RETURN,EXCHANGE & REFUND POLICY
1.Eligible return / exchange situation
- Damaged product
- Wrong product received
- Product quality is not merchantable
- Product is significantly different from our description.
2.Non-eligible return / exchange situation
- Change of mind purchase
- Used product
- Custom product
- Product can not be resalable
- Clearance products with merchantable quality
- Slight color difference, it is not a quality problem, as our shell tile products are 100% natural.
3.How to return,exchange,or get refund
- If the customer is not satisfied with the product received with 10 days,contact us by mail and tell us the order number,problem about the order,some supporting documents like photo proof,as well as request detail.
- Customer can choose to return all the products or partial products to us.
- If return is accepted,the customer should pack the product well in case of any damage during shipping. And choose cheap courier company to get the parcel shipped,also prepay the international shipping cost.And email us the tracking number.
- We will check the product we receive,if there is damage we will contact the customer. If product is all OK we will issue refund or exchange as soon as possible.
- For exchange orders we will send new product to the customer as soon as possible and email the tracking number.
- We undertake the return /new shipping cost if it’s our fault,otherwise customer should pay for the return/new shipping cost.
4.Refund process (If applicable)
- We may refund in full or partial which varies from case to case,depending on the specific order situation.
- Refund normally will be sent to the customer in the same way we receive the payment,or different by request.
- International money transfer may take 3~7 business day to arrive to the customer’s bank account,online payment methods can be much quicker.