Premium Eastern ‘Ejiao’ Herbal Essence (Sugar-Free)

1. Order Cancellation Policy

• Cancellation Before Dispatch: You may request a full order cancellation free of charge at any time before your order is processed and dispatched (within 48 business hours of order placement, excluding weekends and US federal holidays). To request a cancellation, contact our customer support team via email or phone with your order number. Approved cancellations will receive a full refund to your original payment method within 3-5 business days.
• Cancellation After Dispatch: Once your order has been processed and shipped, we cannot cancel the order or intercept the delivery. You may return eligible items for a refund per our return policy once you receive the package.
• Custom/Presale Orders: Custom or pre-order items can only be cancelled within 24 hours of purchase. After this window, custom/presale orders are non-cancellable and non-refundable.

2. Return Policy

Eligibility Requirements

• Premium Tea Products (Food Items): Only unopened, unused products in their original, fully sealed, undamaged packaging are eligible for return. Opened, used, or tampered tea products are non-returnable and non-refundable, in compliance with US food safety and freshness regulations.
• Luxury Intimate Apparel: Due to strict health and hygiene standards, only unopened, untried, unwashed items with all original tags, hygiene seals, and packaging fully intact are eligible for return. Any intimate apparel that has been opened, tried on, altered, washed, or damaged is strictly non-returnable, with no exceptions.
  
  
  All eligible returned items must be in new, resalable condition, with all original packaging, tags, and accompanying accessories included.

Return Shipping & Refund Processing

• For returns due to defective, damaged, or incorrectly shipped items: MercoCool covers all return shipping costs, and will provide a pre-paid return label with your approved RMA.
• For returns due to customer preference (e.g., change of mind, incorrect size selected): The customer is responsible for all return shipping costs. Original shipping fees are non-refundable.
  
  
  Once we receive and inspect your eligible returned items, we will process your full refund within 3-5 business days. Refunds are issued to the original payment method; the time for the refund to reflect in your account depends on your payment provider, typically 3-10 business days.

3. Exchange Policy

Exchange Eligibility & Process

• Size exchanges for intimate apparel (same product, different size/color)
• Replacement of defective, damaged, or incorrectly shipped items
  
  
  To initiate an exchange, contact our customer support team with your order number, the item you wish to exchange, and the replacement item details. We will review your request and issue an RMA number with return instructions within 1-2 business days.

Exchange Shipping & Inventory

• For exchanges due to our error (defective, damaged, or incorrect items): MercoCool covers all return shipping costs and the cost of shipping your replacement item.
• For exchanges due to customer preference (e.g., size/color change): The customer is responsible for return shipping costs; MercoCool covers the cost of shipping the replacement item within the continental United States.
  
  
  If your requested replacement item is out of stock at the time of processing, we will contact you to offer an alternative product, store credit, or a full refund for the returned item.

4. Final Sale & Non-Returnable/Non-Exchangeable Items

• Opened or used tea products (per food safety regulations)
• Intimate apparel that has been opened, tried on, washed, or altered (per hygiene regulations)
• Clearance, promotional, or items marked "Final Sale"
• Custom or personalized orders
• Items received more than 30 days prior to the request
• Items that are damaged, soiled, or altered by the customer

5. Damaged, Defective or Incorrect Items

6. How to Initiate a Request

• Email: LittleSunshinechen@outlook.com
• Phone: +14153756393
  
  
  Please include your order number, the type of request, and relevant details/photos in your message. We will respond to all requests within 1-2 business days, with approval, RMA number (if applicable), and step-by-step instructions.