Return policy

Return and Exchange Policy: Hassle-Free Global Shopping

At our store, customer satisfaction is our top priority. We understand that cross-border shopping can come with logistical challenges, so we’ve designed an efficient and transparent return and exchange policy to ensure a worry-free shopping experience. Below are the details of our policy:

1. Scope of Returns and Exchanges

  • Applicable Products: All non-consumable, non-customized products are eligible for returns or exchanges. For customized or special items, Returns is not possible
  • Time Limit: You can request a return or exchange within 30 days from the date of receipt, depending on the product category. The exact time frame is specified on the product page.

2. Special Policies for Cross-Border Returns and Exchanges

  1. Return Shipping Instructions

    • Designated Return Address: Items for return must be shipped to our designated address in China. Once your return request is confirmed by our customer service, we will provide detailed return information, including the address and recipient details.
    • Shipping Recommendations: We recommend using traceable international shipping services (e.g., DHL, UPS, or registered local postal services) to ensure the safe arrival of the item at our specified location.

  2. Shipping Cost Policy

    • the product (except consultancy service) must be returned in the same condition as it was received and return shipping charges are non-refundable and are full responsibility of the customer. Refunds will be made for the price of the item, excluding shipping fees.

  3. Return Processing Time

    • Once the returned item is received, we will complete the inspection and initiate a refund or exchange process within 5-7 business days.

3. Refund Process and Method

  • Quick Refunds:
    • After the inspection, the refund will be issued to the original payment method (e.g., credit card, PayPal, or other payment methods). Refunds typically take 3-7 business days to process, depending on the payment platform.
    • If you prefer a refund in store credits or vouchers, please note this in your request, and we’ll offer additional bonus credits as a token of our appreciation.
  • Currency Conversion:
    • For cross-border payments, refunds will be issued in the original payment currency. Any exchange rate differences will be handled by the payment platform.

4. Our Support and Assurance

  1. Comprehensive Support

    • Our customer service team will guide you through each step, from selecting the appropriate shipping service to filling out return forms.
    • You can contact us via email, live chat, or whatsapp for real-time assistance and quick resolution of any issues.
    • the Refund will be confirmed, once return postal tracking code provided.

5. Contact Us

If you have any questions about the return and exchange process or need further assistance, feel free to contact us:

  • Customer Support Email: koch_129@hotmail.com
  • Customer Support Whatsapp: 0049-17663062137
  • Customer Support Phone: 008618600440179
  • Online Chat: Available daily from 9:00 AM to 8:00 PM (UTC-8: Pacific Standard Time (PST)

Thank you for choosing SHUIMU SPACE. Your satisfaction and happiness is our top commitment. If an error was made on our part, we'll do what we can to fix it! Thanks for your support!