You may cancel your order at any time before it has been shipped. Once your cancellation request is received and processed, a full refund will be issued to your original payment method. Please note that it may take 3-5 business days for the refund to appear in your account, depending on your financial institution's processing times.
To cancel an order, please contact our customer service team as soon as possible with your order number and details. We recommend checking your order status in your account dashboard before requesting cancellation, as orders in the "Processing" stage can typically be canceled, while those marked as "Shipped" cannot.
We accept returns within 30 days of the original purchase date. To be eligible for a return, your item must be unused, in the same condition as you received it, and in its original packaging. You must also provide the original receipt or proof of purchase.
Certain items are exempt from being returned, including perishable goods, custom products, and items marked as final sale. Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item.
To initiate a return, please contact our customer service team to obtain a Return Merchandise Authorization (RMA) number. Returns without an RMA number will not be accepted. You will be responsible for paying the shipping costs for returning your item unless the return is due to our error.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 7-10 business days.
Please note that shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund unless the return is due to our error. For items returned without authorization or not meeting our return policy requirements, we reserve the right to refuse the return or charge a restocking fee of up to 20% of the item's value.
If you haven't received your refund within the specified timeframe, first check your bank account again. Then contact your credit card company or payment processor, as it may take some time before your refund is officially posted. If you've done all of this and you still have not received your refund, please contact us with your order details and proof of purchase.
For bank transfers, processing times may vary depending on your financial institution. Some banks may require additional time to process the refund request. If more than 15 business days have passed since we approved your refund and you still haven't received it, please contact us immediately so we can investigate the matter.
If you have any questions about our Return & Refund Policy, please don't hesitate to contact our customer service team. We're here to help and will respond to your inquiry as quickly as possible.
xiaohenyyds Caribe Ltd.
47 Calle 23, Vedado, Havana 10400, Cuba
Phone: +53 7 833 4562
Email: [email protected]
