Return & Refund Policy
This policy contains separate terms for B2B Wholesale Buyers and Retail (End Consumer / C-end) Customers. By placing an order on this website, you confirm that you have read and fully accept the corresponding terms applicable to your order type.
## Part 1: Terms for Retail / End Consumer (C-end Customers)
This section applies to individual retail buyers purchasing products for personal use.
All items are handmade woven goods. Minor natural craft variations including slight color difference and tiny weaving traces are not classified as quality defects.
1. Eligible Return & Refund Conditions
Returns and refunds are accepted **only for verified manufacturing quality defects**.
Claims must be submitted with clear photos or video evidence within 7 calendar days upon delivery.
2. Non-Returnable & Non-Refundable Circumstances
We DO NOT support returns, exchanges or refunds under the following circumstances:
• Change of mind, dislike of style, inappropriate size or other personal reasons;
• Products damaged by improper use, accidental impact, artificial wear or improper storage by the buyer;
• Minor handmade texture/color differences inherent to handcraft production;
• Products that have been used, washed, modified, or without complete original packaging and labels;
• Clearance, promotional discounted goods.
3. Shipping Fee Rule for Approved Returns
If a return application for confirmed manufacturing quality defect is approved:
**All return shipping expenses, including freight, customs charges and related handling fees, shall be undertaken by the retail buyer.** We will not cover return delivery costs for C-end returns.
4. Return Process for Retail Customers
Step 1: Contact customer support within the 7-day claim window, provide order number and visual proof of quality defects.
Step 2: Wait for official verification. Unauthorized direct return without prior confirmation will be rejected.
Step 3: Once approved, send the item back to our designated address with full original packaging.
Step 4: We will inspect the item within 5–10 business days after receipt. A refund will be processed after successful inspection verification.
5. Important Reminder
We recommend buyers choose trackable shipping service for returns. We are not responsible for lost or damaged parcels during the return transit.
## Part 2: Terms for B2B Wholesale Only
This section applies exclusively to B2B wholesale orders. Retail end consumers are not covered by the rules below.
All straw tote bags, crochet bags, woven beach bags, and handmade woven accessories are sold for wholesale business resale purposes. Due to the nature of handmade woven products, minor texture differences, slight weaving irregularities, and tiny color variations between batches are normal and not considered quality defects.
1. General B2B Wholesale Terms
B2B wholesale orders do not support free returns for personal business reasons, including overstock, slow sales, wrong style selection, customer preference changes, or order miscalculation.
2. Qualified Return & Refund Conditions (Only for Quality Issues)
We only accept returns or refunds for authentic factory quality problems caused by our production process, including:
Broken weaving, large holes, or severe stitching defects
Wrong items, wrong SKUs, or incorrect quantity shipment on our side
Severe damage that affects normal resale (confirmed by our inspection team)
Claim Time Limit: Buyers must submit quality claims with clear photos/videos within 7 calendar days after delivery. No claims will be accepted after the deadline.
3. Non-Returnable & Non-Refundable Situations (B2B Wholesale Rules)
The following situations are final sale and cannot be returned, exchanged, or refunded:
Minor handmade differences, slight color difference, minor texture unevenness, or normal manual craft traces
Goods damaged during international shipping, customs inspection, or customer local storage
Items used, resold, modified, repaired, or removed original tags and packaging
Overstock, unsold inventory, or buyer’s wrong order planning
Custom orders, private label orders, customized logo, or custom size wholesale batches
Seasonal clearance items, promotional bulk orders
4. Return & Exchange Process
Step 1: Submit your order number, defect photos, and detailed problem description via our official email or Shopify message within the valid claim period.
Step 2: Our team will review your application within 3–5 business days and provide a verified return solution (refund, partial credit, or replacement).
Step 3: Return Shipment (If Approved) Send goods back to our designated warehouse address with intact packaging. All returned items must be resalable and unaltered.
Step 4: Final Processing We will inspect returned items within 5–10 business days after receiving the package and complete refunds or replacements accordingly.
5. Shipping Cost Responsibility
Our fault (quality problem/wrong shipment): We cover replacement production cost; return shipping cost will be negotiated based on order agreement.
Buyer voluntary return: All return shipping fees, customs fees, and handling fees are fully borne by the buyer.
Note: All international import duties, local taxes, and customs clearance fees are the buyer’s responsibility under B2B wholesale trade terms.
6. Partial Refund & Store Credit Policy
For small-quantity defective items, we prefer to offer partial refunds or store credit for future wholesale orders to save international shipping costs for both parties. Store credit is valid for 12 months and can be used for any new batch orders.
7. Order Cancellation Rule
Once a B2B wholesale order is confirmed and production starts, order cancellation is not allowed. For urgent cancellation requests, a certain production loss fee will be charged according to the production progress.
8. Inspection & Dispute Resolution
All return judgments are based on our official warehouse inspection results. If there is any discrepancy, both parties shall resolve the dispute through friendly negotiation based on international B2B wholesale trade standards.