Returns Policy

1 General Policy Overview

COMMERCE FLOW LIMITED strives to ensure that every User is satisfied with their purchase from msrvdfs.com. This Refund and Return Policy (the “Policy”) outlines the conditions, procedures, and limitations for requesting refunds or returns of products purchased through the Website. This Policy applies only to products purchased directly from msrvdfs.com; products purchased from third-party retailers or resellers are subject to the refund and return policies of those entities. The User must comply with all requirements of this Policy to be eligible for a refund or return. msrvdfs.com reserves the right to modify this Policy at any time, with modified terms posted on the Website and effective immediately upon posting.

2 Eligibility for Refunds and Returns

A User may request a refund or return only if the following conditions are met:

Time Limit: The request is submitted within 30 calendar days of the User’s receipt of the product (the “Return Window”). The Return Window begins on the date the User signs for the shipment (as confirmed by the Shipping Partner’s tracking information) or, if no signature is required, the date the Shipping Partner marks the shipment as “delivered.”

Product Condition: For returns, the product must be in its original, unused, and undamaged condition. This means: (a) the product has not been opened, used, installed, or modified in any way; (b) all original packaging, tags, labels, and accessories (such as manuals, cables, or warranty cards) are intact and included with the returned product; (c) there are no signs of wear, scratches, stains, or damage to the product or its packaging. For refunds requested due to product defects, the defect must be present at the time of delivery and not caused by the User’s misuse, neglect, or improper handling.

Eligible Product Types: Most products sold through the Website are eligible for refunds or returns, with the following exceptions (the “Non-Eligible Products”):

Custom-made or personalized products: Products designed or modified according to the User’s specific requests (such as engraved jewelry, custom-sized furniture, or products with printed logos or text) are not eligible for return or refund, unless the product has a manufacturing defect that renders it unfit for its intended use.

Perishable products: Products with a limited shelf life (such as beauty products with expiration dates, food items, or plants) are not eligible for return or refund, unless they arrive expired, spoiled, or contaminated.

Hygiene products: Items that come into direct contact with the body (such as skincare products, makeup, underwear, or swimwear) are not eligible for return or refund if their packaging has been opened, due to health and safety concerns.

Digital products: Non-physical products (such as e-books, software downloads, or digital gift cards) are not eligible for refund or return once they have been accessed or downloaded.

3 Reasons for Refunds and Returns

msrvdfs.com will approve refund or return requests only for the following specific reasons:

Product Defects: The product has a manufacturing defect, functional failure, or material flaw that prevents it from working as described. Examples include a laptop that fails to power on, a shirt with a torn seam, or a kitchen appliance that does not perform its intended function. To prove a product defect, the User must provide clear photos or videos of the defect, along with a detailed description of the issue.

Incorrect Product Delivery: The User receives a product that is not the product they ordered (e.g., the User ordered a red dress but received a blue shirt) or a product with incorrect specifications (e.g., the User ordered a size 10 shoe but received a size 8 shoe). In such cases, the User must provide photos of the received product and its packaging, along with a copy of the Order Confirmation showing the correct product details.

Damaged During Transit: The product is damaged during shipping (e.g., a glass vase arrives broken, a electronic device’s screen is cracked) due to inadequate packaging or handling by the Shipping Partner. The User must report transit damage within 48 hours of receiving the shipment and provide photos of the damaged product, the shipping packaging, and the Shipping Partner’s delivery receipt.

Product Not As Described: The product’s actual characteristics (such as material, color, size, weight, or functionality) differ significantly from the description provided on the Website. This does not include minor variations due to manufacturing tolerances or display settings (e.g., slight color differences between the product and the Website image). The User must provide side-by-side photos of the product and the Website description, highlighting the discrepancies.

Requests for refunds or returns based on personal preferences (such as “change of mind,” “did not like the product,” or “ordered the wrong size by mistake”) will not be approved, unless msrvdfs.com is running a special promotion that explicitly allows such returns (details of which will be clearly stated in the promotion terms).

