Return and Refund Policy

Thank you for shopping with DESPAIRLAB. We carefully inspect our products before shipment. Please read this Return and Refund Policy before placing your order.

By completing a purchase on our website, you acknowledge that you have read and agreed to the terms below.

1. Return Request Period

Eligible return requests must be submitted within 7 calendar days from the date the package is marked as delivered by the shipping carrier.

Return requests submitted after this period may not be accepted.

A return request does not mean that the return has automatically been approved. All returns must first be reviewed and authorized by DESPAIRLAB.

2. Returns for Change of Mind

We do not accept returns for non-quality-related reasons, including but not limited to:

• Changing your mind after purchase;

• No longer wanting or needing the product;

• Ordering the wrong product, model, size, connector, or specification;

• Personal preference;

• Incompatibility caused by the customer selecting an unsuitable product;

• Failure to carefully review the product description before placing the order.

Please carefully confirm all product details and compatibility requirements before completing your purchase.

3. Product Condition Requirements

Any product approved for return must be:

• Brand new;

• Unused;

• Unworn, where applicable;

• Unwashed;

• Unmodified;

• Free from damage, marks, odors, stains, or signs of use;

• Returned with all original accessories, components, manuals, labels, gifts, and packaging.

Opened or used products are not eligible for return unless DESPAIRLAB confirms that the product has a qualifying quality issue.

Products that do not meet these conditions may be refused and may not qualify for a refund.

4. Non-Returnable Products

The following products are not eligible for return or refund unless otherwise required by applicable law:

• Customized, personalized, or made-to-order products;

• Products that have been opened or used;

• Products with signs of wear, installation, testing, cleaning, or use;

• Products that cannot be resold for hygiene or safety reasons;

• Consumable products, liquids, scent materials, or replaceable supplies;

• Clearance, promotional, or final-sale products where identified;

• Products damaged through misuse, improper storage, accidents, or unauthorized modification;

• Products returned without prior authorization;

• Any other products identified on the product page as non-returnable.

5. Quality Issues

If you believe that a product has a manufacturing defect or other quality issue, please contact us within 30 calendar days from the delivery date.

To help us review your claim, please provide:

• A screenshot or copy of your order confirmation;

• Your order number;

• Clear photographs of the product;

• A clear video showing the reported issue;

• A description of the problem and how it occurred;

• Photographs of the packaging and shipping label where relevant.

An unboxing video is not mandatory. However, photographs and videos must clearly demonstrate the reported issue.

DESPAIRLAB may request additional information, testing, or troubleshooting before confirming whether the product qualifies for return, repair, replacement parts, or a refund.

6. Situations Not Considered Quality Issues

The following circumstances are generally not considered product quality issues:

• Damage caused by incorrect use or failure to follow product instructions;

• Damage caused by dropping, impact, water exposure, improper voltage, or improper storage;

• Unauthorized disassembly, repair, alteration, or modification;

• Normal wear and tear;

• Minor color differences caused by lighting, photography, screens, or manufacturing batches;

• Minor cosmetic variations that do not affect normal product operation;

• Incompatibility caused by selecting the wrong size, connector, model, accessory, or specification;

• Damage caused by using the product with unsupported equipment or accessories.

Products affected by these circumstances are not eligible for return, refund, replacement, or warranty service.

7. Return Authorization

You must contact DESPAIRLAB and receive return authorization before sending any product back.

Please contact us at:

despairlabh.cn@gmail.com

Do not return a product to the address shown on the original shipping label unless we specifically instruct you to do so.

The return address and return instructions will be provided after your request has been reviewed and approved.

Any package returned without prior written authorization may be refused, discarded, or returned to the sender. Unauthorized returns will not be eligible for a refund.

8. Return Shipping

Approved returns must be sent to the return address provided by DESPAIRLAB. Our return address is located in China.

The customer must use a trackable shipping service and provide us with a valid return tracking number.

We do not accept cash-on-delivery, freight-collect, or unpaid return shipments.

If a return is approved for a confirmed product quality issue, please contact us before shipping the product. We will provide instructions regarding the applicable return shipping costs.

For any return caused by the customer, including an incorrect selection or other customer-related reason, all return shipping costs are the responsibility of the customer.

9. Customs Duties and International Return Charges

For an approved international return involving a confirmed product quality issue, DESPAIRLAB will handle eligible customs duties and return-related import charges according to the instructions provided by our customer service team.

Customers must follow the declared value, shipping method, documentation, and customs instructions provided by DESPAIRLAB.

DESPAIRLAB is not responsible for additional charges caused by:

• Incorrect customs declarations;

• Failure to follow our return instructions;

• Using an unauthorized shipping method;

• Incorrect or incomplete return documentation;

• Additional services selected by the customer;

• A return shipment sent without authorization.

10. Responsibility During Return Shipping

The customer is responsible for the returned product until it has been successfully delivered to and received by DESPAIRLAB.

The customer must package the product securely to prevent damage during transportation.

