Return policy

To protect your legitimate rights and interests and make your online shopping more secure, Gwenshop has specially formulated this return and exchange policy, which clarifies the return and exchange conditions, procedures and related instructions. Please read it carefully.

I. Return and Exchange Conditions

1. Time Limit: You may apply for a return within 7 days from the date you receive the product (based on the logistics signature time); you may apply for an exchange within 15 days (excluding special products, no additional instructions for special products).

2. Product Requirements: The product must be in a brand-new, unused state, with complete and undamaged outer packaging, accessories, labels, invoices, etc., without affecting secondary sales; if the product has quality problems (such as damage, functional abnormalities, etc.), it is not subject to this restriction, but you need to provide clear photos/videos of the problem as evidence.

3. Non-Returnable and Non-Exchangeable Situations: Products that have been used or unpacked and affect secondary sales; missing outer packaging, accessories, labels, etc.; product problems caused by man-made damage, self-modification or improper use; no valid purchase certificate (such as order screenshot, invoice) are not eligible for return or exchange.

II. Return and Exchange Process Guidelines

1. Submit Application: If you need to return or exchange the product, please first contact us via the contact email customer@gwenshop.com. The email subject should be marked as "Return/Exchange Application + Order Number", and the body should explain the reason for return/exchange, product name, order number, receiving information and contact method, and attach relevant product certificates (such as problem photos/videos, order screenshots).

2. Review and Confirmation: We will review your application within 1-2 working days after receiving it. After approval, we will reply to you via email, informing you of the specific return and exchange address and precautions.

3. Return the Product: Please send the product, relevant accessories, outer packaging, invoice, etc. to the designated address within 3 working days after receiving the approval notice. Please indicate the order number when returning. You need to prepay the shipping fee first (if it is a product quality problem, we will reimburse the reasonable shipping fee according to the logistics certificate later).

4. Inspection and Processing: After we receive the returned product, we will complete the inspection within 2 working days. If the inspection is qualified, we will process the refund for your return order (the refund will be returned to the original payment method, and the arrival time is subject to the processing time of the payment platform and the bank); for exchange orders, we will arrange re-delivery for you in a timely manner.

III. Other Instructions

1. If you do not follow the above process or the product does not meet the return and exchange conditions, we have the right to refuse your return and exchange application. We apologize for any inconvenience caused.

2. During the return and exchange process, please properly package the product to avoid secondary damage during transportation. If the product is damaged due to improper packaging, it will affect your return and exchange application.

3. If you have any questions, you can contact us at any time via the contact email customer@gwenshop.com, and we will be happy to answer you.

The final interpretation right of this return and exchange policy belongs to Gwenshop.