Return & Refund Policy

Effective Date: November 13, 2026
Last Updated: November 13, 2026

1. Return Window & Statutory Consumer Rights

Customers may submit a voluntary return request for eligible items within 30 calendar days from the date of delivery. Only the request submission is required to fall within this 30-day window; the physical return package does not need to reach our return facility within the same period.

This voluntary return policy does not override or limit any mandatory statutory rights, including but not limited to legal cancellation periods, product conformity guarantees, and manufacturer warranties. These statutory rights remain fully valid even after the voluntary return window has expired.

2. How to Initiate a Return

To start a return, please email us at service@muxreno.com with the following information:

• Your order number
• The specific item(s) to be returned
• The reason for the return
• Supporting photographs (required for defective, damaged or incorrect items)

We will review your request within business hours and confirm whether the return is eligible, provide the authorized return shipping address, and note any items that must be included in the return parcel. Please retain all shipping receipts and tracking information for your records.

Important: Do not return items to our company registration address without prior authorization. This address is not equipped to process return parcels, and unauthorized shipments may cause delays or lost returns.

3. Condition Requirements for Voluntary Returns

For returns made due to a change of mind (no product defect or seller error), items must be returned unused, in substantially the same condition as received, with all original accessories, components, manuals, product tags and packaging intact. We recommend keeping the original protective packaging to avoid damage in transit.

We may inspect returned items to verify condition and completeness. Reasonable inspection of the product, or returns filed for legitimate quality defects, will not be used to deny non-waivable legal rights.

4. Non-Returnable & Restricted Item Categories

The following categories are excluded from voluntary change-of-mind returns, where permitted by applicable consumer protection laws and clearly disclosed on the corresponding product detail page. All exclusions are applied in strict compliance with local statutory requirements and do not affect your non-waivable legal rights for defective, non-conforming or misdescribed goods.

1. Custom or personalized items – Goods manufactured, engraved, printed, laser-etched, or modified according to a customer’s individual specifications, including but not limited to custom-printed apparel, engraved accessories, made-to-measure products, and items with personalized text or imagery.
2. Perishable and short-shelf-life goods – Items that deteriorate quickly or have a fixed expiration date, including but not limited to food, fresh products, beverages, short-shelf-life cosmetics, nutritional supplements, and seasonal limited-stock items with expiry constraints.
3. Sealed hygiene, intimate and personal care items – Sealed products intended for personal hygiene, intimate use or direct skin contact that are unsuitable for return once the seal or original packaging is opened, in accordance with local consumer law. This includes underwear, shapewear, swimwear, adult products, piercing jewelry, face masks, sanitary products, sealed skincare, cosmetics, and intimate-use personal care appliances.
4. Sealed media, software and digital activation products – Sealed audio, video, gaming or software products, as well as products with bundled activation codes, license keys or serial numbers, that are excluded from return rights once unsealed, activated or registered, where permitted by applicable law.
5. Delivered digital content and services – Digital products, downloadable content, streaming access, on-demand services, subscriptions, or virtual credits that have been fully or partially provided, accessed or activated to the customer, where the cancellation right is validly removed in line with legal requirements.
6. Gift cards, stored-value cards and virtual vouchers – Physical or electronic gift cards, prepaid stored-value cards, discount vouchers, and coupon codes that have been issued, activated or redeemed, unless otherwise required by applicable law.
7. One-time use and disposable products – Disposable items designed for single use that have been opened or partially used, including but not limited to disposable razors, sheet masks, single-use hygiene products, and sample-sized goods.
8. Used, damaged or incomplete items – Goods that have been materially used, damaged after delivery by the customer, improperly maintained, or returned without essential original components, accessories, tags, manuals or packaging, for reasons unrelated to an original product defect. We reserve the right to refuse return or make a lawful deduction from the refund to the extent allowed by law.
9. Installed or assembled consumables – Products that have been installed, assembled or affixed to a fixed object and cannot be removed without damage or loss of value, such as adhesive products, wall decals, built-in accessories and permanently installed consumables.

The categories above apply only to voluntary change-of-mind returns. Faulty, damaged, unsafe, incorrectly shipped, or materially misdescribed goods are always subject to applicable statutory remedies, even if they fall into one of the restricted categories above. Discounted, clearance or final-sale items are not automatically excluded from mandatory consumer protections where the law requires such coverage.

5. Return Shipping Cost Responsibility

Return shipping costs and associated fees are allocated based on the reason for return, in full compliance with applicable local consumer laws and international trade regulations.

5.1 Returns Due to Change of Mind (Buyer Responsible)

For returns made due to personal preference, incorrect size/color/model selection, or change of mind (where the item is otherwise in conforming, resellable condition), the customer is responsible for paying all direct return shipping costs, unless applicable law or a specific order promotion states otherwise.

