Custom products are generally non-refundable, except in the following cases:
Important: Please provide unboxing video when submitting materials and notify us within 72 hours of receiving the product. Contact our after-sales team to arrange replacement or refund negotiation.
If the buyer does not report any problems within 72 hours of receiving the product, it is deemed that the buyer has accepted the product without issues.
Exceptions: Issues such as joint lock or joint fracture are not subject to the 72-hour limit. In such cases, we will provide based on purchase time:
| Cancellation Time | Refund Amount | Explanation |
|---|---|---|
| Cancellation within 24 hours | Full refund after 5% processing fee | Applies to orders not yet in production |
| Cancellation within 3 days | Refund after 30% material loss fee | Materials purchased but production not started |
| Cancellation after 3 days | Non-refundable | Production process has begun |
To protect the rights of both parties, please record a complete unboxing video upon product receipt:
Report issue via customer support with unboxing video
After-sales team reviews within 1-3 business days
Provide replacement, repair or refund solution
Complete within 7-14 days after solution confirmation
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