Return, Refund and Exchange Policy
We are committed to providing our customers with quality products and reliable service. To ensure a fair and transparent process for all customers, please carefully read the following Return, Refund and Exchange Policy before placing an order.
By placing an order with us, the customer acknowledges and agrees to the terms and conditions stated in this policy.
1. General Return, Refund and Exchange Policy
All items sold are non-refundable and non-exchangeable unless the order falls under one of the eligible circumstances listed below.
A return, refund, or exchange may be considered only when:
- The merchant has sent the wrong item or an item that does not correspond to the customer’s order.
- The item received does not match the specifications, description, features, model, or other product information advertised on the Company’s website.
- The item received is spoiled, damaged, defective, or otherwise not in acceptable condition upon delivery.
- The delivery of the order has exceeded the delivery timeframe stated in the Company’s Shipping Policy, subject to verification of the order and delivery status.
Any request that does not fall within the above circumstances may not be eligible for a return, refund, or exchange.
2. Customer’s Responsibility Upon Delivery
Customers are advised to inspect their parcel and the item immediately upon receiving the order.
Before opening the parcel, customers are strongly encouraged to record a clear and continuous unboxing video. The video should begin with the parcel in its unopened condition and clearly show:
- The unopened parcel;
- The shipping label and order information;
- The condition of the outer packaging;
- The packaging materials inside the parcel; and
- The item received and its condition.
Customers should ensure that the unboxing video is continuous and clearly shows the entire process from opening the parcel until the item is fully removed and inspected.
This evidence may be required by the Company when reviewing a return, refund, or exchange request.
3. Evidence Required for Return, Refund or Exchange
For any return, refund, or exchange request, customers are required to provide sufficient evidence to support their claim.
The following evidence may be required:
- A clear and continuous unboxing video showing the unopened parcel, shipping label, packaging, and item received.
- A clear video showing the first use or operation of the item, where applicable. This is particularly important for products where any defect or issue can only be identified after the item has been tested or used.
- Clear and relevant photographs showing the item, packaging, damage, defect, wrong item, or other relevant issues.
- Complete order details, including the order number and product information.
- Any other supporting documents, photographs, videos, or information reasonably requested by the Company for the purpose of verifying the claim.
All evidence submitted must be clear and relevant to the issue being reported. The Company may request additional evidence if the information initially provided is insufficient to verify the claim.
4. Return, Refund and Exchange Request Period
All return, refund, and exchange requests must be submitted to the Company via email at:
The request must be submitted within 24 hours from the time the customer receives the item.
When submitting a request, customers should provide:
- Order number;
- Customer name;
- Contact details;
- Product name and/or model;
- Description of the issue;
- Relevant photographs and videos; and
- Any other supporting information requested by the Company.
Customers are advised to contact us as soon as an issue is discovered rather than waiting until the end of the 24-hour period.
5. 24-Hour Reporting Requirement
The 24-hour reporting period is strictly applicable to all return, refund, and exchange requests covered by this policy.
Any request submitted after 24 hours from the time the item was received may not be accepted.
Customers are responsible for checking the condition of their order promptly upon delivery and reporting any issue within the required timeframe.
6. Insufficient or Missing Evidence
A return, refund, or exchange request must be supported by the required evidence.
Any request submitted without the relevant supporting evidence, including but not limited to the required unboxing video, first-use video where applicable, photographs, order details, or other documents requested by the Company, may be rejected.
The Company reserves the right to request additional information or evidence where necessary to properly assess the customer’s claim.
Failure to provide sufficient evidence may prevent the Company from verifying whether the reported issue existed at the time of delivery.
7. Wrong, Damaged or Defective Items
If the customer receives a wrong, damaged, spoiled, or defective item, the customer must notify the Company within 24 hours of receiving the item.
Customers should provide clear photographs and videos showing the issue, together with the relevant order details.
Where applicable, customers should retain the original product, packaging, shipping materials, labels, accessories, and other items received with the order until the claim has been reviewed and resolved.
The Company may request the customer to provide additional information or return the affected item for further inspection before a final decision is made.
8. Items That Do Not Match the Website Information
If the item received does not match the specifications, description, features, model, or other information advertised on the Company’s website, customers may submit a claim within the required 24-hour period.
The Company will review the order details, product information, photographs, videos, and other relevant evidence provided by the customer before determining whether the claim qualifies for a return, refund, or exchange.
9. Delivery Delays
Where an order exceeds the delivery timeframe stated in the Company’s Shipping Policy, customers may contact the Company to report the delay.
The Company will review the order and delivery status to determine whether the order qualifies for a refund or other applicable resolution under the Company’s Shipping Policy.
Delivery timelines may be affected by circumstances involving third-party delivery providers or other factors outside the Company’s reasonable control. Such cases will be reviewed based on the circumstances and available delivery information.
10. Change of Mind and Other Non-Eligible Reasons
Items are generally not eligible for return, refund, or exchange due to a customer’s change of mind or personal preference.
This includes situations where the customer:
- No longer wants or needs the item;
- Ordered the wrong product;
- Selected the wrong model, specification, variation, or other option;
- Changed their mind after placing the order; or
- Is dissatisfied with the product for reasons unrelated to damage, defect, incorrect item, or inaccurate product information.
Customers are therefore encouraged to carefully review the product description, specifications, features, model, and other information available on the website before completing their purchase.
11. Review and Approval
All return, refund, and exchange requests are subject to review by the Company.
Submitting a request does not automatically guarantee approval. The Company may review the order records, product information, photographs, videos, delivery information, and other supporting evidence before determining whether the request is eligible.
Where necessary, the Company may contact the customer for additional information or clarification.
The final resolution will depend on the circumstances of the individual case and the evidence provided.
12. Refund or Exchange Resolution
If a return, refund, or exchange request is approved, the Company will determine the appropriate resolution based on the circumstances of the case.
Depending on the situation, the Company may provide:
- A replacement of the wrong, damaged, defective, or affected item;
- An exchange for an eligible item;
- A partial refund; or
- A full refund.
The applicable resolution will be communicated to the customer after the claim has been reviewed and approved.
Where a refund is approved, the processing time may depend on the payment method, bank, payment provider, or other third-party financial institution involved.
13. Important Notice
Customers are strongly advised to keep the original packaging and record the unboxing process immediately upon receiving the order.
The unboxing video and supporting evidence are important in helping the Company verify whether an item was damaged, defective, incorrect, or otherwise different from what was ordered at the time of delivery.
Any return, refund, or exchange request submitted after the 24-hour period, or submitted without the required supporting evidence, may not be accepted.
The Company reserves the right to review each request based on the available information and evidence and to determine whether the request qualifies under this policy.
14. Contact Us
For all return, refund, and exchange enquiries, please contact us at:
Email: tang_retail@outlook.com
When contacting us, please include your order number, product details, description of the issue, and all relevant photographs and videos to help us process your request efficiently.
Thank you for your understanding and cooperation.