Refund and Returns Policy

At our company, we maintain strict quality control and hygiene standards for all paper products. Given that paper tissue products are classified as personal care items, our return policy must adhere to relevant hygiene regulations. Please read the following terms carefully:

1. Return Eligibility
   To safeguard the health and safety of all our customers, we accept return requests only under the following conditions:

Unopened Items: Products must remain in their original condition—specifically, within their unopened plastic packaging or original factory-sealed cartons.

Time Limit: Return requests must be initiated within 14 days of the item’s delivery date.

Proof of Purchase: All return transactions require the submission of a valid purchase receipt or order number.

Note: We cannot accept returns for any paper tissue products where the primary packaging has been opened, torn, or shows signs of tampering—regardless of whether the contents inside have been used.

2. Damaged or Defective Items
   If you receive items that have been damaged during transit or contain manufacturing defects (e.g., moisture damage, severe discoloration, or structural tears), please follow these steps:

Take clear photographs as evidence, capturing both the condition of the outer shipping carton and the damage to the product itself.

Please contact our customer service team within 48 hours of the item’s delivery.

We will provide you with a prepaid return shipping label to send back the defective items; subsequently, we will process a full refund or arrange for a free replacement.

3. Returns for Non-Quality Reasons (“Change of Mind” Returns)
   If you wish to return unopened items for reasons other than product damage (e.g., you ordered the wrong size or quantity):

The return shipping costs must be borne by the customer.

The original shipping fees paid at the time of purchase are non-refundable.

For bulk orders (full-case purchases), we may charge a 10% “restocking fee” to cover associated labor and quality inspection costs.

4. Refund Process
   Once our warehouse team has received and inspected your returned items, we will send you an email notification informing you whether your refund request has been approved. Refund Approved: The refund amount will be credited back to your original payment account within 5 to 10 business days; the actual time it takes for the funds to appear depends on the processing speed of your financial institution.

Partial Refunds: In specific circumstances (for example, when only certain items within a bundled set are returned and remain in a resalable condition), we may, at our discretion, issue a partial refund.