Refund policy

At Familya Shop, every product we offer carries the mission of spreading love and warmth, bringing endless joy and happiness to families and friends. We believe that every purchase is not just a choice of a product but a pursuit of a beautiful life. With this in mind, we have carefully formulated the following refund and return policy to protect your rights while providing you with professional and warm service.

7-Day No Reason Refund

  • Refund Conditions
    If you decide to apply for a 7-day no reason refund within 7 days of receiving the goods, please contact us and obtain return permission before sending the item back. Please note that once you choose this refund option, we will no longer be able to provide new order services for you.

  • Refund Process and Fees
    After receiving the returned goods and confirming that the product is in its original condition, we will refund the purchase price, minus the original shipping and handling fees. The buyer is responsible for all shipping and handling fees incurred during the return process and will bear any risk of loss during transportation.

Damaged Return Policy

  • Eligibility
    If you discover that the product is damaged within 48 hours of receipt, please contact us immediately via email at support.us@familya.shop. Your email must include:

    1. Clear photos of the damaged product;
    2. Photos of the shipping box containing the damaged product;
    3. Photos of the packaging materials as received.

  • Resolution Process
    Once we receive the complete information, we will evaluate the situation and determine an appropriate remedy or decide to issue a full refund, which will be the sole remedy available to the buyer. When returning the product, please use the original packaging and send the item to the address provided by us (return permission must be obtained beforehand), along with a receipt or other valid proof of purchase. Any claims not submitted as specified above will be considered waived by the buyer.

Refund Process

  • Refund Notification
    Once we receive your return request, we will send you an email notification. If your refund request is approved, the refund will be automatically applied to your original payment method. This process may take several days.

  • Partial Refunds
    For products that are not returned in their original condition, we may only be able to offer a partial refund. Additionally, if your order has already been shipped, expedited shipping fees will not be refunded.

  • Inquiry Assistance
    If your refund has been approved for several days but you still have not received it, please consult your credit card company or bank as they may provide additional information regarding the status of your refund. If they cannot assist further, please contact us at support.us@familya.shop, and we will do our best to resolve the issue.

Order Cancellation

  • Cancellation Process
    Ordering from Familya Shop is made convenient by our efforts to produce your order as quickly as possible without sacrificing attention to detail. If you wish to cancel your order, please notify us as soon as possible by emailing support.us@familya.shop with your reason for cancellation so that we may halt production before it is completed.

  • Cancellation Limitations
    If we receive your cancellation request after your order is ready for shipment or partially completed, we may be unable to cancel the order.

Lost Package

  • Initial Steps
    If your package does not arrive by the estimated delivery date, your first step should be to check the package status online. You can enter your tracking number to see if your item is still in transit.

  • Verification
    If the website indicates that your package has been delivered, please check with your neighbors and confirm that the package has not been delivered to the wrong address.

  • Follow-Up
    After excluding the possibility of shipping delays or misdelivery, please contact us at support.us@familya.shop within 48 hours of the expected delivery date. We will do our best to locate your package or, if necessary, reproduce your item.

Reproduction Service

  • Service Overview
    If you receive a product with issues, we may offer a reproduction service. Please send a photo of the item against a dark background to support.us@familya.shop, clearly stating which aspects need to be corrected.

  • Confirmation and Processing
    Upon receiving your request, we will promptly inform you via email whether we can reproduce your order and provide the necessary details regarding the process.

We are committed to providing a service that balances professionalism with warmth, ensuring a pleasant and reassuring shopping experience for every customer. If you have any questions or require further assistance, please do not hesitate to contact us. May Familya Shop's products bring more warmth and joy to your life.