Revised Refund & Return Policy (PayPal Fully Compliant Version)

1. Scope of Application

2. Return Eligibility & Time Limit

1. You may submit a change-of-mind return request within 30 calendar days after receiving your parcel. We reserve the right to decline returns submitted after the 30-day window for personal preference reasons only. Per PayPal transaction rules, buyers may file disputes within 180 days of payment; we will still investigate and resolve orders with confirmed factory defects, wrong or missing items within this 180-day period.
2. Custom-made personalized items, pre-order goods, intimate accessories, beauty supplies, disposable merchandise and digital gift cards are non-refundable and non-returnable for change of mind. Clearance, final sale and flash discount overstock items cannot be returned solely due to personal dislike, size mismatch or aesthetic dissatisfaction, but all manufacturing defects, shipping errors and missing goods remain covered under our defective item policy.
3. All returned goods must be brand new, unused, unwashed and unaltered, with intact original packaging, tags, complete accessories and free gifts. Items with stains, scratches, artificial damage, missing parts or modified appearances will be rejected or subject to depreciation deductions during warehouse inspection.

3. Return Procedure

1. Submit a formal return request via our official support email: echoshopvip@foxmail.com. Please include your full order number, buyer full name, shipping address, detailed return reason and clear photos/videos of the product.
2. Review Period: We will reply to your request within 1–3 business days via email. If approved, we will send you our official domestic return address and detailed shipping instructions.
3. Return Shipment Rules: Customers are responsible for all outbound and return shipping fees, customs duties and import taxes for change-of-mind returns. COD (collect-on-delivery) parcels sent for personal preference returns will be refused directly by our warehouse. COD return shipments for confirmed defective items may be permitted only via prior written email agreement from our support team.
4. Warehouse Inspection & Refund Processing: Once our warehouse receives, inspects and verifies the returned item meets our return standards, your refund will be processed to your original payment method within 7 business days.

4. Refund Terms

1. Full Refund: If the item is unused, intact with complete original packaging, tags and accessories, the full product payment will be refunded to your original payment gateway.
2. Partial Refund with Deductions: If the item shows signs of wear, artificial damage, missing tags, accessories or original packaging, depreciation, replacement or repair fees will be subtracted before the residual balance is refunded.
3. Scenarios Where No Refund Will Be Issued
   • Change-of-mind return requests submitted beyond the 30-day window without confirmed product defects;
   • Manually damaged, washed, altered, stained or scratched goods caused by improper customer use;
   • Return parcels sent back without prior official email approval;
   • All shipping charges, customs duties, handling fees and payment gateway transaction fees under all circumstances;
   • Virtual gift cards, digital products and fully customized personalized goods without factory quality issues.
   
   
4. All refunds will be issued through your original payment channel only; cash refunds or third-party transfer refunds are not supported.

5. Defective, Wrong or Missing Items

1. If you receive damaged, defective, incorrect or missing products, contact our support email within 48 hours after delivery with complete unboxing footage and clear defect photos as valid proof.
2. Once confirmed as our shipping fault or factory product defect, you may select one of the two solutions below:
   
   
   ① Free reshipment of a brand-new replacement at our shipping cost; you may dispose of the defective item locally without returning it.
   
   
   ② Full product refund, with all return shipping fees fully covered by Echo Shop.
3. If you fail to provide complete valid proof within the 48-hour time limit, standard change-of-mind return rules will apply to your request.

6. Non-Returnable & Non-Refundable Items List (For Personal Preference Only)

1. Custom printed, engraved or personalized made-to-order products;
2. Clearance, final sale, flash discount and overstock items (defect claims still accepted);
3. Cosmetics, fragrance, press-on nails, disposable jewellery and intimate fabric goods;
4. Opened stationery supplies, stickers and adhesive tapes;
5. Opened limited holiday gift sets without factory defects;
6. Gift cards and all digital virtual products.

7. Refused Delivery & Lost Shipment

1. If you refuse delivery without reasonable, valid cause, all round-trip shipping fees and customs charges incurred will be deducted from your refund amount. If delivery refusal is caused by our shipping error, damaged goods or wrong items, we will bear all related shipping costs.
2. For parcels lost or damaged during transit by the courier, you must file a loss claim directly with the shipping carrier. We will provide supporting order documents upon request but shall not be liable for courier loss or transit damage.
3. Incorrect shipping address, invalid contact number or incomplete recipient information provided by you leading to returned parcels will result in all relevant shipping costs charged to your order balance.

8. Pre-Dispute Communication Requirement

9. Policy Updates

10. Regional Consumer Rights Notice