Last updated: April 30, 2026
Company name:万宁市皈量商贸有限公司
Email:service@mail.zbnwqrf.com
Phone: +86 16785687723
Address:海南省万宁市礼纪镇首创禧悦湾193单元1103室
Legal representative: 任丽娟
Unified Social Credit Code: 91460000MAKBPQMM0Q
Returns, Exchanges, and Order Cancellation Policy | Shopping
Guidelines We are a niche department store retailer deeply rooted in the US market, committed to providing every customer with high-quality products and attentive shopping service. To protect the legal rights of all customers and standardize the order cancellation, return, and refund process, we have established a transparent and open return, exchange, and order cancellation policy. By placing an order, you acknowledge and agree to all terms of this policy. Any order cancellation or return requests must be processed in accordance with this policy.
I. Basic Customer Service and Order Rules
Official Inquiry/After-Sales Email: service@mail.zbnwqrf.com
Address:海南省万宁市礼纪镇首创禧悦湾193单元1103室(Note: This is our business address. Please contact customer service in advance to obtain the exact location.)
Customer Service Hours (UTC+8:00): Monday to Friday, 9:00 AM - 6:00 PM (After-sales and inquiries are not handled on weekends and public holidays)
Basic Order Notes: Orders with sufficient stock will generally be shipped within 1-2 business days (excluding weekends and public holidays), with an overall delivery time of 5-7 business days. Within 12 hours of placing an order, users can contact customer service to edit and modify order information according to their needs. After this time, the order will enter the preparation process and cannot be changed.
Core After-Sales Prerequisite: All order cancellation and return requests must be submitted to us through the above official email address and obtain written approval. Any unauthorized cancellations or returns without our written consent will be refused processing, and the returned package will be directly rejected and returned. All costs incurred will be borne by the user.
II. Product Defect and Stain Inspection Standards
Please carefully inspect all products within 14 calendar days of receiving the package. If you find any defects, stains, or other issues with the product, please contact us promptly via our official email address and provide corresponding photos and video evidence. We will verify the issue and provide an after-sales solution as soon as possible.
Product defects and stains exceeding the 14-day inspection period will be considered as human-caused issues arising from user use and storage after receiving the goods, and we will not be liable for free after-sales service in such cases.
III. Order Cancellation Rules and Fees at Different Stages
1. Order Cancellation Before Shipping Label Creation: For orders that have been successfully placed but for which shipping labels have not yet been created or the shipment preparation process has not yet begun, a full refund will be issued upon approval, with no handling fees.
2. Order Cancellation After Shipping Label Creation but Before Shipment: For orders for which shipping labels have been generated and the shipment preparation process is complete, but for which the goods have not yet been officially shipped, the order can be cancelled upon approval. A handling fee of 10% of the original order price will be charged.
3. Order Cancellation After Shipment: Orders that have been shipped and whose logistics have been updated cannot be intercepted or delayed. Users can choose to refuse delivery upon receipt, or sign for the package normally and then contact our customer service to request a return shipping label.
After the returned package is signed for and the product is verified to be in good condition, we will process a refund, while charging a restocking fee of 20% of the original order price.
4. Order Cancellation After Delivery (Unopened)
Within 14 calendar days of order delivery, if the user has not opened or used the product, they can apply to cancel and return the order. Users must provide us with photos and video evidence that the package is intact and unopened. After the application is approved, the user must contact the original delivery company to return the complete package and bear all return shipping costs.
After the returned package is verified to be in good condition, we will charge a restocking fee of 20% of the original order price and process a refund.
5. Order Cancellation Due to Non-Quality Reasons After Product Use
Within 14 calendar days of order delivery, for returns due to personal non-quality issues (including but not limited to: personal dislike, incorrect size, dislike of style, or non-acceptance of minor shipping defects, etc.), the user must contact our customer service, providing photographic evidence of the product and its original packaging being intact, undamaged, and showing no signs of secondary use. Return authorization is required before the return can proceed.
The user is responsible for arranging the return of the product via logistics and bearing all return shipping costs. After the product is returned and verified, we will charge a 25% replacement fee based on the original order price and process a refund. Return requests beyond 14 calendar days for non-quality reasons will not be accepted.
IV. Non-Returnable Products
The following product categories are not eligible for no-reason returns by default and will not be accepted under normal circumstances:
- Customized or specially ordered products
- Used products with obvious signs of wear or that have been reused
- Products on sale or at clearance discounts
In extreme or special circumstances requiring a return, users can contact our customer service to explain the situation. Our review and assessment will be conducted, and returns will not be accepted without written approval.
V. Refund Timeframe and Special Notes
All approved refund requests with verified product details will be processed within 7 business days. If refunds are delayed due to system delays, abnormal logistics verification, or other special circumstances, users can contact us via our official email address and provide order documentation. We will promptly investigate and process your request.
VI. Important After-Sales Reminder
When processing returns, please do not refuse FedEx/UPS packages. Please sign for the package normally first, then contact customer service via the official email address to apply for a dedicated return shipping label. Follow the official instructions to complete the return process to avoid problems such as lost packages, abnormal returns, or failed after-sales service due to unauthorized refusal to accept the package.
