Return and Exchange Policy

1. Returns as New or Defective Goods

We will fulfill all obligations under the Consumer Guarantees Act. Goods returned more than 7 days after delivery and/or goods that cannot be resold as new will not be billed or refunded. We do not accept exchanges for items returned after 7 days. Please note that we are not obligated to return items unless they are defective or damaged. Please email our customer service team or contact our after-sales customer service WeChat account (bwsupport01) or email admin@pullmoon.com to arrange your return.

Situations Where Returns/Exchanges Are Not Accepted

  • Used products are not eligible for return or exchange;
  • Products that affect resale are not eligible for return or exchange;
  • Products explicitly stated as non-refundable/exchangeable at the time of purchase;
  • Dry goods are not eligible for return or exchange unless there is a quality issue;
  • Products with a large number of malicious returns are not eligible for return or exchange;
  • Products not sold by our company and without a purchase record are not eligible for return or exchange;
  • Products without quality issues due to customer error are not eligible for return or exchange;
  • Products received more than 7 business days after the logistics receipt date are not eligible for return or exchange for any reason;
  • Products detained or refused entry by customs in overseas countries are not eligible for return or exchange;
  • Rehydrated frozen products are not eligible for return or exchange.


2. Returning Incorrect, Excessive, or Subscribed Orders

For goods exceeding your requirements or incorrectly ordered, we reserve the right to charge a handling fee of up to 20% of the original invoice value if these goods are returned. Before returning any goods, you need our authorization; we are under no obligation to grant any such authorization. Please email our customer service team or contact our after-sales customer service WeChat account (Pullmoon05) to discuss the situation.

3. Regarding Return Shipping Costs

For returns due to product quality issues, please first email our customer service team or contact our after-sales customer service WeChat account (bwsupport01). Our customer service team will review your return request and specific order details. After confirming that the specific request complies with our return/exchange policy, we will bear the corresponding return shipping costs and reimburse you for the prepaid shipping costs to your designated bank card within 10 business days of receiving the returned product. Please keep the paper or electronic receipt/invoice for verification of return shipping costs. For returns not due to product quality issues, you will need to bear all return shipping costs yourself.

Please note that all returns and exchanges must use the designated logistics company as the shipping provider to facilitate better after-sales service for you. Please email our customer service team or contact our after-sales customer service via WeChat (Pullmoon05). Our team will recommend the appropriate shipping method based on your shipping/receiving address.

4. To expedite your product return process, please ensure the following:

  1. You retain the original packaging, including the box or bag.
  2. You accurately describe the problem or damage.
  3. You attach clear photos of the damage.

5. Product Refund Method

Your refund will be issued after we receive your item at the Pullmoon® Returns Center. The refund processing method depends on your original payment method. Credit card refunds will be sent to your issuing bank within 10 business days of receiving the returned package.

 

1.作为新的或有缺陷的货物退回

我们将履行Consumer Guarantees Act规定的所有义务。交货后超过7天退回的商品和/或无法作为新商品转售的商品不能入账或退款。我们不接受7天后退回的物品进行交换。请注意，除非物品有缺陷或损坏，否则我们没有义务退还物品。请发电子邮件给客户服务团队或与我们的售后客服微信号（bwsupport01）联系，安排您的退货。 

【不予退换货物的情况】

  • 产品已使用的，不支持退换货；
  • 影响二次销售的商品，不支持退换货；
  • 购买时明确说明不支持退/换货的商品；
  • 干货类产品，非质量问题，不支持退换货；
  • 有大量恶意退货现象的商品，不支持退换货；
  • 非本公司出售，没有购买记录的商品，不支持退换货；
  • 因客人自身操作原因，货物本身不存在质量问题的，不支持退换货；
  • 物流签收日起超出7个工作日，无论出现任何原因，皆不支持退换货；
  • 因产品清关被海外国家海关扣留或拒绝入境等原因，不支持退换货；
  • 已泡发的速冻产品，不支持退换货。 

2.退回错误的、过量的或订阅的订单

对于超出您的要求或错误订购的货物，我们保留收取最高为原始发票价值20%的手续费的权利，如果这些货物被退回。在退回任何货物之前，需要得到我们的授权，我们没有义务给予任何此类授权。请发电子邮件给客户服务团队或与我们的售后客服微信号（Pullmoon05）联系，讨论情况。  

3.关于退换货的运费

  • 对于产品质量问题引起的退换货，请先发电子邮件给客户服务团队或与我们的售后客服微信号（Pullmoon05）联系。我们的客户服务团队将审查您的退换货需求及具体订单情况，并在确认该具体需求符合我们的退/换货政策后，我们将承担相应的退换货运费，并在收到退换货产品之后的10个工作日内，将您垫付的运费打款至您指定的收款银行卡，请保留运费纸质或电子收据/发票用于退换货费用的核实；
  • 非产品质量问题引起的退换货，您需要自行承担退换货所有运费；
  • 请注意所有退换货都需要使用指定的物流公司作为运输方，方便我们更好地为您进行后续服务。请发电子邮件给客户服务团队或与我们的售后客服微信号（bwsupport01）联系，客服团队将根据您的收/发货地址推荐相应的物流方式。 

4.为了快速处理您的产品退货，请确保以下几点:

  1. 您保留原包装，包括包装盒或挎包
  2. 您准确描述了问题或损坏的情况
  3. 您附上损坏情况的清晰照片

5.产品退款方法

您的退款将在我们在Pullmoon普惠一品®退货中心收到您的物品后发出。处理退款的方式取决于您的原始付款方式。信用卡退款将在收到退货包裹后的10个工作日内发送至发卡银行。