Return, Refund, and Exchange Policy

About returns:

Our policy is within 30 days from the date of purchase or 14 days after the product is delivered. If any product you have ordered and received from us is defective, damaged, or missing when delivered to you and your payment is eligible, We will process your return, refund, or exchange request.

- It is necessary to provide relevant information such as unpacking pictures and videos of defective products, your order number, and your name.

- In this case, the customer does not need to pay the shipping fee for products exchange.

For products that are not damaged but the customer wishes to return the product due to a change in purchasing decision, we accept the customer to return the product to us.

- Please send return request and order information to email support@idolpanion.com;

- Returned products need to be kept in their original packaging and intact;

- Return the product not used;

- The shipping cost incurred by the return is the responsibility of the customer, and the specific cost is determined by the shipping company you choose;

- Once we receive your returned items, our team will review and inspect the items. After confirming that there are no issues, your refund will be processed.

About refunds:

- If approved, funds should be refunded to your original payment method within approximately seven (7) business days of our notification to you. However, please note that the time it takes for payment companies to confirm payment varies; therefore, it may take additional time for refunds to appear on your bank/card statement or another statement.

- Please note that refunds from a merchant can take up to seven (7) business days or longer in order to be processed.

- Once the order is shipped, the package and express shipping charges will not be refunded. If the customer fails to pick up the item on time, the customer is responsible for paying the replacement order shipping fee. Any replacement orders sent will be sent via standard shipping.

About exchange:

- If the item is undelivered due to the shipping carrier's mistake. E.g. Lost in transit, delivered to the wrong address but we have provided them the correct address. We will send you a replacement order without additional cost. However, this is not subject to a refund due to unforeseen delay.

- For orders that ship to the wrong address due to the customer entering the wrong address, the customer must bear the cost of ordering a replacement item, so please be extra careful when entering your shipping address.

Please note that we reserve the right to refuse refunds or returns/exchanges for reasons including:

-- All pre-order and custom-made sales are final unless defective, please note when placing an order;

-- Orders in transit do not support cancellation;

-- The customer provided incorrect information resulting in unsuccessful product delivery (eg incorrect delivery address);

-- The items are held by customs or other unforeseen delays;

-- Orders beyond the return period;

-- Returns without notification to us.

Regarding the order delivery failure, please know:

We will promptly contact the customer by email after receiving the delivery failure notification from the carrier. If you do not reply to our email or cannot contact you due to your wrong email address, your package will eventually destroyed by the logistics company, we won’t be responsible for your order loss anymore.

Please make sure to get approved via support@idolpanion.com

If you have any questions, please feel free to contact us at support@idolpanion.com