Return & Exchange
1. Basic Conditions for Returns & Exchanges
1）Time Requirement: Within 7 days from the date of order receipt.
2）Product Condition: The product must be in brand new condition. Specifically, this includes:
3）All labels intact and undamaged.
4）The product has not been used, worn, altered, or cleaned.
5）Application Method: Please contact TreasureGold customer service via WhatsApp or Email to apply.
2. Responsibility & Shipping Cost Allocation
1）Situation Responsible Party Shipping Cost Handling Method
Non-Quality Issues (e.g., buyer changed mind) Buyer Buyer bears all shipping costs Returns or exchanges are supported
Quality Issues or Model/Size inconsistent with order (caused by the seller) Seller Seller is responsible Initiate the after-sales process based on the specific situation, providing services such as refunds, exchanges, re-shipments, or partial cash compensation.
3. Situations Not Eligible for Returns & Exchanges
Returns and exchanges cannot be accepted under the following circumstances:
The product has been used, damaged, altered, or cleaned.
The buyer ordered the wrong model or size themselves.
Damage to the outer packaging due to irresistible factors during shipping (Note: Slight damage to the outer packaging is normal; the doll inside is guaranteed to be in perfect condition).
The 7-day return and exchange period has expired.
4. Handling Logistics & Package Issues
Incorrect/Incomplete Address:
Please ensure you fill in a detailed and accurate shipping address when placing your order (including specifics like house number, apartment number, etc.).
If the package is returned due to an insufficient address, you must wait for the package to be returned before it can be re-shipped.
Lost Package:
Situation: The tracking information shows “Delivered,” but you have not received it.
Handling Process:
Contact customer service promptly.
Follow the guidance of customer service to contact your local post office and provide the tracking number for a coordinated investigation.
If the package is confirmed lost, file a complaint directly with the local post office to obtain a complaint number.
Provide the complaint number to customer service. The customer service will feed this back to the third-party logistics company to escalate the investigation and provide you with a solution.
5. Important Reminders
Maintain Communication: After placing an order, please pay close attention to your WhatsApp and email (including the spam folder). Establishing and maintaining contact with customer service is key to resolving issues smoothly.
Provide Timely Feedback: Regardless of the problem, please contact customer service promptly through effective communication. We are committed to resolving any issues for you.
We hope this organized overview helps you understand our policy more clearly. Please feel free to contact us if you have any questions.