This Customer Service Policy formulates standardized service standards, response rules, and rights and interests protection mechanisms for all customers who browse and purchase products on our official website. The purpose of this policy is to ensure that every user can obtain fair, efficient, professional, and friendly customer service support during the whole process of browsing products, placing orders, receiving goods, and enjoying after-sales services, and to standardize the service behavior of our official customer service team.
All customers who complete order registration and payment on our official website can enjoy the full range of customer service rights and interests stipulated in this policy. Our customer service team provides comprehensive online consulting services covering product consultation, order inquiry, logistics inquiry, parameter explanation, usage guidance, pre-sales matching suggestions, and after-sales problem handling. We are committed to responding to customer demands in the fastest time and solving all shopping-related problems for users efficiently.
We implement a unified global service standard, and all global customers enjoy equal customer service rights and interests without regional discrimination. Whether customers are in North America or other regions around the world, they can obtain the same professional consulting services and after-sales guarantee services. Combined with our global free shipping policy and unified US dollar settlement standard, we provide consistent and transparent service experience for all global users.
This Privacy Policy is formulated to protect the personal information and privacy rights of all users who visit and shop on our official website. This policy clearly stipulates the rules of collection, use, storage, protection, and disclosure of user personal information by our platform, and applies to all registered users, browsing users, and ordering users of this website. We strictly abide by global privacy protection regulations and are committed to protecting the security and confidentiality of every user’s personal data.
User personal data will be stored safely in our designated server environment. We will retain user order information and necessary personal information within the valid after-sales service cycle and legal supervision period. After the data retention period expires, we will automatically and completely clean up the invalid user data in accordance with standardized procedures to avoid redundant storage and privacy risks of user information.
REFUND POLICY
For refund applications initiated by customers due to personal reasons, customers need to ensure that the returned products are kept in original intact conditions, including original packaging, complete accessories, unused traces, and undamaged appearance. Products that are damaged, worn, used, or lack original accessories due to personal use and improper preservation will not be eligible for full refund services, and we have the right to reject invalid refund applications.
We strictly prohibit malicious refund applications and repeated invalid refund applications. For malicious refund behaviors such as false problem feedback, repeated application for refunds for the same order, and intentional damage to products to apply for refunds, our platform has the right to reject the application, record the abnormal behavior, and retain the right to pursue relevant responsibilities.
All products displayed and sold on our official website, including various scented candles, home fragrance products, Halloween decorative ornaments, and home atmosphere accessories, are all genuine products with qualified quality. We have the right to independently update product styles, adjust product prices, and optimize product combinations according to seasonal changes, market trends, and product iteration. All product prices displayed on the website are subject to the real-time pricing on the official product page.
All orders of our platform enjoy permanent global free shipping services, with no minimum order limit, no regional shipping surcharges, and no hidden logistics fees. All shipping costs of customer orders are fully borne by our platform. Customers do not need to pay any additional freight and logistics handling fees during the whole order transaction process.
In case of any dispute in the order transaction process, both parties shall first resolve it through friendly negotiation. If the negotiation fails, the dispute shall be resolved in accordance with the legal rules and platform official provisions, and the legitimate rights and interests of both parties shall be protected on the premise of fairness and justice.
In terms of order delivery processing, we implement a unified efficient delivery standard. All successfully paid orders will be processed, sorted, packaged, and shipped within 1 to 3 working days. Our professional warehouse team will complete product quality re-inspection, fine packaging, and logistics docking work in the shortest time after order confirmation to ensure that the products are delivered to the logistics channel quickly and safely. Weekend and statutory holiday orders will be processed in sequence on the first working day after the holiday.
In view of the possible abnormal situations in global cross-border transportation, we have formulated a complete set of logistics abnormal processing mechanisms. If the order is delayed in transportation, stuck in customs, lost in transit, or abnormal in signing for, customers can contact our customer service team to feedback the problem. We will track the logistics status in real time, assist in solving customs clearance problems, and provide reasonable solutions for abnormal logistics situations to protect customer shopping rights and interests.