Q: What is the return policy?

At FarerFlame, we strive to provide our customers with a memorable shopping experience. Our team is dedicated to designing and producing the best products for you. However, we understand that sometimes we may not meet your expectations, so we offer returns and refunds to ensure your satisfaction.

Please note:

• Due to platform limitations, direct product exchanges are not possible, and we cannot initiate product shipments.
• If your product is not delivered due to shipment cancellation, it can be replaced after consulting with an agent.
• You have the right to return goods within 14 days from the date of receipt.

Important:

• Returns and refunds are not accepted after 14 days.
• Do not request returns or refunds via Facebook chats or Instagram messages; always email us to initiate returns/refunds.

You can return defective products or orders if:

• The product is defective.
• The product received is completely different from the one ordered.

In these cases, you are entitled to a replacement (subject to availability). If the product is not available, you will receive a full refund.

Q: What are the conditions for requesting a change or return?

• Within 14 days: We will refund or replace the product after receiving the tracking number.
• After 14 days: Refund requests will not be processed.
• Items damaged due to human or deliberate damage will not be accepted for return.
• Refunds may take 3 to 10 business days to appear in your account after we send a refund confirmation.
• FarerFlame is not responsible for return shipping charges or returns lost or stolen during shipping.

Q: How can I return a product?

1. Contact us by email at service@mexhom.com or send a message to +86 13005547278.
2. Provide your order number and a brief explanation of the reason for the return. You will only have to pay the shipping fee once (including the return); no replacement fee will be charged.
3. Once your return is approved, you will receive an email within 24 to 48 hours.
4. Send your package to the shipping address provided in the email.
5. Use a traceable and insurable shipping method to return your package, with your order number clearly printed on the shipping label.
6. We will notify you by email once we receive your return.
7. After your return has been processed and confirmed, please allow 3 to 10 days for the refund to be executed into your account.

Customers will only be charged a maximum of one shipping fee (including returns); no replacement fee will be charged for returns.