Returns & Refunds Policy

1.Return Eligibility

Most unopened items in original packaging can be returned within 30 days of delivery for a full refund. We do not charge restocking fees for standard returns.

2.How to Submit a Return

Four steps from email to refund. Most returns are processed within 5 business days of receiving the item back at our warehouse.

3.Refund Methods & Timing

We refund to your original payment method by default. Other options are available on request:

You can also choose store credit at the time of return for instant refund (no waiting for bank processing). Store credit does not expire and can be used on any order.

4.Damaged, Defective, or Wrong Items

If your item arrives damaged, defective, or is not what you ordered, we cover all return shipping and offer a free replacement, refund, or store credit. This is covered by our Warranty Policy in addition to this Returns Policy.

4.1 Shipping Damage

Report shipping damage within 7 days of delivery. Email chao@cnchome-beyond.com with:

• Your order number
• Photos of the damaged item and the outer packaging
• Photo of the shipping label (so we can file a carrier claim)

4.2 Defective on Arrival

Email us within 30 days of delivery with photos or a short video showing the defect. We will diagnose the issue and offer a replacement, refund, or repair at our discretion.

4.3 Wrong Item

If you receive a different item than what you ordered, we ship the correct item at no cost and email a prepaid label for returning the wrong one. No need to wait for the wrong item to come back before we ship the correct one.

5.Exchanges

For unopened items, we offer free exchange for a different grade, size, or SKU of equal value within 30 days. For items of different value, we refund the difference or invoice the difference before shipping the new item.

To request an exchange, email chao@cnchome-beyond.com with the order number, the item to exchange, and the desired replacement. We confirm stock availability and email a return label.

Use our Insert Grade Cross-Reference tool to find the right replacement grade if you are unsure which one to choose.

6.Return Shipping Costs

Return shipping costs are covered as follows:

7.EU Consumer Right of Withdrawal

If you are a consumer located in the European Union, you have a 14-day right of withdrawal from the date of delivery, per the EU Consumer Rights Directive. This is in addition to our 30-day return policy.

7.1 How to Exercise

Email chao@cnchome-beyond.com with clear notice of your decision to withdraw within 14 days of delivery. You may use the model withdrawal form available on the EU ODR platform.

7.2 Effect of Withdrawal

We will reimburse all payments received from you, including standard delivery costs, within 14 days of receiving your notice of withdrawal. We may withhold reimbursement until we have received the returned goods. You must return the goods within 14 days of notifying us.

7.3 Exceptions

The right of withdrawal does not apply to sealed goods which were unsealed after delivery (e.g., opened packaging of consumable inserts), goods made to your specifications, or B2B purchases with a VAT number.

For full details, see Section 7 of our Terms of Service.

8.B2B Returns

If you are purchasing on behalf of a business entity with a VAT number or business license, the following applies in addition to the above:

• Standard 30-day return policy applies for unopened items
• The 14-day EU consumer withdrawal right does not apply
• For defective or wrong items, the Warranty Policy takes precedence over this returns policy
• Refunds are typically issued as store credit for B2B accounts to streamline accounting (refund-to-card available on request)
• Custom or special-order items are not eligible for change-of-mind returns
• Bulk orders (50+ pieces) may be subject to a 10% restocking fee for change-of-mind returns

9.Contact for Returns

For defective or damaged items, please see our Warranty Policy for the streamlined claim process.

Frequently Asked Questions

Eight quick answers to the most common returns questions. Click any question to expand.

Related Policies & Resources

Returns work together with our other policies. Pick the closest match to save a back-and-forth email.