Return Policy
Thank you for choosing Storewee. To protect your shopping rights and ensure a worry-free shopping experience, we have formulated the following comprehensive and clear return policy. Please read it carefully before applying for a return or exchange to ensure a smooth process.
I. Order Cancellation Rules
Unshipped Orders: If your order has not yet been shipped, you can submit a cancellation request before shipment by logging into your account and accessing the "My Orders" page, or contact customer service directly to cancel. After successful cancellation, the payment will be fully refunded to the original payment method.
Shipped Orders: Once an order has been shipped, it cannot be cancelled. If you do not need the item at this time, please apply for a return according to the relevant provisions of this policy after receiving the goods.
Combined Orders: When multiple orders are paid for or shipped together, each sub-order is still processed independently. Cancellation of individual items within a sub-order is not supported. If you need to return specific items, you must submit a separate return request for each item.
II. Return Eligibility and Deadline
Return Deadline: You can apply for a return and refund within 30 days from the date you receive the goods (excluding customized and special categories). After submitting a return request, you must ship the item back and upload the tracking number within 15 days. Failure to ship within this period will be considered an automatic waiver of your return rights.
General Return Conditions: The item must have been purchased directly through our platform and not obtained through third-party resales or other channels; the item must be brand new, unused, free from wear, scratches, stains, odors, hair, or debris; all original labels, tags, anti-counterfeiting labels, product manuals, and accessories (such as packaging, gifts, and attachments) must be complete, undamaged, and unopened or modified; the item must be returned properly sealed in its original packaging to ensure it is not damaged during transportation.
Product categories that do not support returns:Clothing, shoes, underwear, swimwear, and other intimate apparel that has been worn, washed, cut, or used (except for items with quality issues);
Opened and used beauty, skincare, personal care, and hygiene products (such as shampoo, face cream, masks, etc.), and items involving personal hygiene and safety;
Customized or personalized items (such as engraved jewelry, custom furniture, exclusive printed materials, etc.), unless the item has manufacturing defects or was shipped incorrectly;
Free gifts, samples, and clearance items clearly marked "No returns or exchanges for non-quality issues";
Some special product categories;
Items with torn or altered labels or anti-counterfeiting marks, or missing original packaging or accessories, affecting resale.
III. Refund Policy
Refunds are supported in the following situations:
Products meeting the above return period and general return conditions;
Full refunds are supported for regular-priced, discounted, and promotional items (including limited-time special offers and discounts based on purchase amount) provided the return conditions are met;
Due to discrepancies between the product's size, color, or style and the order description, or due to product defects, damage, missing items, or incorrect shipments, etc., which are the seller's responsibility;
Products confirmed by our platform to have performance malfunctions or quality issues.
Refunds are not supported in the following situations:
Products exceeding the 30-day return period or not shipped within 15 days;
Products not meeting general return conditions, such as those that have been used, have damaged packaging, or are missing accessories, affecting resale;
Products returned without prior notification of a return request;
Products damaged or undeliverable due to force majeure (such as natural disasters, public health events, logistics disruptions, etc.), where responsibility cannot be verified (special cases can be discussed and assessed with customer service);
Products not sold by this platform, or products that have been intentionally damaged or modified.
Refund Method and Arrival Time: Refunds will be returned to your original payment account (such as bank card, credit card, etc.). Changing the refund path is not supported.
The platform will process the refund application within 5 business days after receiving the returned goods and completing quality inspection.
The actual arrival time depends on the processing speed of your payment institution or bank, usually requiring an additional 5-15 business days. This may be delayed during holidays; please be patient.
IV. Return Shipping Costs
Returns Due to Merchant Responsibility: If the return is due to merchant reasons such as product quality issues, wrong item shipped, missing item, or damaged packaging, the platform will bear all round-trip shipping costs. You can upload proof of shipping costs (such as courier slip, payment record) in the return application. After verification, these costs will be refunded along with the refund, or directly reimbursed.
Returns Due to Personal Reasons: If the return is due to reasons other than merchant responsibility, such as your personal preference, incorrect size selection, or color not meeting expectations, you will be responsible for the return shipping costs. The platform does not cover return shipping costs and does not support collect on delivery (COD packages will be refused).
