Refund policy

Goodsnaro, operated by Liuyang Xianqiang Electronic Commerce Co., Ltd., is committed to providing a transparent and reliable shopping experience. This Return & Refund Policy explains our return eligibility requirements, return procedures, refund processing, exchanges, and how we handle damaged, defective, or incorrectly supplied products.

1. Return Eligibility

We accept eligible return requests within 30 days of delivery.

To qualify for a return requested for personal reasons, products must:

Be unused, unwashed, and in their original condition.
Include all original accessories and components, where applicable.
Be returned in their original packaging where reasonably possible, or suitable protective packaging.
Be accompanied by proof of purchase, such as an order number or confirmation email.

Products that have been used, washed, altered, or damaged through improper handling may not qualify for discretionary returns.

These requirements do not restrict your statutory rights regarding defective, damaged, or incorrectly supplied products.

2. How to Request a Return

To initiate a return, please contact our customer support team:

Email: service@goodsnaro.com

Please provide:

Your order number.
The product name.
A brief explanation of your return request.
Photographs of the product and packaging, where relevant.

Our customer support team will review your request and provide return instructions, including the designated return address.

Please contact us before sending your return. Our return processing address may differ from our registered business address.

Returns sent to an incorrect address may experience processing delays.

3. Damaged, Defective, or Incorrect Products

Please inspect your order upon delivery.

If your order arrives damaged, defective, incomplete, or different from what you purchased, contact us as soon as reasonably possible.

For home textile products, this may include damaged seams, fabric defects, incorrect colors or sizes, missing components, or products that materially differ from their descriptions.

Please provide your order number, a description of the issue, and photographs where available.

Depending on the circumstances, we will offer an appropriate resolution, which may include:

A replacement product.
A refund.
A return and refund.

For confirmed defects, shipping damage, or errors on our part, Goodsnaro will cover reasonable return shipping costs when a return is required.

Your rights under applicable consumer protection laws remain unaffected.

4. Returns for Personal Reasons

If you change your mind, order the wrong product, or no longer need an item, you may request a return within 30 days of delivery, provided the product meets our return eligibility requirements.

For returns unrelated to defects or errors on our part:

Customers are responsible for return shipping costs.
Original shipping charges are generally non-refundable unless required by applicable law.
We recommend using a trackable shipping service.
Products should be packaged securely to prevent damage during transportation.

Return shipping expenses depend on the carrier, destination, package size, and weight.

We will provide return instructions before you arrange shipment.

5. Home Textile Returns

For decorative pillows, pillow covers, cushions, and other home textile products, eligible discretionary returns must be unused, unwashed, and in their original condition.

Please ensure that products are free from stains, odors, pet hair, and damage caused after delivery.

Where reasonably possible, retain the original packaging and product accessories.

Items that arrive damaged, defective, or incorrectly supplied will be handled in accordance with this policy and applicable consumer protection laws.

6. Non-Returnable Items

Certain products may not qualify for discretionary returns, including:

Gift cards.
Personalized or custom-made products, unless defective or incorrectly supplied.
Products that have been used, washed, altered, or damaged through improper handling.
Products subject to applicable hygiene-related return restrictions, where permitted by law.

Any product-specific return restrictions will be disclosed on the relevant product page where applicable.

These exclusions do not limit statutory consumer rights.

7. Refund Processing

Once we receive and inspect an eligible returned product, we will notify you of the outcome.

Approved refunds will be issued to the original payment method, generally within 5–10 business days after approval.

The time required for the refund to appear in your account may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved, please contact our customer support team.

Where applicable law requires an earlier refund or different procedure, those legal requirements will apply.

8. Exchanges

If you wish to exchange an eligible product for a different size, color, or variation, please contact our customer support team.

Exchanges are subject to product availability and return eligibility requirements.

If a direct exchange is unavailable, we may recommend returning the eligible item and placing a new order.

For defective, damaged, or incorrectly supplied products, we will provide an appropriate resolution in accordance with applicable consumer protection laws.

9. Order Cancellations

If you need to cancel or modify your order, please contact us as soon as possible at service@goodsnaro.com.

We will make reasonable efforts to accommodate requests before an order has been dispatched.

Once an order has shipped, cancellation may no longer be possible.

In such cases, you may request a return after delivery in accordance with this policy.

For successfully canceled orders, payments already collected will be refunded to the original payment method.

10. Lost or Missing Packages

If your order has not arrived within the estimated delivery period stated in our Shipping Policy, please contact our customer support team.

We will review available tracking information and assist with investigating the shipment.

If a package is confirmed lost in transit, we will provide an appropriate resolution, which may include a replacement or refund.

Customers will not be charged additional shipping fees for replacement shipments required due to confirmed loss in transit for which Goodsnaro is responsible.