Thank you for shopping at esybuypen. We strive to provide high-quality products and satisfactory shopping experiences. This Return & Refund Policy applies to all purchases made on our official website. By placing an order, you agree to the terms outlined below.

  1. Return Eligibility & Timeframe
    We accept returns and refund requests within 14 calendar days from the date your order is delivered. All returned items must meet the following eligibility requirements:
  • Items must be unused, unwashed, undamaged and in original condition with all original packaging, tags, labels and accessories intact.
  • Clear proof of purchase (order number, purchase record) is required for all return requests.
  • Customized, personalized or clearance final sale items are not eligible for return or exchange.
    Any returns submitted after the 14-day window will not be accepted at our sole discretion.
  1. Non-Returnable Items
    The following items are excluded from our return and refund policy due to product characteristics and hygiene regulations:
  • Damaged items caused by improper use, artificial damage or improper storage after delivery
  1. Return Process
    Please follow the official return process to ensure timely processing of your request:
  2. Contact Customer Service: Submit your return request via our official email: ajade2009@hotmail.com with your order number, return reason and clear photos/videos of the items.
  3. Wait for Approval: Our team will review your request within 1-3 business days and send you return instructions.
  4. Ship Back Items: Pack the items securely with original packaging, and send the parcel back to the designated return address provided by our team.
  5. Submit Tracking Information: Send your return tracking number to our customer service to confirm receipt.
  6. Return Shipping Fees & Customs Costs
  • Customer’s Responsibility: For voluntary returns (changed mind, wrong size, personal dislike), customers are responsible for all return shipping fees, international customs duties, taxes and other related logistics costs.
  • Brand’s Responsibility: If the return is caused by our errors (wrong item shipped, defective product, quality issue, missing accessories), we will cover the return shipping cost. We will provide a prepaid shipping label or reimburse your valid shipping fee receipt after verification.
  • Original shipping fees paid at checkout are non-refundable for all return orders.
  1. Refund Processing
    Once we receive and inspect your returned items to confirm they meet return eligibility, we will process your refund within 3-7 business days.
  • Full Refund: Applicable for defective products, wrong shipments or other our-side errors.
  • Partial Refund: If the returned items are found worn, damaged, missing accessories or incomplete packaging (caused by customer), we reserve the right to deduct a restocking fee or issue a partial refund.
  • The refund will be credited back to your original payment method. The arrival time of the refund varies by payment provider and bank processing rules.
  1. Damaged & Defective Items
    If you receive damaged, defective or incorrect items, please contact us within 7 calendar days of delivery with detailed photos and videos of the package and defective products. After our verification, we will offer the following solutions at no extra cost:
  • Free replacement/reshipment
  • Full or partial refund
    We will not compensate for product damage caused by customs inspection or improper customer operation.
  1. Order Cancellation
    You may cancel your order for free within 12 hours after placement before the order is processed and shipped. Once the order is dispatched, cancellation requests will be regarded as return requests and subject to the above return policy terms.
  2. Exchange Policy
    We only support exchanges for defective products or wrong item shipments. For size or style exchanges due to personal preference, please return the original item and place a new order on our website.
  3. Force Majeure & Final Interpretation
    We are not responsible for return delays caused by force majeure factors including but not limited to natural disasters, epidemic control, customs policy changes and carrier service suspension. We reserve the right of final interpretation of this return & refund policy and the right to update the terms without prior notice.
  4. Contact Us
    If you have any questions about returns, refunds or exchanges, please contact our customer support team:
    Email: ajade2009@hotmail.com
    Working Hours: 24 hours online consultation