At Dezhou Shuoya Cross-Border E-Commerce Co., Ltd., we are committed to providing customers with a reliable and transparent shopping experience when purchasing children’s toys and related products through our online store.

We understand that customers may occasionally need to return a product because of an incorrect item, damage during transportation, a product issue, or another eligible reason. This Return & Refund Policy explains when returns, exchanges, refunds, and other after-sales solutions may be available.

Please read this policy carefully before placing an order.

1. Company Information

Company Name: Dezhou Shuoya Cross-Border E-Commerce Co., Ltd.

Business Address:
Dezhou City, Pingyuan County,
Deyuan Subdistrict,
South of Ping’an Avenue and East of Erhuan East Road,
Within the Second Entrepreneurship Industrial Park,
Shandong Province, China

Our business primarily involves the online sale of children’s toys and related products through cross-border e-commerce channels.

2. General Return Policy

We accept eligible return or refund requests when a product meets the conditions described in this policy.

Depending on the circumstances, an eligible after-sales request may result in:

  • A replacement product;
  • An exchange;
  • A partial refund;
  • A full refund;
  • Store credit where applicable; or
  • Another reasonable solution agreed upon between the customer and us.

The specific solution depends on the nature of the problem, the condition of the product, the availability of a replacement, and applicable laws and regulations.

Because children’s toys may involve safety, hygiene, packaging, and product-integrity considerations, certain products may be subject to additional return conditions.

3. Eligible Reasons for a Return or Refund

A return or refund request may be considered in circumstances including:

3.1 Damaged Product

If a product arrives damaged, broken, crushed, or otherwise materially affected during transportation, please contact us as soon as reasonably possible after receiving the package.

We may request photographs or videos showing:

  • The product;
  • The damaged portion;
  • The original packaging;
  • Shipping labels;
  • The condition of the parcel; and
  • Other information reasonably necessary to assess the issue.

This information may help us determine whether the damage occurred during transportation and identify an appropriate solution.

3.2 Incorrect Product

If you receive a product that is different from the product included in your order, please contact us promptly.

After verifying the order information, we may arrange an appropriate solution, which may include:

  • Sending the correct product;
  • Replacing the incorrect product;
  • Providing a refund; or
  • Providing another appropriate resolution.

3.3 Missing Items

If an item that should have been included in your order is missing, please contact us after receiving the package.

We may verify the order, packing information, shipment information, and other relevant records before determining the appropriate solution.

If a missing item is confirmed, we may arrange a replacement or other appropriate remedy.

3.4 Product Defects

If a product has a manufacturing defect or another material quality problem that was not caused by improper use, modification, or accidental damage after delivery, the issue may qualify for an after-sales remedy.

Customers may be asked to provide photographs, videos, order information, or other reasonable evidence to help us evaluate the reported defect.

3.5 Product Not Matching the Order

If the product received materially differs from the description, specifications, quantity, or selected option included in the order, the issue may be reviewed for an appropriate return, replacement, exchange, or refund.

Minor differences that do not materially affect the product may not automatically qualify for a return or refund.

4. Products That Are Generally Not Eligible for Return

For safety, hygiene, quality-control, and product-integrity reasons, certain products may not be eligible for return once opened, used, assembled, or otherwise altered.

Returns may generally be unavailable for products that:

  • Have been used;
  • Have been damaged after delivery through improper use;
  • Have been modified or altered;
  • Are missing essential parts or accessories because of customer handling;
  • Are missing original packaging where the packaging is necessary for product integrity;
  • Show signs of unreasonable wear;
  • Have been assembled or installed where assembly affects the condition of the product;
  • Have been intentionally damaged;
  • Are returned without the required order information;
  • Are returned after an applicable return period; or
  • Cannot reasonably be resold because of the condition in which they were returned.

Products that have been opened may be subject to additional review, particularly where opening or use affects product safety, hygiene, or resale condition.

These restrictions do not limit any mandatory consumer rights that cannot legally be excluded or restricted.

5. Return Time Period

Customers should contact us as soon as reasonably possible after receiving an order if they believe there is a problem with the product.

For damaged, incorrect, defective, or missing products, we recommend submitting a request promptly after delivery so that the issue can be investigated while relevant order and shipping information remains available.

Where a specific return period applies to an order or product, the applicable period will be communicated through the relevant order or customer service process.

Any mandatory return or consumer protection period required by applicable law will continue to apply regardless of the general terms of this policy.

6. How to Request a Return or Refund

Before returning any product, please contact us through the customer service or contact channel available through the relevant online store or transaction service.

To help us process your request efficiently, you may be asked to provide:

  • Your name;
  • Order number;
  • Product name;
  • Description of the problem;
  • Date the order was received;
  • Photographs or videos of the product;
  • Photographs of the packaging where relevant;
  • Shipping information or tracking information where relevant; and
  • Other information reasonably necessary to review the request.

Please do not send a product back before receiving return instructions, unless we specifically instruct you to do so.

Sending an item to an address that has not been authorized for the return may cause delays or prevent us from properly processing the request.

7. Evidence for Damaged or Defective Products

For certain claims, photographs or videos may be required.

