Refund policy
Return & Refund Policy
We want you to be fully informed before placing your order. This policy explains your return options, who covers shipping costs, and which items can or cannot be returned. By placing an order, you acknowledge the terms below.
Last Updated: July 23, 2026
1. Return Window
We accept returns and exchanges within 60 days of the confirmed delivery date. Items must be:
- Uninstalled and unused
- In original packaging with all original accessories, hardware, and tags included
- Free of any signs of installation, modification, or wear
Requests submitted after 60 days from the delivery date cannot be accepted.
2. How to Start a Return — Request an RMA First
Please do not ship any item back without first contacting us. All returns require a Return Merchandise Authorization (RMA) number issued by our support team. Unauthorized returns cannot be identified and will not be processed or refunded.
To request an RMA, email axnine32@gmail.com with your order number, the item(s) you wish to return, the reason for the return, and photos of the item and packaging when reporting damage or defects.
Our team will respond within 1 business day with your RMA number and the correct return address.
3. Return Shipping Costs — Who Pays?
- Damaged or defective item: We provide a prepaid return label or free replacement parts. You may receive a full refund or free replacement.
- Wrong item or item not as described: We cover all return shipping costs. You may receive a full refund or free replacement.
- Customer preference: The customer is responsible for return shipping. A full product refund is issued after receipt and inspection. Original shipping fees are non-refundable.
No restocking fee applies to normal returns approved through our RMA process.
Important: Most products are made to order and shipped from Guangdong, China. Preference-based international return shipping typically costs USD $80–$200 or more. Please contact us before ordering if you have concerns about size, color, finish, or compatibility.
4. Return Addresses
U.S. Return Address
Returns Department
1312 17TH ST UNIT 2186
DENVER, CO 80202
United States
Phone: +1 (213) 216-0244
China Factory Return Address
Returns Department
7/F, No. 13 Fuheng North Road, Henglan Town
Zhongshan City, Guangdong Province 528478
China
Phone: +86 153 7735 6020
Do not ship to either address before receiving your RMA confirmation.
5. Alternative Resolution for Preference Returns
For preference-based returns, we may offer an optional keep-the-item partial refund. You always retain the right to return an eligible item for a full product refund under this policy.
6. Order Cancellation
- Within 24 hours: Free cancellation if the order has not entered production.
- After 24 hours, before shipment: Cancellation may be possible, but a production fee of up to 20% may apply.
- After shipment: Cancellation is not possible. Follow the return process after delivery.
- Refused delivery without prior authorization: A 30% restocking and return-logistics fee will be deducted from the refund. This special fee does not apply to normal returns approved through the RMA process.
7. Non-Returnable Items
- Fully customized or made-to-specification products
- Expedited shipping fees
- Items returned without an authorized RMA number
- Items returned after the 60-day window
- Bulk orders of 3 or more identical units, except for verified defects
8. Refund Processing Timeline
- Inspection: 3–5 business days after the return is received
- Refund issued: Within 7–14 business days after inspection approval
- Maximum merchant processing time: Up to 19 business days after the return is received
- Refund method: Original payment method
- Please allow an additional 3–10 business days for your bank or card issuer to post the funds.
9. Regional Consumer Rights
EU and UK: Eligible orders may be returned within 60 days of confirmed delivery. This extended policy applies alongside, and does not limit, mandatory local consumer rights. Other jurisdictions: Local statutory rights always apply.
10. Product Disclaimers
- Color variation: Screen settings may cause slight color differences; this is not considered a defect.
- Dimension tolerance: A variance of ±1–2 cm is within the normal range and is not considered a defect.
- Natural materials: Unique veining, grain, and color variation in natural materials are features, not defects.
11. Contact Us
- Email: axnine32@gmail.com
- Phone: +1 (213) 216-0244
- Hours: Monday–Friday, 9:00 AM–6:00 PM EST
Business Address: 1312 17TH ST UNIT 2186, DENVER, CO 80202, United States