-5 business days. If the product meets return conditions, we will initiate the refund process immediately. If it fails to meet conditions, we will inform you of the reason via customer service and ship the product back to you (you will bear the shipping cost for this return).
4. Refund Instructions
The refund method will match your original payment method:
If you paid via WeChat/Alipay, the refund will be credited back to your original payment account within 1-3 business days;
If you paid via bank card, the refund will arrive within 3-7 business days (actual arrival time depends on the bank’s processing speed);
If you used a “Buy Now Pay Later” service (e.g., Klarna), the refund will be processed in accordance with the platform’s rules.
Shipping Cost Responsibility: (1) For returns caused by product quality issues, logistics damage, or incorrect shipping by us, we will bear all round-trip shipping costs; (2) For returns due to personal reasons (e.g., “dislike” or “no longer want” with no quality issues), you will bear the cost of shipping the product back to us. We will only refund the actual amount paid for the product (excluding shipping fees from the original order).
5. Special Notes
If the product you received does not match your order details (e.g., wrong model, color, or quantity), please contact customer service within 7 calendar days of receipt. We will prioritize arranging a reissue or exchange for you. If you choose to return the product instead, it will be handled under the “return for quality issues” rule (we will bear the shipping cost).
Seasonal products (e.g., sunscreen, winter moisturizers) follow the same return period as regular products. However, natural wear and tear caused by seasonal changes (e.g., slight melting of summer skincare products due to high temperatures, which does not affect use) is not considered a quality issue and will not qualify for a return.
