Refund policy
REFUND AND RESHIPMENT POLICY
1. Lost Packages & Transit Delays
Carrier Loss: If an order is lost by the shipping carrier according to the last tracking number update, a refund or reshipment can be requested.
Late Shipment / Delays: If the tracking number does not show any updates for 30 days, a refund or reshipment can be requested.
2. Damaged or Incorrect Products
If a customer receives a damaged or incorrect product, a refund or reshipment can be requested within 5 days of the order delivery date.
Proof required: Valid photo or video proof must be provided.
3. Missing Orders (Marked as Delivered)
If an order is marked as delivered but the customer claims they did not receive it, the customer must contact the local postal carrier office in the delivery country to report the issue.
A refund can be requested if you have fully refunded the customer and can provide refund proof for processing.
4. Customer-Caused Delivery Issues & Incorrect Address
If a delivery delay or failure is caused by an incorrect address, incorrect phone number, or other recipient factors, refunds or reshipments are not offered, and we are not responsible for extra service fees.
We recommend customers contact the last-mile carrier for another delivery attempt.
If the parcel is returned to the processing center, a redelivery attempt can be arranged at a cost of 10 USD per parcel.
5. Force Majeure
We are not responsible for shipment issues caused by force majeure events, such as natural disasters, strikes, lockdowns, or war outbreaks (e.g., severe snowstorms).
6. Returns Handling
We do not handle traditional customer returns. In case of delivery failure where the carrier returns the package to the processing hub, a redelivery can be arranged for 10 USD, or the package will be discarded.
HOW TO REQUEST A REFUND OR RESHIPMENT
Requests must be sent within 5 days of the order being marked as delivered according to the tracking.
Our customer care team will review requests and issue refunds or arrange reshipments if proofs are valid (additional information must be provided within two business days if requested).
PROCESSING TIMES
Refunds: After a refund request is accepted, internal processing takes 2-5 business days, and funds are returned to the original payment method (transaction or handling fees charged by payment providers are non-refundable).
Reshipments: After approval, reshipment processing begins within 2 business days (subject to product availability). New tracking details will be provided once shipped.
For further information or assistance, please contact us at italobayuk@gmail.com.
RETURN AND REFUND POLICY
RETURNS
1. Unshipped Goods (Still in Warehouse)*
- If your order has *not yet been shipped*, we will:
- Refund the shipping cost to you.
- Retain the goods in our warehouse for your next order.
- To refund the *product cost*, we must negotiate with the factory. If approved:
- Full refund (product + shipping) will be issued.
- A £4 handling fee will apply for express return to the factory.
2. Defective or Non-Functional Goods
- If the recipient receives faulty goods:
- We will refund *100% of product + shipping costs*.
- *Proof required: Customer must send a **video + product* to our Customer Care team for verification.
- *Note*: Excessive quality complaints may result in suspension of sales to prevent further losses.
3. Customer-Initiated Returns to China
- Customers must:
- Cover all return shipping costs.
- Provide the return tracking number.
- Upon receipt, undamaged goods will be stored as your inventory for future orders.
4. Lost Packages (30+ Days Without Tracking Updates)*
- If logistics confirms the package is lost:
- Full refund of *product + shipping costs* will be issued.
5. Reshipment/Refund Eligibility*
We only reship or refund for the following *verified cases*:
- Wrong size, colour, or product shipped.
- Defective item (per Section 2).
- *Not covered*:
- Errors in your store’s product description.
- Incorrect shipping address/number provided by you/customer.
Additional Notes
- All refunds processed within 7 business days after approval.
For further information or assistance, please contact us at italobayuk@gmail.com.