Last Updated: March 18, 2026

Company Name: 湖北省咏故璞商贸有限公司

Company Address: 湖北省黄冈市罗田县凤山镇三里桥社区三里桥巷24号1幢2单元3层301室（自主申报）

Legal Representative: Yang Hongpeng

Unified Social Credit Code: 91421123MAK54Y23X8

Phone Number: +86 15083562544

Email: service@mail.futbed.com

Return and Exchange Policy

Applicability and Agreement Confirmation

These Consumer Purchase Terms and Conditions (hereinafter referred to as "Terms") constitute a legally binding agreement between you and Futbed, applicable to transactions related to the purchase of all-category department store products from our Australian store through Futbed channels. By placing an order, making a payment, or accepting delivery through Futbed, you signify that you have carefully read, fully understood, and completely agreed to all the contents of these Terms and voluntarily comply with all stipulated rules.

If you disagree with any content in these Terms, please do not proceed with purchasing products from our store. In case of disputes arising from the performance of these Terms, both parties agree to prioritize resolution through friendly negotiation. If negotiations fail, the matter will be submitted for arbitration as per the Terms.

Core Customer Service and Basic Order Information

To facilitate timely handling of cancellations, returns, and inquiries, we hereby disclose the core basic information of our store. All business transactions must adhere to the following timelines and contact rules:

Official Customer Service Email: service@mail.futbed.com. All cancellation requests, return inquiries, and feedback must be submitted via this email. We will respond during working hours.

Customer Service Working Hours: Monday to Friday, 9 AM to 6 PM (UTC+8:00). Inquiries and order processing during weekends and Chinese public holidays will be postponed to the next business day.

Order Processing and Delivery Rules: Upon receiving your full payment, the company will review and process orders within 1-2 business days and arrange for shipment (business days refer to Monday through Friday, excluding Chinese public holidays); standard orders are delivered within 5-7 business days after shipment.

General Cancellation and Return Prerequisites

Important prerequisite notice: All order cancellations and product return requests must be submitted in advance via the official customer service email at service@mail.futbed.com. Execution is only permitted after obtaining written approval (email confirmation) from Futbed.

Any cancellation request without written approval will be directly rejected, and the order will proceed with normal shipping and delivery without suspension.

Any unauthorized returns without written consent will be refused and sent back to you. All related costs, such as round-trip shipping and storage fees, are your responsibility, and our store does not assume any losses.

Cancellation Rules by Scenario

(a) Cancellation Before Transport Label Creation

If your order has been paid but no transport label has been created and it is pending shipment review, upon submission of a cancellation request and receipt of written approval, we will issue a full refund without applying any fees. The refund will follow the standard refund process.

(b) Cancellation Before Shipment (Transport Label Created)

If a transport label has been created for your order but it has not yet been dispatched (the warehouse has not handed it over for delivery), upon submission and approval of a cancellation request, we will issue a refund minus a fee equating to 10% of the original order price. This fee covers costs related to order review, packaging preparation, and label creation. The remaining amount will be refunded accordingly.

(c) Cancellation After Shipment

Once an order has been dispatched from the warehouse and handed over for transportation, package interception en route is not possible. You can choose one of two options: refuse the package upon delivery or accept the package and then contact us via email to request a special return shipping label.

Upon return of the package to our store and verification that the product is undamaged, unused, and in complete packaging, we will process a refund, deducting a restocking fee equal to 20% of the original order price to cover shipping, storage sorting, and second-sale loss costs.

(d) Cancellation After Delivery (Package Unopened)

Within 14 calendar days post-delivery, if you wish to cancel due to personal reasons and the package remains unopened, unused, and intact, you must submit a cancellation request via email along with clear photo and video evidence of the package in its original, unopened condition. Once approved, follow instructions to contact the original delivery company for a return.

The cost of return shipping is your responsibility. Upon successful return and verification of the package, a refund will be processed, deducting a restocking fee equal to 20% of the original order price. Requests for cancellation after 14 calendar days post-delivery will generally not be accepted.

