1. Refunds due to item reasons
If the following situations are met, please submit a refund or return request within 30 days from the delivery date of the package, and attach a photo of the item you received to us for confirmation.
- Received wrong items.
- Cracked or damaged due to shipping.
- Some order items are missing.
- Item is defective.
Once it is confirmed that it is our cause or product quality problem, we will provide the following two options for you to choose:
- Re-send a correct item for you for free within 3 days and send the new tracking ID to you.
- If you don't need a replacement, we refund you within 24 hours.
2. Refund due to never received the package
If you don't received package within 25 days from the date of placed order, please contact us. We will use the Tracking ID shared with you to track and investigate the status of the package on our carrier's website (USPS, ROYAL MAIL, DHL, CHINA POST) and send you the tracking status (screenshot and tracking link) for confirmation. According to the tracking results, a full refund will be made within 48 hours if the following conditions are met:
- Package delivery failed
- Tracking status was never updated
- Tracking ID does not exist
- Package has been returned to the carrier
Please note that if the tracking result is that the following circumstances are not eligible for refund:
- Package delivered failed due to wrong or miss address
- Package delivered failed due to insufficient contact information
3. Refund due to ordering a wrong item
Please make sure you select the correct color, model, device and other attributes when placing your order. If you order a wrong item due to your own mistake, we do not offer refund only exchanges. If you want to get refund, please send the package back to the return address we provided for you (we do not provide any return label and shipping fee). Once we receive your return package will process your refund within 48 hours. Returned packages need to meet the following conditions or refunds will not be supported:
- Item must be in the same condition as when you received it
- Not worn or used
- In original packaging
4. Refund due to order cancellation
- If you do not received an email with tracking ID or your order has not shipped, we will process your refund request within 24 hours.
- If the package has already shipped and we have sent a tracking ID to your email, we are temporarily unable to accept your refund request. Please resubmit your refund request again within 30 days of package delivery.
How to Submit a Refund Request?
Send your request to firstname.lastname@example.org with the following information using the email account you provided when ordered, we will check the delivery status of your package and reply you with the findings.
- Your name
- Order ID
- Reason for Refund
- Product issues (attach pictures if applicable)
Who charges for the return shipping fee?
- If you choose the wrong phone model size or you don’t like the style and want to return or change it after receiving the products, the customer is responsible for the return and re-delivery cost.
- If you receive the wrong style/colors/model/defective/damaged product, houtoy will bear all shipping costs, and will be re-sent to you in the correct case or after receiving the return money.
What is refund arrival time?
If your refund request is approved, we will process your refund within 24 hours and send you a refund confirmation email after the refund has been made. Your funds will be returned to your account via your original payment method:
- Paypal: usually the refund will be reflected in your paypal detail list in time.
- Credit card: Usually it will be reflected in your bank account within 5-7 days.
- If you still do not receive the refund after 5-7 days please contact your bank.