5. Exchange and Refund Policy

When applying for return, exchange, or refund, users shall submit the application through the designated channel within the period specified by the platform and provide the necessary materials required by the platform, including order number, product photos, description of the issue, unboxing or receipt evidence, logistics proof, and other reasonably required documents.

Returned products shall be kept in reasonably good condition and shall include the product itself, original packaging, accessories, gifts, manuals, warranty cards, invoices or receipts, and other accompanying items. If the product shows signs of use, missing accessories, severely damaged packaging, or is otherwise affected by user-related reasons in a way that impacts resale, the platform may lawfully refuse, restrict, or adjust the return or exchange handling arrangement.

For customized or personalized products, perishable products, products close to expiry, products that are unsuitable for return after opening for hygiene or safety reasons, and products stated on the product page or permitted by applicable law as not eligible for exchange, the platform may lawfully refuse or restrict return or exchange applications.

If verified by the platform, where the reason for return or exchange is a product quality issue, substantial defect, wrong delivery, or missing delivery, the relevant return shipping fees or reasonable handling costs shall be borne by the platform in accordance with applicable rules.

If the reason for return or exchange is attributable to the user, including mistaken purchase, dislike of the product, incorrect address, overdue collection, refusal to accept delivery, or other non-platform reasons, the relevant shipping fees and reasonable costs shall be borne by the user.