A. Order Changes & Cancellations

This section is for customers who wish to change their mind before receiving their order.

Applicable period: You can change or cancel your order within 12 hours of placing it.

How to proceed: Send a request to [email protected] with the subject line "Cancel/Change Order_order code".

Note:

After 12 hours, your request cannot be processed as the order has already entered the processing and shipping phase.

There are no fees for changing or cancelling your order.

B. Return & Refund Policy

This section is for customers who wish to exchange, return, or get a refund after receiving their product.

1. Applicable Period

You have 32 days from the date you receive the product to request an exchange or return. After this period, we regret that we cannot process your request. 

2. Accepted and Unaccepted Cases

a. Accepted Cases

We accept exchanges, returns, and refunds for issues that are our fault, including:

• Incorrect product: The item doesn't match the order you placed (e.g., wrong model, missing product, wrong base style).
• Defective product: A manufacturing defect or damage that occurred during shipping (e.g., the sphere is cracked or broken; the light doesn't work).
• Product not as described: The item does not match the description on the website regarding material, details, or size.

b. Unaccepted Cases

We do not accept exchanges, returns, or refunds for the following cases:

• The product has been used or is damaged due to customer fault.
• The return request is submitted more than 32 days after the delivery date.
• The customer simply changes their mind (e.g., no longer likes or needs the product).

3. Return & Refund Process

Please follow these steps:

Submit a request: Send an email to [email protected] with the subject line "Return & Refund Request". Please state your order code and the issue, and attach images or videos.

Wait for Confirmation: Our team will review your request and respond within 2 business days.

Resolution: Once your request is confirmed as valid, we will proceed with one of two solutions:

• Send a replacement: If the product is in stock, we will ship a replacement. We will cover all shipping costs.
• Refund: If the product is out of stock, we will refund the full order value to your original payment method.

4. Shipping Costs

We cover the costs: If the exchange or return is due to our fault (manufacturing defect, shipping damage, wrong order sent).

You cover two-way costs: If you want to exchange the base type. We only offer an exchange for this case and do not provide refunds.

5. Refund Process

Processing time: Once your request is approved, we will process the refund within 1–2 business days.

Refund method: The amount will be returned to your original payment method.

Note: Depending on your bank or service provider's policy, it may take an additional 3–5 business days for the amount to appear on your statement. We will send you an email notification when the refund transaction is complete.

Contact Us

If you have any questions about this policy, please contact our support team via email at: [email protected]

Business Hours: Monday – Friday, 9:00 AM –5:00 PM EDT.