Refund Policy
Thank you for choosing TIANHEZE. We are committed to delivering high-quality 3C accessories and fair, transparent service. Please read our refund policy carefully before placing an order.
1. Before Shipment — Full Refund
If your order has not been shipped and you wish to cancel it, you may request a full refund of the paid amount. Once a refund is confirmed, it will be processed within 5–7 business days.
2. After Shipment — Item Not Received
If your order is confirmed shipped but has not arrived within the agreed delivery time, please contact us. We will investigate the shipment with the carrier. If the package is confirmed lost, we will provide a full refund or a free reshipment, at your choice.
3. After Delivery — Quality Issues
If you receive products with quality problems (e.g., damaged, defective, or not matching the agreed specification), you may apply for a refund or replacement. Please contact us within 7 days of receiving the goods with clear photos or videos as evidence. Upon verification, we will offer a replacement or a refund of the affected items.
4. How to Apply
To request a refund, please contact us with your order number, a description of the issue, and supporting photos/videos. Our team will respond within 24 hours on business days.
5. Refund Methods & Time
Refunds will be made to your original payment method or via bank transfer, as agreed. Once approved, the refund will be completed within 5–7 business days.
6. Non-Refundable Cases
The following situations are not eligible for refunds:
- Orders that are custom-made or produced according to your specific requirements.
- Issues caused by improper use, storage, or external damage after receipt.
- Shipping delays caused by force majeure (e.g., natural disasters, customs inspections, carrier disruptions).
- Orders already delivered and confirmed accepted beyond the 7-day claim period.
7. Custom-Made Orders
Custom-made orders (products manufactured to your specific requirements) are not subject to return or exchange for non-quality reasons.
8. Contact Us
For any questions about this policy, please contact us at sweet@thzsz.com or WhatsApp +852 9566 2791.