Return & Refund policy
Return & Refund Policy for tuopin.online
1. Introduction
This Return & Refund Policy outlines the terms and conditions for returning products, requesting refunds, and exchanging items purchased from Pingxiang Tuoping Technology Co., Ltd ("we", "us", or "our") through our website (the "tuopin.online"). By placing an order, you agree to comply with the requirements and procedures set forth below. We aim to resolve return/refund requests fairly, in line with international trade standards and consumer protection regulations (e.g., EU Consumer Rights Directive, US FTC Mail, Internet, or Telephone Order Merchandise Rule).
2. Eligibility for Returns
To qualify for a return, the following conditions must be met:
- Time Limit: Requests must be submitted within 15 calendar days from the date of delivery (confirmed via shipping tracking).
- Product Condition: Items must be unused, unopened, in their original packaging, and in resalable condition (no damage, stains, or modifications).
- Proof of Purchase: A valid order number, invoice, or receipt is required.
- Exceptions: Certain products are non-returnable, including:
- Customized or personalized items (made to your specific specifications).
- Perishable goods (e.g., food, beverages, cosmetics with short shelf lives).
- Hygiene products (e.g., skincare, haircare, or intimate apparel) if opened.
- Digital products (e.g., e-books, software, or online courses) once accessed.
3. Return Process
Follow these steps to initiate a return:
1. Submit a Return Request: Contact our customer support team via email (15678981705@163.com) or the "Return Request" form on the Website. Include your order number, product details, reason for return, and photos of the item/packaging (if applicable).
2. Receive Return Authorization (RA): We will review your request within 3 business days. If approved, we will send an RA number and return shipping instructions (including designated warehouse address).
3. Ship the Item: Package the product securely with the RA number clearly marked on the outer box. You are responsible for return shipping costs unless the return is due to our error (e.g., defective item, wrong product sent).
4. Track Return Shipment: Provide us with the return tracking number within 2 business days of shipping. We are not liable for lost or damaged returns during transit.
4. Refund Policy
4.1 Refund Eligibility
Refunds will be issued only if:
- The returned item meets the eligibility criteria in Section 2.
- We receive and inspect the item (typically within 5 business days of delivery to our warehouse) and confirm it is undamaged and unused.
- The return is due to our error (e.g., defective product, incorrect model, missing parts) or the item arrives damaged during transit (reported within 48 hours of delivery with photo evidence).
4.2 Refund Processing
- Refund Method: Refunds will be credited to the original payment method used for the order (e.g., credit card, PayPal, bank transfer).
- Processing Time: Once approved, refunds will be initiated within 3 business days. Please allow 5-10 business days for the funds to reflect in your account (processing times vary by payment provider).
- Deductions: No deductions will be made for eligible refunds, except:
- If the item is returned in non-resalable condition (we may deduct up to 30% of the product value to cover restocking fees).
- If the return shipping was covered by us (we will deduct the actual shipping cost from the refund amount if the return is not due to our error).
5. Exchange Policy
- Exchanges are available only for unused, unopened items that meet return eligibility (Section 2) and are requested within 15 calendar days of delivery.
- To request an exchange, follow the return process (Section 3) and specify the desired replacement product (same model, different size/color, or alternative item of equal or higher value).
- If the replacement item is of higher value, you must pay the price difference before we ship the new item.
- We cover shipping costs for exchanges due to our error; otherwise, you are responsible for both return and replacement shipping fees.
6. Defective or Damaged Items
- If you receive a defective, damaged, or malfunctioning item, report it within 48 hours of delivery with clear photos/videos of the issue and packaging.
- We will either:
1. Send a replacement item free of charge (including shipping).
2. Issue a full refund (including original shipping costs).
3. Arrange for a repair (if applicable for high-value or specialized products).
- You are not required to return the defective/damaged item unless we explicitly request it (we will cover all return shipping costs in such cases).
7. International Return Considerations
- For international orders, return shipping may incur customs duties or taxes. These fees are your responsibility and will not be refunded.
- We recommend using a trackable shipping service for international returns, as we are not liable for items lost in transit.
- Customs clearance delays may extend the return processing timeline; we appreciate your patience.
8. Changes to This Policy
We reserve the right to update or modify this Return & Refund Policy at any time. Changes will be effective immediately upon posting the revised Policy on the Website, with the "Last Updated" date clearly marked at the top. Your continued use of the Website after changes are posted constitutes acceptance of the updated terms.
9. Contact Us
If you have questions, need assistance with a return/refund, or wish to dispute a decision, please contact our customer support team:
- Email: [15678981705@163.com]
- Phone: [008615678981705]
- Website: [tuopin.online]
- Address: [Building 2, No. 8 Zhongfei Road, Pingxiang Industrial Park, Xiashi Town, Pingxiang City Guangxi, China]