📦 Our 30-Day Return Guarantee

📋 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

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.

📦 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

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.

😔 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:

• 📧 Contact us immediately within 7 days of receiving your package at shop.fulalaplus@outlook.com.
• 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 photo of the outer package label (so we can trace the shipment)
  • A brief description of the issue

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 (return required)

😕 4A. WHAT IF I RECEIVED THE WRONG ITEM?

Oh no! We're so sorry if what you received doesn't match what you ordered! 😔 Please don't worry — we'll make it right! 💪

This includes:

• Wrong product or model
• Wrong color
• Item that doesn't match the listing description

📧 Contact us within 7 days of receiving your package at shop.fulalaplus@outlook.com with:

• Your order number
• A clear photo of the item you received (showing the product, color, and any labels/tags)
• A photo of the outer package label (so we can trace the shipment)

🔍 4B. MISSING OR LOST PACKAGES

We understand how frustrating it can be when a package goes missing. Here's what to do:

📬 Tracking shows "Delivered" but you haven't received it?

• 📧 Contact us within 7 days of the delivery date at shop.fulalaplus@outlook.com
• Check with your neighbors or family members who may have accepted the package
• Contact your local post office or carrier with your tracking number

🚚 Tracking shows "In Transit" for more than 7 days?

• Please reach out to us and we'll open an investigation with the carrier
• Once the carrier confirms the package is lost, we will issue a full refund or send a free replacement (recommended😊)

📌 5. PACKAGING NOTICE

Our products are wrapped with protective coarse cotton thread and sealed in plastic to keep them safe during shipping. Please note that:

• 🧵 The coarse cotton thread may occasionally catch or pull slightly during handling — this is normal and does not affect the product itself.
• 📦 Wrinkles or creases on the plastic seal are also normal due to the packaging process and do not impact product quality.

🔄 6. EXCHANGES

We currently do not offer direct exchanges. If you would like a different item, please return the original item for a refund within 30 days of receiving it and place a new order separately for the replacement item.

🚀 This is the fastest way to receive your new item — your replacement will ship out immediately with your new order, without having to wait for your return to reach us first!

Here's how it works:

• 1. Request a return – Follow No. 2 THE RETURN PROCESS Step 1 and Step 2 above to request a return and obtain our designated return address.
• 2. Return the original item – Ship the item back to us using the address we provide.
• 3. Place a new order – While your return is in transit, simply place a new order for the item you want. 🛒
• 4. Receive your refund – Once we receive and inspect your returned item, we will issue a full refund to your original payment method. 💰

If you need any assistance with placing your new order, just contact us — we're happy to help! 😊

🚫 7. EXCEPTIONS / NON-RETURNABLE ITEMS

The following items cannot be returned:

• 🌸 Perishable goods (such as food, flowers, or plants)
• 🎨 Custom products (such as special orders or personalized items)
• 🧴 Personal care goods (such as beauty products)
• ⚠️ Hazardous materials, flammable liquids, or gases
• 🏷️ Sale items – All sales are final. No returns or exchanges, but if your item arrives damaged, please contact us within 7 days and we'll make it right! 😊
• 🎁 Gift cards (code amounts are non-refundable)

If you have any questions about whether your item is eligible, please contact us — we're happy to clarify! 😊

💰 8. REFUNDS

We will notify you once we've received and inspected your return, and let you know whether your refund has been approved or not.

If approved, you'll be automatically refunded to your original payment method within 5-7 business days. Please remember that it may take some additional time for your bank or credit card company to process and post the refund.

🏷️ 9. DISCOUNT CODES – GENERAL POLICY

1. Valid and expired discount codes

Discount codes are valid only for the time period specified at the time of issue. Expired discount codes cannot be extended, reactivated, or exchanged for cash or store credit.

2. Minimum order requirements

If a discount code requires a minimum order value, this applies to the subtotal before shipping and taxes. If the subtotal falls below the minimum after discounts, the discount code will not apply.

3. Combining discount codes

Only one discount code can be used per order, unless otherwise stated. Discount codes cannot be combined with other promotions, bundle deals, or bulk discounts unless explicitly permitted.

4. Refunds and returns

If you return an item and a discount code was applied to your original order, the discount amount will not be refunded — the refund is based on the amount you actually paid. However, your discount opportunity doesn't have to end here! We will issue a new discount code for your next purchase after your return is confirmed. 

5. Cancelled orders

If your order is cancelled before it ships, the discount code used will become invalid. Reuse of the same discount code is not guaranteed, as it depends on the code's usage limits and system status. If you wish to place a new order following a cancellation and would like to use a discount, please contact our support team — we will review your case and assist you where possible.

6. How it works for returns

• 1. Complete your return – Once your return is confirmed and processed, we will send you a new discount code via email.
• 2. Use it for your next order – The new code will be valid for 30 days from the date of issue.
• 3. Contact us if you have questions – If you haven't received your new code within 5 business days of your return being confirmed, just reach out to us and we'll sort it out.

7. General notes

• Discount codes are non‑transferable and cannot be exchanged for cash.
• We reserve the right to cancel or modify discount codes at any time without prior notice.
• Discount codes cannot be applied to previous orders.

🇪🇺 10. EU COOLING-OFF PERIOD – FULL TERMS

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of receiving your item, for any reason and without justification.

Return conditions:

You may inspect the item as you would in a physical store. This means you can open the packaging, touch, and try on the item. However, to be eligible for a full refund, the item must be returned in a condition that allows us to resell it — it should not show signs of excessive use, significant soiling, or damage beyond normal handling. For full return condition requirements, please refer to No. 1 Return Eligibility above.

Return shipping costs:

For returns made under the 14‑day cooling‑off period, the return shipping cost is borne by the customer. This is in line with EU consumer protection regulations.

When we cover return shipping:

We will cover the return shipping cost only if:

• You received a defective item or wrong item that was defective upon arrival (not damaged during use). Please notify us within 7 days of delivery. Please refer to No. 4 (Damaged Items) and No. 4A (Wrong Item) above for more details.

How to start a return:

To start a return, please refer to No. 2 (The Return Process) above for the return instructions.

Deduction for diminished value:

You are only liable for any diminished value of the goods if the handling goes beyond what is necessary to establish the nature, characteristics, and functioning of the goods. If the item is returned in a significantly soiled, damaged, or excessively used condition, we may deduct an amount from your refund to reflect the loss in value. The assessment of the condition of returned items and any potential depreciation is at our discretion. Any deduction will be clearly explained before we process your refund.

Discount codes:

If a discount code was applied to your order, the discount amount will not be refunded. However, we will issue a new discount code for your next purchase after your return is confirmed. For full details, please refer to No. 9 Discount Codes – General Policy above.

Non-returnable items (hygiene exception):

For health protection and hygiene reasons, we cannot accept returns on sealed products (such as yoga mats or other intimate fitness items) if the protective seal has been removed or broken after delivery. This does not affect your statutory rights if the product is faulty or not as described.

📬 11. CONTACT US

Thank you for taking the time to read through our policy — we know it's a bit long, but we've put a lot of care into creating it. We believe in being transparent and fair with our customers, and we want every detail to be clear.

Your experience matters to us above all else. With years of experience running stores on Amazon and other platforms, we truly understand the considerations and concerns that come with online shopping. We're here to listen, to help, and to find solutions that work for you — whether it's a return, an exchange, or just a question.

If you have any questions, concerns, or need assistance, please don't hesitate to reach out — we're here to help! 💬

We're always happy to help and will get back to you as soon as possible.

Thank you for your support! 💙