Return & Exchange Policy

Eligibility Requirements

1. Time Limit

   
   

   All return/exchange requests must be initiated within 30 days of product delivery. For electric kettles, we extend this window to 45 days to allow for full functionality testing.
   
   
2. Product Condition

   
   

   All products must be unused, unopened, and in original condition with all tags, packaging, and compliance documents (e.g., FDA certificate for cups, CPSC electrical safety tag for kettles) intact:
   
   

• Cup: Unused, no chips, cracks, or stains; original foam packaging and box intact; no custom engravings (unless defective).
• Electric Kettle: Unused, no signs of water filling or plug-in use; original power cord, user manual, and safety labels intact; packaging unopened (or opened only for inspection without use).
• Storage Rack: Unassembled or assembled but unused; no scratches, dents, or bent parts; all hardware and instructions included; original packaging intact.

3. Defective/Incorrect Items

   
   

   Products with manufacturing defects (e.g., cracked cup edges, faulty kettle power switches, bent storage rack bars) or wrong deliveries (incorrect size, material, color) are eligible for free returns or exchanges. Photo/video evidence of the defect is required for verification, and we cover all shipping costs (including fragile/electrical handling fees).
   
   
4. CPSC Recalled Items

   
   

   All CPSC-recalled products (especially electric kettles with electrical safety hazards) are eligible for free return, replacement, or full refund, regardless of purchase date. We will notify you immediately if any product you purchased is subject to a recall.
   
   

Non-Returnable & Non-Exchangeable Items

1. Used products (e.g., cups with food/beverage residue, kettles with water scale buildup, storage racks with visible use marks) due to hygiene or electrical safety concerns.
2. Products damaged due to improper use, assembly, or handling (e.g., cups dropped and chipped, kettles used with water below the minimum level causing burnout, storage racks overloaded beyond capacity).
3. Customized products (e.g., engraved cups, custom-sized storage racks) with non-quality-related issues.
4. Final sale items (marked "Final Sale" on the product page), except for defective or recalled items.
5. Products with removed or damaged compliance labels (e.g., FDA food contact tags for cups, CPSC electrical safety labels for kettles).

Return & Exchange Process

1. Submit Request

   
   

   Contact customer service via phone, email, or the website’s return portal, provide your order number, describe the issue, and upload photo/video evidence (if applicable). We will review your request within 2 business days and issue an RA Number if approved.
   
   
2. Shipping Arrangement
   
   

• Defective/Incorrect/Recalled Items: We provide a prepaid shipping label with specialized handling (fragile for cups, electrical safety for kettles) and cover all shipping costs (no restocking fee applies).
• Personal Reason Returns: You are responsible for all shipping costs. A 12% restocking fee applies to cover packaging, inspection, and electrical safety re-certification costs (this fee is waived for exchanges of the same product).

3. Inspection & Processing
   
   
   Our quality team inspects returned items within 5 business days to verify condition, compliance with safety standards, and absence of damage. For electric kettles, we conduct a basic electrical safety check to ensure no hazards.

• Eligible defective/incorrect items: Process a full refund (including original shipping fees) or exchange for the correct product, shipped free of charge within 3 business days.
• Eligible personal reason returns: Deduct shipping costs and restocking fees, then issue a refund for the remaining product price.

4. Refund Completion
   
   
   Refunds are credited to your original payment method within 7 business days after inspection approval. Credit card refunds may take an additional 1–3 business days for bank processing.