Return & Exchange Policy

1. Eligibility Criteria

Eligible Items

• Unused, Unopened, Original Packaging Intact: Thermos flasks (sealed in original box, no water contact, lid unopened), plastic cups (unopened, no stains or scratches), glass cups (unopened, no chips or cracks).
• Defective Items: Products with manufacturing defects (e.g., thermos flask insulation failure, plastic cup leakage, glass cup hidden cracks) or shipping damage (e.g., dented thermos flask casing, broken plastic cup handles, shattered glass cup packaging).
• Incorrect Items: Products that do not match your order (e.g., wrong capacity thermos flask, non-BPA-free plastic cup instead of BPA-free, wrong color glass cup).
• Safety-Related Items: Products that fail to meet FDA food contact material safety standards (e.g., plastic cups with harmful chemical residues, glass cups with lead content, thermos flasks with rusty inner linings) — we offer full refunds plus free return shipping for such items.

Non-Eligible Items

• Used/Opened Items: Products that have been used, filled with liquid, or washed (e.g., a thermos flask with water stains, a plastic cup with food residues, a glass cup with fingerprints) — due to hygiene restrictions and resale limitations for food contact products.
• Custom-Made Items: Personalized thermos flasks (e.g., engraved logos), custom-patterned plastic cups, or custom-size glass cups cannot be returned unless they have manufacturing defects — we will confirm this with you before processing custom orders.
• Items Damaged by Misuse: Products damaged due to improper use or storage (e.g., a thermos flask damaged by dropping, a plastic cup melted by hot water beyond its heat resistance, a glass cup cracked by sudden temperature changes).

2. How to Initiate a Return/Exchange

1. Submit a Request: Send an email to our customer support mailbox with the following information:
   
   
   • Your full name, order number, and delivery address.
   • Detailed product information (e.g., "1L stainless steel vacuum thermos flask," "500ml BPA-free leak-proof plastic cup," "300ml borosilicate heat-resistant glass cup").
   • Reason for return/exchange (e.g., "thermos flask doesn’t keep heat," "plastic cup leaks," "glass cup has hidden cracks," "received wrong capacity").
   • Supporting materials:
     • For damaged/defective items: Clear photos or videos showing the problem (e.g., thermos flask temperature drop test results, plastic cup leakage, glass cup cracks) and the original packaging.
     • For incorrect items: Photos comparing the received product with your order confirmation (e.g., capacity mismatch, color difference).
     
     
   
   
   We will review your request within 2 business days and send you a Return Authorization (RA) number if approved. Please note that returns without an RA number will not be accepted.
   
   
2. Prepare the Return Items:
   
   
   • Thermos Flasks: Repack all parts (flask body, lid, gasket, carry strap) into the original box — ensure the box is sealed securely to prevent dents during return shipping.
   • Plastic Cups: Repack in the original box with all accessories (lid, straw, cleaning brush) — ensure no stains or scratches on the cup surface.
   • Glass Cups: Wrap in bubble wrap and repack in the original padded box to prevent cracking during transit.
   
   
3. Arrange Return Shipping:
   
   
   • Defective/Incorrect/Safety-Related Items: We will provide you with a free pre-paid return shipping label — no need for you to pay any shipping fees.
   • Change of Mind Returns: You are responsible for the return shipping fee, which varies by product size and weight:
     • Plastic Cup (single): $4.99 flat fee; Plastic Cup Set (4+): $8.99 flat fee.
     • Glass Cup (single): $5.99 flat fee; Glass Cup Set (4+): $9.99 flat fee.
     • Thermos Flask (≤1L): $9.99 flat fee; Thermos Flask (>1L): $12.99 flat fee.
     
     
   
   
   Please use a trackable shipping service and share the tracking number with us via email.

   
   

   Return Address: [Please fill in your store's physical return address]
   
   
   Returned items must arrive at our warehouse within 14 days of RA approval — delays beyond this period may affect your return eligibility.
   
   

3. Refund & Exchange Timelines

• Refunds: Processed within 3–5 business days after we inspect and confirm the returned items. The refund amount is determined as follows:
  
  
  • For defective/incorrect/safety-related items: Full refund of the product price plus the original shipping fee (no deductions).
  • For change of mind returns: Refund of the product price minus the return shipping fee and a 10% restocking fee (to cover the cost of repackaging, safety inspection, and reshelving drinkware).
  
  
  Refunds will be credited to your original payment method, and your bank may take 3–5 additional business days to process the refund.
  
  
• Exchanges: Processed according to the following rules:
  
  
  • Same Product Replacement: For defective items (e.g., a new thermos flask to replace one with insulation failure, a new glass cup to replace a cracked one), we will ship the replacement product within 5–7 business days with free delivery.
  • Capacity/Color Exchange: For capacity mismatches or color changes (e.g., exchanging a 500ml thermos flask for a 1L one, a blue plastic cup for a pink one), we will process the exchange after verifying the returned items. You need to pay the price difference if the new item is more expensive, or we will issue a partial refund if the new item is cheaper.