Return and exchange policy

I. Scope and Duration of the Policy

1. Domestic customers: You have a 7-day right to return or exchange goods starting from the day after you sign for the goods.
2. Overseas customers: You are entitled to a 30-day return and exchange period starting from the day after you sign for the goods. You need to contact us through the customer service email within 30 days to initiate the application. The subsequent return process will be completed within a reasonable time after our confirmation.
3. All return and exchange requests are based on the time you successfully submit a customer service request or email.

II. Acceptable Return and Exchange Conditions

Slime is a special product. To ensure the hygiene and safety of all customers, it cannot be resold after opening. Products must meet all of the following conditions to be accepted:

1. Product Condition: The slime body is unused and untouched, and its texture, color, and capacity are not significantly different from when it was shipped. (If you believe the product is defective upon receipt, you must send photos via email or Instagram for customer service to handle the matter.)
2. Packaging intact:
• Inner packaging: Original can/box, sealed tightly, with no leakage.
• Outer packaging: The original outer packaging of the product (such as a gift box) is intact.
Special Provisions: To ensure product hygiene, if the product is covered with disposable heat-shrink film, it cannot be returned or exchanged once torn or damaged. Therefore, if the product is incorrect or damaged, please keep the entire shipment sealed tightly and do not tear it open yourself.
3. Complete accessories: All accompanying accessories (such as decorations, tools), instruction manuals, gifts, etc., shall be returned together.
4. Proof of purchase: Please provide a valid order number or proof of purchase.

III. Cases of Returns and Exchanges That Cannot Be Accepted

Due to considerations of handmade products and personal hygiene, returns and exchanges cannot be processed in the following situations:

1. If any of the conditions listed in Article 2 of this policy are not met, especially if the heat shrink film has been torn off.
2. Dissatisfaction caused by customer personal preferences (such as slight differences in smell, color and screen display) or non-quality issues.
3. Changes in texture, drying, or deterioration caused by improper storage (such as exposure to extreme temperatures) or use by the customer.
4. Any product that has been used, played with, mixed, or modified.

IV. Return and Exchange Process

Step 1: Contact Customer Service · Please send an email to yumeislime@gmail.com and provide your order number, product name, problem description and relevant photos/videos.
Our customer service will reply to you within 2 business days and inform you whether the application has been accepted and the subsequent steps.
2. Second step: Return the goods (if necessary)
For accepted returns, customer service will provide a designated return address.
• Please be sure to use a traceable shipping method (such as SF International, DHL, EMS) and bear the return shipping cost yourself.
• Important: To ensure safe transport, please seal the slime container tightly and we recommend using bubble wrap or other protective materials to prevent leakage during transport. We will not be able to issue a refund if the slime is contaminated or damaged during transport due to improper packaging.
3. Third step: Acceptance and processing. After receiving the returned goods, we will inspect them within 3-5 business days.
Once the verification is successful, we will process your refund within 5-7 business days using the original payment method. International refunds may take additional time due to bank processing.
• If you need to exchange the item, we will arrange for a reshipment after confirmation. The shipping cost details will be discussed with you by customer service.

V. Shipping Costs and Refund Policy

1. Responsibility for shipping costs:
• For quality issues (such as missing or incorrect items, or items spoiling before being opened under normal storage): We will cover the one-way shipping cost for this return (based on our designated courier and standard).
• No-reason return or exchange for non-quality issues: You will need to bear all round-trip shipping costs (including the cost of sending the new product to you).
2. Refund Amount: The refund amount will be the actual amount paid for the goods. Any used coupons, points, or discounts from promotional events will be calculated proportionally and may not be fully refundable.

VI. Disclaimer

1. YumeiSlime products are handmade, and there may be slight differences in color and texture between each batch. This is not a quality issue, but rather a reflection of their uniqueness.
2. We are not responsible for any indirect losses caused by uncontrollable factors such as international shipping delays or customs seizures.

VII. Contact Us

If you have any questions about this policy, please feel free to contact us through the following methods:

Customer service email: yumeislime@gmail.com
• Service hours: Monday to Friday, 10:00 - 18:00 (UTC+8)