If you decide to reconsider your purchase, please contact us using the provided contact details, including your order number and details of the changes you wish to make. We will confirm any adjustments or cancellations once they are processed.

Refund & Returns

Due to hygiene reasons and the nature of our custom-made products, we do not offer exchanges or refunds unless the received item has a significant issue. This includes cases where the item:

• Deviates significantly from the description or sample provided;
• Is damaged due to faults in our manufacturing process or during transportation;
• Does not match your original order.

Please note that our products are made based on market demand and may not always be readily available. Additionally, slight variations in color between advertised images and the actual product may occur due to lighting during photography or differences in monitor displays. We ask for your understanding regarding these differences.

In the event of a major issue, we may choose to replace the item or issue a refund within a reasonable timeframe, allowing you to keep the product.

To initiate a complaint, please contact our Customer Support team with the following details:

• Order number
• Video or photo showing the issue (if applicable)
• Complete delivery address
• Contact telephone number

Upon receiving and inspecting your return, we will notify you via email regarding the approval or rejection of your refund.

If you choose to return your order without contacting our Customer Support team and it does not meet our criteria, a refund will not be issued, and alternative options will be communicated to you via email.

Refunds or exchanges are not applicable to products purchased during a sale or promotion. Shipping fees are non-refundable once the item has been shipped, and you are responsible for covering the return shipping costs.

If your order does not arrive within 45 business days from the original purchase date, please contact our support team for a full refund.

Lost/Missing Items

Requests for replacement or refund of lost or missing items must be made within 30 days of purchase. Beyond this period, replacements or refunds cannot be offered.

For orders not updated in more than 14 days (domestic) or 21 days (international), you have the right to request a replacement or refund. Please email us at [email protected] to file a claim.

Note: We generally do not accept refunds or replacements for customer errors such as providing an incorrect or incomplete address. Please double-check your address before completing your order.

Replacement/Refund Process

Since our products are customized, we do not accept returns. You may choose to donate, keep, or dispose of the item as you wish. The replacement process follows our standard order timeframe.

Regarding refunds, you will receive confirmation once the process is complete. Please allow approximately 7-10 days for the refund to reflect in your account, depending on your bank’s processing times.

Late or Missing Refunds

If you have not received your refund, first check your bank account. Contact your credit card company and bank, as processing times may vary. If the issue persists, please contact us at [email protected]

Placing an order with us indicates your acceptance of these terms.

Thank you for choosing Alibay Store. For further assistance, please email us at [email protected]