Return & Refund Policy

Effective Date: September 23, 2026

This Return & Refund Policy applies to π˜—π˜Άπ˜²π˜Έπ˜­π˜΄π˜΅π˜¦π˜―β„’ products purchased through https://puqwlsten.com, including phone cases, phone stands, phone grips, phone lanyards, phone wrist straps, and other phone accessories.

We encourage every customer to carefully confirm the product style, color, phone model, and compatibility before purchasing. If there is a problem with an item you receive or you wish to request a return, please contact us according to this policy.

Company & Brand Information

Brand Name: π˜—π˜Άπ˜²π˜Έπ˜­π˜΄π˜΅π˜¦π˜―β„’
Website: https://puqwlsten.com
Legal Company Name: Hangzhou Shangge E-Commerce Co., Ltd.
Owner: Cheng Shuanglong
Operator: Hangzhou Shangge E-Commerce Co., Ltd.
Business Address: Room 428, Building 1, No. 9 Jiaqi Road, Xianlin Subdistrict, Yuhang District, Hangzhou City, Zhejiang Province
Customer Support Email: service@puqwlsten.com
Telephone: +86 157 9493 3595
Customer Support Hours: Monday to Friday, 9:00 a.m.–6:00 p.m. Beijing Time (UTC+8)

π˜—π˜Άπ˜²π˜Έπ˜­π˜΄π˜΅π˜¦π˜―β„’ is owned and operated by Hangzhou Shangge E-Commerce Co., Ltd.

Return Window

Unless otherwise stated in this policy, you may contact us to request a return within 30 calendar days from the date tracking shows that the product was delivered.

The return request must be submitted within this period. Requests submitted after the return window may not be accepted unless applicable law requires otherwise or the product has a quality issue that must be addressed by law.

Submitting a request does not mean that the return has automatically been approved. We must first verify the order, reason for return, and condition of the product before providing further instructions.

Return Conditions

For returns requested because of a change of mind, an incorrectly selected color or phone model, or another reason unrelated to a product defect, the product will generally need to:

  • Be unused, unworn, and uninstalled

  • Show no wear, scratches, stains, or customer-caused damage

  • Remain in the complete condition in which it was received

  • Include its original packaging, labels, instructions, and included accessories

  • Remain suitable for resale

  • Be accompanied by a valid order number or proof of purchase

  • Be submitted for return within the applicable return window

  • Be sent back according to the instructions provided by our customer support team

Before requesting a return for a phone lanyard, wrist strap, stand, or grip, please do not subject it to extended use, pulling, cutting, alteration, or attachment.

Products showing visible adhesive marks, scratches, deformation, or signs of use after installation may not qualify for a non-defective return.

Incorrect Phone Model or Style Selection

Phone cases generally fit only the specified phone model. Standard, Plus, Pro, and Pro Max versions within the same phone series usually have different dimensions and are not interchangeable.

A return will be treated as a non-defective return if the customer selected the wrong:

  • Phone model

  • Product size

  • Product color

  • Pattern or style

  • Magnetic compatibility option

  • Lanyard or connector type

If the product otherwise qualifies for return, the customer will generally be responsible for return shipping. The original shipping charge is normally non-refundable unless otherwise required by applicable law.

Products That Do Not Qualify for Return

Unless otherwise required by applicable law, the following products may not qualify for return:

  • Products outside the return window

  • Products that have been visibly used, worn, or installed

  • Products showing scratches, stains, odors, wear, or customer-caused damage

  • Products that have been cut, attached, disassembled, modified, or repaired

  • Products missing major components, original packaging, or included accessories

  • Products damaged through incorrect installation or improper use

  • Products returned without prior confirmation from our customer support team

  • Products without an identifiable order or purchase record

  • Products clearly marked as final sale where applicable law permits them to be non-returnable

  • Products that cannot lawfully be returned for safety, hygiene, or personalization reasons

  • Products not purchased through our website

Nothing in this section limits any mandatory rights granted to customers under applicable consumer protection laws.

Final-Sale Products

If a product is final sale or otherwise non-returnable, we will make reasonable efforts to disclose this on the product page or before checkout.

A final-sale product generally cannot be returned because of a change of mind or an incorrectly selected phone model, color, or style. However, if the product arrives damaged, defective, incomplete, or incorrect, we will review the matter according to the circumstances and applicable law.

How to Request a Return

Before returning a product, please email:

service@puqwlsten.com

Please include:

  • Your order number

  • The name and email address used to place the order

  • The name of the product you wish to return

  • The phone model, color, and style selected

  • The reason for the return

  • The product’s current condition

  • Photographs of the product and packaging where necessary

  • Your preferred resolution

After receiving your request, we will review the order and return eligibility and provide further instructions.

Do not send the product back before receiving return instructions.

Return Address

Do not send returns directly to our business address.

