Return and refund policy

Our 30-Day Return Guarantee

We want you to love what you get. If something isn't quite right, we're here to help!~

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

📋 1. RETURN ELIGIBILITY

To be eligible for a return, your item must be unused, in its original packaging, and in the same condition that you received it. This includes all accessories, tags, and instruction manuals.

📩 2. THE RETURN PROCESS

⚠️ Critical Notice: Please do not send the item back before receiving our correct return address. Items sent back to us without first requesting a return will not be accepted. Items sent to the wrong address cannot be processed as well.

Step 1: Submit Your Request

Contact our support team at shop.fulalaplus@outlook.com. Please provide the reason for your return for our internal record. To help us locate your order, you must include your order number, the email address used when placing the order, or a screenshot of your order confirmation email showing these details.

Step 2: Obtain Authorization & Ship

Once we approve your return request, we will provide you with the correct designated return address within 1-2 business days. You may ship the item back using any carrier of your choice. Please note that return shipping costs are the responsibility of the customer unless Return Protection was purchased.

Step 3: Provide Tracking

After dispatching your package, you must email us the tracking number. This allows us to locate your package and submit the return record to our warehouse for faster inspection and refund processing.

To protect our honest customers, all returned items are inspected and matched against our shipment records. Returns that do not match the original item will be rejected and no refund will be issued.

📦 3. MULTIPLE ITEM ORDERS & MULTI-PACKAGE SHIPMENTS

Orders containing multiple products may be fulfilled across different regional logistics centers (including US domestic fulfillment centers and international transit hubs) and dispatched in separate packages under independent tracking numbers. Return requests and physical inspections are therefore handled strictly on an individual item basis.

Regional Inventory Allocation

Due to localized inventory distribution, items within the same order may require return clearance to different designated warehouse facilities. Customers must secure the correct return authorization and address for each specific product prior to shipping.

Consignment Consolidation Policy

⚠️ Critical Directive: Do not consolidate products from different shipments or tracking numbers into a single return consignment unless explicitly instructed by our support team.

Routing Verification

Packages received at an incorrect facility or containing unauthorized mixed items cannot be categorized by our automated sorting system, rendering the return void and ineligible for refund credit.

💡 Important Quality Standard Reminder: To qualify for a return under these criteria, each individual item must remain completely unaltered, unopened, unused, and enclosed within its original factory packaging with all security seals, hardware kits, and documentation fully intact.

Please be assured that this standard is in place to ensure all inventory records match perfectly. Any product that shows signs of opening, assembly, or variance from our initial shipment logs will fail the mandatory warehouse receiving inspection and cannot be accepted for reimbursement.

📦 4. WHAT IF MY ITEM ARRIVES DAMAGED?

We're so sorry if your item arrives less than perfect! We know how disappointing that can be. 😔 Please don't worry – we're here to make it right.

If your item is damaged or defective upon arrival:

  1. Contact us immediately within 7 days of receiving your package at shop.fulalaplus@outlook.com.

  2. Provide the following in your email:

    • Your order number.

    • A clear photo or video of the damage or defect (this helps us process your claim faster!).

    • A brief description of the issue.

  3. We will review your case and get back to you within 1-2 business days with a solution. This may include:

    • Sending you a free replacement (if available).

    • Issuing a full refund to your original payment method.

Important: For damaged items, we will cover the return shipping costs if a return is required. Please do not send the item back before receiving our instructions.