Overview
We stand behind the quality of our products and want you to be completely satisfied with your purchase. This Return & Refund Policy outlines the terms and conditions for returning products and requesting refunds.
Return Eligibility
In-Stock Items:
- Returns are accepted within 14 days of delivery.
- Products must be unused, unopened, and in their original packaging.
- Return shipping costs are the responsibility of the buyer, unless the return is due to our error (e.g., wrong item shipped).
Custom-Made Products:
- Custom-made or custom-modified products are non-returnable unless they arrive damaged or defective.
- Please confirm all specifications before placing your order, as we begin production immediately upon order confirmation.
Damaged or Defective Products
We take great care in packaging to ensure your order arrives in perfect condition. However, if your products arrive damaged or defective:
- Please notify us within 48 hours of delivery.
- Provide clear photos of the damaged items and packaging.
- We will assess each case individually and offer a replacement, refund, or store creditat our discretion.
Shipping costs for replacement items will be covered by us in cases of damage or defect.
Wrong Items Received
If you receive an item that does not match your order:
- Contact us within 7 days of delivery.
- Provide your order number and a photo of the incorrect item.
- We will arrange for the correct item to be shipped to you at no additional cost.
- We will also provide a prepaid return label for the incorrect item.
Non-Returnable Items
The following items are not eligible for return:
- Custom-made or custom-modified glassware and consumables
- Items that have been used, opened, or removed from their original packaging
- Products damaged due to improper handling, misuse, or neglect after delivery
- Items returned without prior authorization
Refund Process
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- Approved refunds will be processed to your original payment method within 5–7 business days.
- Please note that your bank or credit card issuer may take additional time to reflect the refund in your account.
- Shipping fees are non-refundable unless the return is due to our error or a defective product.
Cancellation Policy
- Orders can be canceled within 24 hours of placement without penalty.
- Orders for custom-made products cannot be canceled once production has begun.
- If your order has already shipped, please follow our standard return procedure.
Exchange Policy
If you need to exchange an item for a different product or size:
- Contact us within 14 days of delivery.
- Exchanges are subject to product availability.
- You will be responsible for the return shipping cost for the original item, as well as any price differences.
- Custom-made products are not eligible for exchange.
How to Initiate a Return
To initiate a return, please contact us with the following information:
- Your order number
- The item(s) you wish to return
- Reason for return (damaged, defective, wrong item, etc.)
- Supporting photos (if applicable)
Contact Information:
- Email: Cxenog121@hotmail.com
- Phone / WhatsApp: +86 186 2772 1024
- Working Hours: Mon – Fri, 9:00 AM – 6:00 PM (UTC+8, Beijing Time)
Return Address
Please contact us before sending any returns. We will provide you with the correct return address based on your location and the nature of your return.
Important: Do not return any items without prior authorization. Unauthorized returns may not be accepted or refunded.
Contact Us
If you have any questions or concerns regarding this Return & Refund Policy, please don’t hesitate to reach out:
- Email: Cxenog121@hotmail.com
- Phone / WhatsApp: +86 186 2772 1024
- Address: No. 29, Baoli Park Jiuli, Hongshan District, Wuhan, Hubei, China
- Working Hours: Mon – Fri, 9:00 AM – 6:00 PM (UTC+8, Beijing Time)
Effective Date: September 9, 2026