Our business address may not be the designated returns-processing warehouse. The correct return address may vary depending on the order’s delivery destination, product type, and processing arrangements.

After approving a return, our customer support team will provide the return address and instructions applicable to that order.

A parcel returned without authorization or sent to an incorrect address may:

  • Be impossible to identify correctly

  • Be refused upon delivery

  • Be returned to the sender

  • Experience processing delays

  • Incur additional charges

The sender may be responsible for resulting losses or costs unless applicable law provides otherwise.

Return Packaging

When returning a product, please:

  • Use packaging that protects the product

  • Return the product with its original packaging and included accessories

  • Avoid attaching the shipping label directly to the product packaging

  • Retain the return tracking number and shipping receipt

  • Use a trackable shipping service

  • Include the order information in the parcel as instructed

Damage caused by inadequate return packaging may affect refund eligibility or the refund amount.

Please retain the tracking information until we confirm that the return has been completed.

Return Shipping Costs

Change of Mind or Incorrect Selection

The customer will generally be responsible for return shipping when the reason for return includes:

  • A change of mind

  • Selection of the wrong phone model

  • Selection of the wrong color or style

  • A duplicate purchase

  • No longer needing the product

  • Another reason unrelated to a product problem

The original shipping charge is generally non-refundable unless applicable law requires otherwise.

Damaged, Missing, or Incorrect Products

If we verify that a product arrived damaged or defective, was missing, or did not match the order, we will provide a reasonable resolution based on the circumstances.

Following our confirmation, we may cover the relevant return cost or provide a prepaid return label, shipping reimbursement, replacement, or refund option.

Do not independently select an expensive, expedited, or additional shipping service before receiving confirmation. Extra costs incurred without prior approval may not be reimbursed.

Damaged or Defective Products

Please inspect your products promptly after delivery.

Contact us as soon as possible if:

  • The product was damaged during transit

  • The product has an apparent manufacturing defect

  • A product is missing

  • Included accessories are missing

  • The product does not match the order

  • The wrong phone model or color was sent

  • The product cannot function as described

To help us verify the issue, please provide:

  • Your order number

  • The product name

  • A description of the problem

  • A photograph of the entire product

  • Clear photographs or videos showing the problem

  • Photographs of the packaging and shipping label

We recommend contacting us promptly after discovering a problem. A delayed report may make verification more difficult, but it will not limit any mandatory rights granted to you by applicable law.

Please retain the product, packaging, labels, and all accessories until the matter is resolved.

Minor Variations

The following do not necessarily constitute product defects:

  • Minor color variations caused by screen settings

  • Color differences caused by photography lighting

  • Reasonable measurement variations

  • Minor differences between production batches

  • Minor dents in packaging that do not affect the product

  • Material, texture, or handmade decorative variations disclosed on the product page

We will determine return or refund eligibility based on the product page, actual circumstances, and applicable law.

Product Does Not Fit the Phone

If the product label matches the phone model selected in your order but the product cannot be installed correctly, do not force, bend, stretch, or modify it.

Please provide:

  • Your order number

  • The complete phone model

  • The phone’s settings or device information

  • The label on the product packaging

  • Comparison photographs of the product and phone

  • A description of the problem

We will help determine whether the wrong model was selected, the wrong product was sent, or there is a compatibility or manufacturing issue.

Exchanges

If you wish to exchange a product for another phone model, color, or style, please first contact us to confirm that the original product qualifies for return and that the replacement is available.

To receive the preferred product more quickly, we may recommend that you:

  1. Return the original product according to the return process

  2. Place a new order for the correct product after the return has been approved

If we offer a direct exchange, the replacement will generally be arranged after the original product has been received and inspected unless our customer support team advises otherwise.

Any price difference, shipping charge, or tax will be handled according to the reason for the exchange and the circumstances of the order.

Order Cancellations

To cancel an order, please contact service@puqwlsten.com as soon as possible.

We will make reasonable efforts to process the cancellation before the order enters packaging or shipping, but we cannot guarantee that every order can be cancelled.

Once an order has been packaged, assigned a shipping label, or transferred to the carrier, it generally cannot be cancelled. You may need to wait for delivery and then request a return under this policy.

Refused Deliveries

Do not refuse a parcel as a substitute for submitting a formal return request.

Refusing a parcel without prior confirmation may result in:

  • The parcel becoming difficult to track

  • A longer return process

  • Return shipping or processing charges

  • Disposal of the parcel by customs authorities or the carrier

  • Difficulty confirming the condition of the returned product

If a refused parcel is successfully returned, we will inspect it and process any refund according to the product’s condition and the costs actually incurred.

Unclaimed or Undeliverable Parcels

If a parcel is returned because:

  • The address was incorrect or incomplete

  • The recipient could not be contacted

  • Multiple delivery attempts were unsuccessful

  • The customer failed to collect it on time

  • The customer did not complete required import procedures

  • The customer refused to pay applicable duties or charges

We will review the matter after receiving and inspecting the returned parcel.