V. Return Process Guide
Submitting a Return Request:
Registered Users: Log in to your account, go to "My Orders" → "Order Details", find the corresponding product, click "Apply for Return", fill in the reason for return, logistics information, etc., and wait for customer service review (review usually takes 1-2 business days);
Packaging and Returning Goods: Place the product, along with its original packaging, labels, and accessories, into the original box as required, ensuring a secure seal to prevent damage during transportation; Returned items from different orders must be packaged separately and cannot be mixed in the same package;
It is recommended to use a trackable courier service (such as FedEx, DHL, etc.) for return shipping. Regular mail or COD is not supported. Keep the courier slip and tracking number when sending the package.
Uploading Logistics Information: After sending the product, log in to the platform promptly and fill in the tracking number and courier company name in the corresponding return request so that the platform can track the logistics progress.
Platform Inspection and Processing: Upon receiving the returned goods, the platform will complete a quality inspection within 3 business days. If the inspection is successful, a refund will be processed according to the platform's rules. If the inspection fails, the return will be refused and you will be notified.
VII. Special Rules for Returning Gifts and Discounted Items
Handling of Gifts：
Gifts from Bundled Sales/Buy-One-Get-One-Free Promotions:
When returning the main product, the corresponding gift must be returned as well. The gift must be brand new, unused, and in its original packaging (meeting general return conditions). Otherwise, it will affect the return approval of the main product.
If only the main product is returned and the gift is not, or if the gift is used, damaged, or missing, the platform will handle it as follows:
If the gift is given away for free (no separate price): The price of the gift will be deducted from the refund amount of the main product.
If the gift is a "Buy A Get B Free" or "Add-on Purchase" item with a corresponding price: The actual selling price (or purchase price) of the gift will be deducted from the refund amount of the main product.
If the refund amount of the main product after deduction is 0 or negative, the platform will refuse the return application for the main product or require you to pay the corresponding cost of the gift before processing the return. Gifts purchased separately / Special offer gifts: Gifts purchased separately (not bundled gifts) can be returned according to the general product return rules, but must meet the general return conditions; if the gift is marked "non-refundable and non-exchangeable," only returns for quality issues are supported.
2. Handling of returns for discounted products:
Discounted products such as limited-time discounts, full-reduction offers, and clearance sales: As long as the general return conditions are met, a full refund is supported regardless of whether the original discount has been cancelled at the time of return (the refund amount is the amount you actually paid after the discount, not the original price of the product);
3. Example: The original price of the product is 100 yuan, the promotional discount price is 80 yuan, you actually paid 80 yuan, and even if the discount has been cancelled at the time of return, you will still receive a full refund of 80 yuan (subject to the return conditions being met). Discounted orders with coupons/red packets: Upon return, if the order is fully refunded (all items returned), used coupons/red packets will be returned according to the original rules (unexpired coupons can still be used; expired coupons will not be reissued; if the red packet is a platform subsidy, it will be refunded to the original payment method; if it is a merchant subsidy, it will be handled according to the merchant's rules);
If the order is partially returned (only some items returned), coupons/red packets will be returned proportionally based on the returned item amount relative to the total order amount, or may not be returned at all (specific details are subject to the coupon/red packet usage rules and must be clearly stated at the time of issuance);
The refund amount is the amount you actually paid (minus the amount deducted by coupons/red packets).
VIII. Precautions and Reminders
When returning goods, be sure to use trackable logistics and keep the tracking number and shipping receipt until the refund or exchange is completed. If the returned package is lost in transit and valid logistics tracking information cannot be provided, the platform will consider it as not having received the returned goods and will not issue a refund.
We recommend that you take photos of the product's appearance, packaging, and accessories before sending it back, as evidence in case of any future disputes.
If the product has quality issues, you must upload clear photos or videos of the product defects when applying for a return, so that customer service can quickly review and process your request.
For multiple return requests for the same order, or for malicious returns or abuse of the return policy (such as frequent returns or returns of products not from this platform), the platform reserves the right to refuse subsequent return requests and pursue relevant legal responsibilities.
If you have any questions about the return policy or encounter any problems during the application process, please contact us through the platform's online customer service. We will provide assistance during working hours.
Storewee is committed to providing you with high-quality products and services. We will strictly process every return request in accordance with this policy to protect your legal rights. Thank you for your understanding and support. Happy shopping!