Buyer Service Charter
Every clause below is a commitment with a number attached. It is the same text the API returns, so an agent can act on it without guessing.
Shipping
| Ships from | China |
|---|---|
| Dispatch | within 2 business days of cleared payment |
| Transit | 7-12 days, tracked, door to door |
| What the price covers | US import duty, international shipping and customs clearance. Nothing is collected on delivery. No US state sales tax is collected. |
| Destinations | US, CA, GB, SG (per product; each product page lists the countries it ships to) |
Returns: the timeline we commit to
| 1. You tell us | Open a return within 14 days of delivery. Include the order number and what is wrong. |
|---|---|
| 2. We give you an address | Within 3 calendar days we send a returns address. If we miss that window, the order is refunded in full. |
| 3. You send it back | Within 7 calendar days of receiving our address, give us the tracking number. If it does not arrive in that window, the return is treated as withdrawn. |
| 4. We confirm receipt | If we say nothing, the return is deemed accepted on day 30 and the refund is issued automatically. |
| 5. If something is wrong with what arrived | We can raise a problem within 48 hours of signing for the parcel, with evidence. After that we accept it. |
Who pays the return shipping
| Your reason | You changed your mind, ordered the wrong size or thread: you pay the return shipping to our address in China. |
|---|---|
| Our fault | Wrong item, defective, damaged, missing pieces: we pay the return shipping, and the item is still returned to our inspection facility. Refund follows inspection. |
| Not clear whose fault | We split it 50/50. |
| If we do not answer | The claim is settled in your favour. |
What counts as evidence
| Damaged or defective (visible) | Photos or video in daylight, with the damaged area visible in close-up. The item is then returned to our third-party inspection facility before the refund is issued. |
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| Missing pieces | A photo or video of everything you received, together with the parcel and its shipping label. |
| Defective but not visible on camera | Return and refund. The item goes to an independent third-party inspection facility. If the fault is confirmed, we refund in full and pay the return shipping. The inspection finding settles the claim for both sides. |
| What we keep on our side | A packing video and the carrier's recorded weight for every parcel. This is how we tell a genuine short-shipment from a parcel that arrived intact, and it protects both of us. |
How a claim is settled
| Your choice | You choose between a partial refund (keep the item, accept the discount) and a full return-and-refund. Every refund that is not a partial refund requires the goods to come back. |
|---|---|
| Safety problem | If the item is unsafe to use, it is a return and full refund. No partial refund, no argument. |
| Independent inspection | Where a fault cannot be seen on camera, the item is sent to a third-party inspection facility. Its finding settles the claim. Neither side can override it. |
| Refund method | Back to the original payment method. |
| Restocking fee | None. Ever. |
Parcels that never arrive
| Tracking shows delivered, you say it did not arrive | Tell us within 14 days. We open a carrier investigation and either reship or refund. |
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| Stuck in customs | If a parcel is held for more than 10 days with no movement, we treat it as a failed delivery and refund or reship, your choice. |
| Returned to us in transit | We refund in full or reship at our cost. |
The one thing we will not do
| We do not require you to accept a partial refund | If the item is genuinely wrong, you get a full refund. A partial refund is an offer, never a condition. |
|---|---|
| We do not ask for card details | Payment goes through PayPal. If anyone asks you for card details on our behalf, it is not us. |