The customer may need to pay a new shipping charge for redelivery. The original shipping charge, return shipping cost, non-refundable tax, or logistics fees may be deducted from the refund.

Return Inspection

After receiving a return, we will inspect:

  • Whether the product matches the approved return request

  • Whether it was sent within the return window

  • Whether it shows signs of use or installation

  • Whether the packaging and accessories are complete

  • Whether it has been damaged by the customer

  • Whether the stated reason for return matches the product’s actual condition

If the return qualifies, we will approve the applicable refund.

If the product does not satisfy the return conditions, we may:

  • Decline the refund

  • Deduct a reasonable amount for the reduction in the product’s value

  • Contact the customer to offer another resolution

  • Return the product to the customer at the customer’s expense

Any deduction or refusal will be subject to what is permitted by applicable law.

Refund Method

Approved refunds will generally be issued to the original payment method.

To protect transaction security, we generally cannot send a refund to another card, bank account, digital wallet, or third-party account unrelated to the original order.

If the original payment method can no longer receive a refund, we will contact you according to the payment service provider’s rules and the available options.

Refund Amount

The refund amount will be determined according to the reason for return, product condition, and applicable law.

An eligible refund may include:

  • The product amount actually paid

  • Taxes that must legally be refunded

  • Reasonable costs that we have confirmed are our responsibility

A refund may not include:

  • The original shipping charge for a change-of-mind return

  • Expedited shipping surcharges selected by the customer

  • Unapproved return expenses

  • Non-refundable customs duties or clearance charges

  • Return shipping costs resulting from the customer’s actions

  • Any reduction in product value that may lawfully be deducted

Refunds for Discounted Orders

If an order used a promotional code, order-level discount, or bundle offer, the refund will be calculated according to the amount actually paid and the applicable promotion rules.

If the remaining products no longer satisfy the promotional conditions after a return, the refund amount may be recalculated according to the relevant offer terms.

A discount that has already been used will generally not be refunded in cash and is not guaranteed to be restored or made available for reuse.

Gifts and Bundled Products

If a product was purchased as part of a set, bundle promotion, or gift offer, you may need to return the entire set or any related promotional gift.

If a product or gift from the set is missing, we may adjust the refund amount to the extent permitted by applicable law.

Refund Processing Time

After receiving and inspecting your return, we will notify you of the review result by email.

If approved, we will generally initiate the refund to the original payment method within 10 business days.

After the refund has been initiated, your bank, card issuer, or payment service provider may require additional time to credit the amount to your account. This timing is determined by the relevant financial institution and is outside our control.

If more than 10 business days have passed since your refund was approved and you have not received it, please contact your bank or payment service provider first. If the issue continues, contact service@puqwlsten.com.

Duplicate Refunds and Payment Disputes

If you have already filed a chargeback or payment dispute with your bank or payment service provider, please disclose this when contacting us.

The same transaction generally cannot receive duplicate compensation through both a merchant refund and a payment dispute.

We may provide order, delivery, return, and communication records when required by the payment service provider.

If you have a concern about an order, we recommend contacting us first so that we can attempt to resolve it through our ordinary after-sales process.

Refund Not Received

If you have received a refund confirmation but cannot see the funds, please:

  1. Check the original payment method

  2. Review your bank or payment account records

  3. Contact your card issuer

  4. Contact your payment service provider

  5. Check whether the transaction appears as a pending or reversed payment authorization

  6. Send your order number and refund confirmation information to us

Do not send your complete card number, card security code, account password, or one-time verification code by email.

Statutory Consumer Rights

This policy explains our standard return and refund procedures. It does not limit any mandatory rights available to you under the applicable consumer protection laws of your country or region.

If applicable law provides a longer cancellation period, statutory product guarantee, refund right, or other consumer protection, the relevant mandatory provision will take precedence.

Policy Updates

We may update this policy because of changes to our business processes, product range, logistics arrangements, or legal requirements.

The updated policy will be published on this page with a revised effective date. Unless applicable law provides otherwise, an order will generally be handled according to the policy in effect at the time of purchase and any applicable mandatory law.

Contact Us

To request a return, report a product problem, or ask about the status of a refund, please contact:

Brand Name: π˜—π˜Άπ˜²π˜Έπ˜­π˜΄π˜΅π˜¦π˜―β„’
Operator: Hangzhou Shangge E-Commerce Co., Ltd.
Customer Support Email: service@puqwlsten.com
Telephone: +86 157 9493 3595
Customer Support Hours: Monday to Friday, 9:00 a.m.–6:00 p.m. Beijing Time (UTC+8)
Website: https://puqwlsten.com

When contacting us, please provide your order number, the email address used to place the order, the product name, and a description of the issue.

Messages received outside our customer support hours will be reviewed in the order received during the next available support period.