Return Policy
Timorate promises a "Shop with Confidence" service. If you are not satisfied with your purchase, as long as it meets the return conditions, we will provide you with a convenient return process and a fair solution, allowing you to shop without worry.
Basic Return Application Requirements
- Return applications must be submitted within 30 calendar days of receiving the goods. Applications submitted after this period will not be accepted. Thank you for your understanding.
- The goods must be in brand new, unused condition, with complete packaging (including original packaging, labels, tags, accessories, instructions, etc.), and free from damage, stains, scratches, or other signs of human-caused damage.
- Special Product Return Restrictions:
Food and Fresh Produce: Returns are only accepted for quality issues such as spoilage, expiration, or damaged packaging. Returns are not accepted for items without quality issues.
- Personal Care Products (such as shampoo and skincare products): Once opened, these products are not eligible for return. Unopened products must be within their expiration date and in their original packaging.
- Customized Products: Products customized to your specific needs (such as printed tableware or personalized gift boxes) are not eligible for return unless there is a quality issue.
When applying for a return, please provide clear photos/videos of the product (if it's a quality issue) and the order number for our quick review.
Four Steps to Complete a Return
Submit Application: Log in to your Timorate account, go to "My Orders," select the order you wish to return, click "Apply for Return," fill in the reason for return, upload supporting documents, and submit. Wait for review.
Review Confirmation: Customer service will complete the review within 24 hours. Once approved, a return address, return instructions, and return item number will be sent to your email address (please be sure to indicate this on the package).
Return the Product: Please send the product and related accessories to the designated address within 7 business days of approval. We recommend choosing a courier service with trackable shipping information and keeping the tracking number.
Refund Upon Acceptance: After receiving your package, we will complete the acceptance process within 3 business days. Once accepted, the refund will be returned to your original payment account. The arrival time depends on the payment platform's rules (usually 1-7 business days).
Shipping Fee Information
- Our Responsibility: For returns due to timeliness issues such as product quality problems, incorrect delivery, or product discrepancies with the description, we will bear the return shipping costs. You can submit proof of shipping costs when applying for a refund. Once approved, the cost will be refunded along with the purchase price.
- Personal Reasons: For returns due to personal preferences, purchase errors, or other non-product-related issues, you will be responsible for the return shipping costs. We will deduct the original order's shipping cost from the refund (if the order was eligible for free shipping, a standard shipping fee of US$5.99 will be deducted).