Product Return Related Rules

(a) Product Quality Defects/Minor Stain Handling Rules

After receiving the package, you must conduct a comprehensive inspection within 7 days to check for defects, stains, damage, or issues such as wrong or missing items.

If minor defects or stains are found, you must contact us within the 14-day warranty period via customer service email, providing clear photos, videos, and order information. We will promptly offer solutions such as issuing coupons, resending parts, or partial refunds.

Issues reported beyond the 14-day warranty period are deemed as wear and tear caused during personal use or storage, and our store will no longer assume warranty or compensation responsibilities.

Note: Minor defects and stains are reasonable occurrences due to production processes and long-distance transportation, which do not affect normal product functionality. If you cannot accept such minor issues, please refrain from opening or using the product and immediately contact us with the product in complete original packaging for related procedures.

(b) Non-Quality Reason Return Post-Use

Within 30 calendar days post-delivery, if you wish to return a product for non-quality-related reasons (including but not limited to personal disinterest, size mismatch, style preference, or refusal to accept minor defect compensation), the following conditions must be met for processing:

Submit a return request in advance via email, providing complete photos and videos demonstrating that the product is in new condition, with no obvious signs of use, wear, stains, complete accessories, and packaging identical to the original.

Obtain written return approval from our store and independently contact the original delivery company to return the product, bearing all return shipping costs and risks of damage or loss during transportation.

Non-quality reason returns submitted beyond 30 calendar days post-delivery will not be accepted.

Upon successful return and inspection of the product, a refund will be processed, deducting a restocking fee equal to 25% of the original order price, which covers transportation loss, product sorting, and secondary sales inspection costs.

(c) Non-Returnable Product Range

Certain product categories are non-returnable unless extreme quality issues are present and approved by our store in writing. These include, but are not limited to:

Custom-made order products (specifically tailored to individual needs, non-standard models)

Used, second-hand, visibly used, worn, stained, or missing accessory products

Clearance, special offer, promotional items (products labeled "non-returnable" on the order page)

Should such products show extreme quality issues, contact customer service immediately to submit a specific application. Approval and handling will follow a special process.

Refund Related Rules

Refund Timeline: Under normal circumstances, once we receive the returned product and complete inspection, or confirm direct refund eligibility, the refund review and processing will occur within 7 business days.

Refund Delay Explanation: Refunds may experience slight delays due to bank processing times, payment channel differences, holidays, etc. If you do not receive a refund within the expected timeframe, contact us via customer service email with your order number, payment proof, and other relevant documents for assistance in checking and following up.

Refund Deductions: All refunds will be subject to corresponding scenario-specific deductions such as processing fees, restocking fees, etc. Return shipping fees (if not caused by our store's fault) will not be refunded.

Important Notes

Prohibition of Unapproved Package Refusals: Do not refuse packages from FedEx, UPS, or other partnered delivery services without contacting us and obtaining return approval; otherwise, all resulting costs, including round-trip shipping, package loss, or damage, are your responsibility. To return an item, accept the package first, then apply for a return shipping label via email and follow official guidelines.

Definition of Business Days: All references to business days within these Terms refer to Monday through Friday, excluding Chinese public holidays. Applications, processing, and refunds during holiday periods will be deferred to the next business day.

Evidence Retention: Preserve all order information, package photos, videos, communication emails, etc., for rapid processing in cases of cancellation, returns, or quality issues.

Packaging Requirements: All returned products must be properly repackaged in their original condition to avoid damage during transportation. Otherwise, our store reserves the right to refuse refunds or deduct corresponding damage fees.

Futbed retains the final interpretation rights of these Terms and reserves the right to adjust the contents based on operational circumstances. Adjusted terms will be publicly announced through official channels and apply to all subsequent orders once effective.

Return and Exchange Address：湖北省黄冈市罗田县凤山镇三里桥社区三里桥巷24号1幢2单元3层301室（自主申报）