For us, making customers satisfied is our top priority. Since all our products are made according to the requirements of customer orders, we do not accept general returns. However, if your item is damaged, defective or incorrect, we are happy to offer a full refund or free replacement – no need to return it.
Please check the following complete policies:
A. Return policy
1. No general returns
All our products are specially customized for each customer. Therefore:
We do not accept returns or exchanges due to customers choosing the wrong size, color or design.
We encourage customers to read the product description and size chart carefully before ordering.
2. Why don’t you accept returns?
Our customized process helps to minimize waste and overproduction and promote more sustainable manufacturing. Before paying, we suggest that you fully communicate with us. We only produce what you ordered, so we cannot replenish or resell the returned goods.
If there is any problem with the quality or accuracy of your order, we will correct it.
B. Order correction and cancellation
1. Correct
To modify the order (such as size, design or address), please contact us at zhefeicommerce@gmail.com:
Working days: within 24 hours after the order is paid
Weekend: within 48 hours after the order is paid
After this window period, the order enters the production link and will no longer accept changes.
2. Cancel
If you contact us within the same time period as above, you can cancel the order and get a full refund.
3. How to cancel
Send an email to zhefeimaoyi@gmail.com with your order number and cancellation request. We will reply within 1-2 working days.
C. Refund policy
We provide refunds in the following cases:
1. Damaged or defective items
You are eligible for a full refund or free replacement.
No need to return the goods.
Submit a request with photo evidence within 7 days after delivery.
2. Lost or undelivered orders
After 45 days: Eligible for a 50% refund
After 60 days: Eligible for a full refund
3. No refund (no refund if the customer’s mistake)
We don’t offer refunds:
Incorrect size, color or design selection
The delivery address provided is wrong.
Slight color differences caused by screen/device display
Freight (non-refundable)
4. Refund processing time
The refund will be processed within 5-7 working days after approval.
Your payment provider may need an additional 3-5 working days to complete the transfer.
5. How to apply for a refund
Send an email to zhefeicommerce@gmail.com, including:
Your order number
Clear photo evidence (if applicable)
A brief description of the problem
D. Exchange and replacement
1. Qualified
We only replace defective, damaged or incorrect items.
Claims must be submitted within 7 days after delivery.
2. How to request a replacement
Send us your order number and photo evidence by email. Once approved, we will send a free replacement – no need to return it.
3. Not eligible for exchange
The size/design/color ordered by the customer is wrong
Request to change your mind
4. Processing time
The replacement will be processed within 5-7 working days after approval.
E. Replacement freight
We bear all the freight of defective/damaged/wrong items.
In all other cases, the customer is responsible for the replacement freight (if approved)
F. The package is lost or stolen
If your package is marked as “delivered” but not received:
Wait for 24 hours
Check with neighbors or family members
Contact the carrier for confirmation
If it is still not solved, please contact zhefeicommerce@gmail.com – we will assist in filing a claim.
G. Transportation damage claim
If your belongings are damaged by transportation:
Contact us within 48 hours after delivery
Attach photos of the product and outer packaging
Provide your order number
We will evaluate the problem and provide a refund or replacement. If the carrier is at fault, we will help you file a claim or deal with it directly if possible.
H. Track the delay and order status
If your tracking number is not updated within 5 working days, please contact the carrier.
If your goods have been transported for more than 20 working days, please contact zhefeicommerce@gmail.com for help.
I. Our promise
We try to reply to refund, replacement and cancellation requests within 1-2 working days. During the peak season, the response time may be a little longer, but we are committed to solving each problem professionally and timely.
J. Contact information
If you need support or questions, please contact us:
Email: zhefeicommerce@gmail.com
Address: RM A5,7/F, ASTORIA BUILDING,NO.34 ASHLEY ROAD, TSIM SHA TSUI,HONG KONG
Support time: Monday to Friday: 9:00 a.m. to 5:00 p.m. (Pacific Standard Time)