Returns and Exchanges Policy

We hope you are happy with your purchase. If you are not fully satisfied, we aim to make returns and exchanges as simple as possible.

Eligible Reasons for Returns or Exchanges

You may request a return or exchange in the following situations:

• The product has a manufacturing or quality defect;

• The item was damaged during shipping or delivery;

• You received the wrong item;

• The delivered product does not match the item you ordered, provided the item remains in resalable condition.

14-Day Return Period

You may submit a return request within 14 days of receiving your order.

To qualify for a return or exchange, products must generally remain in good, resalable condition.

Items Not Eligible for a 14-Day No-Reason Return

The following products or conditions are not eligible for return or exchange without a reason:

• Customized or personalized products;

• Products that have been used;

• Electronic products that have been powered on or activated;

• Products, parts, or accessories showing visible wear, damage, or signs of use;

• Products with missing, severely damaged, or incomplete outer packaging, where this affects the item’s resale condition;

• Products that cannot be returned due to their nature and were identified as non-returnable at the time of purchase;

• Any product that is no longer in good condition or cannot reasonably be resold as new.

Packaging opened only as necessary to inspect the product may still be accepted, provided the item remains complete, undamaged, unused, and suitable for resale.

Returns and Exchanges for Personal Reasons

If you would like to return or exchange an item for personal reasons, please contact our after-sales service team by email within 14 days of receiving your order.

Your return or exchange request will be reviewed within 1–3 business days after we receive your email.

For returns or exchanges requested for personal reasons, the customer is responsible for all return-shipping costs.

Returns and Exchanges for Quality Issues

If your item has a quality issue, was damaged during delivery, or does not match your order, please contact our after-sales service center within 14 days of receiving the product.

Email: service@mail.teenew-mall.com

Our customer service team will review and process your request within 1–3 business days after receiving your email.

For approved returns or exchanges caused by product-quality issues, delivery damage, or incorrect items, we will cover the applicable return-shipping costs.

Return and Refund Process

1. Contact our 24-hour online customer service team or email our after-sales service center within 14 days of delivery.

2. Provide the following information:

   • Order number;

   • Customer name;

   • Telephone number;

   • Reason for return or exchange;

   • Photos or videos of the issue, if applicable.

3. Contact the courier company directly to arrange the return shipment, following the instructions provided by our customer service team.

4. Once the courier receives the returned item, we will be notified and begin reviewing the return.

5. After the return is confirmed, we will process the refund within 15 business days.

Refund timing may vary depending on the original payment method, payment provider, and bank processing times.