At Bamberzon, we are committed to ensuring every customer can enjoy the unique charm of our handmade bamboo products. If you encounter any issues or are dissatisfied with your purchase, we will handle it according to the following return policy.

Applicability

This return policy applies to all products purchased through Bamberzon's cross-border e-commerce channels.

Return Conditions

1. Product Condition: The product must be in its original condition, unused, undamaged, and unwashed, with all original labels, tags, accessories, etc., intact. For bamboo products, there should be no obvious scratches, wear, or deformation.
2. Packaging Integrity: The product should be placed back in its original packaging, including the box, filler, instruction manual, and other accompanying documents, to prevent damage during transit.
3. Proof of Purchase: Customers must provide a valid proof of purchase, such as an order confirmation email, invoice, or receipt, to verify relevant information and process the return.
4. Time Limit: Customers should initiate a return request within 30 days of receiving the product. We cannot accept returns beyond this period.

Situations Not Eligible for Returns

1. Customized Products: Products customized according to special customer requirements, such as specific sizes, patterns, or functional modifications, are not eligible for returns due to their personalized and non-resalable nature.
2. Damage or Loss Due to Customer: If the product is damaged or lost due to customer's improper operation, accidental drop, failure to follow the product manual, or negligence, we will not be liable for returns.
3. Natural Characteristic Changes: Bamboo products may experience minor color changes or size variations due to environmental humidity and temperature. This is normal and does not constitute a valid return reason.

Return Process

1. Contact Customer Service: If you wish to return an item, please first get in touch with our official customer service through the website's live chat, email, or phone. Provide your order number, the name of the product you wish to return, the purchase date, and the reason for return.
2. Obtain Return Authorization: After receiving your return request, our customer service team will verify and assess the information and reply within 1-2 working days. If your request meets our return policy, we will issue a Return Merchandise Authorization (RMA) code and inform you of the detailed return address and precautions. Please mark this RMA code prominently on the outside of the return package.
3. Send Back the Product: After obtaining the RMA code, you have 7 days to properly package the product and send it back to us using a trackable courier service. You are responsible for the return shipping costs and any risk of loss or damage during transit. We are not liable for damage caused by improper shipping methods or packaging.
4. Refund Processing: After we receive and inspect the returned product and confirm it meets the return conditions, we will process your refund within 5-7 working days. The refund amount will be based on what you actually paid, excluding outbound shipping costs. The refund will be returned to your account via the original payment method, with actual arrival times varying by bank or payment institution.

Refund Processing Time

From the date we receive the product that meets the return conditions, the refund processing time is generally 5-7 working days. Actual arrival times may be affected by payment method and bank processing speed.

Quality Assurance

For returns due to product quality issues, such as damage during transit or manufacturing defects, we will cover the return shipping costs and provide free repair or replacement services. Our quality inspection team will examine the product upon receipt to determine the nature and responsibility of the issue. If it is our fault, we will promptly arrange a solution.

Other Notes

1. Product Inspection: We recommend customers carefully inspect the product's appearance, quantity, and accessories upon receipt to ensure they match the order. Contact us promptly if any issues are found.
2. Keep the Product Clean: During product trials, try to keep the product clean and intact to avoid personal usage marks that may affect resale.
3. Communication and Feedback: We will maintain close communication with customers throughout the return process, providing timely updates on progress and results. Customers should also cooperate by providing necessary information and assistance to ensure a smooth return process.

Bamberzon values every customer's shopping experience and will strive to resolve any issues encountered. If you have any questions or need assistance, please contact our customer service team at any time.

Bamberzon