Yancheng Yesu Network Technology Co., Ltd. (“we,” “our,” “us”) is committed to providing high-quality products and ensuring customer satisfaction. This Refund and Return Policy outlines the terms and conditions under which you may return products purchased from us and request refunds, exchanges, or replacements. Please read this policy carefully. By making a purchase from our website or services, you acknowledge that you have read, understood, and agreed to the terms outlined herein.
1. Eligibility for Returns and Refunds
We strive to ensure that every product we sell meets the highest quality standards. However, if you are not completely satisfied with your purchase, you may be eligible for a return or refund under the following conditions:
1.1 Time Frame
- Returns or refund requests must be initiated within 30 calendar days from the date you receive the product.
- Requests made after this period will not be eligible for a return, exchange, or refund.
1.2 Condition of Products
To qualify for a return or refund, the product must be:
- Unused and in the same condition as received
- In the original packaging, including all accessories, manuals, and tags
- Free from any signs of damage, alteration, or misuse
Products that are damaged due to improper use, accidents, or unauthorized modifications will not be eligible for return or refund.
1.3 Non-Returnable Items
Certain products and services are not eligible for return or refund, including but not limited to:
- Perishable goods, such as food, beverages, or other consumables
- Customized, personalized, or made-to-order products
- Products marked as “Final Sale” or “Non-Returnable” on the website
2. Initiating a Return or Refund
To initiate a return, refund, or exchange, please follow these steps:
- Contact Us: Notify us within the specified time frame via the contact information provided below. Provide your order number, product details, and reason for return.
- Return Authorization: Our customer service team will review your request and provide a Return Merchandise Authorization (RMA) number and instructions for returning the product.
- Packaging and Shipping: Securely package the product in its original packaging with all included accessories and documentation. Clearly label the package with the RMA number.
- Shipping Costs: Customers are generally responsible for the cost of returning the product unless the return is due to a product defect, damage, or an error on our part.
We recommend using a trackable shipping service to ensure that your returned items reach us safely. We are not responsible for items lost or damaged during return shipping.
3. Refund Processing
Once we receive your returned product and inspect it to ensure it meets our return conditions, we will process your refund according to the following:
- Inspection: Returns are inspected within 5–10 business days of receipt.
- Approval: If the return meets our eligibility criteria, a refund will be approved.
- Refund Method: Refunds will be issued using the original payment method, unless otherwise agreed.
- Processing Time: Refunds may take up to 10–15 business days to appear in your account, depending on your payment provider and financial institution.
In cases where the returned product does not meet the eligibility criteria, we reserve the right to deny the refund or issue a partial refund. Customers will be notified of any discrepancies.
4. Exchanges
If you wish to exchange a product for a different size, model, or color, the following conditions apply:
- Exchanges are subject to product availability.
- You must follow the return process outlined in Section 2.
- Shipping costs for the exchanged product may be borne by the customer, unless the exchange is due to a defect or error on our part.
Exchanges will be processed promptly after we receive and inspect the returned product.
5. Damaged or Defective Products
We take product quality seriously and aim to ensure that every product reaches you in perfect condition. If you receive a damaged or defective product:
- Contact us immediately within 7 calendar days of receiving the product.
- Provide a detailed description of the damage or defect and, if possible, photographic evidence.
- We will arrange for a replacement or full refund, including shipping costs.
Products reported as damaged or defective after the specified period may not be eligible for a replacement or refund.
6. Shipping and Risk of Loss
- All products remain the property of Yancheng Yesu Network Technology Co., Ltd. until the purchase is complete and payment is received.
- Customers are responsible for return shipping costs unless otherwise specified in this policy.
- Risk of loss and title for returned items passes to us only upon our receipt of the returned product.
We recommend using insured and trackable shipping methods to protect against loss or damage during transit.
7. Partial Refunds
In certain situations, partial refunds may be granted, including but not limited to:
- Products that are returned with missing parts or accessories
- Items that are used or damaged beyond what is deemed acceptable for return
- Products returned without original packaging or documentation
The partial refund amount will be communicated to the customer before processing the refund.
8. Cancellation Policy
- Orders may be canceled before shipment by contacting our customer service team.
- Once an order has been shipped, it cannot be canceled and must be processed through the return and refund procedure.
- Any shipping costs incurred prior to cancellation will not be refunded unless the cancellation is due to an error on our part.
9. International Orders
- For customers ordering from locations outside of China, return shipping and customs duties are the responsibility of the customer, unless the return is due to a defective or incorrect product.
- Delivery times, customs regulations, and additional fees may affect the return and refund process for international orders.
10. Contact Information
If you have any questions, concerns, or requests regarding this Refund and Return Policy, please contact us using the information below:
Company Name: Yancheng Yesu Network Technology Co., Ltd.
Address: Sheyang County, Hede Town Entrepreneurship Park Service Center East Side, Yancheng City, Jiangsu Province, China