Return and Exchange Policy
退货和换货政策
Return and Exchange Policy
1. Return Principles
1.1 Non-Returnable Items
Discounted Products: All discounted or special-offer items are non-returnable and non-exchangeable unless otherwise required by law.
Personalized Products: Items customized or personalized based on your requests cannot be returned or exchanged.
Special Items: Items such as food, consumables, and intimate clothing are non-returnable due to hygiene and safety concerns.
Events Ticket (🎟️): As a digital/service-based offering, the Events Ticket is non-returnable and non-exchangeable unless otherwise required by applicable law.
1.2 Returnable Items
You may request a return or exchange under the following circumstances:
The item is visibly damaged or has quality issues.
The received item differs from your order (e.g., incorrect model, size, or color).
Other conditions permitted by applicable law.
2. Return Application Process
2.1 Return Request Timeline
Please contact our customer service team within 24 hours of receiving the item and provide relevant evidence (e.g., photos of the item, order number).
Requests submitted after this timeframe will not be accepted.
2.2 Return Steps
Contact Customer Service
Submit your return request via email or customer service hotline.
Provide order details and the reason for return.
Review and Confirmation
We will review and confirm the return eligibility within 3 business days of receiving your request.
If approved, we will provide the return address and specific instructions.
Return the Item
Ensure the item is in its original condition, with complete packaging and proof of purchase included.
Return shipping costs are borne by the customer unless the item has quality issues or was incorrectly shipped.
Refund Processing
Upon receiving and inspecting the returned item, we will process your refund within 7 business days.
Refunds will be issued via the original payment method (e.g., credit card, e-wallet).
3. Exchange Policy
Eligible return items may also be exchanged. The process is as follows:
Submit an exchange request, specifying the reason and desired changes (e.g., size, color).
Once approved, we will provide guidance for the exchange.
If the requested item is out of stock, we will assist you in processing a refund.
4. Important Notes
Returned items must be unused, undamaged, and in their original packaging (including tags, accessories, and proof of purchase).
The customer is responsible for any damage or loss during the return shipping process.
The Platform reserves the right to refuse returns or exchanges if items show signs of misuse, damage, or missing components.
5. Special Statement
Final Interpretation: The Platform reserves the final right of interpretation for this return and exchange policy.
Legal Compliance: This return policy complies with local laws in your region. In the event of conflict, local laws will prevail.
6. Contact Us
If you have any questions about returns or exchanges, please contact us:
Email: info@thehopes-online.com
退换货政策
1. 退货原则
1.1 不可退货商品
折扣商品：所有折扣或特价商品均不可退货和换货，除非法律另有规定。
个性化商品：根据您的要求定制或个性化的商品不能退货或换货。
特殊商品：出于卫生和安全考虑，食品、消耗品和贴身衣物等商品不可退货。
活动门票（🎟️）：作为数字/服务型产品，活动门票不可退货和换货，除非适用法律另有规定。
1.2 可退货商品
您可以在以下情况下申请退货或换货：
商品明显损坏或存在质量问题。
收到的商品与您的订单不同（例如，型号、尺寸或颜色不正确）。
适用法律允许的其他条件。
2. 退货申请流程
2.1 退货申请时间
请在收到商品后 24 小时内联系我们的客服团队并提供相关证据（例如商品照片、订单号）。
在此时间范围之后提交的请求将不被接受。
2.2 退货步骤
联系客服
通过电子邮件或客服热线提交您的退货申请。
提供订单详细信息和退货原因。
审核和确认
我们将在收到您的申请后的 3 个工作日内审核并确认退货资格。
如果获得批准，我们将提供退货地址和具体说明。
退货
确保商品处于原始状态，包装完整并附有购买证明。
除非商品存在质量问题或发货错误，否则退货运费由客户承担。
退款处理
在收到并检查退回的商品后，我们将在 7 个工作日内处理您的退款。
退款将通过原付款方式（例如信用卡、电子钱包）发放。
3. 换货政策
符合条件的退货商品也可以换货。流程如下：
提交换货申请，说明原因和所需更改（例如尺寸、颜色）。
一旦获得批准，我们将提供换货指导。
如果请求的商品缺货，我们将协助您处理退款。
4. 重要说明
退回的商品必须是未使用、未损坏且带有原包装（包括标签、配件和购买证明）。
客户对退货运输过程中的任何损坏或丢失负责。
如果商品有误用、损坏或缺少组件的迹象，平台保留拒绝退货或换货的权利。
5. 特别声明
最终解释权：平台保留对本退换货政策的最终解释权。
法律合规性：本退货政策符合您所在地区的当地法律。如有冲突，以当地法律为准。
6. 联系我们
如果您对退货或换货有任何疑问，请联系我们：