Welcome to [LadyBuys] (hereinafter referred to as “our store”), where you can purchase creative handmade products. To protect your legal rights and respect the uniqueness and customized nature of handmade products, our store has formulated this refund and return policy in accordance with relevant cross-border trade regulations and consumer protection clauses. Please read this policy carefully before placing an order. Placing an order means that you have fully understood and agreed to the contents of this policy.
I. Scope of Application

This policy applies to all creative handmade products purchased through our store’s cross-border independent website, including but not limited to handmade jewelry, fabric ornaments, wooden crafts, and customized handmade gifts. It covers regular sales products and promotional products, but special customized products are subject to the terms separately listed in this policy.

II. Core Refund and Return Terms

(I) Circumstances under which refunds/returns can be requested

  1. Product quality issues: The received product has structural defects (such as broken threads in handmade woven products, cracks in wooden crafts, detached jewelry accessories, etc.), functional failures (such as handmade products with lights that cannot be lit), or is significantly inconsistent with the product description (such as significant differences in material, size, and color compared to the details page, beyond the normal range of errors for handmade products).
  2. Damage during transportation: The product is damaged, deformed, or has missing parts during cross-border transportation, and this is not due to normal wear and tear of the logistics packaging.
  3. Incorrect/missing products: The received product is inconsistent with the order information (such as incorrect style or quantity), or there are missing items in the order.
  4. Special circumstances for customized products: Customized handmade products can only be returned or refunded under the following circumstances: ① The product has serious quality problems (not due to process differences caused by customization requirements); ② The finished product has a substantial deviation from the customized plan you confirmed (such as design drawings, text content, size parameters, etc.), and this deviation is caused by our store’s production error.

(II) Circumstances under which refunds/returns cannot be requested

  1. Normal variations in handmade products: Due to the characteristics of creative handmade products, each product may have slight differences in color depth, texture, and handmade marks (such as stitches, carving patterns, etc.). These differences are part of the unique charm of handmade products and are not considered quality problems, and therefore are not eligible for refunds or returns. 2. Personal Reasons: Refunds and returns will not be processed for personal reasons such as changes in personal aesthetic preferences, no longer needing the product after purchase, incorrect size selection (the store has clearly marked the size information and there are no errors in the markings), or failure to carefully read the product description.
  2. Customized Products (Regular Circumstances): Except for the special circumstances listed in this policy, customized handmade products, due to their exclusive nature, are not eligible for refunds or returns once they have been completed and shipped.
  3. Human Damage: Damage caused by improper use or poor storage after receiving the product (such as dropping, crushing, or getting wet) will not be eligible for refunds or returns.
  4. Exceeding the Application Deadline: Applications for refunds/returns submitted after the deadline specified in this policy will not be accepted.
  5. Products Affecting Resale: Products with damaged or missing labels or packaging, products that have been used (e.g., jewelry with signs of wear, stains on fabric products), or products that have been modified or repaired by the customer are not eligible for refunds or returns.

III. Refund and Return Application Deadlines

  1. Regular Handmade Products: You must submit a refund/return application within 14 calendar days of receiving the product via internal messaging or designated customer service channels, and provide relevant supporting documents.
  2. Customized Handmade Products: You must submit an application within 7 calendar days of receiving the product for eligible circumstances; applications submitted after this period will not be accepted.
  3. Logistics Issues: If you find any logistics-related problems such as damaged or missing packages, you must take photos as evidence at the time of signing for the package and contact customer service within 48 hours of signing. Failure to do so will be considered as confirmation that the product was received in good condition.

IV. Refund and Return Process

(I) Application Submission

You need to find the corresponding order on the “My Orders” page of our store’s independent website and initiate a refund/return application, or send an email to the customer service email address [zhangpf880919@gmail.com]. The email subject should be “Refund/Return Application + Order Number,” and the body should include the following information: order number, purchase time, product name, reason for application, contact information, and attached relevant supporting documents (such as clear photos or videos of product issues, confirmation records of the customized design, photos of the shipping label, etc.). (II) Review and Confirmation

  1. Our customer service team will complete the review within 3 business days of receiving your application and will provide feedback on the review results via internal message or email.
  2. If the review is approved, customer service will provide you with the return address (only for cases where returns are supported), return instructions, and refund process explanation; if the review is not approved, we will inform you of the reasons and basis for rejection in detail.

(III) Return Shipping (if applicable)

  1. You need to return the product to the designated address within 7 calendar days after the review is approved. When returning the product, please ensure that the product packaging is intact, include a slip with your order information, and keep the tracking number properly.
  2. Return shipping costs: For returns due to product quality issues, incorrect or missing items, or transportation damage, the shipping costs will be borne by our store (you may pay in advance, and our store will reimburse reasonable shipping costs after confirming receipt of the returned goods; proof of shipping costs is required). For returns due to personal reasons (only in special cases permitted by our store), the shipping costs and any customs duties and clearance fees incurred will be borne by you.

(IV) Inspection and Processing

  1. After receiving the returned goods, our store will complete the product inspection within 3 business days. After confirming that the product problem is consistent with the application description, we will initiate the refund or exchange process (exchanges are only applicable to regular products that can be restocked).
  2. If the inspection reveals that the product problem does not match the application, or there is man-made damage or other issues affecting resale, we will refuse to process the refund/exchange and will return the product to you, with the related costs borne by you.

V. Refund Instructions

  1. Refund Method: Our store will refund the payment to your original payment method, supporting common cross-border payment channels such as PayPal and credit cards.
  2. Refund Arrival Time: After the refund application is confirmed, our store will submit the refund operation within 1-3 business days. The actual arrival time depends on your payment institution and bank processing cycle, usually 3-15 business days. Cross-border payments may experience slight delays, please understand.
  3. Refund Amount: Eligible refunds will return the actual amount you paid for the goods, excluding shipping costs, customs duties, and other additional expenses borne by you (except for those caused by our store’s responsibility). VI. Special Instructions
  4. For customized products, our customer service team will confirm key information such as design plan, material selection, and size parameters with you before placing the order. Production will be arranged based on this confirmation. If you need to modify the design during the production process, additional costs and extended lead times may apply. Specific details will be subject to mutual agreement.
  5. Customs duties and import taxes that may be involved in cross-border transactions are usually paid by you to the local customs upon receipt of the goods. These fees are not covered by our store’s refund policy; if related taxes and fees arise due to returns, the responsible party will bear the cost.
  6. Our store reserves the right of final interpretation of this policy. In case of special circumstances such as adjustments to cross-border trade policies or changes in logistics channels, our store will update the policy through announcements on our website. The updated policy will take effect from the date of publication.

VII. Contact Information

If you have any questions about this policy or need to submit a refund/return request, please contact us through the following methods:

  • Customer Service Email: [zhangpf880919@gmail.com]
  • Website Customer Service: “Online Customer Service” in the lower right corner of the website (Working hours: 9:00-18:00 Beijing time)
  • Emergency Contact Number:

Effective Date of this Policy: December 1, 2025