Refund & Return Policy
Welcome to our Refund & Return policy page. At I Feel Human, your satisfaction is our top priority. We understand that sometimes, despite our best efforts, a product may not meet your expectations or requirements. That’s why we have established this comprehensive policy to make the process of refunding and returning a purchase as smooth and transparent as possible. We believe in providing our valued customers with a hassle-free experience, ensuring that you can shop with confidence, knowing that your concerns will be addressed promptly and fairly. It is crucial that you get yourself acquainted with the details of our Refund & Return policy, and if you have any questions or require further assistance, our dedicated Customer Support team is here to assist you every step of the way. Thank you for choosing I Feel Human, where your contentment is our commitment.
Overview
Our Refund & Return policy has been designed to ensure that our customers undergo a cheerful and memorable experience with every purchase. Please take a moment to familiarize yourself with the key provisions outlined below:
(a) Initiating a claim: All refund and return claims must be made within 3 days of receiving your product. Unfortunately, we will not be able to accept claims beyond this deadline.
(b) Required documentation: To expedite the resolution process, customers are required to provide clear photos of the damaged or defective product when submitting a claim. These images help us assess the issue quickly and accurately.
(c) Insufficient photo evidence: In some cases, photos alone may not be sufficient to verify the damage or defect. If requested, please be prepared to upload a video demonstrating the issue to support your claim. This additional step ensures a fair assessment and timely resolution.
(d) Product eligibility: Please note that our policy covers damaged or defective products only. We cannot accept returns or refunds for products that are not in their original condition or have been used. For gaining more knowledge on the eligibility criteria for refund and return of products, kindly read the “Eligibility Cases” section of this policy.
(e) Refund process: Once your claim is approved, we will process your refund promptly. Please allow for a reasonable processing time, and be aware that the method of refund may vary depending on your original payment method.
Eligible Cases
Our Refund & Return policy is applicable to the following cases only.
Delayed Orders
In case the customer has not received the ordered item after 100 days of dispatch, the order will be considered as delayed. Subsequently, one shall become eligible for a full refund, no questions asked!
Note: Sometimes, it may happen that the order will have arrived at the local post office located near the address provided by the customer and may be pending because of insufficient address or contact details, unclaimed package, etc. It will be much more convenient for the customer to contact or visit the local post office before raising a refund request.
I Feel Human will not deal with refunds or resend the product if the tracking information shows the order is delivered.
Orders Not Received
If the customer does not receive the ordered package, a non-delivery certification issued by the local post office with official seal is necessary.
Note: The local distributor will attempt delivery 1-3 times according to the actual situation. If the package is still not claimed during the delivery period, it will be returned to the local post office for storage for 3-7 days. Meanwhile, the customer will have to pick up the package by themselves. Otherwise, the product will be returned to our logistics partner.
Again, I Feel Human will not deal with refunds or resend the product if the tracking information shows the order is delivered.
Damaged Products
I Feel Human offers a full refund or replacement if product arrives in damaged condition (except for those with minor thread issues, slight wrinkles, small scratches, etc.).
For damaged products, customers can complain or open a dispute within 3 days of product delivery.
For damaged packaging boxes, I Feel Human will not be able to offer any refunds or other after-sale services due to the associated long-distance international delivery.
Incorrect or Missing Products
In the event of receiving an incorrect product, it is imperative that the items received exhibit a substantial deviation from the product’s original listing description and photographs. To facilitate a resolution, we may request the buyer to furnish us with appropriate documentation demonstrating that the received item indeed significantly differs from what was expected. Herein, we present several illustrative scenarios that meet the criteria of an “incorrect product.”
(a) First and foremost, discrepancies in essential attributes such as color, model, version, or size qualify as grounds for an incorrect product claim. For instance, if you placed an order for a vibrant red handbag but received one in a starkly different hue, e.g. blue, it is evident that the product does not conform to the description or visual representation provided at the time of purchase.
(b) Another pertinent circumstance pertains to variations in design or materials. Suppose you were promised a modern leather chair, but upon unwrapping, you discover a chair crafted from a different material or exhibiting a design dissimilar to the one showcased in the listing. Such a case would fall under the category of an incorrect product.
(c) Quantity is also an essential factor. Should you have purchased three identical items and only received two, this discrepancy in the quantity received in comparison to the quantity paid for signifies an incorrect product situation.
(d) The assurance of authenticity is of utmost importance, particularly for items wherein product genuineness is paramount. If a product was explicitly advertised as “authentic,” but an investigation reveals it to be a counterfeit or imitation, this represents a clear case of receiving an incorrect product.
(e) Furthermore, the misrepresentation of an item’s condition can lead to an incorrect product scenario. For instance, if an item is described as “new” but shows signs of prior use or wear upon arrival, the misalignment in condition representation is a valid reason to initiate a claim for an incorrect product.
In each of these aforementioned scenarios, we are resolutely committed to rectifying the situation promptly and to your satisfaction. We acknowledge the importance of a seamless and trustworthy online shopping experience, and as such, we pledge to address any discrepancies in a responsible and timely manner. Your contentment is our utmost priority, and we are here to make certain that you receive precisely what you ordered and paid for.
I Feel Human will deal with incorrect or missing products as follows:
(a) For incorrect products, we offer a full refund or replacement.
(b) For products with wrong color or size (which doesn’t affect product function), we offer a refund or resend the correct product if you provide photos or videos supporting your claim.
Note: For size related issues, kindly measure the product according to the correct measurement method and provide us with a picture of the same. Our Customer Support team will then get in touch with you as soon as possible.
(c) For missing parts, (which do not affect product function), we offer a conditional / partial refund or resend the missing part. For missing parts (which affect product function), we resend the product only.
(d) For accessories, we will resend the accessories.
Orders Cancellation
For orders cancellation, I Feel Human offers a full refund before the products have been processed by our logistics partner.
Ineligible Cases
Our Refund & Return policy is not applicable to the following cases.
Deadline Completion
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
Note: Dispute will be closed automatically if no response is received from your end for seven consecutive days.
Force Majeure
I Feel Human takes no responsibility for any product damaged or shipping delay caused by the act of god, including, but not limited to, epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection, etc. However, we shall notify you via email.
Order Returns
We do not accept refund and return requests for products which do not meet the eligibility criteria due to the high international shipping costs involved. Also, most of the returned items tend to get lost or broken during transportation.
Digital Products
We do not accept refund and return requests for digital products.
Need Help?
Use the contact form provided below to reach us if further clarification is required regarding our Refund & Return policy.