Chinese 
English Returns, Refunds & Exchanges
As part of The Our Experience, our commitment is to provide superior products. We will make it right if you are not completely satisfied with your Our purchase. If there is a problem with your purchase the item must be returned within 30 days of receipt of the item. After 30 days, issues will be addressed through the manufacturer’s warranty. Our’s guarantee doesn’t cover ordinary wear and tear or damage caused by improper use or naturally caused accidents.
Please note: personalized (“custom”) products created and delivered by Our in consultation with you as a customer are expressly excluded from the above-mentioned right of withdrawal!
Returning Items
Customers are required to pay all shipping cost for returns and exchanges. Refunds will only be granted for merchandise that is unused, unopened and still in its original packaging. Our will not send boxes to the customer for repackaging an unused item to ship back to us.Our is not responsible for consumer error when ordering online. Items that have obvious signs of use, damage, or missing parts, will not be accepted for a refund.
Within 30 days of purchase, we accept:
Defective items;
Parcel Lost
Parcel damaged on arrival
Incorrect item received
The cost of return in the above cases will be borne by Our.
We don’t accept:
Doesn’t suit me
I changed my mind
Arrived too late
Looks different to image on site
In the above cases, the customer will be responsible for all shipping charges for the return or exchange.
How Do I return an Item?
If the requirements in our policies are met, please contact our customer service department: customer email and request a Return Merchandise Authorization (RMA) number.
Upon approval, you will be issued an RMA #. This number will be required in order for a refund to be made.
All returns received without an approved RMA # will be refused upon delivery. When emailing, please include the following information:
Shipping Party’s Name
Ship To zip code
Reason for return
Item(s) you wish to return
We highly recommend returning merchandise using a courier with tracking capabilities, such as Fed Ex. Please allow 5 – 7 business days to process returns upon receipt.
How to Get a Refund?
Please contact our email address, provide pictures and specific information. After verification, we will help you finish the return and refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Exchanges
To qualify for an exchange, merchandise must be new and in its original condition, including packaging, accessories, warranties, manuals, etc. The customer is responsible for all charges related to return shipments. Exchanged merchandise must be received by Our within 30 days of the original delivery date prior to new product being shipped out. We highly recommend returning merchandise using a courier with tracking capabilities, such as Fed Ex. Please allow 5 – 7 business days to process exchanges upon receipt. All exchanges must be inspected by our quality control division before an exchange is processed.
Custom Items Cannot Be Returned
We do not accept returns on custom printed orders. We provide proofs for customers to approve. Once an order has been placed for a Custom Item, the order cannot be canceled if it has started production. If the Custom Item has not started production, there will be a 20% cancellation fee.