Return & Refund Policy
Welcome to paxcang. We focus on the pursuit of product quality and excellent customer service. We are committed to providing a comfortable and peaceful purchase experience for each customer. But Please to make sure the recipient's name, delivery address and phone number are correct, otherwise we will not be responsible for lost goods.
Customers may apply for a return or exchange within 30 days after receiving product(s). Refunds will be made by the same method you used to pay.
Please note: Sale and promotional items are excluded and remain subject to our regular return/exchange policy.
1, Cancellation
If you want to cancel the order, please contact our customer service within 6 hours after placing the order and before the goods are shipped. We cannot cancel the order while the package is in transit. Thank you for your understanding.
2, Return & Exchange Conditions
• Returned within 30 days of receipt
• All items in original packaging with all parts and components
•All items in new condition with no damage or cut wires
•Return/Exchange shipments must be made using the same service as the original delivery.
•We can only accept returns/exchanges from the country to which an order was originally shipped, for example, orders delivered to the US must be returned from the US
Note：Any items that do not meet the above criteria will be subject to a restocking fee. After we receive the return，Credits will be issued using your original payment method, please allow up to 30 days for return and refund.
Kindly note:
We can accept your return, but not free for any reason. If there is something wrong with the quality of our products, we sent it wrong or missed it, we will give you a refund or replace the products.
But we are not responsible for these reasons, If your return is for any of the following reasons, please bear the return freight by yourself (Hope you can understand, thank you.)
• Items that have been installed or assembled
•Items that are not in the original condition and packaging
•Items that are Made-to-Order, Custom or Special Order to your specifications
•Items or packages damaged without any proof from local logistics
•Any items or style not listed on our website
Note: Return address: Please contact us and we will send you the return address once you decide to return the goods.
3, Refund
In case of a return, your refund will be credited to the original payment method. Shipping costs will not be refunded by Paxcang in case of returns.
Once your package reaches us, please allow 7-14 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your own expense. When your return has been accepted, your refund will be issued and you will receive a confirmation email.
4,Damage
We assume full responsibility for products that have been defective due to incorrect packaging, any obvious damage to your products on arrival or during transportation. Please check the packaging when you receive the goods. If you find any damage, please record it when you sign for it. If the items in the package are damaged on arrival, please send the photos to support@.com and we will handle the insurance claim on your behalf.
5, How to return an item or an entire order?
Step 1: Please contact our Customer service team to start the return process with the following information:
Order number
Proof of purchase
Video or photo of the faulty product
Step 2: Insert your receipt, along with the items, back into the original packaging.
Return/Exchange Address: Please contact customer service
To return any items, please contact：support@gentheart.com
