Refund Policy


Policy Introduction and Core Principles

This Refund Policy is formulated to standardize the platform’s order refund, return, and compensation service rules, protect the legitimate consumption rights and interests of global customers, and maintain standardized and orderly platform operation. This policy applies to all purchase orders of smart digital picture frames and supporting products on the platform, covering various scenarios such as customer voluntary return and exchange, product quality problems, order abnormal processing, and service non-compliance. We always adhere to the service principles of fairness, transparency, humanity, and standardization, providing reliable after-sales guarantee services for every customer who shops on the platform. All refund and return rules are formulated in line with international cross-border e-commerce industry norms and consumer protection standards, ensuring standardized, reasonable, and efficient after-sales processing.
The platform implements a worry-free after-sales system with 60-day return period, free return service, and 5-10 working days refund processing cycle, providing customers with sufficient after-sales protection time and efficient fund settlement services. All return and refund services do not set excessive threshold restrictions, simplify application procedures, and optimize review processes, aiming to reduce customers’ after-sales operation costs and time costs. This policy clearly defines the applicable conditions, processing procedures, time limits, and responsibility division of various refund scenarios, ensuring every after-sales application can be processed in accordance with unified and standardized rules.

Return Qualification and Time Limit Rules

All products purchased on the platform support a 60-day free return service calculated from the official delivery confirmation date of the order. Within the valid 60-day return period, customers can apply for return and refund services for eligible products for personal reasons such as personal preference mismatch, inappropriate product style, or unmet personal use expectations. We provide full free return service, with no return freight charges, no handling fees, and no hidden deduction fees, fully reducing customers’ after-sales cost expenditure. The free return policy applies to all product categories and all global customer groups, maintaining consistent and preferential after-sales service standards.
To ensure the smooth processing of return applications, returned products must meet basic return conditions: the product body, original accessories, original packaging, and matching certificates are complete and undamaged; the product has no man-made damage, no excessive use traces, no scratch, drop, water immersion, or modified disassembly traces; the product can maintain secondary sales quality standards. For products damaged by human factors, damaged accessories, lost original packaging, or unable to be resold, the platform has the right to reject return applications or formulate partial refund schemes according to the actual damage degree.
Customers need to initiate return applications through the official platform channel within the valid return time limit and submit corresponding return instructions and information as required. Any return application exceeding the 60-day valid return period will not be accepted by the platform, and the order will be deemed as automatically completed and closed after the expiration of the return protection period. We recommend customers to check product quality and use experience in a timely manner after receiving the goods, and initiate after-sales applications within the valid time limit if there are any problems to ensure the smooth progress of after-sales services.

Refund Processing Cycle and Fund Settlement

After the platform receives and successfully verifies the returned products, the official refund review process will be initiated immediately. The standard refund processing cycle is 5 to 10 working days, and the refund funds will be returned to the customer’s original payment account through the original payment channel. All refund funds are settled in unified USD currency, consistent with the platform’s order settlement currency standard, ensuring unified and standardized fund settlement. The specific arrival time of refund funds is affected by the processing efficiency of the customer’s payment institution and regional fund settlement rules, and individual accounts may have a slight delay in arrival time on the basis of the standard cycle.
For orders that meet the full refund conditions, the platform will return the full order payment amount without any deduction. For partial refund scenarios such as partial product return, product damage deduction, or partial order cancellation, the platform will calculate the refund amount accurately according to actual order conditions and product status, and complete fund settlement in a standardized manner. During the refund processing period, customers can check the real-time review status and processing progress of after-sales applications through the personal order background, realizing transparent whole-process supervision of after-sales services.

Product Quality Problem Refund Rules

If customers find product quality problems including product functional failure, performance abnormality, factory defects, missing accessories, inconsistent product description, or non-compliant product quality within the return protection period after receiving the goods, they can apply for free return and full refund services. For quality problems confirmed by official verification, the platform will bear all return-related costs and provide customers with full after-sales guarantee services. We strictly control product quality in the pre-sales link, and fully undertake after-sales responsibilities for unqualified products to ensure customers’ zero-risk shopping experience.
When applying for after-sales services for product quality problems, customers need to provide effective evidence including product problem photos, video materials, and order information to assist the team in rapid verification and processing. After the evidence is verified and confirmed to be valid, the platform will quickly approve the return application and arrange follow-up logistics recovery and refund processing. For quality problem orders, customers can choose free return refund or free product replacement according to personal needs, and we will provide flexible and humanized after-sales solutions.

Order Cancellation and Pre-delivery Refund Rules

Customers can initiate order cancellation applications independently before the order is officially dispatched. For orders successfully cancelled before shipment, the platform will directly initiate the full refund process, and complete fund settlement within the standard 5-10 working days refund cycle. There is no cancellation fee or service fee for pre-delivery order cancellation, ensuring customers’ free adjustment rights of orders.
For orders that have entered the packaging and dispatching process or have been officially shipped, order cancellation applications cannot be initiated. Customers can wait until the package is delivered and then apply for return and refund services in accordance with the return policy rules. We remind customers to confirm purchase intentions carefully before placing orders to avoid unnecessary order adjustment and after-sales processing, and save personal time and after-sales costs.

Refund Exception and Special Scenario Processing

For abnormal orders caused by customer subjective reasons such as malicious return, repeated invalid after-sales applications, man-made product damage, and intentional damage to packaging and accessories, the platform has the right to reject refund and return applications. For after-sales applications with false evidence, inconsistent information, or non-compliant conditions, the platform will return the application and inform customers of the reasons for rejection and standardized processing suggestions.
In case of special circumstances such as logistics loss, package damage in transit, and undeliverable orders caused by platform or logistics side reasons, the platform will take the initiative to verify the order status and provide customers with free re-delivery or full refund services according to actual conditions, fully safeguarding customers’ legitimate consumption rights and interests. We will properly handle all special after-sales scenarios on the premise of adhering to standardized rules, balancing service standardization and humanization.