Return & Refund Policy

1. General Provisions
Your satisfaction is the core goal of our service. To protect the legitimate rights and interests of global customers and clarify the procedures and liability boundaries for cross-border returns and exchanges, this policy is formulated. This policy applies to all products purchased through Haizhiji’s platforms (including the official website and offline exhibition centers). For customized products, the "Special Provisions for Customized Products" shall additionally apply.

2. Eligible Scenarios for Returns & Exchanges and Core Requirements
(I) Eligible Scenarios for Returns & Exchanges (All the following conditions must be met)
1.Scope of Scenarios
◦Product quality issues: Such as damage, cracks, or functional failures upon receipt (e.g., moisture-proof failure of wall panels after installation), loose embroidery threads or incomplete patterns on embroidered paintings;
◦Merchant fulfillment errors: The model, style, or specification of the received product is inconsistent with the order description (e.g., incorrect wall panel size delivered, embroidered painting theme not matching the order);
◦Significant discrepancies between the product and promotions: Obvious differences between the actual material, craftsmanship, or appearance of the product and the descriptions on the platform’s detail page/brochure.
1.Time Limit
A return/exchange application must be submitted through official channels within 7 calendar days from the day after receiving the goods (failure to do so within the time limit will be deemed a voluntary waiver of the return/exchange right).
2.Requirements for Product Condition
◦Returns/exchanges for non-quality issues: The product must be unused, uninstalled, undamaged, and retain the original packaging (including boxes, labels, and tags) as well as all accessories (e.g., wall panel installation manuals, hooks for embroidered paintings) to ensure it can be resold;
◦Returns/exchanges for quality issues: Clear photos of the damaged/defective parts of the product must be retained. No excessive cleaning or repair is required to avoid affecting the determination of the problem.
1.Cost Responsibility
◦Merchant liability (quality issues, fulfillment errors, discrepancies from promotions): Haizhiji shall bear the return shipping fees. It is recommended to use international mainstream couriers such as DHL, UPS, or FedEx, or local cooperative logistics providers; if premium shipping services (e.g., expedited delivery) are selected, the excess cost beyond the standard shall be borne by the customer;
◦Customer liability (e.g., change of personal preference, wrong model purchased with no product quality issues): The customer shall bear the return shipping fees and any potential import taxes/duties. No additional handling fees will be charged, but the product must meet the requirement of "unused and original packaging intact".

3.Ineligible Scenarios for Returns & Exchanges
Returns & exchanges will not be supported and no refunds will be issued in the following cases (unless the product has quality issues):
1.Customized/personalized products: Such as wall panels with exclusive logos, embroidered paintings made according to the customer’s specified size/pattern, or engraved wall hangings;
2.Used/installed products: Such as wall panels already installed on walls, embroidered paintings already hung for use (with obvious creases/stains), or missing accessories (e.g., lost wall panel installation screws, missing embroidered painting packaging);
3.Expired time limit: Failure to submit an application within the "7 calendar days after receipt";
4.Products not sold by Haizhiji: Inability to provide the order number, purchase certificate, or product traceability information inconsistent with Haizhiji’s outbound records;
5.Manually damaged products: Such as damage caused by improper packaging by the customer during transportation, or damage caused by incorrect installation/improper maintenance during use.

4.Return & Exchange Application Process
1.Submit Application
Contact Haizhiji Customer Service (Email: market@hysmarthome.com; Working hours: 9:00-18:00 local time) and provide the following information:
◦Order number (available in the order confirmation email/personal account);
◦Description of the product issue (e.g., "damaged corner of wall panel", "wrong model of embroidered painting delivered");
◦Clear photos/videos (including the entire product, defective parts, and courier waybill to facilitate quick liability determination).
1.Review & Feedback
Customer Service will complete the review within 1-2 working days. If approved, a "Return & Exchange Confirmation Letter" (including the return address, contact person, and logistics requirements) will be sent; if rejected, the specific reason will be explained (e.g., "exceeded the 7-day time limit", "product has been used").
2.Return the Product
The customer must return the product within 3 calendar days after receiving the "Return & Exchange Confirmation Letter". When returning, please enclose a note in the package stating "Order Number + Contact Person + Phone Number" and keep the shipping tracking number (to track the logistics status).
3.Inspection & Determination
Haizhiji will complete the inspection of the returned product within 3 working days after receipt:
◦If the product meets the return/exchange requirements: Proceed to the refund/exchange process;
◦If the product fails to meet the requirements (e.g., damaged product, missing accessories): The return/exchange will be rejected, and the customer will be notified to retrieve the product (the customer shall bear the shipping fees for retrieving the product).

5.Refund Rules
1.Refund Conditions
Refunds will only be initiated in the following cases:
◦The customer chooses "return for refund" due to quality issues, fulfillment errors, or discrepancies from promotions;
◦Customized products have quality issues (e.g., wrong embroidery pattern on embroidered paintings, inconsistent wall panel material with the agreement).
1.Refund Timeframe
◦After approval, the refund will be initiated within 5-10 working days (postponed in case of local or Chinese statutory holidays);
◦The arrival time depends on the payment method: PayPal/credit cards usually take 3-7 working days, while bank transfers may take 7-10 working days (subject to the settlement cycle of the issuing bank/bank).
1.Refund Path
The refund will be returned to the original payment account of the customer:
◦International credit card payment: Refunded to the original credit card (note: it may only restore the credit limit without offsetting the bill, subject to the rules of the issuing bank);
◦PayPal/Alipay International: Refunded to the original account;
◦Bank transfer payment: Refunded to the original bank card used for the transfer.
1.Handling Fee Description
No handling fees will be charged for all refunds. If cross-border payment exchange rate differences or intermediary bank fees are incurred due to the payment platform, the responsible party shall bear the fees:
◦Merchant liability: Haizhiji shall bear the relevant fees;
◦Customer liability: The customer shall bear the relevant fees.

6. Handling of Special Cases (Damaged/Wrongly Delivered Products)
If the received product is damaged, leaking, or completely inconsistent with the order (e.g., receiving embroidered paintings instead of wall panels), please be sure to:
1.Verify the product on the spot (e.g., open the package for inspection in the presence of the courier) and take videos/photos of "the product + courier waybill + damaged parts";
2.Contact Customer Service via market@hysmarthome.com within 24 hours. Failure to do so within the time limit will affect the determination of liability;
3.Solutions: You may choose to "receive a replacement of the same product" (Haizhiji bears the replacement shipping fees, and the replacement cycle is 7-15 working days) or "return for refund" (implemented in accordance with Article V of this policy). No fees will be borne by the customer.

7. Contact Information
For inquiries about returns and refunds, please contact us through the following channels:
•Official Email: market@hysmarthome.com