For example, if an item arrives damaged, we may need clear images showing:

  1. The exterior of the shipping package;
  2. Any visible damage to the package;
  3. The product itself;
  4. The damaged or defective area;
  5. Product labels or identifying information; and
  6. Any relevant accessories or components.

The purpose of requesting such information is to determine the nature of the problem and provide an appropriate solution.

Customers should retain the original packaging until the claim has been resolved where reasonably possible.

8. Return Shipping

Return shipping arrangements depend on the reason for the return.

Defective, Damaged, or Incorrect Products

Where we confirm that the product was defective, materially damaged before or during delivery, or incorrectly supplied, we may provide an appropriate return or replacement solution in accordance with applicable law.

Customer-Requested Returns

If a return is requested for reasons unrelated to a product defect, incorrect shipment, or other issue attributable to us, the customer may be responsible for applicable return shipping costs where permitted by law.

The specific shipping arrangements will be communicated during the return process.

9. International Returns

Because our business involves cross-border e-commerce, international returns may involve additional logistical considerations.

Depending on the destination country or region, a return may involve:

  • International shipping;
  • Customs procedures;
  • Import or export documentation;
  • Carrier requirements;
  • Additional transportation time; or
  • Other logistical requirements.

Customers should follow the return instructions provided for the relevant order.

We cannot guarantee that a customer-initiated international return sent without authorization will be successfully received or processed.

10. Return Condition Requirements

Returned products should be maintained in a condition that allows us to reasonably inspect the reported issue.

Where a return is approved, customers should, where reasonably possible:

  • Include all relevant components;
  • Include accessories supplied with the product;
  • Include the original packaging where requested;
  • Avoid additional damage during return transportation;
  • Package the product securely; and
  • Follow the return instructions provided by customer service.

If a product is returned in a substantially different condition from the condition in which it was delivered, the available remedy may be affected to the extent permitted by applicable law.

11. Exchanges and Replacements

Where an eligible product is defective, damaged, incorrect, or otherwise qualifies for an exchange or replacement, we may offer a replacement instead of a refund.

Replacement availability depends on inventory and other fulfillment circumstances.

If the same product is unavailable, we may provide another appropriate solution, such as:

  • A comparable replacement;
  • A refund;
  • A partial refund where appropriate; or
  • Another solution agreed upon with the customer.

An exchange or replacement may be subject to the same safety, product-condition, and eligibility requirements described in this policy.

12. Refunds

Once an eligible refund has been approved, the refund will generally be processed through the applicable payment method or transaction channel used for the original purchase, where technically and legally possible.

The time required for the refund to appear in the customer’s account may depend on:

  • The payment provider;
  • The financial institution;
  • The payment method;
  • Transaction processing procedures; and
  • Other factors outside our direct control.

We cannot guarantee the exact time required for a payment provider or financial institution to complete a refund.

13. Full Refunds

A full refund may be considered in circumstances such as:

  • A materially defective product;
  • A materially incorrect product being supplied;
  • A confirmed shipment-related product loss where applicable;
  • A qualifying damaged product where replacement is not appropriate;
  • An approved cancellation or return where applicable; or
  • Other circumstances where a full refund is required by applicable law or otherwise approved.

The final refund amount may depend on the circumstances of the transaction and applicable legal requirements.

14. Partial Refunds

A partial refund may be considered when:

  • A minor product issue does not justify a complete return;
  • A customer agrees to keep a product despite a non-material defect;
  • Only part of an order is affected;
  • A product has a minor issue that can be reasonably compensated without returning the item; or
  • Another circumstance makes a partial refund an appropriate resolution.

A partial refund is not guaranteed and will depend on the circumstances of the case.

15. Non-Refundable Charges

Certain costs may not be refundable where permitted by applicable law.

These may include costs or charges that were:

  • Separately incurred by the customer;
  • Caused by incorrect information supplied by the customer;
  • Related to optional services selected by the customer;
  • Related to customer-requested changes after an order has entered fulfillment; or
  • Otherwise excluded under the applicable transaction terms.

Where a refund is subject to specific deductions, the applicable amount and reason will be communicated to the customer where required.

16. Order Cancellation

Customers who wish to cancel an order should submit the cancellation request as soon as possible.

Cancellation may be possible before the order enters certain stages of processing or fulfillment.

Once an order has been processed, packed, dispatched, or otherwise entered fulfillment, cancellation may no longer be possible.

If cancellation is not possible, the customer may need to follow the applicable return procedure after delivery, if the order qualifies for a return under this policy or applicable law.

17. Refused or Undeliverable Packages

If a package cannot be delivered because of circumstances attributable to the customer, such as an incorrect or incomplete shipping address, refusal to accept delivery, failure to collect a package, or failure to comply with applicable delivery requirements, the resulting costs or refund may be handled according to the circumstances and applicable law.

Customers should ensure that shipping information provided during checkout is complete and accurate.

If a package is returned to us because it cannot be delivered, please contact customer service to determine whether reshipment, refund, or another solution is available.

Additional shipping costs may apply to reshipment where the original delivery problem was caused by information or actions attributable to the customer and where permitted by law.

