Refund policy

RETURNS AND EXCHANGE POLICY

 

Shipping

We deliver orders Monday to Friday using reliable couriers such as DHL Express and SF Express. Shipping typically takes 7-14 working days from dispatch. Please note that these shipping times are estimates and may vary depending on the destination.

We are not responsible for any delays caused by customs clearance processes or payment approval issues.

 

Quality Assurance

Before any product is shipped, it undergoes a thorough quality check to ensure it meets our high standards. We take pride in delivering products that are in perfect condition.

 

Returns Policy

Please note that all sales are final, and returns are not acceptable, except in the rare instance of a product defect.

 

Exchanges Policy

  • Domestic Orders: (Hong Kong, Macao)

Exchanges are allowed within 14 days from the date of receipt. Items must be in their original condition, unused, unwashed, and with all original tags and packaging intact. Exchanges are only accepted for the same item in a different size or color, subject to availability.

 

  • International Orders: No exchanges are accepted for international orders, except in the rare instance of a product defect.

 

Procedure for Domestic Exchanges

1. Contact Us:

    • For domestic exchanges, contact our customer service team at [support@cookedbones.com] with your order number, clear photos of any defects and reason for the exchange.

2.  Approval and Instructions:

    • Upon receiving your request, we will review and provide further instructions for exchanging the item within 7 business days. Please do not send any items back without prior approval.

  

3. Shipping the Item:

    • Once approved, we will send an email confirmation. Please ship the item back to us using a trackable shipping method.
    • Customers are responsible for all exchange shipping costs, as well as any applicable taxes, duties, or fees imposed by their country’s customs agency.

 

4. Processing:

    • After we receive the item and confirm its condition, we will process your exchange within 7-10 business days.

 

Customs Duties and Taxes

For international orders, customers are responsible for any customs duties, taxes, or fees imposed by their country’s customs agency. These charges are non-refundable and must be borne by the customer.

 

Defective Items

In the unlikely event that you receive a defective item:

  • Contact us immediately at [support@cookedbones.com] with a description and photo of the defect.
  • You must report defects within 7 business days of receiving the item.
  • We will cover the return shipping costs for defective items and offer a replacement or full refund, including shipping fees.

 

Contact Us

If you have any questions about our Returns and Exchange Policy or need further assistance, please contact our customer service team at [support@cookedbones.com].