Refund policy
Return, Refund & Resend Policy
Last Updated: [20-07-2026]
This policy applies to all orders placed on [Your Store Name] (“we”, “our”, “us”) and shipped worldwide. By placing an order, you agree to these terms.
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1. General Rule – Final Sale Except for Defects
We do not accept returns or offer refunds for change of mind, buyer’s remorse, or “no longer needed”. All sales are final except in the following cases:
· The product is defective, damaged, or incorrect (see Section 2).
· The product is lost or delayed beyond the guaranteed timeframe (see Section 3).
· You are a consumer in the European Union, European Economic Area, or United Kingdom exercising your statutory right of withdrawal (see Section 4).
For any other reason (e.g., ordered wrong size/color, simply don’t like it, child placed order, delivery person did not call), we do not provide refunds or replacements. Please read all sections carefully before purchasing.
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2. Defective, Damaged, or Incorrect Product
If you receive a product that is defective, damaged, or completely wrong (different item from what you ordered), you may request a refund or free replacement by following these steps:
1. Notify us within 48 hours of delivery.
2. Provide a clear, unedited unboxing video showing the defect/damage/error, along with photos of the product, outer packaging, and shipping label.
Once verified, we will, at our discretion, either:
· Issue a full refund (including any original shipping cost, if charged), or
· Send a free replacement (shipping covered by us).
For missing parts or accessories:
· If the missing part does not affect product function, we may offer a partial refund or send the missing part only.
· If function is affected, we will resend the entire product.
Important: If you fail to notify us within 48 hours or do not provide the unboxing video, your claim will be treated as a change-of-mind return, which is not accepted. We will not be able to offer any refund or replacement.
Note: In most cases, we do not require you to return the defective item. If our supplier requests a return, we will guide you; return shipping cost will be reimbursed by us if the claim is valid.
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3. Order Delayed or Lost
If your order has not arrived within the guaranteed delivery timeframe (counting from the date the order was shipped from our warehouse), you may request a refund or resend.
Timeframes (after order departure):
· USA: 45 days
· Brazil: 110 days (due to strict customs)
· CJPacket Liquid Line (all destinations): 100 days
· Rest of the world: 60 days
We will check the tracking status. If the package is still in transit and the above deadline has passed, we will offer a full refund or free resend.
If tracking shows “Delivered” but you claim non-receipt:
We require a non-delivery certificate issued by your local post office with an official seal. Without this, no refund or resend will be provided.
If tracking shows an Alert (e.g., “incorrect address”, “no such number”, “refused”, “unclaimed”, “destroyed”, “customs hold”):
These situations are considered customer-related issues (incorrect address, failure to pick up, etc.). We are not responsible and no refund or resend will be given. Please ensure your shipping details are accurate and you monitor your tracking to avoid these problems.
If a delivery attempt fails, the local courier may hold the package for 3–7 days for self pick-up. If you do not collect it within this time, it will be returned and no refund will be provided.
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4. EU & UK Statutory Right of Withdrawal
If you are a consumer in the European Union, European Economic Area, or the United Kingdom, you have a legal right to cancel your order within 14 calendar days from delivery, without giving any reason, under applicable consumer protection laws.
4.1 How to exercise this right
· You must explicitly inform us in writing (email is sufficient) that you are cancelling under your statutory right, within the 14-day period.
· We will provide you with a return shipping address (located in China) via email. Do not return the item without contacting us first.
4.2 Return conditions
· You have 14 days from notifying us to ship the product back.
· The product must be in its original condition — you may inspect it as you would in a shop. However, you are responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product. We will inspect the returned item and deduct an amount proportionate to the loss in value, up to the full product price.
· To avoid deductions, we strongly recommend you take clear photos and a continuous video of the product’s condition and the packing process before shipment.
4.3 Return shipping and costs
· Return shipping cost is your responsibility and must be paid by you.
