Contact customer service before every return. Opening a support case does not approve a return or refund.
Report an issue
Provide the order number, an explanation and available photos for wrong, missing, damaged, temperature-affected or other issues. Customer service will verify the case through Telegram.
Customer-service decision
The recorded outcome may be rejection, replacement, approved return, partial refund or full refund. Do not send frozen goods back without confirmation.
Refund processing
Online refunds follow the payment provider's server-confirmed result. Cash-on-delivery refunds require customer-service confirmation and an administrative record.