Return and exchange policy
Finerlifes (hereinafter referred to as “we”, “us”, or “our”) operates exclusively as an online store. This Returns and Exchanges Policy explains the applicable time limits, conditions, procedures, and responsibilities related to return and exchange requests, so you can clearly understand how such requests are handled.
1. Return and Exchange Validity Period
Return and exchange requests may be submitted within 30 days from the date the product is successfully delivered and received. Requests submitted after this period may not be eligible for processing.
2. Conditions for Returns and Exchanges
Return or exchange requests may be accepted under the following circumstances:
- The product has visible appearance defects or damage.
- The product has quality-related defects or functional issues affecting normal use.
- The product has an unusual odor, significant color difference, or other abnormal conditions.
- The received item does not match the order details (wrong item or missing item).
- A return or exchange is requested without a specific reason, provided the product remains unused, in good condition, and suitable for resale.
3. Return Procedure
The return process generally includes the following steps:
- Contact us via email or customer service phone to submit a return request, and provide your order number, payment confirmation (if applicable), reason for return, and any relevant photos or videos as supporting evidence.
- Our customer service team will review your request as soon as possible. If approved, you will be notified and provided with the designated return address and return instructions.
- Please return the product to the specified address using proper packaging, and retain the shipping receipt and tracking information for reference.
- After the returned product is received and inspected, if it meets the reported condition and eligibility requirements, an eligible refund will be arranged accordingly.
4. Exchange Procedure
The exchange process generally includes the following steps:
- Contact us via email or customer service phone to submit an exchange request, and provide your order number, payment confirmation (if applicable), reason for exchange, and any relevant photos or videos as supporting evidence.
- Our customer service team will review your request. If approved, you will receive the designated return address and exchange instructions.
- Please return the product to the specified address using proper packaging and wait for confirmation that we have received the returned item.
- After inspection confirms eligibility, a replacement product will be shipped to your address within 1–3 business days.
5. Refund Handling
Refunds are issued to the original payment method used for the purchase, including Visa and MasterCard. Depending on the processing efficiency of the card issuer, refunds are typically credited within 1–5 business days. If a refund is delayed beyond this timeframe, please contact us for assistance.
6. Cost Responsibility
Responsibility for return shipping costs is determined as follows:
- If the return or exchange is due to appearance defects, quality issues, unusual odors, significant color differences, or receiving an incorrect item, the related return shipping costs will be covered by us.
- If the return or exchange is requested without a specific reason (change of mind), the related shipping costs will be the responsibility of the customer.
7. Responsibility Statement
Returned products must be consistent with the condition described in the return or exchange request. We reserve the right to decline requests if the returned item does not match the reported issue, is improperly handled, is damaged due to misuse or personal handling, or if required information is incomplete.
8. Return Label Information
A return label may be included inside the package for certain orders. If a return label is provided, please attach it securely to the return parcel to facilitate accurate identification and efficient processing.
9. Contact Us
If you have any questions about this Returns and Exchanges Policy or need assistance with a request, please contact us using the details below:
Contact address: 6430 West English Meadows Drive, Unit G203, Greenfield, WI 53220, United States
Customer service phone: +1 (516) 993-4893
Customer service email: hello@finerlifes.com
Online hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (CT)