Refund policy

1. Company Information

• Full Legal Name: Yiwu Loumeng Home Goods LLC.
• Registered Address: 3rd Floor, Building 2, No. 177 Tongyi Road, Yiting Town, Yiwu City, Zhejiang Province, China
• Legal Representative: Zhang Wenfeng
• Contact Email: support@delast.us
• Contact Phone: +86 15967947211
• Business Scope: Design, sourcing, wholesale, online sales, and cross-border trade of daily glassware, home essentials, maternal and baby products, and apparel accessories; authorized cross-border import/export trade of general goods (consistent with our business license, excluding items requiring prior approval).

2. Refund & Return Eligibility

2.1 Eligible for Refund/Return

• Defective Products: Glassware with manufacturing defects (e.g., cracks, chips, uneven edges, flawed craftsmanship) that affect normal use. This includes products damaged during production or packaging.
• Damaged During Shipping: Products damaged during transit (e.g., broken glass, cracked cups, damaged packaging). As glassware is fragile, we require clear evidence of shipping damage to process refunds promptly.
• Incorrect Items: Products shipped that do not match your order (e.g., wrong style, wrong size, wrong quantity, or incorrect product model). We will verify the error and process a full refund or replacement.
• Unused & Unopened Products: Products returned within the return window, in their original, unopened packaging, with all accessories (e.g., cup lids, straws, gift boxes) intact, and with valid proof of purchase (order number, receipt). These returns are subject to the terms outlined in Section 4.2.

2.2 Not Eligible for Refund/Return

• Products returned after the 30-day return window (no exceptions, unless required by local law).
• Products that have been used, washed, modified, or damaged (due to customer mishandling, e.g., dropping, improper storage).
• Products with missing original packaging, accessories, or proof of purchase.
• Damage caused by customer mishandling (e.g., dropping glass cups, exposing to extreme temperatures after delivery).
• Final sale items (clearly marked on product pages with “Final Sale – No Refunds/Returns” to avoid confusion).
• Customized or personalized products, as these are made to order and cannot be resold.

3. Return Window

4. Return Shipping Responsibility

4.1 Our Responsibility (Defective/Incorrect/Damaged Items)

4.2 Customer’s Responsibility (Buyer’s Remorse)

5. Refund & Return Process

1. Initiate Return Request: Contact our customer support team at support@delast.us within 30 days of delivery. Include your order number, full name, delivery address, reason for return, and clear photos/videos of the product (and packaging, if damaged/defective) to verify eligibility.
2. Return Approval: We will review your request and supporting materials within 2 business days and notify you via email whether your return is approved or denied. If denied, we will provide a clear explanation for the decision, in compliance with GMC guidelines.
3. Return Instructions: Approved returns will receive detailed instructions, including avalid, physical return address (no fake or invalid addresses) and shipping guidelines (especially for fragile glassware). For eligible returns where we cover shipping, a pre-paid label will be attached to the approval email.
4. Ship the Return: Send the returned item(s) within 7 days of return approval and retain the tracking number for reference. For fragile glassware products, ensure proper packaging (e.g., bubble wrap, foam) to prevent further damage during return transit.
5. Inspection: We will inspect the returned item(s) within 3 business days of receipt to verify eligibility (e.g., condition, packaging, defects). For damaged or defective items, we will cross-verify with the photos/videos you provided.
6. Refund Processing: Once the return is verified and approved, we will process your refund within 5–7 business days to the original payment method (credit card, PayPal, etc.). You will receive a refund confirmation email once the transaction is completed.

6. Refund Amounts

• Defective/Incorrect/Damaged Items: Full refund of the product price + original shipping cost + return shipping cost (covered by us). No additional fees are deducted.
• Buyer’s Remorse (Non-Defective Items): Refund of the product price minus return shipping costs (paid by you) and a 10% restocking. Original shipping costs are non-refundable.
• Promotions/Discounts: Refunds are based on the actual amount paid (after discounts, coupons, or promotional offers), not the original retail price. If a promotion requires a minimum order amount and the return reduces the order below that threshold, the discount will be deducted from the refund.
• Canceled Orders: If you cancel an order before it is shipped, we will issue a full refund within 1–2 business days. If the order has already been shipped, you must follow the return process outlined above once you receive the item.

7. Exchange Option

8. International Refunds (Cross-Border Compliance)

• We accept international returns from all markets we ship to (North America, Europe, Asia-Pacific), consistent with our Shipping Policy and GMC account settings.
• For buyer’s remorse returns, you are responsible for all return shipping costs, customs duties, and import fees. We will not reimburse these additional charges.
• We provide accurate customs documentation for return shipments to facilitate clearance, including the necessary safety documents for glassware products as required by international regulations.

9. GMC & Legal Compliance

• No false or misleading claims (e.g., “free returns” for non-defective items, exaggerated refund timelines).
• Consistency between this Policy, our website, and GMC account settings (no discrepancies in return windows, shipping costs, or eligibility criteria).
• Clear disclosure of all fees (restocking fees, shipping costs) and non-eligible items.
• A valid return address and accessible customer support for return/refund inquiries.
• Compliance with international shipping regulations for fragile goods (glassware) during the return process.

10. Policy Updates

11. Contact Us

• Email: support@delast.us
• Phone: +86 15967947211
• Address: 3rd Floor, Building 2, No. 177 Tongyi Road, Yiting Town, Yiwu City, Zhejiang Province, China