Return & Exchange Policy

I. Quick Reference (Key Information)

Question

Details

Can I return an item for any reason?

Yes. Returns are accepted within 15 days from the day after you receive the product.

Full refund available?

Yes, a full refund will be issued if requirements are met and refunded to the original payment method.

Refund requirements

Item packaging must be intact, all accessories included, manufacturer seal unopened if applicable.

Return process

Contact customer service via email, follow provided instructions, and receive a refund within 3-6 business days after approval.

Who pays for return shipping?

For non-quality issues, the buyer bears shipping costs; for quality/wrong/damaged items, the seller bears costs.

Are exchanges supported?

Yes, exchange requests that meet the conditions are accepted.

II. Return & Refund Process

Contact Customer Service
Within 15 days after receiving the product, contact us by email at service@mail.niuhubala.comand state the reason for your return.

Wait for Return Instructions
We will reply with detailed return procedures and the return address. Please do not send back the item before receiving instructions.

Pack and Return Item Properly
Ensure the item and all accessories/packaging are intact.
Attach the return label and keep the tracking number.

Inspection & Refund
Once our warehouse receives and confirms the returned item, a refund will be processed within 3-6 business days to your original payment method.

III. Exchange Process

Request an Exchange
Within 15days of receiving the item, if you wish to exchange it, please email customer service at service@mail.niuhubala.com, submit your request, and specify the reason (such as incorrect size or a damaged item).

Review and Instructions
Customer service will review your request and respond according to actual circumstances (such as stock availability). If approved, we will send you detailed exchange instructions and the return address.

Return the Original Product

  • Return the product along with all accessories and packaging as required; ensure the item is unused and in its original condition.
  • If the exchange is due to personal reasons (such as inappropriate size/color/model), the buyer bears the shipping cost; if due to quality issue or wrong item, the seller covers shipping and provides a prepaid return label.
  • Please keep the shipping/tracking number for your records.

Shipping the Replacement Product
After we receive and inspect the original product, we will promptly send out the replacement and notify you of the new tracking number by email.

Special Circumstances
If the item you wish to exchange is out of stock, we will proactively contact you to arrange a refund or offer an alternative product.

IV. Refund Conditions

A. Personal Reasons
Item is unopened, packaging intact, all accessories included.
The buyer bears the return/exchange shipping fee.

B. Quality Issues/Damage/Wrong Item
Provide clear photos or videos as evidence.
The seller bears the return/exchange shipping fee and provides a prepaid return label.

V. Other Notes

  • Order Cancellation: Orders can be canceled within 24 hours before shipment. If already shipped, please follow the return or exchange policy.
  • Lost Packages: If the package is not received within 2 days after the expected delivery date, please contact customer service by email. If not resolved within 5 days of investigation, a full refund or replacement will be arranged.
  • Returned Packages due to Address Issues: Please provide accurate information within 15 days. Otherwise, additional shipping fees may apply for reshipment.
  • Please contact our customer service to obtain the return or exchange address. This helps prevent loss or other issues and ensures a worry-free return or exchange process.

VI. Customer Service Contact

Email: service@mail.zentenm.com