Thank you for shopping with Shenzhen Xiangqisheng Trading Co., Ltd. We want you to be fully satisfied with your phone cases. This policy explains when and how you can return products and receive a refund. Please read it together with our Terms and Conditions and Privacy Policy.
1. Retail Orders (B2C)
For retail orders placed through our online store, you may return eligible items within 30 days of receiving your order. To be eligible, items must be unused and in the same condition as received, with all tags, accessories, and original packaging. Return shipping costs are the buyer’s responsibility unless the return is due to our error.
2. Wholesale and Bulk Orders (B2B)
For wholesale and bulk orders, we carefully inspect all goods before shipment. If you receive items that are defective, damaged in transit, or different from what was ordered, please contact us within 7 days of delivery with your order number, clear photos, and a description of the issue. After verification, we will arrange a replacement or refund for the affected items. Change-of-mind returns for bulk orders are generally not accepted.
3. Custom and OEM/ODM Orders
Because customized products are made to your specific requirements (logo, artwork, materials, colors, or packaging), custom and OEM/ODM orders are non-returnable and non-refundable unless the items are defective or do not match the agreed specification. Any deposit paid for custom production is non-refundable once production has started.
4. Non-Returnable Items
- Items that have been used, worn, or damaged by the customer.
- Customized or OEM/ODM products (see above).
- Items returned without prior authorization or without their original packaging.
- Final-sale items marked as such on the product page.
5. Damaged or Incorrect Shipments
Please inspect your package upon delivery. If your order arrives damaged or with missing or incorrect items, contact us as soon as possible, and no later than 48 hours after delivery, with photos of the package and items so that we can resolve the issue quickly.
6. How to Request a Return or Refund
- Email us at info@calowv.com with your order number and the reason for your return.
- Attach clear photos of the item(s) where applicable.
- Wait for our confirmation and return instructions before sending anything back.
- If a return is approved, send the item(s) with tracking to the address we provide.
- Once we receive and inspect the returned item(s), we will notify you of the approval or rejection of your refund.
7. Refunds
Approved refunds will be issued to your original payment method within a reasonable period after inspection, usually within 5-10 business days. The time it takes for the refund to appear in your account may vary depending on your bank or payment provider. Shipping costs are non-refundable unless the return is due to our error.
8. Contact Us
If you have any questions about this policy, please contact us at info@calowv.com and our team will be happy to help.