Return and Refund Policy
Returning Your Purchase
At Timeless Peace, we are committed to delivering high-quality products that meet your expectations. However, we understand that there may be occasions where you need to return an item. In such cases, we have a straightforward process in place to address your return request promptly and efficiently.
To initiate a return, please email your request to shop@timeless-peace.com within 14 working days from the date you received the product(s). Failure to submit your request within this timeframe may result in us being unable to process your return.
To make a return request, please follow these steps:
- Contact Customer Support: Inform our customer support team about your intention to return the product(s).
- Provide Details: Fill out the required details and submit your request.
- Await Instructions: You will receive a response from us within 2 working days with further instructions on how to proceed with the return.
Important: Do not return any product(s) until you have received confirmation and instructions from our team.
Supporting Documents
To verify your return and refund request, you must provide the following supporting documents:
- A copy of your order confirmation or invoice as proof of purchase from Timeless Peace.
- Photo(s) of the defective, damaged, or incorrect product(s).
Failure to submit the necessary documents may result in the rejection of your return request. Upon approval of your return request, you will receive an acceptance letter from us.
Return Shipping Responsibility
The customer is responsible for the return package until it is received by our team. Please ensure that all packaging materials are intact as per the original packaging. To prevent damages during return shipping, we recommend adding additional wrapping material.
If the returned product(s) are not in their original condition or were damaged during shipping (beyond our control and not due to the logistics partner's fault or negligence), you may be charged for the repair of the product(s), and we reserve the right to deduct the cost from your refund.
Return Shipping Charges
The responsibility for return shipping charges depends on the circumstances:
- Manufacturing Defects or Wrong Product Sent: We will provide a prepaid shipping label and instructions for the return.
- Change of Mind: You are responsible for the return shipping charges.
If you are responsible for the return shipping, the product(s) must reach us within 7 working days from the date of approval or an agreed-upon date. Please send the product(s) to the address provided. Failure to do so may result in the non-processing of the return or refund.
Exchanges and Replacements
If applicable and subject to stock availability, you will be offered a replacement for the original purchased item. The replacement product(s) will be delivered within 7 to 14 working days from the date we receive the return and complete our quality control process at the Timeless Peace warehouse. The replacement product(s) will be sent to the address specified in the original order.
Order Cancellations
- Within 24 Hours: If you wish to cancel an order within 24 hours of placement and before it has been shipped, a cancellation fee of 10% of the order amount will be charged.
- After Shipment: In cases where order cancellation is requested after the order has been shipped (e.g., due to buyer's remorse), the cancelled items must be returned to our facility within 14 days from the delivery date before a refund is issued. The returned items must be unopened, unused, and in their original packaging and condition. Customers are responsible for all fees involved in returning items. Additionally, a restocking fee of 30% of the order amount will be charged. If the returned items have been opened or used, an additional restocking fee may be required based on the condition of the items.
- Partial Cancellation: If you wish to reduce the quantity of a product after placing an order, it will be considered a partial cancellation, and a cancellation fee of 10% of the cancelled amount will be charged.
We recommend using registered and traceable services when returning packages to ensure their safe delivery.
Defective Products
Defective products can be returned within 14 days from the delivery date by contacting shop@timeless-peace.com. Our team will provide you with the appropriate return procedure. Please note that returns without prior confirmation from us will not be accepted.
A defective product is one that contains a material imperfection in its manufacture or design, making it less acceptable, useful, or safe than reasonably expected under the circumstances. The defect must be inherent to the product due to a manufacturing or design fault and not caused by inappropriate use.
When returning a product within the standard return period, please provide a detailed explanation of why you believe the product is defective, including how it was utilized during the time it was in your possession.
All products must be returned in their original condition, including packaging, documentation, manuals, and accessories. If a product has been opened or used by the customer, it cannot be returned. We strongly recommend keeping the packaging for at least 14 days after purchase.
Please note that all non-product-related fees, such as shipping, transaction, and insurance fees, are non-refundable.
In cases where a replacement product is unavailable, we will provide a similar type of goods at the same price for the replacement.
Refund Processing
Refund will be made directly to the original mode of payment used (Paypal, credit/debit card, online bank transfer, etc) within 14 working days from the day we notified you of the refund status.
Warranty
At Timeless Peace, we are committed to resolving any problems you may have with our products. We offer a limited 1-year warranty for all orders placed at Timeless Peace. To claim warranty service, please provide the order number mentioned on the invoice.
Customers are responsible for shipping the product to our Hong Kong maintenance center for warranty services, including all associated shipping fees. The repaired product will also be returned to the customer at their expense.
Timeless Peace warrants that the product is free from defects in material and workmanship during the warranty period, which starts from the date of the original invoice. To be eligible for warranty service, you must present the original serial number label affixed to the package and the original invoice. Failure to provide these documents may void the warranty.
This warranty does not apply, and repair charges will be separately quoted by Timeless Peace in the following circumstances:
(a) Any wilful modification, alteration, or repair made to any part of the product by anyone other than Timeless Peace.
(b) Any damage caused by misuse, misapplication of electricity, malicious acts, negligence, liquid or dirt ingress, accidents, natural calamities, or physical force.
(c) Dissatisfaction with the product due to reasons other than its quality, such as product color, outlook, or shape.
(d) Damages caused by normal wear and tear.
(e) Any accessories, including charging adapters, cables, stylus pens, screen protectors, remote controls, or free gifts.
(f) Any cables, remote controls, or accessories included in the package.
Please note that all replaced parts are non-returnable. In case of disputes, Timeless Peace reserves all rights and the final decision.
Contact Us
If you have any further questions or require assistance regarding our Return and Refund Policy, please contact our customer support team at shop@timeless-peace.com. We are here to help and will respond to your inquiries as soon as possible.
Note: The information provided in this Return and Refund Policy is subject to change without prior notice. Please refer to the most recent version available on our website or contact our customer support team for the latest updates.