Refund and Return Policy
Last Updated: October 20, 2025
At Guizhou Kuamei Biotechnology Co., Ltd., we are committed to providing you with high-quality skincare products. We believe you will love our products, but if you are not satisfied with your purchase, we offer this clear Refund and Return Policy as a guide.
Please note that due to the nature of skincare products coming into direct contact with the skin and for hygiene and safety reasons, we strictly enforce the following terms. Please read carefully before initiating a return.
1. Eligibility & Conditions for Returns
To be eligible for a return, the item(s) must meet all of the following conditions:
Return Timeframe: You have 7 days to request a return from the date you received the order.
Item Condition:
The item is unopened, unused, and in its original packaging with all seals (e.g., product safety seals, outer box) intact.
The item is in its original sale condition.
Accompanying Materials: The original proof of purchase (such as an order confirmation screenshot or invoice) must be included with the return.
We cannot accept returns under the following circumstances:
Items that have been opened, used, or have damaged packaging.
Opened items returned for reasons other than product quality issues (e.g., you don't like the scent, texture, or experienced personal allergic reactions after use).
Items returned after the 7-day return period has passed.
Any items purchased from the "Clearance" or "Special Offer" section (unless a significant quality issue exists).
2. Refund Process (For Eligible Returns)
If you meet all the above return conditions, please follow these steps:
Contact Us: Please contact us via the store chat or email our customer service team at charles@freezing-age.com. Provide your order number and reason for the return.
Obtain Authorization: We will review your request within 1-3 business days and, if approved, send you a Return Authorization Form and the address of our designated return warehouse. Returns shipped without prior authorization may be refused or returned to sender.
Ship Items Back: Securely pack the item(s) with all original packaging, inserts, and the completed Return Authorization Form. Ship it to the address we provide. We strongly recommend using a traceable shipping service and retaining your shipping proof.
Warehouse Inspection & Refund:
We will inspect the returned package upon receipt. Once we confirm the item(s) meet the return conditions, we will process your refund within 7 business days.
The refund will be issued to the original payment method used for the purchase. Please note that it may take additional time for your bank or payment provider to process the refund.
3. Product Quality Issues & Allergic Reactions
Product Quality Issues: If you receive an item with an obvious manufacturing defect (e.g., damaged packaging, leaking liquid), please contact us within 48 hours of delivery at charles@freezing-age.com, providing relevant photos or video as evidence. Upon verification, we will arrange a free replacement or full refund, including any return shipping costs incurred.
Allergic Reactions: We understand that everyone's skin is unique. While all our products undergo rigorous safety testing, we cannot guarantee suitability for all individuals. If you experience an allergic reaction or discomfort upon first using our product, please contact us within 7 days of the reaction occurring. Although opened items are generally non-returnable, as a gesture of care, we may offer solutions such as store credit or a partial refund. The specific solution will be discussed with you by our customer service team based on the individual circumstances.
4. Refund Notes
Refund Amount: The refund amount will be for the product's purchase price (excluding the original shipping cost).
Return Shipping Costs: For returns not due to a quality issue on our part, you are responsible for the cost of shipping the item(s) back to us. If the return is due to a verified quality issue, we will cover the return shipping cost (a valid shipping receipt is required).
Non-Refundable Situations:
Returned items that fail our inspection (e.g., used, do not meet return conditions).
Return packages lost in transit (please always retain your shipping proof and consider insurance).
Customs duties and import taxes from the original international order that have been paid by you and cannot be recovered by us.
5. Special Note for International Orders
For international returns, please declare the package as "Returned Goods" on the customs form to avoid incurring additional import duties. Customs duties and taxes paid on the original order are non-refundable.
6. Contact Us
If you have any questions about this Refund and Return Policy or need to initiate a return request, please feel free to contact us:
Customer Service Email: charles@freezing-age.com
Response Time: We will respond to your email within 1-3 business days.