General Rules

This return & exchange policy applies to all premium cowhide cooling mat orders purchased on our official website. We support returns, exchanges, and refunds for eligible orders, ensuring every customer receives reliable after-sales protection.

Valid Application Period: All return or exchange applications must be submitted within 30 calendar days from the date you receive the package.

Eligible for Return & Exchange

Orders that meet the following conditions can apply for free return, exchange or replacement:

• Products received with manufacturing defects, quality problems or incomplete accessories.
• Products damaged during transportation, including surface scratches, cracks, or package crushing.
• Wrong items or incorrect sizes delivered by our staff error.

For eligible after-sales cases, we will bear the return shipping cost and provide full refund, free replacement or exchange service.

Non-Returnable & Non-Exchangeable Situations

The following conditions are not covered by free return and exchange services, in line with international e-commerce rules:

• Applications exceeding the 30-day after-sales valid period.
• Product damage, deformation, mildew or peeling caused by improper manual use, water soaking, sun exposure, chemical corrosion, hard folding or heavy compression.
• Artificial scratches, stains, and man-made damage after normal use.
• Products with removed tags, damaged dust-proof packaging, or incomplete accessories.
• Custom-sized products (customized orders are non-refundable and non-exchangeable).

Return & Exchange Process

• Step 1: Contact Support — Send your order number, problem description, and valid product photos/videos to our official support email.
• Step 2: Official Verification — Our customer service team will review your application within 24 working hours and reply with processing suggestions.
• Step 3: Return Shipment — If return is confirmed, we will provide the official return address. Please send back the product with complete packaging.
• Step 4: Refund/Replacement — After we receive and inspect the returned item, we will arrange full refund or free replacement within 3-5 working days.

Refund Rules

All refunds will be returned via your original payment channel. The arrival time depends on your payment platform and bank processing efficiency, usually within 7–15 working days.

For returns caused by buyer's personal reasons (no quality problem), the return shipping fee and customs fee shall be borne by the buyer, and the corresponding freight cost will be deducted from the refund amount.

Final Statement

We reserve the right to update this return and exchange policy at any time. All after-sales services are subject to the latest published rules. If you have any questions about returns, exchanges or refunds, please feel free to contact our customer support team.

Last Updated: 2026 | Professional After-Sales Service for Genuine Sichuan Cowhide Cooling Mats