Refund & Claims Policy

Last updated: September 2026

1. You pay after approval — the core rule

Receiving, 60-day storage, 1-on-1 inspection and photographic records are free. The shipping fee becomes payable only after we have sent you the inspection photos and you have told us to proceed. If you are not satisfied with what you see, you are not obliged to pay the shipping fee.

2. Goods that are wrong, damaged or not as described

If our inspection finds a problem — wrong item, wrong size, damage, missing parts, or a clear mismatch with the listing — we will:

• photograph and document the issue;
• notify you before anything ships;
• at your instruction, contact the seller, request a return, exchange or refund, and coordinate the return shipment.

Free returns: we coordinate up to 3 returns to sellers per month at no service charge. Domestic courier costs are passed through to you at actual cost — we do not mark them up. Beyond 3 returns in a month, a handling fee of ¥20 per return applies.

Alternative: you may ask us to hold the goods while you decide, store them, dispose of them, or ship them anyway. Storage beyond the free period is charged at the published rate.

3. Loss in transit (international carriage)

International carriage is performed by third-party carriers and freight forwarders. Where you purchase our optional insurance (¥20 per shipment):

• Loss is compensated at the declared value of the affected goods, up to the maximum cover stated in your shipment quote.
• Claims must be reported within 14 days of the tracking status showing delivered, or within 30 days of the last tracking update for a shipment that never arrives.
• We will file the carrier claim on your behalf and pass the settlement to you in full; our service in handling the claim is free.

Where insurance is not purchased, our liability for loss or damage is limited to the freight charges collected for that shipment, to the maximum extent permitted by law. This is why we recommend insurance on any shipment with meaningful value.

4. Damage discovered at our warehouse

Damage present on arrival from the seller is our strongest ground for a dispute: it is photographed at our bench, before export, and we handle the seller conversation while you still have leverage. There is no charge for documenting and pursuing these claims.

5. Damage after handover to the carrier

Damage arising during international transit or final-mile delivery is a carrier matter. We will support your claim with our packing records and photographs, including the crating and packing photos taken before dispatch. External packaging damage should be photographed before opening and reported to the delivery agent where possible.

6. Service fees refundable?

• Free services — no charge arises, so nothing to refund.
• Shipping charges — refundable in full if we have not yet handed the goods to the carrier. Once dispatched, charges are not refundable, as the cost is committed to the carrier.
• Packing and crating charges — not refundable once work has started, as materials and labour are consumed.
• Insurance premium — not refundable once the shipment is dispatched.

7. Unclaimed goods and abandonment

• Storage is free for the first 60 days from registration of the first item in a shipment.
• From day 61, storage is billed at ¥1 per item per day (small parcels) or ¥3 per pallet per day (furniture/bulk).
• Goods unpaid and unclaimed for 180 days may be treated as abandoned. We will attempt contact at least twice, in writing, before taking action.
• Where goods are abandoned, we may sell, dispose of, or otherwise deal with them to recover outstanding storage and handling costs. Any surplus, if any, will be held for you for 12 months.

8. Prohibited goods

Goods we cannot lawfully handle (counterfeits, built-in batteries, food, liquids, medicines, etc.) may be returned to the seller or disposed of at your cost, and no refund of service fees applies.

9. How to make a claim

Message us on WhatsApp (+86 156 9201 9308) with your inbound code, shipment reference and photographs. We acknowledge claims within one working day and aim to resolve them within 7 working days, excluding carrier response time.

10. Governing terms

This policy forms part of our Terms of Service and is governed by the laws of the People's Republic of China.