RETURNS & REFUND TERMS & CONDITIONS



1. Returns Terms & Conditions

All the products sold on LIFEMALL are 100% authentic and purchased through brand’s official channels. In the event that you receive a product with a quality problem covered by international “Three Guarantees”, you can apply for the return within 7 days of receiving your order. All the products to be returned must be identified with an RMA (Return Material Authorization) number. Products not identifiable with the RMA number will be returned to the sender or be refused for refunding.

1.1 Special Statement for Returns

For all the products sold on our website/mobile application, LIFEMALL is obligated to perform warranty, return of goods according to the Protection of Consumers' Rights and Interests of the current country of the consumer. Detailed conditions are as the following:

(1)The product to be returned must not be washed, used, damaged, contaminated and modified. The package shall remain the original brand selling package and shipping box package. The original invoice, instruction manual/booklet, warrants, brand/price tags and accessories/gifts received must be included in your return shipment.
Do not remove the Electronic article surveillance (EAS) label and anti-fake label if attached. If the labels mentioned are removed, we will not be able to accept your Return and Refund request.
“Flash Buy”, “Lucky Star” and special offer products, as well as underwear, medicines, collectables, jewelries, watches, glasses with jewelry, and products with special labels of non-unconditional returns are not considered ordinary products. Therefore they are not subject to the 7-day unconditional return. Unless there is a quality problem.

(2)For customized products, unless the products are damaged or wrong, we do not provide Returns service for other reasons.
For Returns of customized products, please refer to our Customization Terms & Conditions.

(3) All the products in the Beauty category cannot be returned unconditionally within 7 days. You can request for Returns within 7 days after the receiving only in case of quality problem.

(4)All the pictures and descriptions of the products on LIFEMALL website/mobile application are for reference only. As such, there might be discrepancies with the received products, particularly with regards to colors due to factors such as shooting lightings or different display devices. Such discrepancies cannot be deemed to be a quality problem.

(5)If you provide false information in relation to a product to be returned, or you attempt to return the product with counterfeit goods, LIFEMALL will not accept the return of such product and will be entitled to pursue legal remedies.

(6)Any Return requests shall be submitted within 7 days after the receiving of your order.
In case the request is submitted beyond the 7 days limit, LIFEMALL reserves the right to reject your request of Return. If accepted, the request will be implemented according to LIFEMALL Returns Terms & Conditions.

(7)Returns are governed exclusively by LIFEMALL Returns Terms & Conditions.
LIFEMALL does not accept Returns permitted by laws other than the Returns Terms & Conditions on this website/mobile application.


1.2 Order Cancellation

If you want to cancel your order before the product is dispatched, you need to click on “ACCOUNT”, then “ORDERS”, and then “CANCEL” to cancel the entire order. Or click on “ACCOUNT”, then “ORDERS”, and then “VIEW” and “CANCEL” to cancel the specific/individual product order. You will receive an email confirmation of the refund.
However, please note that products already dispatched or received cannot be cancelled.
In the case of Cancellation, LIFEMALL will charge you with a cross-border bank transaction fee, equal to the three per cent (3%) of the total purchasing price.


1.3 7-day Unconditional Returns

According to the Protection of Consumers' Rights and Interests of the consumer, with specific reference to ordinary products, you can submit your online request for Returns within 7 days after the receiving of your order.
Please note that “Flash Buy”, “Lucky Star”, special offers and discounted products, as well as underwear, customized products, medicines, collectables, jewelries, watches, glasses with jewelry, and products with labels of unavailable-for-unconditional returns are not considered ordinary products and therefore are not subject to the 7-day unconditional returns.
In the case of Cancellation, LIFEMALL will charge you with a cross-border bank transaction fee, equal to the three per cent (3%) of the total purchasing price.
If the return is caused by the fact that you made a mistake or there was a misunderstanding on the size, usage or color of the purchased product, you shall bear the 2-way logistics fee, insurance fee, the paid duties on imported products, the imported duties charged by the destination country and a service fee equal to 10% of product price net of the relevant tax (only for customized products).
If the return is due to your rejection to pay the imported duties, your ordered products will be returned directly to its purchasing place. You shall bear the 2-way logistics fee, insurance fee, imported duties charged by the destination country, and a service fee equal to 10% of the product price net of the relevant tax (only for customized products).


