Return and Exchange Policy
1. Return and Exchange Instructions
- The returned merchandise must be unused and free from stains and faults not caused by human error. The 7- day appreciation period guaranteed by the Consumer Protection Law is only for you to hesitate and confirm whether the product meets your needs. It is not a trial period for the product. If this store confirms that the product can be returned, please use the original packaging to properly pack the product. Do not directly stick stickers, write words or send it directly on the original packaging. Returns cannot be accepted in the following cases:
- The product appreciation period exceeds 7 days.
- The product has been opened and used, or has been damaged due to human factors, such as: soiled, faulty, damaged, worn, abraded, scratched, or dirty.
- The returned merchandise packaging is damaged or incomplete, or the invoice or accessories are missing.
- Malicious or high volume returns.
- Only return service is provided, no exchange.
- Combination discount items cannot be returned separately.
- Please note that if the amount retained on the order after the return does not meet the standard for free gifts or free shipping, the full amount of gifts and shipping fees must be sent back together with the returned goods ( new and unopened ) .
2. Return process
Contact customer service → Provide "Name of the orderer", "Order number", "Contact number", "Name of the returned product", "Reason for return and photo" → Confirm that the product can be returned → Prepare all the products → Provide "Collection time", "Recipient's name, phone number, address" → The product will be collected by the logistics company entrusted by us.
Customer service email: bestmate.love@gmail.com
Official LINE: @bestmate
3. Refund Instructions
After receiving the product and confirming that there is no problem, we will refund you through the following methods
- ATM / convenience store checkout: refund to member's bank account. Please provide the receiving bank code / account name / account number. It will take about 7-14 working days to be credited to the account.
- Credit card: After receiving the goods and confirming that they are correct, you can return them by credit card. Since each bank has different refund procedures, if you want to check the refund progress later, you can first pay attention to the current or next credit card bill.
※ Friendly reminder: To facilitate the return process, since our company cannot correctly verify the identity of the returner, our company will only refund the refund to the orderer himself. The orderer shall not instruct our company to refund the amount to a third party other than the orderer himself.