Refund policy

Mivorae Return and Refund Policy

Issued by: Shenzhen ShiDan E-Commerce Co., Ltd.
Effective Date: [2025-11-11]

I. Scope of Application and Core Principles

This policy applies to all consumers within the United States who purchase products through the Mivorae independent website (http://mivorae.store.com). It complies with consumer protection laws and regulations of various states in the United States as well as common practices for cross-border e-commerce transactions. We are committed to handling return and refund requests fairly, safeguarding the legitimate rights and interests of consumers while maintaining normal transaction order.

II. Conditions for Return Requests

  1. Application Time Limit: Consumers must submit a return request within 30 calendar days after receiving the product.
  1. Product Condition: Returned products must be in their original condition—unused, undamaged, and unaltered. Original packaging, labels, instruction manuals, warranty cards, and other accessories must be complete, without affecting secondary sales.
  1. Documentation Requirements: When submitting an application, please provide the order number, photos of the physical product (including packaging), and a description of the issue. For quality-related problems, additional photos or videos showing the defect details are required.

III. Non-Returnable Product Categories

  1. Customized products (products manufactured according to consumers' specific requirements);
  1. Personal clothing, cosmetics, and other products related to hygiene and safety (except for unopened products that do not affect secondary sales);
  1. Promotional products marked as "Final Sale";
  1. Products damaged or used due to improper storage by consumers.

IV. Return and Refund Process

  1. Submit Application: Submit a request through the "My Orders" page on the independent website or by sending an email to mivorae@mivorae.store.com. The email subject should be marked as "Return Application + Order Number".
  1. Review and Feedback: We will complete the review within 24 hours of receiving the application and notify you of the review result and return address via email.
  1. Return the Product: After the application is approved, please return the product to the designated address within 7 days. It is recommended to use a courier service with logistics tracking (such as USPS, FedEx) and keep the tracking number.
  1. Inspection and Refund: The warehouse will complete the inspection of the returned product within 48 hours of receipt. Once it is confirmed to meet the conditions, the refund process will be initiated, and the refund will be returned to the original payment account via the original payment method.

V. Shipping Costs and Refund Instructions

  1. Shipping Cost Responsibility: For returns caused by product quality issues, incorrect product delivery, or significant discrepancies from the description, we will bear the return shipping costs (reimbursed with the courier receipt). For returns due to personal reasons of the consumer (such as incorrect size, change of mind), the consumer shall bear the return shipping costs.
  1. Refund Timeframe: After the refund process is initiated, the arrival time usually takes 3-15 business days (excluding the processing period of the bank or credit card company).
  1. Fee Deduction: If accessories of the returned product are missing or the packaging is damaged, a repackaging fee of up to 15% may be charged. Products that affect secondary sales will be refused a refund.

VI. Handling of Special Cases

  1. Transportation Damage: If the product is damaged due to logistics during delivery, please take photos of the package and the product immediately and contact customer service within 24 hours. We will arrange for a replacement or refund, and there is no need to return the damaged product.
  1. Force Majeure: In case of failure to process returns on time due to force majeure such as natural disasters or logistics disruptions, both parties may negotiate to extend the time limit or adopt an alternative solution.
  1. Warranty Rights: For products that meet the return conditions, the original product warranty service will be automatically terminated after the refund is completed. For warranty services, please contact customer service separately.

VII. Policy Publication and Revision

This policy will be permanently published in the "After-Sales Service" section at the bottom of the independent website. If revisions are needed due to updates in laws and regulations or business adjustments, a notice will be posted on the website 7 days in advance, and the revised policy will take effect automatically.
Customer Service Contact Information:
Email: mivorae@mivorae.store
Business Hours: Monday to Friday, 9:00-18:00 (Pacific Time, USA)