At Zhengzhou Shuangmiao Trading Co., Ltd., customer satisfaction is our top priority. Rest assured, we take extra care to ensure all our customers receive their items on time, and we diligently work to make certain your order arrives at your address promptly. While we strive to minimize delays, please understand that factors beyond our control (e.g., peak seasons, delivery strikes) may occasionally impact delivery times.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return for any item purchased at Full Price.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected]

Our customers are safeguarded by our buyer protection and refund policy (“Refund Policy”) when making a purchase through us. If you do not receive your item within the specified timeframe outlined in our Refund Policy, we will issue a full refund for your purchase.

By making a purchase through our store, you agree to the refund policy outlined below, which is also incorporated into our Terms & Conditions that you accepted at checkout. Please carefully review our Shipping Policy as well since shipping times may vary depending on your country and state.



We process refunds in accordance with the refund policy outlined below:
Refunds for undelivered items
*All items not delivered 45 days from the order date are eligible for automatic refund, subject to Clause 1.3 below if you have not received your items after 45 days, please get in touch with us for a refund.

1.1 For items going to U.S., Canada, or United Kingdom, You are eligible for a full refund if:

(a) You have not received your item 45 days after the order date* (example: If you placed an order on 1 Jan 2021, and it hasn’t arrived by 15 Feb 2021); AND

(b) The tracking information for your item indicates that it has not been delivered to your address.

1.2 For items going to all other countries except U.S., Canada or United Kingdom, we will issue you a full refund if:

(a) You have not received your item 45 days after the order date (example: You placed an order on 1 Jan 2021 and it hasn’t arrived on 15 Feb 2021); and

(b) The tracking information for your item indicates that it has not been delivered to your address.

1.3 You are solely responsible for providing the correct shipping address, and we cannot change it once your order has been dispatched. If you provide us with an incorrect shipping address, the delivery courier may discard your order, making you ineligible for a refund due to the non-delivery of your item(s) under our Refund Policy.

1.4 As long as you have provided the correct address, we will refund the item cost plus shipping for single-item orders. In the case of multi-item orders where you only receive a portion of your order, we will refund the cost of the unreceived items and the corresponding shipping costs for those particular items.

1.5 We will process refunds within 3-4 days after evaluating your request. Please note that the refund may take 5 – 10 days to appear on your card statement.



Refunds of Items Significantly not as Described
1.6 In the rare event that your item arrives severely damaged or significantly not as described, our customer support team will require additional evidence to initiate a refund. This includes photos, pictures, screenshots, product descriptions, and other materials that help verify the item’s damaged condition or significant discrepancy from the description. You must notify us of any product defects within 14 days of receiving your item (i.e., within 14 days from the date of delivery, based on the tracking information).

1.7 Our customer service and evaluation teams may, at their sole discretion, pursue the following course of action:

(a) Provide a full refund if the item arrives badly damaged or is significantly not as described;

(b) Provide a partial refund if the item is partially damaged during shipment or is not as described; or

(c) Provide no refund.

Please note that we adopt an objective approach when evaluating customer complaints. Our customer evaluation teams reserve the right to make a final decision on the refund amount in accordance with clause 1.7 of the refund policy. Understand that we take extra care to ensure you receive quality items and have a rigorous process in place for quality checks.

1.8 You agree that a decision made by our customer service and evaluation teams under the Refund Policy shall be final and binding.

1.9 We do not accept returns for items solely because the customer no longer wants the item after receiving it (i.e., buyer’s remorse). Items that match their description do not qualify for returns or refunds under this policy.

Returns
2.0 In the event that you do not agree with our decision under Clause 1.7 and wish to return your item for a full refund, you agree to ship the item at your expense back to our Singapore office addressed to:

Business Address:No. 2309, Floor 23, Yonghe International, No. 21 Jinshui East Road, Zhengzhou Area (Zhengdong), Henan Pilot Free Trade Zone

2.1 You agree that you will be responsible for the shipping fees and must provide tracking information for us to track your returned order. We will issue a full refund upon receipt of your item.

2.2 This return policy does not apply to clothing items, and returns for such items will not be accepted due to hygiene reasons (see Clauses 2.5 – 2.7 of our Refund Policy below).

Limitation on Liability
2.3 By making a purchase from us, you agree that our total liability to you under any circumstances shall not exceed the amount paid (including shipping) for your item.

Refunds for Order Cancellations
2.4 Except as determined under Clauses 1.1 to 1.8 of this Refund Policy, order cancellations after an item has been paid for are strictly non-refundable. For clarity, our buyer protection policy applies only to items not received or not as described, as defined under the Refund Policy, and does not apply to order cancellation requests. If you are uncertain about any details of any item in our store, please get in touch with our customer service team for clarification before purchasing, as order cancellations are non-refundable.

Legal Enforcement
2.5 You agree to be bound by the Terms & Conditions, and by incorporation, this Refund Policy in making a purchase through our store.

If you need any help with your order, feel free to contact us.