Refund Policy


Policy Purpose & Applicable Scope

This Refund Policy is formulated to standardize the platform's after-sales refund service process, clarify the refund conditions, processing cycle, and rights and obligations of both parties, and protect the legitimate consumption rights and interests of all global users. This policy is applicable to all commodity orders purchased on our skincare e-commerce platform, covering all product categories and all global user groups. All refund services of the platform are carried out in strict accordance with the rules stipulated in this policy, adhering to the principles of fairness, transparency, standardization, and user protection, ensuring that every user's reasonable refund application can be responded to and processed efficiently.
The platform has a humanized and perfect refund and return guarantee mechanism, which breaks the cumbersome after-sales process of traditional cross-border e-commerce. We provide long-term return and refund service support for global users, fully considering the time difference and logistics particularity of cross-border shopping, and formulating a more tolerant and user-friendly after-sales refund standard.

Free Return Service Rules

Our platform provides free return service for all eligible commodity orders. Users who meet the return conditions can apply for return processing without bearing any return freight and handling fees, and all return-related logistics costs are fully borne by the platform. The free return service is applicable to all non-customized, non-special limited skincare products on the platform, with no additional hidden charges and no threshold restrictions.
The core premise of free return is that the returned products are kept intact, with complete original packaging, unused, unopened, no damage, no dirt, and no secondary sales impact. For products with quality problems, damage during transportation, wrong delivery, or missing accessories, even if the packaging is slightly damaged, users can still enjoy free return service, and the platform will bear all responsible costs.

Return Application Time Limit

In order to fully protect the legitimate rights and interests of global cross-border shopping users, the platform has formulated a long enough return application cycle. Users can submit a return application within 60 days from the date of successful order receipt. This long return cycle fully adapts to the characteristics of cross-border logistics transportation and user decision-making cycles, providing sufficient time for users to experience products, verify product efficacy, and confirm shopping satisfaction.
Within the valid 60-day return period, users can independently initiate a return application through the personal order center for any products that do not meet their expectations, uncomfortable to use, inconsistent with their skin needs, or other reasonable non-quality problems. For products with quality problems, users can initiate return applications at any time within the valid period, and the platform will give priority to processing.

Refund Processing Cycle & Standard

After the user successfully submits a valid return application and sends back the goods in accordance with the platform's return specifications, the platform will complete the inspection and verification of the returned goods within the specified time after receiving the returned package. After confirming that the returned goods meet the return conditions, the platform will start the official refund process. The entire refund processing cycle is 5 to 10 working days, and the working day calculation excludes weekends and official holidays.
The refund amount will be implemented in accordance with the actual payment amount of the user's order. For full return orders, the platform will refund the full payment amount paid by the user; for partial return orders, the platform will refund the corresponding amount of the returned products according to the unit price of the commodities. Since the platform provides full-site free shipping services, there is no shipping fee deduction in the refund process, and all refunds are full commodity principal refunds.
The refund will be returned to the user's original payment account through the official payment channel. Due to the different processing cycles of different payment institutions, the actual arrival time of the refund may have a slight delay on the basis of the platform's 5-10 working days processing cycle, which is a normal financial processing phenomenon. The platform will actively track the refund progress to ensure that the funds arrive in the account smoothly.

Eligible & Ineligible Refund Situations

Eligible refund and return situations include: product quality problems such as product deterioration, formula abnormality, and efficacy failure; product damage, leakage, and packaging damage caused by logistics transportation; platform delivery errors such as wrong goods and missing goods; users are not satisfied with product use experience, product texture, and use effect within the valid return period; products are not suitable for personal skin type and cause discomfort after trial.
Ineligible refund and return situations include: return applications exceeding the 60-day valid return period; returned products that have been used in large quantities, damaged artificially, lost original packaging, or cannot be resold normally; products damaged due to users' improper storage and use; customized products and special limited products clearly marked as non-returnable; malicious return applications and repeated invalid return applications.

Order Cancellation Refund Rules

Users can actively cancel unpaid orders at any time, and the system will automatically close the order without any fee deduction. For paid orders that have not been shipped, users can apply for order cancellation and full refund. The platform will review the cancellation application within 1 working day, and after the review is passed, the full refund will be processed in accordance with the refund cycle standard.
For orders that have been shipped, users cannot cancel the order actively. They can only apply for return and refund after receiving the goods in accordance with the return policy rules. The platform prohibits malicious order cancellation and repeated order cancellation behaviors, and will restrict the shopping authority of users with abnormal cancellation behaviors to maintain the normal operation order of the platform.