18. Products Damaged After Delivery

We are not generally responsible for damage caused after delivery through:

  • Improper use;
  • Improper storage;
  • Failure to follow product instructions;
  • Unauthorized modification;
  • Excessive force;
  • Accidental damage;
  • Negligence;
  • Use contrary to the intended purpose; or
  • Normal wear and tear.

For children’s toys, customers should follow all applicable age recommendations, warnings, assembly instructions, usage instructions, and safety information supplied with the product.

19. Children’s Toy Safety

Because our products are intended for children or may be purchased for children, product safety is an important part of our after-sales process.

Customers should carefully review product instructions, age recommendations, warnings, and usage information before allowing a child to use a product.

If you believe that a children’s toy presents a safety issue, stop using the product and contact us through the available customer service channel as soon as reasonably possible.

We may request information about the product, packaging, batch or identifying information, photographs, videos, and circumstances surrounding the reported safety issue.

Safety-related concerns may be reviewed separately from ordinary return requests.

20. Missing Parts or Accessories

If a product appears to be missing a component, accessory, instruction, or other item that should have been included, please contact us before attempting to modify or repair the product.

We may verify the product configuration and order information and determine whether the missing item can be supplied separately or whether another remedy is appropriate.

Customers should not attempt unauthorized repairs where doing so could create additional damage or safety risks.

21. Refunds for Partially Returned Orders

If an order contains multiple products and only some products qualify for a refund, the refund may apply only to the eligible products or affected portion of the order.

Shipping charges and other transaction-related amounts may be treated separately depending on:

  • The reason for the return;
  • Whether the entire order is returned;
  • Whether the original shipping service has already been used;
  • Applicable payment rules; and
  • Applicable consumer protection laws.

22. Promotional Products and Discounts

Products purchased using promotional pricing, discounts, coupons, bundles, or other special offers may be subject to specific return or refund calculations.

If only part of a promotional order is returned, the refund may be adjusted to reflect the terms under which the promotion was originally applied, where permitted by applicable law.

Any such adjustment will not reduce mandatory consumer rights.

23. Gift Orders

If a product was purchased as a gift and qualifies for a return or refund, the available refund method may depend on the original transaction and payment method.

Additional information may be required to verify the order before a return, exchange, or refund can be processed.

24. Review and Approval of Claims

Submitting a return request does not automatically mean that a return or refund has been approved.

We may review:

  • Order records;
  • Product information;
  • Customer-provided photographs or videos;
  • Shipping information;
  • Delivery records;
  • Product condition;
  • Return condition;
  • The reason for the request; and
  • Other information reasonably necessary to determine eligibility.

After review, we will determine an appropriate resolution in accordance with this policy and applicable laws and regulations.

25. Abuse of Return and Refund Procedures

We reserve the right to investigate unusual, repeated, fraudulent, or abusive return and refund activity.

Examples may include:

  • False damage claims;
  • False missing-item claims;
  • Intentional product damage;
  • Repeated use of products followed by unjustified refund requests;
  • Returning a different product from the one purchased;
  • Providing manipulated or misleading evidence; or
  • Other conduct intended to improperly obtain a refund or replacement.

Where permitted by applicable law, we may refuse or restrict requests that are determined to involve fraud or abuse.

This does not affect legitimate consumer rights.

26. Legal Consumer Rights

Nothing in this Return & Refund Policy is intended to remove, restrict, or replace any mandatory consumer protection rights that apply to customers under applicable laws and regulations.

Where applicable law provides a mandatory right to cancel, return, repair, replace, refund, or obtain another remedy, those legal rights will continue to apply.

If any provision of this policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement will prevail to the extent of the conflict.

27. Changes to This Return & Refund Policy

We may update this Return & Refund Policy from time to time to reflect:

  • Changes in our products or services;
  • Changes in fulfillment procedures;
  • Changes in return and refund practices;
  • Changes in applicable laws and regulations;
  • Changes in payment or logistics arrangements; or
  • Other legitimate operational requirements.

When material changes are made, the updated version will be published with a revised “Last Updated” date.

Customers are encouraged to review this policy periodically.

28. Contact and After-Sales Assistance

Dezhou Shuoya Cross-Border E-Commerce Co., Ltd.

Business Address:
Dezhou City, Pingyuan County,
Deyuan Subdistrict,
South of Ping’an Avenue and East of Erhuan East Road,
Within the Second Entrepreneurship Industrial Park,
Shandong Province, China

For return, refund, exchange, product-quality, or after-sales requests, customers should use the customer service or contact channel made available through the relevant online store or transaction service.

When contacting us, please provide your order number and a clear description of the issue whenever possible.

29. Final Statement

Our goal is to handle returns, exchanges, and refunds in a fair, transparent, and reasonable manner while maintaining appropriate product-quality and safety standards.

We encourage customers to inspect children’s toys and related products promptly after delivery and to contact us as soon as possible if an order contains a damaged, defective, incorrect, or missing item.

Each request will be reviewed according to the circumstances of the order, the condition of the product, this policy, and applicable laws and regulations.