REFUND POLICY

General Overview

This Refund Policy clearly defines the standardized refund rules, eligible scenarios, processing procedures, and timeframes for all orders placed on our official website. This policy applies uniformly to all global customers without regional distinction, matching our consistent global service standards. We formulate fair, transparent, and customer-friendly refund terms to fully protect the legitimate rights and interests of every user who purchases our products, including high-protein instant iced coffee, concentrated coffee liquid, collagen protein creamer, transparent fruit protein sparkling drinks, and zero-calorie coffee syrup. By placing an order on our website, you confirm that you have read, understood, and fully agreed to all terms of this Refund Policy.
All services stipulated in this policy are synchronized with our official after-sales system, including unified global service standards, free shipping rules, and standardized refund processing cycles, ensuring equal and reliable service experience for every global customer.

Refund Eligibility & Valid Timeframe

We provide a standardized 60-day return and refund valid period for all products sold on our platform. The valid refund period is calculated from the date customers successfully receive the ordered goods. Within the 60-day valid period, customers can initiate a refund application for eligible reasons, including product quality problems, damaged goods during transportation, abnormal product taste, wrong item delivery, or other non-human-induced abnormal product conditions.
To ensure the validity of the refund application, customers need to ensure that the returned products are in unexpired, intact, and resalable conditions unless the products have confirmed quality defects or transportation damage. We strictly adhere to the 60-day unified timeframe for all global orders, with no differentiated rules for different regions, realizing transparent and consistent after-sales protection for all users.

Refund Processing Timeline

We implement a standardized and efficient refund processing mechanism to shorten the waiting time of customers. After customers submit a valid refund application and complete the return delivery of eligible products, our professional after-sales team will inspect the returned goods within the shortest time. Once the return application is approved and the product inspection is passed, we will officially launch the refund procedure.
All eligible refunds will be fully processed and completed within 5 to 10 working days. The refund funds will be returned through the original payment channel used for order settlement. All platform transactions are uniformly settled in USD, and the refund amount will be calculated and returned in strict accordance with the actual order payment amount, ensuring accurate and error-free fund settlement.

Shipping Fee Rules for Refund Orders

Our official website provides permanent free shipping for all products and all orders globally. There is no shipping fee, handling fee, or hidden logistics fee for any order during purchase, so no shipping fee refund will be involved in any refund application. For eligible return and refund orders, customers only need to complete the return delivery of goods according to the specified process, and no additional platform-generated logistics costs will be deducted from the refund amount.

Refund Exclusion Scenarios

To standardize the order service management and ensure the fair operation of the platform, we stipulate the following non-refundable scenarios: refund applications submitted beyond the 60-day valid after-sales period; product damage or deterioration caused by improper storage, manual damage, or personal misuse by customers; partial or complete consumption of products that results in inability to resell; abnormal refund applications with malicious purposes; and any non-compliant applications that do not conform to the provisions of this policy.
For refund applications that do not meet the eligibility requirements, our after-sales team will give a detailed rejection explanation and provide reasonable after-sales suggestions according to the actual order situation, maintaining a fair and professional service attitude.

Order & Logistics Related Refund Instructions

All in-stock orders of our website will be shipped within 1-3 working days, with a unified global delivery cycle of 6-12 working days. Delays in individual logistics transportation caused by objective factors do not belong to the platform’s service responsibility and cannot be used as a valid reason for unconditional refund. If the products are severely damaged, missing, or lost during transportation, customers can initiate a refund or replacement application, and we will verify and handle it as soon as possible.

Refund Application Process

Customers who need to apply for a refund shall initiate the application through the official channel of the website, submit relevant order information and valid proof materials (such as product photos, logistics records, etc.), and wait for the review of the after-sales team. After the application is approved, complete the product return operation as required. After the warehouse receives and verifies the goods, the system will automatically enter the refund processing process.

Contact & Consultation

If you have any questions about refund eligibility, processing progress, policy terms, and other related issues, please contact our official customer service team through the Contact Us page of the website. All official contact information including the dedicated service email is displayed on the Contact Us page. Our team will respond to your questions and solve your after-sales problems in a timely and professional manner.

Policy Update Statement

We reserve the right to adjust and update this Refund Policy according to platform service upgrades and industry standard changes. The latest policy content will be published on the official website in real time. Continued use of our website and services after the policy update is deemed as acceptance of the latest refund terms.

Â