Refund policy
Refund, Resend and Returns Policy
Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
1. Orders Delayed.
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed for delivery. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders departed for delivery.
b. For Brazil, it is after 110 days counting from the date that order departed for delivery due to the strict customs clearance at Brazil.
c. For any other country, we will deal with your dispute for delayed orders after 100 days counting from the date that order departed for delivery.
d. For some special shipping methods, we cannot deal with your refund/return/resend request.
Notes:
Sometimes, the order had arrived at the nearest post office to the buyer and made it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, we will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee of a positive result. Please note, customers must contact customer service before returning items.
2. Orders not Received.
We will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If you do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
3. Products Damaged.
We offer a full refund or a replacement if packages arrived are badly damaged.
We offer a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, we cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary, electronic products, You shall complain or open a dispute to us within 30 days after packages are delivered.
d. Please note, customers must contact customer service before returning items.
4. Incorrect or Missing Products.
We have a strict quality control process before products are dispatched. We will deal with incorrect or missing products as follows:
a. For incorrect products, we offer a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., we offer a refund or resend if you provide a screenshot of your complaint including name, content and date.
c. For parts missing which don't affect product function, we may refund partially or resend the missing part; for parts missing which affect product function, we will resend the product only.
d. For accessories, we will resend the accessories.
Notes
For the size problem, we will appreciate it a lot if you can measure the product according to the correct measurement method and provide us with a photo of measurement. Then, our dispute team will deal with your disputes quickly.
For orders cancellation, we offer a full refund before products are processed by warehouses.
a. After payment, orders cannot be canceled as it is customized.
b. After payment, preorder inventory orders cannot be canceled as they are special products and only available for you.
c. After payment, video and photo orders cannot be canceled as we have planned and prepared for you after payment.
Important Interpretation
1. Deadline of Opening Dispute.
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
2. Force Majeure.
We take no responsibility for any product damage or shipping delay caused by the act of god, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection.
3. Shipping Method Limits.
Some shipping methods are not trackable when orders arrive at some Countries, States, or Cities. We list those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries.
Notes:
When choosing certain shipping methods, the remote addresses will be charged additional cost.
Due to limited international transportation, we will not accept any disputes when your orders are shipped to the following countries:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia, Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
4. Service Products.
Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, we may not refund the product cost.
b. Any disputes arising from bad quality, we may not accept as the supplier is not us.
c. For service products without our quality checking inspection, we may not accept the disputes.
5. Unacceptable Disputes.
We shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.
We always try to offer the best service. If you have any other questions, please feel free to contact us on mondrico93@gmail.com.