Return & Refund Policy

Effective Date: January 21, 2025

This Return & Refund Policy applies to all cross‑border orders of colored contact lenses, vision contact lenses, and related products placed with FreshGOshop (“we”, “us”, or “our”). It is intended to clarify the conditions, processes, responsibilities, and handling of special cases related to returns and refunds to protect your rights. This policy is complementary to the FreshGOshop Terms of Service and Shipping Policy. By placing an order, you acknowledge that you have read and agree to all terms outlined here.

1. Return Eligibility

(A) Acceptable Return Situations

  1. Product Quality Issues:
    Within 7 days of receiving your order, if you discover broken lenses, incorrect prescription, material defects, abnormal verification code, or packaging damage that affects the product, you may apply for a return and refund upon verification.

  2. 7‑Day Unconditional Returns:
    In accordance with cross‑border e‑commerce retail import regulations, if the product is unopened, undamaged, and complete with all accessories, you may request a return within 7 days of receipt (excluding custom‑made products).

  3. Logistics‑Related Issues:
    If the product is lost or severely damaged in transit, making it unusable, you may request a return or reshipment after verification (refer to the Shipping Policy for logistics exception handling).

(B) Non‑Returnable Situations

  1. Products that have been opened, worn, used, or damaged due to personal mishandling or improper care.

  2. Products with missing packaging or accessories that were not caused by us and that affect resale.

  3. Custom‑made products (e.g., special prescriptions or exclusive designs) that have no quality issues.

  4. Requests made after the return application window (both quality issues and unconditional returns must be initiated within 7 days of delivery).

  5. Products returned due to personal reasons (e.g., incorrect address, failed delivery) and that have been opened or damaged.

2. Return Process

  1. Initiate a Return:
    To start a return, contact us within the return window by emailing ruidaokeji@outlook.com with your order number, reason for return, contact information, and product photos (including packaging, defect areas, and shipping label). We will review your request within 3 business days.

  2. Return Shipment:
    Once your return is approved, we will provide a designated return address and instructions. Please ship the item within 7 days of approval using a trackable logistics service and include screenshots of your return request and order details clearly in the package.

  3. Return Inspection:
    After your return arrives at our designated warehouse, we will complete an inspection within 5 business days to verify the item condition, quantity, and consistency with your return request.

  4. Resolution:
    If the inspection is approved, we will proceed with the refund or replacement. If the inspection fails, we will explain the reason and return the product to you, with return shipping costs borne by you.

3. Refund Rules

  1. Refund Timing:
    After approval of the return inspection, refunds will be processed within 3–5 business days and issued back to your original payment method. The actual time for the refund to reach your account will depend on the payment provider and bank.

  2. Refund Amounts:

    • Quality Issues:
      Full refund of the amount paid (including product cost and original shipping fee). Return shipping costs will be covered by us. We will assist in applying for tax refunds where applicable; however, eligibility is determined by the local customs authority.

    • Unconditional Returns:
      Refund of the product cost only. Return shipping fees, customs duties, and sensitive goods handling fees are your responsibility. Original shipping fees are not refundable.

    • Logistics Exceptions:
      For lost or severely damaged shipments, you may receive a full refund (excluding customs duties and additional shipping fees), or we may offer a free replacement of the same product.

  3. Customs Duties:
    Customs duties incurred on cross‑border orders may be refundable for quality issue returns (subject to applicable customs regulations). Duties associated with unconditional returns or personal return reasons are not refundable. Final determination rests with the customs authority in the destination country.

4. Special Case Handling

  1. Lost or Delayed Returns:
    If tracking shows a return was shipped but not delivered after 30 days, please provide tracking information. We will assist with carrier inquiry. If the return is confirmed lost, you may pursue compensation with the carrier; we are not liable for additional compensation.

  2. Customs Held or Returned Items:
    If a return shipment is held or returned due to customs non‑compliance, penalties or storage fees will be borne by the responsible party (except where the issue was caused by us). Unreturned items may be disposed of according to customs rules. Refunds will be adjusted accordingly.

  3. Promotional Order Returns:
    For orders involving discounts or promotional offers (e.g., bundle deals), if returning items causes the order to no longer meet promotional conditions, the refund will be adjusted by deducting the corresponding promotional benefits. Gifts or promotional items must also be returned in their original condition.

5. Important Notes

  1. Returned products must arrive at the designated location within 45 days from customs clearance (referencing General Administration of Customs Announcement 2020 No. 45). Late returns may affect rebate or refund processing.

  2. Please retain your return tracking number, communication records, and product evidence to facilitate faster verification. When returning items, do not use flammable packaging; liquid accessories (e.g., solution) must comply with transportation safety standards.

  3. During peak promotional periods (e.g., Black Friday, Christmas), returns inspection and processing times may be extended by 1–2 business days. Thank you for your understanding.

  4. If you have questions about returns or refunds, please contact us via our dedicated email. We will respond within 3–5 business days.

This policy is subject to the FreshGOshop Terms of Service, Shipping Policy, and relevant international cross‑border e‑commerce regulations. We reserve the right to update this policy as needed. Updated policies will be posted prominently on our website and take effect upon publication.