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We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales9@filn.com.cn If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales9@filn.com.cn
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned（custom products） Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
7 Days DOA Product Guarantee
If one or more of the items you received are damaged, different, or not working, you will be protected by this Guarantee. Please contact us for Return Material Authorization within 7 days of the order being received.
After returning the product to the address provided by our customer service team, we can send you a new item free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund.
30 Days No Reason Return
If you are not satisfied with your purchase and the product is still in brand new condition, we can arrange a partial refund, which will cover the price of the item minus the shipping fees. You will be responsible for paying the return shipping fees.
Please contact us for Return Material Authorization within 30 days of the order being received.
180 Days up to the Quality of the Exchange or Refund
If there are quality problems in some categories of products, you can get a refund or exchange up to 180 days. You can contact us to learn if the product is in this category.
For any issues, please contact us and follow our warranty process:
Provide your order number and the product code (SKU number).
Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.
Possible Solutions after the problem is confirmed by FILN:
If there is an item missing, we will resend the missing item/accessory for free within the warranty period.
If we have shipped the wrong item, we will either refund you in full or dispatch an alternative item (if applicable and available). FILN will decide whether you need to return the wrong product or not and reimburse you for the return shipping fee when we receive it.
Returns processing limitation
If you have any after-sales issues, please contact us directly for a solution according to your case. We will confirm whether you need to return the item and to which address you may return it to.
The following section describes the processing time required upon receiving your returned item.
For exchanges, the processing time for the exchanged item will be between 3-6 business days upon receiving your item back and depending on stock availability.
For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After we process your refund, the time it takes to show in your account depends on the payment method. Please click here to view more.
For Repair, the duration depends on item and manufacturer's spare parts inventory.
How to request warranty (return, repair, and refund) and notes
If your item has an issue, please contact us
Please carefully follow our warranty process to minimize any delays:
Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product code (SKU number).
Tell us what steps you have already taken to resolve the issue.
Provide the item code indicated on the outer packaging.
Send a clear photo or video showing the defect(s); these should be taken under good lighting.
NOTE:
You need to provide a clear photo or video showing the product problem/order / SKU number.
Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s).
If the product is returned more than one month after the receipt, or if the product is returned for customer reasons (including non-satisfaction, wrong size, change of mind), the customer is responsible for the shipping fee. For non-customer-related returns within one month, FILN is responsible for the shipping fee, and the customert must return it using the shipping method FILN prescribes. In all return situations, the customer must provide the tracking number.
Customers must contact us before returning an item. Returned items without Return Merchandise Authorization (RMA) will not be accepted. For incomplete warranty requests, FILN reserves the right to refuse any compensation. If the customer has returned the package without prior authorization (RMA Form), sends to the wrong address, returns an incorrect item, or submits an empty package, FILN reserves the right to refuse any compensation.
For No Reason Return, you need to ensure that the product package is intact and all accessories are complete and unused.
Contact: leozhu
Contact number:0086-18267878515
Return address: #19 Ke’aisi Road, Xiangyang industrial area, Liushi Town, Yueqing City, Zhejiang Province, China
PO 325604
Email: sales9@filn.com.cn