DESPAIRLAB is not responsible for return packages that are:

• Lost in transit;

• Delivered to an incorrect address;

• Damaged due to insufficient packaging;

• Seized or delayed because of incorrect customs information;

• Sent without valid tracking information;

• Returned without prior authorization.

We recommend using a reliable and trackable shipping service. Shipping insurance may also be considered for high-value products.

11. Return Inspection

After an approved return has been received, we will inspect the product, packaging, accessories, and supporting information.

We reserve the right to reduce or refuse a refund if:

• The product has been used;

• The product has been damaged;

• Parts, accessories, manuals, packaging, or gifts are missing;

• The returned product does not match the original order;

• The reported issue cannot be verified;

• The product was modified, disassembled, or repaired without authorization;

• The return does not comply with this policy.

We may contact you if additional information is required during the inspection.

12. Refund Processing Time

Once the returned product has been received, inspected, and approved, the refund will normally be processed within 7 business days.

The time required for the funds to appear in your account depends on your bank, card issuer, PayPal, or payment service provider.

DESPAIRLAB does not control payment processing times after a refund has been submitted.

13. Refund Method

Approved refunds will normally be issued to the original payment method.

Where a refund to the original payment method is unavailable, DESPAIRLAB may, with the customer’s agreement, issue the refund through PayPal or another mutually agreed method.

The customer may be required to provide accurate payment information before an alternative refund can be processed.

14. Original Shipping Fees

Whether the original shipping fee is refundable depends on the reason for the approved return.

If the return is caused by a confirmed error or quality issue for which DESPAIRLAB is responsible, the original shipping fee may be included in the refund.

If the return is caused by the customer, the original shipping fee will not be refunded.

Any non-refundable shipping charges, customs charges, carrier fees, or other costs may be deducted from the refund where applicable.

15. Payment Platform Fees

DESPAIRLAB does not charge a separate return processing or restocking fee.

However, PayPal, banks, card issuers, currency conversion providers, or other payment service providers may charge transaction fees, withdrawal fees, currency conversion fees, or refund-related fees.

These third-party fees are controlled by the relevant payment provider. DESPAIRLAB is not responsible for such fees and may not be able to refund them.

16. Exchanges

We do not provide direct product exchanges.

If a product qualifies for a return and refund, the customer may place a new order for the preferred product after the refund has been processed.

Products sent back for exchange without prior authorization will not be accepted.

17. Refused or Unclaimed Packages

Refusing delivery, failing to collect a package, or failing to cooperate with delivery or customs clearance does not qualify as an approved return.

If a package is refused, unclaimed, undeliverable, or returned because of the customer, the customer will be responsible for all related costs, including:

• Original shipping fees;

• Return shipping fees;

• Customs duties;

• Import or export charges;

• Storage fees;

• Carrier handling fees;

• Reshipping fees.

Any eligible refund will only be considered after the package has been successfully returned to DESPAIRLAB and inspected.

Applicable fees and losses may be deducted from the refund. If the package is destroyed, abandoned, confiscated, or lost because of the customer’s actions or failure to cooperate, no refund may be issued.

18. Order Cancellations

Orders cannot be canceled after payment has been successfully completed.

Once payment is confirmed, the order may immediately enter processing, production, inspection, packaging, or shipping preparation.

Please carefully review the following information before placing your order:

• Product name;

• Model and specifications;

• Size and compatibility;

• Quantity;

• Shipping address;

• Contact information;

• Payment details.

If DESPAIRLAB is unable to fulfill an order because of stock availability, shipping restrictions, or another seller-related reason, we will contact the customer and provide an appropriate solution.

19. Incorrect, Missing, or Damaged Products

If you receive an incorrect product, a package with missing items, or a product damaged during transportation, please contact us as soon as possible.

Please provide:

• Your order number;

• A screenshot of the order;

• Clear photographs of all received items;

• Photographs of the outer packaging;

• A photograph of the shipping label;

• A video showing the issue where applicable.

Do not discard the product, packaging, shipping label, accessories, or packing materials before the issue has been reviewed.

Depending on the circumstances, DESPAIRLAB may provide replacement parts, technical assistance, repair arrangements, a replacement shipment, a return authorization, or a refund.

20. Policy Abuse and Fraudulent Claims

DESPAIRLAB reserves the right to refuse a return, refund, or other claim where there is reasonable evidence of:

• Fraudulent activity;

• False or misleading information;

• Product substitution;

• Intentional product damage;

• Repeated misuse of the return process;

• Tampered evidence;

• Unauthorized payment disputes or chargebacks;

• Any other abuse of this policy.

This provision does not limit any rights that cannot legally be excluded under applicable consumer protection laws.

21. Changes to This Policy

DESPAIRLAB reserves the right to update or modify this Return and Refund Policy when necessary.

The version published on our website at the time of purchase will generally apply to the relevant order, except where changes are required by applicable law.

22. Contact Us

For return, refund, product quality, or order-related questions, please contact:

Brand: DESPAIRLAB
Customer Service Email: despairlabh.cn@gmail.com
Official Website: www.despairlab.com

Please include your order number, a clear description of the issue, and all relevant photographs or videos so that we can review your request efficiently.