RETURN & REFUND POLICY

Return and refund

• Customer MUST carefully choose which product they wish to purchase. We do not offer any refund or exchange because of a change of mind on your purchase.

• Cross-border products do not support no reason return and exchange

• Customers will meet the return requirements if the products received is defect.

1. They need to be sent back to the specified address. (The shipping fee should be paid by buyer first)

2. The seller will refund with the same amount according to payment proof of returning fee and the returning tracking number

3. The refund will be processed within 48 hours after receiving the returned package.

4. The refund amount will be returned to your original payment account within 3-7 days calculated from the date the system processes the refund.

5. If the parcel is returned because the receiver refuses to pay tax fee, we will not include your shipping fee, returning fee, and other related fees when we apply for a refund for you.

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Fees & taxes

1. Customers shall bear the tariffs and value-added tax incurred in the destination country.

2. If the parcel is returned because the receiver refuses to pay tax fee, we will not include your shipping fee, returning fee, and other related fees when we apply for a refund for you.

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Cancel & change address

1. We do not accept any cancel request after fulfilment.

2. We do not accept any change of shipping address after fulfilment.

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Defect products

For defective products purchased from mussel-memory.com, please contact us at postcard@mussel-memory.com within seven (7) days from the date of delivery.

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For information security, please kindly contact us with the email that you used to place order. We will contact you and support you to solve the problems.

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To avoid any dispute in respect of a refund of exchange, customers are encouraged to video record themselves opening the shipping envelop/box, the day of which must be no more than 2 working days from the date of delivery.

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The shipping sheet and the parcel condition should be clearly included in that video.

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FAQ

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Can I cancel my order after I have placed it?

An order could only be cancelled before its shipment. Once the parcel is shipped, the order is irreversible and cannot be cancelled.

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What if the item I received is damaged?

For this situation, please kindly reach us postcard@mussel-memory.com with the related order number and the unpacking video of the related products within seven (7) days from the date of delivery.

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