Refund Policy

Policy Purpose & Applicable Scope

This Refund Policy is formulated to standardize the platform’s order refund processing rules, clarify the rights and interests of users and the platform in the refund process, and ensure that all refund applications are processed fairly, transparently, efficiently and uniformly. This policy is applicable to all paid orders, all product categories and all global user groups on our clean beauty e-commerce platform, covering various refund scenarios such as order cancellation, return and refund, abnormal order refund, and unsatisfactory product experience refund. All refund services provided by the platform strictly follow standardized process specifications, with no differentiated processing standards for different regions, users or order amounts.
The core purpose of this policy is to fully protect the legitimate consumption rights and interests of global customers, eliminate the shopping risks of online beauty retail, and provide users with a safe and secure after-sales guarantee system. All refund rules are open and transparent, and all processing time limits, conditions and procedures are clearly defined, enabling users to clearly understand the refund service standards and effectively protect their legitimate rights and interests in the shopping process. The platform will strictly implement all provisions of this policy, and all refund operations will be completed in accordance with unified formal procedures to ensure the standardization and rigor of after-sales services.

Basic Refund Time & Processing Cycle

The platform implements a unified refund processing cycle standard for all valid refund applications, and all eligible refund requests will be fully processed within 5 to 10 working days from the date of official confirmation and acceptance. The working days are calculated based on official working hours excluding weekends and universal statutory holidays, excluding the time consumed by user return logistics transportation and preliminary application review. This time standard is applicable to all types of refund scenarios including full refund, partial refund, return and refund, and abnormal order refund, ensuring the uniformity and efficiency of global refund services.
After the user submits a valid refund application, our professional after-sales review team will complete the qualification verification of the application within the shortest time, confirm whether the application meets the platform’s refund rules, and feed back the review result to the user in a timely manner. For applications that meet the refund conditions, the team will immediately enter the refund processing queue; for applications that need supplementary information, the team will clearly inform the user of the supplementary materials and complete the review immediately after receiving the complete information. After the refund is approved, the fund will be returned through the original payment channel, and the arrival time of the fund shall be subject to the processing rules of the user’s payment institution on the basis of the platform’s completion of refund delivery.

60-Day Free Return & Refund Rule

The platform provides a long-term 60-day free return and refund service for all global users, and users can initiate a return and refund application within 60 days after the order is successfully delivered. The 60-day return period is a unified standard for all users and all products, with no time limit difference caused by regional differences or product categories. Within the valid return period, users can apply for free return and refund for products that are unsatisfactory in use, inconsistent with expectations, inappropriate in style, or unopened and unused for personal reasons, and the platform will bear the return-related costs to realize zero-cost return and refund for users.
In the scenario of 60-day free return and refund, users do not need to bear any return shipping fees, handling fees or service fees. As long as the returned products maintain complete outer packaging, intact product appearance, unused state and complete accessory information, they can pass the platform’s return verification smoothly. The platform sets a loose and user-friendly return verification standard on the premise of ensuring the normal secondary sales of products, fully respecting the user’s independent consumption choice, and solving the after-sales worries of online beauty shopping for users.

Valid Refund Application Scenarios

The platform supports multiple valid refund application scenarios to fully cover various after-sales needs of users. First, users can apply for full refund for unshipped orders that have been successfully paid. Before the order is shipped, users can independently initiate an order cancellation and refund application for any reason, and the platform will process the refund quickly after confirming the application. Second, for orders that have been shipped but not delivered, users can apply for order intercept and refund according to the logistics status, and the platform will coordinate with the logistics team to intercept the package and complete the refund processing after successful interception.
Third, for delivered products, users can apply for return and refund within 60 days of delivery for personal preference problems such as inconsistent product effect, inappropriate use experience and unsatisfactory appearance. Fourth, for product quality problems such as product damage, leakage, defective appearance and abnormal ingredients received by users, users can apply for free return and refund or direct full refund without return, and the platform will bear all related losses. Fifth, for abnormal order problems such as repeated payment, wrong payment and order information error, users can initiate a refund application, and the platform will verify and process it in a timely manner.

Refund Exclusion & Special Instructions

In order to standardize the operation of the refund system and ensure the reasonable rights and interests of both users and the platform, some special scenarios are excluded from the scope of free refund. For products that have been artificially damaged, severely worn, disassembled privately, or lost complete packaging and accessories after delivery, the platform has the right to reject the refund application. For products used beyond the conventional trial range, with obvious use traces that affect secondary sales, the return and refund application will not be accepted.
In addition, for refund applications exceeding the 60-day valid return period, the platform will not accept them by default. For abnormal orders caused by the user’s personal wrong operation, such as wrong address filling and wrong order information, if the product has been normally delivered, the refund application shall be subject to the actual product state verification. All excluded scenarios are uniformly stipulated and implemented globally, without arbitrary adjustment, to ensure the fairness and standardization of the refund policy implementation.

Refund Follow-up & User Notification Mechanism

During the whole refund processing cycle, the platform will maintain real-time information synchronization with users. After the user submits the refund application, the system will automatically record the application time and scenario, and the background will display the real-time review progress. After the application is reviewed and approved or rejected, the user will receive an official status reminder in the order background. For approved refund applications, the system will record the refund initiation time and expected completion cycle, and users can check the processing progress at any time.
After the refund is successfully completed, the order status will be updated to refund completed, and the relevant refund record will be permanently retained in the user’s order background for user inquiry and verification. For refund applications that need supplementary materials or secondary verification, the customer service team will take the initiative to contact users to guide the completion of relevant operations, ensuring that the refund process is efficient and smooth. The whole refund process is standardized and transparent, with no hidden operation links, fully protecting the user’s right to know and right to supervise.