• The actual shipping cost depends on the return origin, carrier service, parcel weight/size, tracking level, and destination country/region. We do not apply a flat universal return fee.
• We will inform you of any required shipping method, carrier, or customs declaration requirements in your return authorization instructions.
• For cross-border returns, the customer is also responsible for any return import duties, customs clearance fees, taxes, and brokerage charges incurred in the destination country, unless local law mandates otherwise.

5.2 Returns Due to Seller Error or Defective Items (Seller Responsible)

If an item is confirmed to be defective, damaged on arrival, incorrectly shipped, materially misdescribed, or otherwise non-conforming to your order, we will cover all reasonable and standard return shipping costs.

• We may provide a prepaid shipping label, arrange a carrier pickup service, or reimburse your verified postage costs as required by law.
• Please contact us before purchasing a return label so we can arrange the most cost-appropriate shipping route. If you have already paid for return postage and reimbursement is required by law, we will process the refund in line with applicable obligations upon receipt of valid shipping receipts.
• For eligible statutory returns, we will also cover reasonable associated fees such as standard customs clearance charges, where required by applicable law.
• We will never apply voluntary return cost rules to replace or limit statutory remedies.

5.3 Rejected, Undeliverable or Abandoned Return Parcels

• If a return parcel is rejected, undeliverable, abandoned or returned to sender due to incorrect address information provided by the customer, unpaid import duties/taxes, or failure to complete customs clearance, the customer will be responsible for all resulting shipping, storage, and return-to-sender fees.
• If a parcel is undeliverable due to an error in the return address we provided, we will bear all associated costs and arrange for re-delivery or alternative return instructions at no extra charge to you.

5.4 Lost or Damaged Return Parcels in Transit

• For change-of-mind returns, the customer bears the risk of loss or damage to the parcel during return transit. We recommend using a trackable and insured shipping service.
• For seller-responsible returns (defective/incorrect items), we bear the risk of loss or damage during return transit. If the parcel is lost or damaged in transit, we will process the refund or replacement in accordance with applicable law, and handle carrier claim procedures on our side.

6. Unauthorized Returns

Return parcels sent to an incorrect address or our company registration address without prior authorization may cause significant delays in order identification and processing.

Our return authorization process is designed to ensure efficient handling and tracking; it does not cancel or limit any legal return rights you hold under local law. If your jurisdiction’s consumer law permits returns without prior approval, those legal rights take precedence over this procedural requirement.

7. Inspection, Refund Approval & Amount Adjustment

After we receive your returned parcel, we will inspect the item’s condition, completeness and return reason. We will notify you of the refund approval result and explain any lawful adjustment to the refund amount, if applicable.

Where required by law, the refund will include the original standard delivery charges. We do not charge restocking fees or hidden processing fees for eligible returns.

8. Refund Method & Processing Time

Approved refunds will be initiated within 10 business days of approval, or sooner if required by applicable law. Refunds are normally issued to the original payment method used for the order, unless an alternative method is agreed by both parties or required by law.

Please note that your payment provider or bank may take additional processing time to post the refund to your account. Refund initiation and final account crediting are separate processes. If you do not see the refund within your provider’s standard processing window, please contact us with your order number (do not send full payment card details).

9. Order Cancellation Before Dispatch

If you wish to cancel your order before it is shipped, please email your request to service@muxreno.com as soon as possible. We will attempt to stop fulfillment if the parcel has not yet been dispatched. Cancellation cannot be guaranteed once the order has entered processing or been handed over to the carrier.

If the order has already been dispatched, you may use the applicable return process or exercise your statutory cancellation rights upon receipt. You retain all stronger cancellation rights granted by your local consumer law.

10. Exchanges & Replacements

Voluntary exchanges (for a different size, color or model) are subject to product availability and appropriate shipping arrangements.

For defective, damaged or misdescribed items, repair, replacement, price reduction, full refund or other remedies may be available under local consumer law. Where replacement is required by law, it is not treated as a discretionary exchange. We will communicate the specific steps after reviewing your request.

11. Disputes, Missing Items & Support

For missing items, incorrect shipments, or delivery damage, please contact us with your order number, a description of the issue, supporting photographs, and any relevant parcel details. Please retain the original packaging if it may be needed for a carrier investigation.

If you disagree with a return decision, you may reply with additional facts for a re-review. This policy does not limit your right to contact a local consumer protection authority or pursue any legal remedy available to you.

Company & Return Contact Information

Operating Company: Guangzhou Qinchou Trading Co., Ltd.
Unified Social Credit Code (USCC): 91440118MAKAPN0J73
Company Address: Room K356, 5th Floor (Factory Building A2), No. 2 Yejing Street, Xintang Town, Zengcheng District, Guangzhou
Support Email: service@muxreno.com
Contact Phone: +86 13356829347
Business Hours: Monday to Friday: 9:00 AM – 5:00 PM (UTC+8, China Standard Time)