Refund Policy

 

Policy Introduction and Core Principles

This Refund Policy formulates standardized, transparent, and customer-friendly refund and return service rules for all natural and organic hair care product transactions completed on our e-commerce platform. As a professional online retailer focusing on premium nourishing hair care products, we adhere to the core service principles of customer priority, transaction integrity, and fair treatment. This policy clearly defines the return eligibility period, refund application conditions, product return standards, refund processing cycle, refund settlement method, and special scenario handling rules, covering all conventional and special transaction scenarios involved in product sales and after-sales services.

All refund and return services on our platform strictly follow unified global standards, with no differentiated treatment for customers of different regions, order amounts, or product types. We support free return services for all eligible products, reducing the after-sales shopping risk of global customers and building a trustworthy shopping environment for natural organic hair care consumption. This policy applies to all orders on the platform, including discounted promotional products, regular inventory goods, and premium limited hair care sets, ensuring every consumer enjoys consistent and standardized after-sales refund protection.

Our refund service aims to resolve customer shopping doubts and after-sales problems efficiently, protect the legitimate consumption rights and interests of every user, and maintain the stable and orderly operation of platform transactions. All refund processing procedures are standardized and institutionalized, avoiding arbitrary processing results and manual arbitrary judgment, ensuring the fairness, transparency, and rationality of every refund case.

Return Eligibility and Time Limit Rules

We provide a unified 60-day global return window for all customer orders. Starting from the official date when the customer successfully signs for the order, customers can initiate a return and refund application for purchased organic hair care products within 60 calendar days. This long return cycle fully considers the product trial cycle of natural hair care products, allowing customers to fully experience the use effect of premium organic formulas and make rational consumption judgments. No platform rule or regional restriction will shorten or change the 60-day unified return period.

All return applications initiated within the valid 60-day cycle will be accepted and processed in accordance with standardized platform procedures. For return applications submitted beyond the 60-day valid period, the platform will have the right to reject the application according to policy rules, because overdue returns will affect the secondary sales and inventory management of organic hair care products. Customers are advised to complete product trial and return confirmation within the valid return window to ensure smooth processing of after-sales services.

There is no threshold restriction for return applications. Customers can initiate return requests for a single product in a multi-product order or return all products of the entire order according to personal needs. Whether the order is a discounted promotional item or a full-price premium product, it enjoys the same 60-day free return service qualification, ensuring equal after-sales service rights for all customers.

Free Return Service Standards

Our platform provides full free return services for all eligible return orders. Customers do not need to bear any return logistics fees, handling fees, or product inspection fees during the entire return process. All logistics costs and operational expenses generated by product return transportation, warehouse receiving inspection, and after-sales processing will be independently undertaken by our platform. This free return mechanism completely eliminates the economic cost of customer returns and greatly reduces the after-sales trial risk of purchasing organic hair care products online.

The free return service covers all links of the return process, including return logistics arrangement, parcel tracking, warehouse receiving verification, product quality inspection, and refund procedure activation. After customers initiate a valid return application, our official team will provide standardized return guidance, including return address information, parcel packaging suggestions, and return logistics arrangement instructions, to ensure the smooth progress of the return process. Customers only need to complete product return delivery according to official guidelines without any additional expense.

The free return policy is a permanent fixed service rule of our platform, applicable to all global customer groups and all eligible organic hair care products. There is no hidden charge or conditional restriction for free return services. We always take reducing customer consumption risk and improving shopping experience as the core goal of after-sales service, and free return is an important part of our premium e-commerce service system.

Refund Processing Cycle and Procedures

After the returned products are successfully received, inspected, and verified by our official warehouse team, the platform will officially activate the refund processing procedure. The standard refund processing cycle is 5 to 10 business days, and all refund funds will be returned through the customer’s original payment channel. This time cycle covers internal financial review, fund settlement, payment channel verification, and final fund arrival procedures, ensuring that every refund operation complies with standardized financial management processes.

The 5–10 day refund cycle is a unified global standard, with no regional or payment method differentiated processing speed. For most valid return orders with complete materials and qualified product inspection, refunds will be completed within the middle and early stage of the cycle. For individual orders requiring special verification or payment channel delayed settlement, the refund will be completed within the maximum 10-day stipulated time limit to ensure no overdue refund processing.

The entire refund processing process is fully recorded and traceable. Customers can check the real-time progress of refund review, settlement, and fund arrival through the official order management page. Our financial and after-sales teams conduct daily sorting and processing of refund applications to ensure efficient progress of all refund procedures and avoid long-term stagnation of after-sales orders.

Product Return Condition Specifications

To ensure standardized return processing and reasonable inventory management, returned organic hair care products need to meet basic return conditions. The products should retain complete original packaging, including outer packaging boxes, product labels, instruction manuals, and accessory parts. The products should not have excessive damage, severe contamination, or artificial damage that affects secondary sales. As natural organic hair care products have unique formula freshness and hygiene standards, returned goods need to maintain basic product hygiene and intact appearance.

Appropriate product trial and normal use traces generated by customer conventional experience are allowed and will not affect the pass of return inspection. We fully understand that customers need to try hair care products to judge the use effect, so mild trial traces within the reasonable range are regarded as valid return conditions. Only products with man-made damage, serious dirt, missing accessories, or altered original packaging that cannot be resold will be judged as ineligible for return.

After receiving the returned parcels, the professional warehouse inspection team will conduct a comprehensive evaluation of product status, confirm whether the products meet return standards, and feed back the inspection results to the after-sales team in real time. For products that meet return conditions, the refund procedure will be activated immediately; for ineligible products, the team will send a detailed inspection explanation to customers and negotiate subsequent solutions fairly.

Special Refund Scenario Handling Rules

For orders with product quality problems, including abnormal product texture, formula deterioration, packaging damage caused by logistics, and product functional defects that do not conform to official descriptions, customers can initiate return and refund applications within the valid return period. Our platform will bear all return costs and complete refund processing efficiently. For such quality-related after-sales orders, we will also record the problem information to optimize subsequent product quality control and packaging protection standards.

For customer personal reason returns, including inappropriate product use effect, inconsistent personal usage habits, and subjective dissatisfaction with product experience, as long as the products meet return conditions and are within the valid return period, we will also provide free return and refund services in accordance with unified policies. We respect every customer’s personalized consumption experience and fully protect the right of customers to choose suitable organic hair care products independently.

For partial return orders of multi-product purchases, the platform will calculate the refund amount according to the unit price of the returned products, deduct no additional handling fees, and complete partial refund settlement in accordance with the 5–10 day refund cycle. For cancelled orders before delivery, the platform will conduct full refund processing after verifying the valid cancellation application, and the refund cycle also implements the unified standard.

Unified Currency Refund Settlement Standard

All refund settlements on the platform adopt United States Dollars (USD) as the unified settlement currency. Whether it is full refund, partial refund, or compensation refund, the settlement amount is calculated and returned in strict accordance with the original order USD transaction amount. There is no currency conversion difference or settlement rate adjustment in the refund process, ensuring that the refund amount is completely consistent with the actual payment amount of customers.

The unified USD refund standard ensures the consistency and accuracy of global refund settlements, avoids fund loss caused by multi-currency exchange rate fluctuations for cross-border customers, and provides a stable and reliable refund guarantee for global users. All refund fund records are displayed in USD uniformly on the official order page, making customer fund inquiry and reconciliation more intuitive and convenient.