Customer Service Policy

This Customer Service Policy clearly defines the standardized service rules, shopping guarantees, logistics specifications, return and refund terms, and customer communication principles for all orders placed on our official website. The policy applies to all customers who browse, purchase, and obtain after-sales services through our platform. We adhere to the principles of transparency, fairness, efficiency, and customer priority, aiming to provide every global customer with a stable, reliable, and worry-free shopping experience for eco-friendly zero-waste cleaning products. All service terms are uniformly implemented for all users without hidden rules, additional charges, or regional discrimination.

1. General Shopping Rules & Currency Standard

All commodity prices displayed on the website are unified in United States Dollars (USD). All settlement, discount calculation, refund processing, and fee verification on the platform are based on the US dollar standard. There is no arbitrary price adjustment or regional price difference for any product. All displayed prices are final product prices, excluding no additional service fees, handling fees, or platform surcharges.
We provide consistent service standards for all global customers. Whether for pre-sales consultation, order processing, logistics distribution, or after-sales protection, every user can enjoy equal and standardized service rights. Our core service tenet is to make high-quality sustainable cleaning products accessible to all families with transparent pricing and reliable services.

2. Global Shipping & Logistics Policy

We provide completely free worldwide shipping for all products in the store. There is no shipping threshold, no minimum order quantity requirement, and no shipping surcharge for any region. All orders are eligible for free global delivery, allowing customers to purchase zero-waste eco-friendly cleaning supplies without bearing any logistics costs.
All orders will be processed and arranged for shipment within 1 to 3 working days after the successful confirmation of payment. Our team conducts unified sorting, inspection, and packaging for each order before delivery to ensure that the products are intact, well-packaged, and compliant with international transportation standards. We strictly control the order processing efficiency to avoid unnecessary waiting time for customers.
The standard delivery cycle for all global orders is stable within 6 to 12 working days. The specific arrival time is affected by international logistics transit, local customs clearance efficiency, and regional transportation arrangements, but we will always maintain a stable and efficient delivery rhythm to ensure customers can receive the products in the shortest possible cycle under standardized logistics rules.
In terms of cross-border cost bearing, we undertake all tariffs, customs clearance fees, and any other additional expenses incurred during the international transportation and customs clearance process. Customers do not need to pay any extra fees during the entire shopping and receiving process. All hidden costs and cross-border logistics expenses are fully covered by our platform, realizing a true zero-extra-cost shopping experience.

3. Return Service Policy

We support a long-term and customer-friendly return policy to fully protect customers’ shopping rights and interests. All products purchased on our platform enjoy a60-day return service window. Customers can initiate a return application within the valid return period if they encounter product quality problems, unsatisfactory use experience, or other reasonable return demands.
To ensure the smooth processing of return applications, returned products need to maintain unused, undamaged, and resalable conditions, with complete original packaging and accessories. We strictly review return applications in accordance with unified standards to avoid malicious returns and ensure the fairness of the return policy for all users.
During the return process, our customer service team will provide professional guidance for return operation, address verification, and product packaging requirements. We simplify the return process as much as possible on the premise of standardized review, reducing the time cost and operation cost of customers’ after-sales processing.

4. Refund Processing Policy

After we receive, inspect, and verify the returned products to meet the return standards, we will immediately start the refund process. The unified refund processing cycle is 5 to 10 working days. The refund will be returned through the original payment channel used by the customer.
All valid refunds cover the full payment amount of the purchased products. Since our platform has no hidden fees and extra charges in the shopping process, there will be no arbitrary deduction of refund amount, service fee deduction, or handling fee deduction. The refund amount is transparent and consistent with the actual payment amount of the customer.
The refund progress is uniformly supervised by the platform system. Once the refund is successfully initiated, customers can check the refund record through the original payment account. If there is a delay in the arrival of individual refunds due to the adjustment of the payment channel, our customer service team will actively assist in checking and solving the problem to ensure that customers’ legitimate rights and interests are fully guaranteed.

5. Customer Consultation & Communication Policy

We provide a unified and official customer consultation channel. All pre-sales consultation (product parameter inquiry, discount activity consultation, logistics problem consultation), in-sales order problem feedback, and after-sales service demands (return consultation, refund progress inquiry, product after-sales problem solving) need to be submitted and communicated through the Contact Us page on our official website.
We have a professional customer service team that has received systematic training in product knowledge, service specifications, and after-sales processing. The team can accurately answer various customer questions, efficiently deal with order and product problems, and provide standardized, patient, and professional one-stop service support for every user.
We maintain an efficient response mechanism for all consultation messages. All customer demands will be processed and replied to in a standardized manner to ensure that every problem and feedback from customers can be effectively solved. We adhere to a respectful and sincere service attitude to establish long-term and trustworthy interactive relationships with every customer.

6. Service Update & Interpretation Rules

We reserve the right to optimize and adjust the service policy according to business development and user experience optimization needs. All updated service rules will be displayed on the official website in a timely manner, and the latest published policy content shall prevail. The adjustment of the policy will not affect the valid orders and service rights that have been generated before the update.
All terms of this Customer Service Policy are applicable to all shopping and service behaviors on the platform. By browsing the website and purchasing our products, all customers are deemed to have fully read, understood, and recognized all the terms of this policy. We will always take user experience and rights protection as the core, continuously optimize service details, and provide more perfect and standardized customer service for global users.