Return and Exchange Policy

Last Updated: February 6, 2026
Company Name: Zhijiang Cuizu Trading Co., Ltd.
Company Address: Room 1105—11—0762, Building 1, E-commerce Industrial Park, No. 28-1 Donghu Avenue, Majiadian Street, Zhijiang City, Yichang, Hubei Province
Representative: Cheng Yunlong
Unified Social Credit Code: 91420583MAK2N6LR1R
Email: service@mail.lom-rax.com

Consumer Purchase Terms and Conditions - Cancellations and Returns

These Consumer Purchase Terms and Conditions (hereinafter referred to as "Terms") constitute a legal agreement between you and us (lom-rax), applicable only to purchases of any products we offer within the United States. We primarily operate in niche department store products across three main categories: personal care appliances, baby products, and home essentials, including but not limited to hairdryers, electric toothbrushes, beauty devices, epilators, bottles, strollers, coffee tables, bedside tables, solid wood dining sets, and footstools. By purchasing any product from lom-rax or using our products, you fully agree to these Terms.

Please read these Terms carefully as they outline your obligations and rights. Any disputes arising from these Terms will be submitted to arbitration.

Basic Cancellation and Return Policy

To effectively process cancellations or returns, you must obtain written approval from lom-rax. You may apply for return or cancellation approval by sending an email to our official email address at service@mail.lom-rax.com. Any unauthorized cancellation requests will be rejected, and orders will continue to be processed as usual; any products returned without our written consent will be refused and sent back to you, with related shipping and handling costs borne by you.

Customer service hours are Monday to Friday, 9 AM to 6 PM (UTC+8:00). We will process your cancellation and return requests during working hours, and requests made outside these hours will be prioritized on the next working day.

Minor Defects and Stains

a. Please check the purchased products (including appearance, functionality, etc.) within 14 calendar days upon receiving the package. If there are any non-man-made defects or minor stains, please contact us via the official email mentioned above and provide clear photos and video evidence so we can offer further solutions (such as returns, exchanges, or compensation).

b. If you do not report any defects or stains within the 14-calendar-day inspection period, it will be considered that such defects/stains were caused during use, and we will no longer accept related return or compensation applications.

Cancellation Policy at Different Stages

1. Cancellation before Shipping Label Creation: For orders placed but not yet issued with a shipping label, you may request a full cancellation. Upon confirmation, we will refund the full order amount without any fees.

2. Cancellation before Order Shipping (Shipping Label Created): If the order has a created shipping label but has not been shipped, requesting cancellation will incur a 10% fee of the original order price, with the remaining amount refunded after cancellation confirmation.

3. Cancellation after Order Shipment: Once the order is shipped, the goods cannot be stopped mid-transit. You may refuse the package upon delivery or sign for it first and then contact us via the official email to obtain a return shipping label. After the package is returned to our warehouse and inspected, a refund will be processed with a 20% restocking fee.

4. Cancellation after Delivery (Unopened Package): If the package arrives within the estimated 5-7 business days and you wish to cancel the order within 14 calendar days of receipt due to personal reasons (the package is unopened, unused, and maintains original packaging), contact us through the official email with clear photos and videos as evidence. Upon obtaining written approval, you should arrange the return with the original carrier at your expense. After confirming the package's condition, a 20% restocking fee will be applied, and the remainder refunded.

Post-Use Cancellation (Non-Quality Reasons)

Within 30 calendar days of delivery, if you wish to cancel the order (return) for non-product quality reasons, such as not wanting/need the product, incorrect size, dislike, or refusal of compensation for minor transport damage, contact us via the official email service@mail.lom-rax.com. Provide photos and videos proving the product and packaging are in their original state (no signs of use, no damage, all accessories intact). Upon receiving written authorization, arrange the complete package return with the original carrier at your expense.

Note: Beyond 30 calendar days from delivery, we will no longer process such non-quality-related return requests. Upon inspection, a 25% restocking fee will be deducted, and the remaining amount refunded. If used signs, packaging damage, or missing accessories are found, we will refuse the return package or deduct appropriate charges before refunding.

Non-Returnable Products

Certain products are non-returnable unless extreme conditions arise (e.g., serious unrepairable product quality issues). Contact us beforehand via the official email with detailed proof and obtain written approval to apply for a return. Otherwise, return packages will be refused, and related costs will be borne by you. Non-returnable products include:

• Custom orders (products tailored to your specific requirements);
• Used products showing evident signs of use;
• Clearance items explicitly marked as "non-returnable" before purchase.

Refund Conditions and Exceptions

1. Generally, refunds will be processed within 7 business days after we receive and inspect the returned packages. The refund will be credited back to the payment account used at the time of ordering.

2. Refunds might experience delays due to payment platform rules or banking processes. If you have not received the refund after 7 business days, contact us via the official email with your payment and order details. We will assist you in tracking the status.

3. Refunding will be suspended or refused under conditions such as unapproved return packages, non-compliant returns, man-made damages or missing parts, and exceeding the return period.

Important Reminders

1. Within 12 hours of placing an order, you may contact us via the official email to edit or change order details (including shipping address, contact information, product model, etc.). Changes cannot be made beyond this window.

2. Orders with stock are typically shipped within 1-2 business days (excluding weekends and holidays), with delivery times being 5-7 business days. Combine shipping and delivery schedules when submitting return requests within permissible timelines.

3. For returns, please do not directly refuse any FedEx/UPS packages. Sign for the package first, check the product condition, then request a return shipping label via the official email for processing returns according to instructions. Directly refusing packages could delay the return process, with related costs incurred by you.

Return Address：Room 1105—11—0762, Building 1, E-commerce Industrial Park, No. 28-1 Donghu Avenue, Majiadian Street, Zhijiang City, Yichang, Hubei Province