Your satisfaction is important to us. If you are not completely satisfied with your purchase, please contact our Customer Support team and we’ll be happy to review your request and help you with the next steps.

To ensure your return is handled correctly, please contact us before sending any item back.

RETURNS

You may request a return within 30 days of receiving your order.

To begin a return, please contact our Customer Support team and provide:

• Your order number
• The reason for your return
• Clear photos of the item, if the product is damaged, defective, incorrect, or otherwise affected by an issue

Once your return request has been reviewed, we will provide the appropriate return instructions and return address.

Please do not send your item back without contacting us first, as returns sent to an unauthorized or incorrect address may not be accepted.

To be eligible for a return, the item should:

• Be unused and in its original condition
• Include all original parts, accessories, and packaging
• Be securely packaged to help prevent damage during return transit
• Be returned within the approved return period

Items that do not meet these conditions may be ineligible for a full refund.

REFUNDS

Once we receive and inspect your returned item, we will notify you regarding the status of your refund.

Approved refunds are generally processed within 5–7 business days after the returned item has been received and inspected.

Once your refund has been issued, you will receive a confirmation email.

Depending on your bank or payment provider, please allow an additional 7–10 business days for the funds to appear in your original payment account.

Refunds will normally be issued to the original payment method used for the order.

Original shipping charges are generally non-refundable, unless the return is due to an error on our part or the product arrived damaged or incorrect.

Depending on the circumstances, an approved claim may qualify for a full refund, partial refund, replacement, or exchange.

RETURN PROCESS

To request a return or refund:

1. Contact our Customer Support team within 14 days of delivery.
2. Provide your order number and a brief explanation of the issue.
3. If applicable, include clear photos showing the product and the issue.
4. Wait for our team to review your request and provide return instructions.
5. Send the approved return to the address provided by our Customer Support team.
6. Keep your return tracking information until your refund has been completed.

We strongly recommend using a trackable shipping service when returning an item.

We cannot guarantee receipt of returns that are lost during transit when no tracking information is available.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your item arrives damaged, defective, or different from what you ordered, please contact us as soon as possible after delivery.

Please provide:

• Your order number
• A description of the issue
• Clear photos of the item and packaging

Once the issue has been verified, we will work with you to provide an appropriate resolution.

If the return is required because of an error on our part or because the item arrived damaged or incorrect, you will not be responsible for the applicable return shipping cost.

CHANGE-OF-MIND RETURNS

If you are returning an item because you changed your mind, ordered the wrong item, or no longer want the product, return shipping costs are generally the responsibility of the customer.

The cost of return shipping will depend on the shipping carrier and service you choose.

Original shipping fees are non-refundable unless otherwise required by applicable law.

PROMOTIONAL OR FREE ITEMS

If your order included a promotional or complimentary item that was provided as part of the purchase being returned, the promotional item may also need to be returned.

If the promotional item is not returned, its applicable value may be deducted from your refund where appropriate.

ORDER CANCELLATIONS

If you need to cancel your order, please contact us as soon as possible.

Orders may be eligible for cancellation if the request is received within 3 business days of placing the order and before the order has been shipped.

Once an order has entered fulfillment or has been shipped, we may no longer be able to cancel or modify it.

RETURN SHIPPING

If a return is requested for reasons unrelated to a product defect, damage, or fulfillment error, the customer is generally responsible for the return shipping cost.

If the return is caused by an error on our part, including receiving a damaged or incorrect product, we will cover the applicable return shipping cost or provide another appropriate resolution.

Please package returned items carefully. We are not responsible for damage or loss that occurs during return shipping when the return shipment is arranged independently by the customer.

RETURN ADDRESS

Please contact our Customer Support team before returning your item.

The correct return address and instructions will be provided after your return request has been reviewed and approved.

Please do not send returns to the address shown on your original package unless specifically instructed to do so by our Customer Support team.

NEED HELP?

If you have any questions about a return, refund, replacement, or exchange, please contact our Customer Support team:

Email: Customerservice@vip-heze.com

We’ll be happy to review your order and help you find the appropriate solution.