1.4 7-day Conditional Returns

You can request for Returns within 7 days after the product is received in case there is a quality problem, inconsistency between the size, quantity, specifications, color, material and the order information.
Please keep and provide us with the original product’s shipment bill and LIFEMALL’s invoice in order to be eligible for Returns.
LIFEMALL will refund you the full purchasing price, the logistics fee, the insurance fee, and the service fee equal to 10% of the product’s price without tax (only for customized products) as well as bear the logistics fee, insurance fee, the imported duties charged by the destination country and the paid duties on imported products.
If the return is due to your rejection to pay the imported duties, your ordered products will be returned directly to its purchasing place. You shall bear the 2-way logistics fee, insurance fee, imported duties charged by the destination country, and a service fee equal to 10% of the product price net of the relevant tax (only for customized products).


1.5 Procedures for Returns

(1)If you log in “ACCOUNT”, under the “ORDER”, and then under “VIEW” section you will find the product(s) you purchased and wish to return.

(2)Click on “RETURN”, then indicate the reasons of your return request. Please specify the product defect and other details if needed. You will be required to upload original bill and product pictures, particularly related to the product defect or other details you have specified earlier, as well as the pictures of the gift or accessory which you have received together with such product(s). If the return is due to your rejection to pay the imported duties, your ordered products will be returned directly to its purchasing place. You shall bear the 2-way logistics fee, insurance fee, imported duties charged by the destination country, and a service fee equal to 10% of the product price net of the relevant tax (only for customized products).

(3)Click on “CONTINUE” to submit your request.

(4)In case your request for the Returns is approved, you will receive a confirmation email from LIFEMALL indicating your RMA (Return Material Authorization) number, the relevant information for returns including return-related costs or refund amount, receiving address and the recipient of the returned products. LIFEMALL will prepare the relevant logistic bill of the Returns for you. After you confirm the accuracy of the bill, you will receive an email from LIFEMALL. You shall print out the bill, prepare the shipping order and the signed confirmation of the Returns and give them to the logistics company staff together with the package when the person comes to pick up the products. Please also prepare your personal ID for the return or customs clearance. You shall not seal your package until the logistics company staff has checked it.
Please follow our instructions to contact the LIFEMALL designated logistics company to pick-up the returned products at your desired address and convenient time.
In case your request for Returns is rejected, you will receive an email indicating the reasons for such rejection.

(5)Any products to be returned shall remain in the original selling package and unused with all its brand/price tags, invoice, delivery bill or sales order (provided by the brand when the original goods are signed and received). Please also include the accessories/gifts if there are any included in the order you received.

(6)In case you use a logistics company which is not approved or authorized by LIFEMALL to return your product(s), LIFEMALL will not bear any liability in connection with any losses or damages incurred during the transportation of the product(s) performed by such logistic company.
We strongly recommend you purchase shipment insurance for products to be returned, due to the fact that LIFEMALL will not bear any liability in connection with any loss or damages incurred during the return transportation of the product to the brand supplier. You will be liable for the loss or damages.

(7)In case the brand supplier confirms that the returned product(s) meets the requirements for the return, you will receive the refund within 14 working days. In case the returned product does not meet the requirements for the Returns and the Returns is refused by the brand supplier, such product(s) will be returned to you and all the related logistics fees, insurance fees, imported duties and service fees (only for customized products) will be borne according to LIFEMALL Returns Terms & Conditions.

(8)When the value of your returned product(s) exceeds RMB 5,000, you need to contact our customer service to assist you with the Returns (or customs clearance). Please do not arrange the Returns on your own to avoid delay in the return period (within 7 days of receiving your order).

(9)If the items you need to return are from different brands, you must apply for the RMA (Return Material Authorization) number for each item.

(10)Our pick-up service is limited to the country and region where the original shipping address is located. If you need to return from another country or region, you may have to pay an additional tariff.

2. Refund Terms & Conditions

After the relevant brand confirms the receipt of your returned product, your refund will be remitted on the credit/debit card through which the relevant payment has been made. You can find out the Returns status by tracking the number on the return shipping order.

Depending on the reason for your Returns and the different operating mechanisms of each bank, refunds may take up to 14 working days after the brand receives your returned product(s).

Cash refund is not available under any circumstances.