At Yancheng Yaoyun E‑Commerce Co., Ltd. (“we”, “us”, or “our”), located at East Side of Sheyang County Hede Town Entrepreneurship Park Service Center, we are committed to ensuring your satisfaction with our products and services. This Return and Refund Policy explains the terms, conditions, and procedures for returning products, obtaining refunds, and exchanging items purchased through our websites, mobile applications, or other channels (collectively, the “Services”).

By making a purchase with us, you agree to this policy and the procedures outlined herein.

1. Eligibility for Returns and Exchanges

To be eligible for a return, refund, or exchange, the following conditions must be met:

  1. Time Frame
    • Products must be returned within 30 calendar days from the date of delivery. Returns requested after this period will not be accepted unless otherwise specified.
  2. Condition of Items
    • Items must be in their original condition, including original packaging, tags, labels, manuals, accessories, and any included free gifts.
    • Products that are used, damaged, altered, or incomplete will not qualify for a return or refund.
  3. Proof of Purchase
    • A valid receipt, order confirmation, or invoice must be provided with the return request.
  4. Exclusions
    • Certain products are non-returnable, including but not limited to:
      • Customized or personalized items
      • Perishable goods (e.g., food, flowers)
      • Hygiene-sensitive items (e.g., earphones, personal care products)
    • Any product explicitly marked as final sale or non-returnable on the product page.

2. Types of Returns and Refunds

We provide several options depending on the situation:

2.1. Refunds

  • Refunds will be issued in the original payment method (credit card, debit card, or other payment methods) after the returned items have been inspected and approved.
  • Refunds will exclude any shipping fees, unless the return is due to our error (e.g., wrong product, defective item).
  • Processing time may vary depending on the payment provider, typically 5–14 business days after the return is approved.

2.2. Exchanges

  • We offer exchanges for defective or incorrect products.
  • Exchanges are subject to availability. If the replacement product is unavailable, a refund may be issued instead.

2.3. Store Credit or Gift Card

  • At our discretion, we may issue store credit or a gift card instead of a refund.
  • Store credit is valid for purchases within 12 months from the issue date.

3. Return Procedure

To initiate a return, please follow these steps:

  1. Contact Customer Service
    • Email or call our customer service team with your order number, product details, and reason for the return.
    • Contact Information:
      Email: [Insert official contact email]
      Phone: [Insert official contact phone number]
  2. Obtain Return Authorization
    • A Return Authorization (RA) number will be provided. Returns without an RA number may be refused or delayed.
  3. Prepare the Package
    • Pack the item securely in its original packaging.
    • Include the RA number and proof of purchase inside the package.
    • Ensure that all accessories, manuals, and free gifts are included.
  4. Ship the Item
    • Send the return via a traceable shipping service. We are not responsible for items lost during shipping.
    • Shipping costs for returns are typically borne by the customer, except in cases where the return is due to our error.

4. Refund and Processing Timeline

  1. Inspection and Approval
    • Once we receive your return, our team will inspect the item to ensure it meets the eligibility criteria.
    • Inspection typically takes 3–7 business days.
  2. Refund Processing
    • Approved refunds will be processed within 5–14 business days to your original payment method.
    • Bank or card processing times may vary depending on the provider.
  3. Partial Refunds
    • Partial refunds may be issued if the returned item is damaged, missing parts, or not in original condition.
    • Shipping and handling charges are non-refundable.

5. Defective or Damaged Items

  • If you receive a defective, damaged, or incorrect product, please contact customer service immediately within 7 days of delivery.
  • We may request photographic evidence of the defect or damage.
  • Once verified, we will arrange for:
    • Replacement at no additional cost
    • Full refund, including original shipping charges

6. Late or Missing Refunds

  • If you have not received your refund within the estimated timeline:
    1. Check your bank or card statement.
    2. Contact your payment provider as it may take additional time.
    3. If still unresolved, contact our customer service with your order number and return details.

7. Shipping Costs and Responsibilities

  • Customers are responsible for return shipping costs, unless the return is due to our error.
  • We recommend using trackable and insured shipping for returns.
  • Shipping fees are non-refundable, except for defective or incorrect items.
  • Original shipping charges for delivered orders are non-refundable.

8. International Orders

  • Returns for international orders are subject to customs, import duties, and taxes, which may not be refundable.
  • Customers are responsible for return shipping costs from their country.
  • Processing timelines for refunds may take longer due to international shipping and customs.

9. Non-Returnable Items

  • Personalized or customized products
  • Items marked as “Final Sale” or “Non-Returnable”
  • Perishable or hygiene-sensitive goods
  • Products damaged due to misuse or negligence

10. Cancellations

  • Orders can be canceled before shipment confirmation.
  • Once the product is shipped, the return procedure must be followed.
  • Cancellation requests should be sent immediately via email or phone.

11. Customer Responsibilities

To ensure a smooth return process, customers should:

  • Retain the original receipt or invoice
  • Follow the return authorization and packaging instructions
  • Use a reliable shipping service with tracking
  • Notify us promptly if a product is defective or damaged

Failure to comply may result in delayed processing or denial of refund/exchange.

12. Limitation of Liability

  • Our liability is limited to the purchase price of the returned product.
  • We are not responsible for any indirect, incidental, or consequential losses arising from the use or inability to use our products.

13. Modifications to the Policy

  • We may update this policy from time to time.
  • Changes will be reflected on the website with a new effective date.
  • Continued use of the Services constitutes acceptance of the updated policy.

14. Contact Information

If you have any questions or concerns regarding this Return and Refund Policy:

Company Name: Yancheng Yaoyun E‑Commerce Co., Ltd.
Address: East Side of Sheyang County Hede Town Entrepreneurship Park Service Center

Our customer service team will respond promptly to inquiries and assist with returns, refunds, and exchanges.

15. Additional Notes

  • All returns and refunds are subject to applicable laws and regulations.
  • This policy ensures fairness and transparency in handling returns and refunds.
  • Customers are encouraged to review product descriptions, sizes, and conditions before purchase.
  • We strive to provide excellent customer service and resolve issues quickly and efficiently.