Returns & Exchanges Policy

Last updated: 2026/02/02

Company Registration Information

• Company: Tianjin Pengfei Network Technology Co., Ltd.

• Legal Representative: Zhang Pengfei

• Date of Establishment: 2025-12-25

• Unified Social Credit Code: 91120101MAK3YXR89J

• Address: Room H, 13th Floor, Yunxiang Building, No. 72-74 Xikang Road, Xinxing Street, Heping District, Tianjin

Thank you for choosing ton-lix. To ensure a satisfactory shopping experience, we have established a clear Return and Exchange Policy. Please read carefully before placing your order.

Note: This policy applies to orders shipped to the United States. Our main business category is general merchandise.

1. Eligibility for Returns, Exchanges, and Refunds

You may request a return, exchange, or refund under the following circumstances:

• The item arrived with quality issues, damage, or malfunction.

• The item received significantly differs from the website description.

• We shipped the wrong item (color, size, model, etc.).

• The item was damaged during transit (photo evidence required).

Non-eligible Cases:

• Returns due to personal preference changes (e.g., dislike of color, style) or non-quality-related issues.

• Items that have been used, washed, damaged by the customer, or had tags removed.

• Any items beyond the 14-day return/exchange period.

• Items not suitable for return due to their nature (e.g., personal hygiene products, if applicable).

2. Time Limits for Returns & Exchanges

• Request Period: You must contact us to initiate a request within 14 calendar days of receiving the item.

• Processing Time: We will complete the inspection within 1-2 business days after receiving your returned item.

• Refund Timeline: Upon approval, the refund will be processed immediately to your original payment method. Processing by banks or payment platforms usually takes within 7 business days for the funds to appear in your account, depending on the institution.

3. Responsibility for Return Shipping Costs

Responsibility for return shipping costs (based on the actual amount charged by the carrier) is as follows:

• If the reason is our fault (e.g., product defect, wrong item shipped, description mismatch): We will cover the return shipping cost. Please contact customer service first to obtain a prepaid label or keep the payment receipt for reimbursement.

• If the reason is personal (e.g., change of mind, incorrect size): You are responsible for the return shipping cost.

Exchange shipping responsibility follows the same principle.

4. Steps You Need to Take (Return Process)

1. Contact Customer Service: Within the return period, email service@mail.ton-lix.com or call +86 19292467907 with your order number, product details, and reason for return/exchange.

2. Obtain Authorization: After review, our customer service team will provide you with a Return Merchandise Authorization (RMA) number and the return address.

3. Ship the Item Back: Please pack the item securely in its original condition, including all accessories, tags, and packaging, along with the order number and RMA. We strongly recommend using a trackable shipping service and keeping the proof of postage.

4. Await Processing: Once we receive the package, we will inspect and process your refund/exchange according to the stated timelines.

5. Explicit Return Address

The return address will be formally provided via email after you contact customer service and obtain an RMA number.

The default return address is:
Room H, 13th Floor, Yunxiang Building, No. 72-74 Xikang Road, Xinxing Street, Heping District, Tianjin

Please note: Sending items to this address without prior confirmation from customer service may result in processing delays.

6. Refund Process Summary

1. Request: Contact customer service → Provide information → Obtain a return authorization code and return address.

2. Ship Back: You ship the item (keep tracking number).

3. Inspection: We receive item and complete inspection (within 1-2 business days).

4. Refund: Upon approval, the system immediately initiates the refund to the original payment method.

5. Receipt: Funds will be credited to your account within 7 business days (timing depends on your bank).

Company Information

• Company Name: Tianjin Pengfei Network Technology Co., Ltd.

• Company Address: Room H, 13th Floor, Yunxiang Building, No. 72-74 Xikang Road, Xinxing Street, Heping District, Tianjin

• Contact Phone: +86 19292467907

• Customer Service Email: service@mail.ton-lix.com