Refund Policy


1. Basic Return & Refund General Provisions

This Refund Policy standardizes all return, exchange and refund service behaviors of commodity transactions on the platform, and is applicable to all registered users and transaction orders of the platform. The platform adheres to the service tenet of user priority and fair transaction, and provides standardized and humanized after-sales return and refund services for global consumers. All users who complete commodity transactions on the platform shall automatically recognize and accept all terms of this policy, and all after-sales service behaviors shall be implemented in strict accordance with the unified regulations herein.
The platform provides a long-term 60-day free return service for all sold skincare products, which is far beyond the industry’s conventional after-sales cycle, fully protecting the legitimate consumption rights and interests of users. Within the valid 60-day return period, users who meet the return conditions can initiate return and refund applications through the official platform entrance without bearing any return service fee or hidden handling fee. The free return policy covers all product categories on the platform, including facial care, body care, exfoliating products, acne treatment and barrier repair skincare essentials, with no category exclusion.
The core principle of platform return and refund services is standardized review, fair handling and efficient response. All return applications will be reviewed by a professional after-sales team uniformly, and no arbitrary rejection or unreasonable delay will occur for qualified return requests. For unqualified return applications, the after-sales team will give clear and detailed rejection reasons and professional guidance to ensure that every user can clearly understand the after-sales rules.
The platform reserves the right to optimize and adjust the return and refund mechanism according to market operation and service iteration. The updated policy terms will be publicly displayed on the official page and take effect immediately. Continued use of the platform’s after-sales services by users represents recognition of the latest policy content, and all transaction after-sales disputes shall be governed by the current effective refund policy.

2. Return Eligibility & Ineligible Situations

Products that meet the platform’s free return conditions must meet the following unified standards: the commodities are intact and unused, the original outer packaging, inner packaging, product accessories and description manuals are completely retained, no artificial damage, extrusion, pollution and deterioration occur, and the product is within the valid service life. Unopened and unused products that do not match the platform display description, have quality defects, or cause obvious skin discomfort under normal use conditions all meet the free return application standards.
In order to standardize after-sales management and avoid malicious return behaviors, the platform has clear regulations on ineligible return situations. Products damaged by personal improper use, incorrect use method and artificial deliberate damage are not eligible for free return; products with lost original packaging, missing accessories and obvious use traces cannot apply for free return; products that cause skin discomfort due to user’s special physical constitution and allergic constitution without product quality problems are not within the scope of quality return.
In addition, orders beyond the 60-day free return valid period, return applications initiated for malicious price comparison and repeated return of the same order, and products damaged during user’s independent return logistics transportation are not eligible for platform free refund service. The platform sets standardized return threshold rules to maintain the fairness of platform transactions, ensure the normal operation of after-sales services, and avoid the waste of public service resources caused by malicious returns.
Users are required to check the integrity and quality of the package and products in a timely manner after receiving the goods. If there are product quality problems, packaging damage and commodity inconsistency, users can take photos to retain evidence and initiate return applications in the first place. The platform will prioritize reviewing quality problem return applications and provide efficient after-sales solutions.

3. Standard Return Application & Review Process

All return and refund applications must be initiated through the official independent after-sales entrance of the platform, and no private channel application is accepted. Users need to select the corresponding order number, fill in the accurate return reason, upload valid product status evidence pictures, and submit the return application completely. After the application is submitted successfully, the professional after-sales review team will conduct comprehensive verification and review within the standard working cycle, including order information verification, product problem confirmation and return condition matching judgment.
For return applications that meet all free return conditions, the platform will quickly approve the application and send standardized return logistics guidelines to users, including return address, logistics requirements and precautions for return shipment. Users need to complete product packaging in accordance with the guidelines, select formal logistics channels to send back the goods, and keep the return logistics tracking number properly for subsequent verification of receipt.
For return applications with incomplete information, insufficient evidence and unclear reasons, the after-sales team will feed back the supplementary information requirements to users in a timely manner, and users need to complete information improvement within the specified time limit. Applications that fail to supplement valid information as required will be automatically closed after the overtime cycle, and users can re-initiate standardized applications after sorting out complete materials.
The whole return application process is fully electronic and standardized, with transparent process and open progress. Users can check the real-time review status, processing progress and result feedback of return applications through the personal after-sales center at any time, realizing full-process self-service inquiry and supervision of after-sales services.

4. Refund Execution Cycle & Special Scenario Rules

After the platform receives the returned package and completes the manual inspection of product integrity and return qualification confirmation, the official refund procedure will be initiated immediately. The unified standard refund processing cycle is 5 to 10 business days. All refund funds will be returned through the user’s original payment channel, ensuring the safety and traceability of fund transactions. The final arrival time of refund funds is affected by the processing rules of the third-party payment institution, and the platform will fully cooperate with the payment channel to speed up fund settlement.
For unshipped orders cancelled by users actively, the platform will implement full refund processing directly without complicated return procedures, and the refund will be completed within the standard fund settlement cycle. For orders with confirmed product quality problems, the platform will bear the return logistics costs on the basis of full refund, fully safeguarding the consumption experience and legitimate rights and interests of users.
If users voluntarily abandon the return application after sending back the goods, or take the initiative to close the after-sales application during the refund processing cycle, the platform will terminate the refund procedure, and no repeated after-sales application for the same order will be accepted. For special after-sales scenarios such as product partial missing and minor damage, the platform will negotiate with users friendly to formulate reasonable refund schemes such as partial refund and discount compensation to maximize user satisfaction.
The platform strictly prohibits malicious refund behaviors such as false return, repeated refund application and fraudulent refund. Once abnormal after-sales behaviors are identified, the platform has the right to reject the refund application, limit the user’s platform transaction authority, and reserve the right to pursue legal liability for malicious fraudulent behaviors. All refund services are based on the principle of standardized compliance and fair justice to maintain a good platform transaction environment.