· We strongly recommend using a trackable, insured express courier such as DHL, FedEx, or UPS. This ensures the product arrives safely, allows us to inspect it quickly, and helps process your refund without delay. If you use a slower or untracked method, we cannot guarantee timely inspection, and any loss or damage in transit remains your responsibility.
· Any customs duties, taxes, or import fees charged on the returned package are your responsibility. If such charges are not paid and the package is refused, we will be unable to accept the return, and no refund will be issued.
4.4 Refund process for statutory cancellations
· Once we receive the product and complete inspection, we will process your refund within 14 days. If you provide us with proof of return shipment (e.g., DHL tracking number) before we receive the product, we will initiate the refund within 14 days of that proof, as required by law. However, we can only assess any diminished value after physical receipt. To avoid a situation where we must refund before inspection, we urge you to use a fast courier so that the product reaches us within the refund window.
· We will refund the full product price (no original shipping charges were separately paid, as we offer free delivery). If any deduction is applied due to damage/diminished value, we will communicate the amount and reason.
4.5 Exceptions – The right of cancellation does NOT apply to:
· Sealed goods that have been unsealed after delivery and are not suitable for return due to health protection or hygiene reasons (e.g., underwear, swimwear, earrings, earphones, cosmetics).
· Sealed audio or video recordings or sealed software that were unsealed after delivery.
· Goods made to your specifications or clearly personalised.
· Perishable goods.
· Any other category legally excluded under your jurisdiction.
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5. Non-Returnable Items (All Customers)
Even for valid claims (defect/damage/statutory return), the following items are never returnable/refundable if their original sealed packaging has been opened, for hygiene and safety reasons:
· Underwear, lingerie, swimwear, socks, tights, earrings, and all personal hygiene products.
· Sealed cosmetics, skincare, fragrances, and health/personal care items once opened.
· Earphones, headphones (in-ear/over-ear) where the seal is broken.
· Perishable goods, food, beverages.
· Digital products, software, gift cards.
· Customised or made-to-order items.
· Any items marked as “Final Sale” or “Clearance”.
We reserve the right to reject returns of such items even if they are otherwise eligible.
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6. Unauthorized Purchases (Child/Account Misuse)
You, as the account holder, are fully responsible for all orders placed from your account or using your payment method. Claims such as “my child placed the order without permission” do not qualify for any exception to this policy. Such orders will be treated according to our standard rules: if defective, you may claim under Section 2; otherwise, no refund will be provided.
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7. Shipping & Delivery Issues (Missed Call, Not Available)
We are not responsible for courier delays, but we will assist you in tracking.
If a delivery fails because you were not available, you did not answer the phone, or your address was incorrect/incomplete, the package may be returned or destroyed. In such cases, no refund or resend will be given.
If you claim that the delivery person did not call you, we will investigate with the courier. If the courier’s records show that a call was made or tracking indicates delivery attempts, the situation will be treated as “customer not available,” and you will bear any resulting costs. We recommend keeping your phone active and tracking your order regularly.
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8. Unauthorized Returns (Change-of-Mind, Non-EU/UK Customers)
If you are not a consumer in the EU, EEA, or UK, and you return a product without authorization (e.g., for change of mind), we will not accept the package. No refund will be given. You will be responsible for all associated costs. If the package reaches our facility, we will hold it for a limited time; if you do not arrange return shipping at your expense, the item will be considered abandoned and may be disposed of without compensation.
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9. Return Abuse Prevention
We monitor return and refund patterns. Customers with an excessive return rate, fraudulent claims, or suspicious activity may be permanently banned from making future purchases, and their orders cancelled without notice.
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10. Refund Processing Time (General)
· For approved refunds under Sections 2, 3, or 4, we process the refund within 7 business days of the decision (or receipt of goods in case of statutory returns).
· Refunds are sent to the original payment method. Depending on your bank or payment provider, it may take 5–10 additional business days to appear.
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11. Contact
For all return, refund, or resend requests, please email us at:
Email:
hashpoint7@gmail.com