Refund policy

Highdeep Creative Return Policy

Section 1 – General Provisions

  • General Rule: We provide return, exchange and refund services for seller-liable scenarios including product quality defects, shipping damage, shipping errors, significant discrepancy between product and description, and non-delivery of orders. For general regions, we do not offer returns without reason for personal non-quality issues. Please confirm product details carefully before placing an order.
  • Statutory Precedence: If mandatory consumer protection laws apply in the country/region of your shipping address (such as the EU or UK), local statutory rules shall take precedence. See Section 7 for details.
  • Contact Information: All after-sales applications must be sent to service@highdeep.net. We will complete the review and notify you of the result via email within 1–3 business days.

Section 2 – Eligible After-Sales Scenarios and Resolution Options

(I) Eligible Scenarios

  • Product has manufacturing defects or functional malfunctions
  • Damage or deformation caused during shipping
  • Wrong or missing items shipped (inconsistent with order content)
  • Significant discrepancy between the product and the website description
  • Order shows as delivered in logistics tracking but not actually received

(II) Resolution Options

After verification and confirmation as our liability, you may choose from the following options:
  • Full Refund: For low-value items, a full refund will generally be processed directly without requiring return; for high-value items, we will communicate with you to confirm return details before processing the refund.
  • Free Replacement: We will cover the shipping fee for the new item and send the correct or brand-new product to you. If the defective item needs to be returned, the return address and return label will be sent via email, and round-trip shipping fees are borne by us (reimbursed based on actual receipts, with a cap equal to the value of the corresponding product).
  • Partial Refund Compensation: For minor appearance defects that do not affect normal use, a proportional partial refund can be provided, and you may keep the product.
  • Non-Delivery Resolution: After verifying the logistics status, you may choose a full refund or free re-shipment.
We will bear the relevant liability first, and subsequent recourse against the logistics provider will not be passed on to the consumer.

Section 3 – After-Sales Application Process

  • Application Time Limit: Please contact customer service via email within 7 calendar days upon delivery receipt. For non-delivery claims, please submit the application within 15 calendar days after the estimated delivery date. Applications submitted after the deadline cannot be reviewed for liability determination.
  • Application Materials: Please indicate your order number and issue description in the email, and attach supporting documents such as photos of the defective product, photo of the shipping label, and screenshot of logistics tracking.
  • Review and Response: We will complete the review and notify you of the result via email within 1–3 business days. If the item needs to be returned, we will also provide the return address, shipping instructions and return label (if applicable).
  • Important Reminder: We reserve the right to refuse items returned without prior application approval. For signed-for unclaimed packages, we will hold them for 7 business days. Packages unclaimed after this period will be treated as abandoned, and related losses shall be borne by the sender.

Section 4 – Scenarios Not Eligible for Return Without Reason

Returns requested for the following personal reasons will not be accepted in non-statutory regions:
  • Change of mind, personal preference mismatch, or expectation gap
  • Wrong selection of size, color, style or other personal decision errors
  • Natural wear and tear after normal use of the product
  • Items returned without prior confirmation

Section 5 – Return Rules for Special Products

The following types of products are not eligible for return without reason. For seller-liable scenarios such as quality defects, wrong shipments, or deterioration upon delivery, you may still apply for after-sales service in accordance with Section 2:
  1. Perishable goods: Including fresh food, flowers, plants, etc., which cannot be resold due to their nature;
  2. Customized products: Products with personalized printing, custom sizing, or exclusive design made according to your personal requirements; standard products with only general color/size selection do not fall into this category;
  3. Intimate and personal care products: Intimate apparel, skincare products, and personal hygiene items with broken sealed packaging;
  4. Hazardous materials: Flammable liquids, gases, hazardous chemicals and other items restricted by transportation regulations. If you receive the wrong hazardous item, please do not return it on your own. Contact customer service and we will arrange compliant logistics pickup or process a full refund directly;
  5. Clearance items with stated defects: Returns and exchanges are not accepted for the publicly stated defects; if there are additional quality defects not stated, you may still apply for after-sales service;
  6. Physical/digital gift cards, digital products and subscription services: Specific after-sales rules are subject to the announcement on the corresponding product detail page.

Section 6 – Refund Details

Review Timeframe

  • For after-sales applications that do not require return: We will complete the review and initiate the refund within 3–5 business days after receiving the supporting documents;
  • For items that require return inspection: We will complete product inspection within 7 business days after receiving the returned package, and initiate the refund after approval.

Refund Method and Timeframe

  • All refunds will be processed back to your original payment method;
  • The actual refund arrival time depends on the payment channel and bank processing time, usually 7–10 calendar days after initiation;
  • If the refund has not arrived within 15 calendar days after initiation, please contact us at service@highdeep.net for inquiry.

Refund Scope

  • Seller-liable return/refund: Full product payment plus the original shipping fee paid for the order will be refunded;
  • Return without reason in statutory regions: Only the product payment will be refunded. The original shipping fee of the order is non-refundable, and the return shipping fee is borne by the consumer;
  • For differences caused by exchange rate fluctuations and payment channel fees for cross-border orders, the fees and exchange rate losses under seller-liable scenarios shall be borne by us.

Section 7 – Exclusive Provisions for EU and UK Statutory Cooling-Off Period

For orders with shipping addresses in the EU or UK, the following special rules apply in accordance with the local Consumer Rights Directive and consumer protection laws. In case of inconsistency with the foregoing general provisions, this section shall prevail:
  1. You have a statutory 14-calendar-day cooling-off period from the date of product delivery, during which you may cancel your order or request a return without any reason. For products delivered in multiple shipments, the cooling-off period starts from the date of delivery of the last item. Unshipped orders may be cancelled at any time.
  2. Returned products must be kept in good condition with all tags and original packaging intact, and proof of purchase must be provided. You may only handle the product to the extent necessary to inspect its nature and function. If use beyond the scope of inspection causes depreciation of the product, we reserve the right to deduct the corresponding depreciation fee from the refund.
  3. Return shipping fees for returns without reason are borne by the consumer; for returns caused by product quality issues, wrong shipments or other seller liabilities, the shipping fee is borne by us.
  4. After order cancellation or return approval, we will refund the payment to your original payment account within 14 calendar days.

Section 8 – Supplementary Provisions

  • Return Logistics Risk: The risk of loss or damage during return shipping is borne by the sender. We recommend choosing trackable logistics and keeping the shipping receipt. The risk is transferred to us after the package is signed and received at our warehouse.
  • Malicious Return Restriction: We reserve the right to restrict ordering privileges or reject return applications for accounts with frequent abnormal returns, malicious returns, or return fraud.
  • Publication and Effectiveness: This return policy is prominently published in the website footer, product detail pages and checkout page, and you may review it at any time before placing an order. Placing an order means you have read and agreed to all terms of this policy.
  • We reserve the right to adjust this policy in accordance with laws and regulations, and the revised policy shall take effect after being published on the website.