Refund Policy

Eligible Refund Scenarios

Customers may apply for a refund only under the following circumstances. The specific refund ratio and method shall be implemented according to the corresponding scenario:

Product Quality Issues

Submit a written objection within 7 working days after receiving the goods. If verified by us that the product fails to function normally due to inconsistencies in production process, material, specification with the order agreement, or due to damage/functional defects, full refund, partial refund, or free replacement (customer’s choice) is supported. If the customer chooses a refund, we will concurrently bear or assist in recovering the incurred international shipping fees (excluding destination customs duties and clearance fees).

Order Cancellation

If the customer submits a written cancellation application before production starts and no material procurement, sampling, or other costs have been incurred, the paid amount will be fully refunded. If production has started or relevant costs have been generated, the remaining amount will be refunded after deducting actual costs (for customized orders, liquidated damages will be deducted in accordance with the “Service Agreement”).

Delayed Delivery

If delivery is delayed by more than 15 days beyond the agreed period due to our own reasons (not force majeure or third-party factors) and the customer applies for a refund, full refund or continued performance after negotiated compensation is supported. If the delay exceeds 30 days, the customer may unconditionally terminate the order and request a full refund, and we will additionally bear the incurred international shipping fees.

Goods Lost/Total Loss

If goods are lost or completely damaged during transportation due to the carrier’s liability and cannot be replenished or replaced, a full refund will be provided based on the declared value of the goods or the actual paid order amount. If the customer has paid destination customs duties, clearance fees, etc., we will assist the customer in claiming compensation from the carrier. Once the claim is successful, the full amount of such fees will be refunded; if the claim fails, we may negotiate to bear 50% of the tax loss.

Wrong Delivery/Short Delivery

If incorrect products are delivered or quantities are short due to our operational errors, and we cannot replenish or replace them within 7 working days, full refund is supported. If the customer chooses to keep the incorrectly delivered products, a partial refund may be processed based on the difference between the value of the actually received products and the order value.

Product Compliance Issues

If the products provided by us fail to meet the environmental, safety, and other compliance requirements of the destination country resulting in customs clearance failure or seizure, full refund is supported, and we will bear all losses including incurred shipping fees and customs duties.

Non-Refundable Scenarios

Refunds are not supported in the following cases:

Customer’s subjective reasons (e.g., change of personal preference, no longer needed) with no product quality or compliance issues;
Failure to raise quality issues beyond the objection period or inability to provide valid evidence to prove product problems;
Customized products (without quality or compliance issues), regular products that have been unpacked, used, or with damaged packaging affecting secondary sales;
Order abnormalities caused by the customer: such as incorrect information provided, delayed payment of customs duties/clearance fees leading to goods detention, incorrect delivery address, refusal to sign for goods without quality issues, etc.;
Goods detention, seizure, or destruction during transportation due to uncontrollable factors such as force majeure, temporary adjustments to customs policies, or import restrictions of the destination country (provided we have fulfilled reasonable obligations);
Product damage caused by the customer’s failure to operate or store the product in accordance with the instructions.

Refund Application Process

Application Submission

Customers must submit a refund application within 30 natural days after the occurrence of the corresponding scenario via:

Email: support@mytrd.cn
Phone: +44 7323 43772
Official website online customer service

The application must clearly state the reason for refund, order number, payment time and amount, with necessary evidence attached.

Review and Verification

We will complete preliminary review within 3 working days. If evidence is incomplete, the customer will be notified to supplement within 5 working days. For quality or compliance issues, a third-party testing agency may be entrusted for inspection (fees borne by the responsible party). The final result will be notified via email or phone.

Refund Processing

After approval, we will process the refund within 7 working days through the original payment channel (TT, PayPal, credit card, etc.).

TT: 3–15 working days
PayPal/credit card: 3–7 working days
Refunds involving duties/clearance fees: up to 15–30 working days

Objection Handling

If the customer disagrees with the result, a review application with new evidence may be submitted within 5 working days. We will finalize the result within 3 working days.

Refund Amount and Fee Deduction

Scenarios Attributable to Us (quality, wrong delivery, short delivery, compliance, our delay):

Full order amount refunded without deduction; international shipping and testing fees borne by us. Unrecoverable duties/clearance fees shall be borne through negotiation.

Scenarios Attributable to the Customer (cancellation, incorrect info):

Refund remaining amount after deducting actual costs (materials, sampling, shipping, booking fees, liquidated damages). For customized orders, an additional 30% of total order value (min. USD 100) will be deducted.

Cross-Border Related Fees

Bank charges and exchange losses borne by the responsible party. Delays or extra fees caused by foreign exchange control shall be borne by the customer.

Special Notes

Refund applications submitted beyond 30 natural days are deemed waived.
Invoiced orders must return the original invoice before refund; tax amount will be deducted if the invoice cannot be returned.
After refund, customer shall return goods within 15 working days (return shipping fee borne by the responsible party).
Long-term customers and large orders (≥ USD 10,000) may apply for a fast refund channel.

Note

The above is a core summary of the Refund Policy. For detailed rules, third-party testing agency list, dispute resolution, please refer to the complete “Service Agreement”.

Email: support@mytrd.cn
Phone: +44 7323 43772
Official website online customer service