Order cancellation/modification
All orders can be canceled in 24 hours. If your order has been paid and you need to change or cancel it, you must contact us within 24 hours. Once the packaging and shipping process has started, it can no longer be canceled.
If you change your mind and have to cancel or modify your order after payment, you can contact us with your reason. Usually, after your payment, we will finish placing your order in 30 minutes.
Before the order is placed, we can help you cancel the order and refund you by primary payment route. While if the order is placed, we are helpless of canceling the order for you.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- you do not receive them due to the parcel delivery fail by the carrier (in that case you might have to ake your local carrier for a package lost certification with their official stamp )
- you receive the wrong item
- the items are broken during the shipping process
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
*You can submit refund requests within 14 days after you receive your shipments. You can do it by sending a message on Contact Us page.
These occasions and solutions below only happen after you receive your shipments within 14 days.
Occasions
If you receive our products with obviously defective or quality issues, you can contact us with your order number, pictures, and detailed reasons as references. After we verify these needful materials, we will get back to you as soon as possible with two friendly solutions:
We can deliver you a new product that you purchased for free, and no need to send the problematic product back to us.
We can refund you for the defective item that you purchased by the primary payment route. Sometimes it may take 1 working day if you pay by PayPal. It may take a longer time which varies by different banks if you pay with a Debit or Credit Card.
If you receive wrong products from us including size, color, types and other problems, you can contact us with your order number, pictures and detailed reasons as references. After we verify these needful materials, we will get back to you as soon as possible with two friendly solutions:
We can deliver you a new product that you purchased for free, and no need to send the wrong product back to us.
We can refund you for the item that you purchased by primary payment route. Sometimes it may take 1 working day if you pay by PayPal. It may take a longer time which varies by different banks if you pay with a Debit or Credit Card.
If you need to change the products in different sizes or colors, you can get in touch with us by attaching your order number, pictures, and detailed reasons as references. After we verify these needful materials, we will reply to you soon with two feasible solutions:
You can send back the item to our company and after we receive the item (the package and product should be kept well without any issue of resale), we will ship you a new product that you need for free.
We can refund you by primary payment route after the item is sent from you to our company and get received (the package and product should be kept well without any issue of resale). Sometimes it may take 1 working day if you pay by PayPal. It may take a longer time which varies by different banks if you pay with a Debit or Credit Card.
Cost of return
To return your product, you should mail your product to the return address we offered below.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time and money it may take for your exchanged product to reach you may vary.
Return Address:
Fengbeiyiyuan Building 3, Ningwei Street, Xiaoshan District, Hangzhou City, Zhejiang Province, China, 311200
Tell: +86 18324417302
Name: Bruce Qin
Company: Knewland
Email: cs@knewland.com
