Refund Policy·Cancellation, Returns, and Refund Rules
This policy applies to physical goods and general product-trade orders purchased through this website. Consumer protection rules may differ by jurisdiction, and any mandatory provision of applicable law will prevail where required.
1. Order Cancellation
A buyer may request cancellation before the order has shipped. If payment has been completed and the order has not entered picking, packing, customs, or carrier handoff, we will generally issue a refund to the original payment method.
Once an order has entered picking, packing, customs, or carrier handoff, a cancellation request may no longer be directly processed and will instead be assessed under the return rules.
2. Return-Eligible Circumstances
If the goods are incorrectly delivered, partially missing, seriously damaged, clearly defective, or materially inconsistent with the order description, the buyer should contact customer support within a reasonable period after delivery and provide necessary photos, video, or other supporting materials.
Where the claim is verified, we may arrange reshipment, replacement, partial refund, or full refund depending on the circumstances.
3. Non-Returnable or Restricted Circumstances
Return requests may be denied or restricted for goods that have been used, damaged by human action, custom-made, opened in a manner affecting resale, rejected due to personal preference, or refused or returned for recipient-side reasons.
Where delivery fails because of address error, customs non-cooperation, prolonged failed receipt, or other causes attributable to the buyer, the buyer bears the related additional costs and losses.
4. Refund Method and Processing Time
Refunds will, as a general rule, be issued to the original payment channel. Processing times may vary among payment institutions, card issuers, banks, and cross-border settlement channels.
Where refund conditions are satisfied, we usually initiate the refund within 3 to 10 business days after approval; final posting time depends on the relevant payment institution.
5. Shipping Charges, Duties, and Cost Allocation
Unless the return is caused by seller error, product defect, or material misdescription, the original shipping charge, customs duties, import taxes, clearance charges, and return shipping cost are generally non-refundable.
If a product page, campaign rule, or written customer support confirmation provides otherwise, that specific arrangement will prevail.
6. Objections and Dispute Handling
If the buyer objects to a refund determination, the buyer may continue the claim through the support page and provide additional supporting materials.
We will review the order record, logistics data, goods condition, and communication history and provide a response within a reasonable period.
Refund and After-Sales Contact Channels
- On-site support: submit an after-sales ticket through the support page.
- Support email: support@zhongkuimaster.com