Lizii.com Delivery & Returns Policy

Lizii.com ("we", "us", "our"), a global full-range e-commerce platform headquartered and registered in Hong Kong, China, with branch offices and overseas warehouses worldwide (including facilities in Shenzhen, Guangzhou, Tianjin, Hong Kong (China), Germany, Australia, New Zealand, Brazil, and the United States), is committed to providing reliable, transparent delivery services and fair, convenient return and refund solutions for our global customers. This Delivery & Returns Policy (the "Policy") outlines our delivery terms, shipping timelines, and return/refund procedures, applicable to all retail, wholesale, and dropshipping orders placed through our platform, in compliance with international shipping regulations and consumer protection laws.

These terms are in addition to, and do not replace, any statutory consumer rights under applicable law.

This Policy shall be interpreted in accordance with the laws of Hong Kong, China. If any provision of this Policy is found to be inconsistent with the laws of your jurisdiction, such provision shall be interpreted in line with local laws, and other provisions shall remain in full force and effect.

1. Delivery Areas

We offer global delivery services to nearly all countries and regions worldwide. We can ship to all valid postal addresses, including PO boxes, where permitted by local postal authorities.

For remote or restricted areas (such as certain islands, conflict-affected regions, or regions with import restrictions), we may limit delivery or require additional shipping fees, which will be clearly indicated at checkout. If your address is not eligible for delivery, we will notify you promptly before order confirmation.

2. Shipping Details & Timelines

2.1 Global Warehouse Shipping

Orders are dispatched from our global warehouse network, split into Local Warehouses and China Warehouses to optimise delivery efficiency.

The dispatch warehouse is determined based on product availability, your shipping address, and product nature. Shipping timelines vary based on the warehouse type and your destination, as follows:

· Local Warehouse Shipping (when available): Estimated delivery time is 3–7 business days, depending on your region.
· China Warehouse Shipping: Estimated delivery time is 7–21 business days. The specific timeline may vary according to the nature of the product (e.g., size, weight, customs clearance requirements).

Guarantee: If you have not received your order within 40 calendar days from the purchase date, or if you are not satisfied with the product (in line with our return eligibility criteria), we will provide you with a full refund or resend a new item, at your choice. This guarantee does not apply to delays caused by force majeure (e.g., natural disasters, customs strikes, or government restrictions) or incorrect delivery information provided by you.

2.2 Shipping Timelines During Public Holidays

Please allow additional 3–5 working days for delivery during public holidays (including but not limited to Christmas, New Year, Lunar New Year, and regional public holidays). During peak holiday periods (e.g., Christmas season), courier services may experience increased volume, leading to longer delivery times. We recommend placing orders in advance to avoid holiday-related delays.

3. Returns & Refunds

3.1 General Return & Refund Eligibility

We aim for 100% customer satisfaction. If you are not satisfied with your purchase, you may contact our customer support team within 30 calendar days of delivery to request a return, refund, or exchange. To be eligible for a return or refund, the product must be in its original condition, unused, and with all original packaging, tags, and accessories intact. Customized products or perishable items are not eligible for return or refund unless they are faulty or misrepresented.

3.2 Faulty or Defective Products

If you receive a faulty, defective, or misrepresented product (for example, incorrect items or goods damaged in transit), we will fulfill our obligations under applicable international consumer protection laws.

To claim a refund or replacement for faulty goods, you must provide proof of purchase (such as order number, receipt) together with photos or videos showing the defect or damage.

3.3 Return Process & Shipping Costs

We provide two official return methods for global users: Global Local Return (our priority recommended service) and Return to Base, with clear operation guidelines and cost rules for each method to meet the diverse return needs of users in different regions.

3.3.1 Global Local Return

Our Global Local Return service covers all countries and the core major cities of the vast majority of regions worldwide, not limited to the locations of our overseas warehouses. This service is designed to eliminate complex cross-border return procedures for global users and significantly shorten the return cycle:

· After initiating a return, our customer support team will assign you the nearest local return hub in your country/region (core major cities are fully covered) and provide detailed local return guidelines, including hub address, return submission process, and required documents.
· You only need to send the returned item to the designated local return hub via local courier services, without the need for international shipping and cross-border customs clearance, which greatly reduces return time and operational complexity.
· The returned items will be sorted and processed at the local return hub, and the subsequent refund/exchange review will be initiated immediately, accelerating the overall settlement efficiency of the return application.
· This service is applicable to more than 90% of our products, and the specific eligibility of your order will be confirmed by our customer support team after you initiate the return application.

3.3.2 Return to Base

Return to Base is our standard supplementary return method, applicable to individual remote areas that are not yet covered by the Global Local Return service (non-core cities of individual regions):

· "Return to Base" means the returned item needs to be shipped to our designated centralized return warehouse (based on China's core warehouses). Our customer support team will provide the exclusive official return address, standardized international shipping documents, and customs clearance guidelines to ensure compliance with international shipping regulations.
· We recommend that you use a trackable international courier service for the return, and keep the complete shipping tracking number and delivery proof for subsequent receipt verification.
· Our team will confirm the receipt of the returned item within 7–10 business days (excluding international shipping and customs clearance time), and initiate the subsequent refund/exchange review process after confirmation.

3.3.3 Universal Return Application & Cost Rules

· Initiate a return: No matter which return method you choose, please first contact our customer support team at [email protected] with your order number, return reason, and related proof materials (photos/videos if applicable). Our team will confirm the applicable return method for you, issue a unique Return Authorization (RA) number, and provide exclusive and detailed return operation instructions.
· Non-faulty returns (such as change of mind, incorrect size/color selected by the buyer): The buyer is responsible for all return shipping costs incurred (including local courier fees for Global Local Return, international shipping fees, customs duties, and taxes for Return to Base), and all return shipping costs are non-refundable.
· Warranty-related services (excluding faulty products covered under Section 3.2): The buyer shall bear all return shipping costs corresponding to the selected return method (Global Local Return/Return to Base).
· Faulty/defective/misrepresented products (covered under Section 3.2): We will fully bear all return shipping costs for the eligible returned items, including local courier fees for Global Local Return, and the full amount of international shipping, customs duties, and taxes for Return to Base (reimbursed according to the official valid shipping receipt provided by the buyer, with a reasonable limit based on the product's weight and size).

3.4 Refund Processing

Once we receive and inspect the returned item (typically within 5–7 business days for Global Local Return, 7–10 business days for Return to Base after the item arrives at the designated warehouse), we will process your refund or exchange promptly. Refunds will be issued to the original payment method, and processing times may vary by payment provider (generally 7–14 business days). Promotional credits used on the order will not be reinstated for refunded orders.

4. Miscellaneous

We are not liable for delivery delays or failures caused by incorrect or incomplete delivery information provided by you, or by factors beyond our reasonable control (including force majeure, customs delays, courier errors). It is your responsibility to provide accurate shipping information and to track your order using the provided tracking number (available in your account once the order is dispatched).

This Policy is governed by the laws of Hong Kong, China, without regard to its conflict of law principles. For any questions or concerns regarding delivery, returns, or refunds – including clarification on the coverage of Global Local Return, eligibility verification, and specific operation procedures – please contact our customer support team at [email protected].