We only refund or resend for damaged, defective, or wrong products.
You must provide relevant supporting materials to request a refund or reshipment within 7 days after delivery of the products.
For lost or severely delayed packages, we will process on a case-by-case basis according to the exact situation.
Our delivery time ranges from 3 to 14 business days, including a 2-day processing period, due to the international origin of our suppliers.
The following is the policy specification:
Damaged, defective, or wrong products.
If the products you received are damaged or defective products, please provide us with support materials (records of your customers' complaints, clear photos/videos of the damaged or defective products, etc.) within 7 days. We will refund part or full or resend based on the number of damaged or defective products.
If, in very rare cases, the products you received are not the same with the products you purchased, e.g. the color (model, size, specification, etc.) was wrong, then please provide us with clear photos/videos of the products and shipping labels within 7 days. If they are wrong products, we will resend them free of charge or refund according to your request. We will check it according to your description. If wrong products are confirmed, we will resend them free of charge or refund according to your order.
Lost Packages
When the product package is lost or delayed during the delivery process, according to the tracking information you consulted on the third-party website, if it shows that the update has stopped for more than 45 days, we will submit a claim for compensation to the carriers and give you a full refund.
If the tracking number of the order you obtained is invalid and any shipping status of the relevant product cannot be queried, please contact us in time to get the correct tracking information. If finally the package is confirmed lost or seriously delayed, it will be treated as above.
Please pay attention to the following special situations:
Wrong or unclaimed address
If you give us the wrong address or wrong contact information, the final product will possibly not be claimed or will not be delivered. In this case, we do not accept the request to refund or resend. We only ship exactly according to the address and recipient information provided in your orders.
Refund & Return of Stock Products
In most cases, we don't refund for the stock products because we actually pay the inventory cost for the warehousing. Generally, suppliers do not wish to accept product returns without reasonable reasons. Meanwhile, we will negotiate with the supplier. You have to accept the return (this rarely happens), we will refund you. Sometimes, suppliers will accept the return based on discounted prices, so we will refund you based on discounted equal prices.
Returned by customer
Generally, for damaged, defective or wrong products, you don't need to return the products to us. We will refund or resend free of charge according to the situation.
For the products you don't like, our supplier usually It does not accept returns or refunds without reasonable reasons. If the supplier accepts the return (which rarely happens), please return the intact product that does not affect the secondary sale. We will also refund to you according to the discounted price offered by the supplier, but you will cover the shipping cost.
Please do not ask for a refund and return without reasonable reason to avoid unnecessary losses.
Best regards
MixShop Team
