Refund policy

Return & Exchange Policy for Customized Products
(Last Updated: June 21, 2025)

I. Core Principles

All customized products (e.g., 3D-printed slippers with personalized designs or exclusive sizing) are non-refundable and non-exchangeable unless defects are confirmed as the seller's responsibility.

II. Eligible Cases

▌ Quality Defects
Non-human-caused flaws (e.g., structural cracks/material breakage), supported by photo/video proof.
▌ Seller Errors
Size discrepancies from provided measurements, or mismatched product patterns.
▌ Shipping Damage
Internal damage with intact packaging (requires delivery receipt + unboxing video), or insufficient protective packaging.

III. Non-Eligible Cases

⚠ User-Related Issues

  • Incorrect sizing/ambiguous design requests;
  • Damage from improper use/storage (e.g., sun exposure, chemicals);
  • Feedback provided >48 hours after delivery;
  • Subjective dissatisfaction with customization (e.g., personalized text/patterns without design errors).

IV. After-Sales Process

  1. Evidence Submission (Within 48 Hours)

    • Contact: xiaoxi@2-la.com with:
      ✓ Order number;
      ✓ Close-up media of defects (video must show order info);
      ✓ Photo of shipping label + damaged packaging.
    • Do not return items without authorization. Approved returns will receive prepaid return labels.
    • Return Address:
      TUTU, Unit 1604, Tower A, Zijin Plaza, Siming District, Xiamen, Fujian
      Phone: +86 15080506116  退货地址：福建省厦门市思明区环岛东路1801号中航紫金广场A塔1604 邮政编码：361000 联系人：图图 联系电话：15080506116

  2. Review & Resolution (Within 5 Business Days)

    • Seller-confirmed defects: Remake or refund (seller covers shipping);
    • User-responsible cases: Process terminated; evidence archived.

V. Preventive Notice

Customers must acknowledge via pop-up/text disclaimer that "Customized items are final sale" and verify design/sizing accuracy before payment to prevent disputes.