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Customhub Refund and Return Policy
Effective Date: September 2, 2025
Last Updated: September 2, 2025
I. Scope of Application
This policy applies to all products purchased on Customhub.store (excluding custom-made items, digital products, fresh produce, and other special items, which require separate terms).
II. Return Conditions and Time Limits
| Return Type | Time Limit | Product Condition | Proof Required |
| No-Reason Return | Within 7 days of delivery | Unopened, undamaged, resalable | Order number + Complete packaging |
| Quality Issue Return | Within warranty period (see product description) | Performance defect/does not match description | Order number + Problem description/video proof |
| Wrong/Missing Item Return | Within 48 hours of delivery | Item not ordered | Order number + Unboxing video |
Note: Customized items (e.g., engraved, bespoke designs), digital products (software/e-books), intimate apparel, and fresh food are excluded from no-reason returns. Return shipping cost rules are detailed in Section IV.
III. Return Process
1. Submit Request
Log in to your account → “My Orders” → Select order → Click “Request Return”.
Provide reason for return and upload photos/videos of product issues (if quality-related).
2. Review and Processing
We will review your request within 1-3 business days and notify you via email/SMS.
Upon approval, the system will generate a return label (including address and barcode).
3. Return the Item
Place the item along with its original packaging, gifts, and accessories into a shipping box and affix the return label.
Self-Return: Choose a trackable courier (recommended: SF Express/JD Logistics) and retain the tracking number.
4. Refund Processing
Refunds will be issued to the original payment method within 3 business days after the warehouse receives and inspects the item.
IV. Shipping Cost Responsibility Rules
| Reason for Return | Return Shipping Cost | Refund Includes Original Shipping? |
| No-Reason Return | Customer Pays | No (Original shipping deducted) |
| Quality Issues/Wrong/Missing Items | We Cover | Yes (Full refund) |
Shipping Subsidy: When we cover shipping, we will subsidize $3 to the refund account (via coupon or equivalent cash voucher).
V. Refund Processing Time
| Payment Method | Refund Arrival Time |
| Alipay/WeChat | 1-3 business days |
| Bank Card | 15 business days |
| Credit Card | 7-14 business days |
Note: Actual arrival time depends on the bank/payment platform.
VI. Special Notes
1. Products with warranty (appliances/electronics, etc.):
Performance failure within 7 days → Free return/exchange
Performance failure within 15 days → Free replacement
Still malfunctioning after 2 repairs within 1 year → Free replacement
2. Non-Returnable Items:
Returns submitted after the return period
Items with human-caused damage (scratches, disassembly, water damage, etc.)
No proof of purchase or order information
Customized products
Digital goods and services
Items used and unsuitable for resale (e.g., torn labels)
VII. Contact Us
Customer Service Email: 3862794944@qq.com
Service Hours: Monday–Friday, 9:00 AM–6:00 PM (excluding holidays)
Policy Change Notification: Major adjustments will be announced 15 days in advance on the website bulletin board.