4 Refund and Return Process

To request a refund or return, the User must follow these steps:

Submit a Request: Log in to the User’s Account on msrvdfs.com, navigate to the “My Orders” section, select the relevant Order, and click “Request Refund/Return.” Complete the online request form, providing the following information: (a) Order number; (b) Product name and SKU (stock keeping unit) number; (c) Reason for the request (select from the eligible reasons listed in Section 3); (d) Supporting evidence (upload photos, videos, or documents as required); (e) Preferred resolution (refund or replacement).

Await Approval: msrvdfs.com’s customer service team will review the request within 3 business days of submission. The team may contact the User for additional information if needed. If the request is approved, the User will receive a Return Authorization Email containing: (a) a unique Return Authorization Number (RAN); (b) msrvdfs.com’s return warehouse address (located in Hong Kong for international returns); (c) instructions for packaging and labeling the returned product; (d) details of the Shipping Partner to use for the return (msrvdfs.com will specify a preferred Shipping Partner to ensure tracking and delivery confirmation). If the request is denied, the User will receive an email explaining the reason for denial, with an option to appeal if the User believes the decision was made in error.

Ship the Product: The User must ship the product to the specified return warehouse within 7 calendar days of receiving the Return Authorization Email. The product must be packaged securely to prevent damage during transit, and the RAN must be clearly marked on the outer packaging (failure to include the RAN may result in delays or rejection of the return). The User is responsible for paying the return shipping fee, unless the return is due to a product defect, incorrect delivery, or transit damage (in which case msrvdfs.com will reimburse the return shipping fee upon receipt and verification of the returned product). The User must retain the return shipping receipt and tracking number for proof of shipment.

Product Inspection: Upon receiving the returned product, msrvdfs.com’s warehouse team will inspect it within 5 business days to verify compliance with the eligibility conditions (such as product condition, presence of original packaging, and alignment with the stated reason for return). The team will document the inspection results with photos if necessary.

Process the Resolution:

For refunds: If the inspection confirms eligibility, msrvdfs.com will initiate the refund within 2 business days. The refund will be issued to the original payment method used for the Order. The time it takes for the refund to appear in the User’s account depends on the payment provider: credit card refunds typically take 5 to 10 business days, PayPal refunds take 3 to 5 business days, and bank transfer refunds take 7 to 14 business days. The refund amount will include the full product cost and the original shipping fee (if the return is due to a product defect, incorrect delivery, or transit damage); for other eligible returns, the refund amount will include the product cost but not the original shipping fee.

For replacements: If the User requested a replacement and the inspection confirms eligibility, msrvdfs.com will ship the replacement product within 3 business days of inspection. The replacement product will be shipped using the same shipping method as the original Order, and the User will not be charged additional shipping fees. msrvdfs.com will send a shipping confirmation email with a tracking number once the replacement is dispatched.

5 Exceptions and Limitations

Late Requests: Requests submitted after the 30-day Return Window will not be processed, unless the User can provide evidence of extenuating circumstances (such as a medical emergency or a delay in receiving the shipment due to customs issues) that prevented them from submitting the request on time. Such exceptions are granted at msrvdfs.com’s sole discretion.

Incomplete Returns: Returns that do not include all original packaging, tags, or accessories, or that have missing or illegible RANs, may be rejected or subject to a 20% restocking fee (deducted from the refund amount). msrvdfs.com will notify the User if a restocking fee applies and provide an opportunity to resolve the issue before processing the refund.

Lost or Damaged Returns: If the returned product is lost or damaged during return shipping (as confirmed by the Shipping Partner’s tracking information), the User will be responsible for the loss, and msrvdfs.com will not issue a refund or replacement. The User is advised to use a shipping method with tracking and insurance for high-value products (products with a value over $200).

Refund Adjustments: If the User used a discount code, coupon, or gift card to purchase the product, the refund amount will be adjusted to reflect the actual amount paid by the User (i.e., the product price minus the discount or gift card value). Discount codes or gift cards used for the original Order will not be reissued unless the return is due to a product defect, incorrect delivery, or transit damage.