Refund policy

Skyfling (website domain: skyfling.com, hereinafter referred to as "we") is committed to providing users with high-quality grocery products and shopping experiences. If you are dissatisfied with or discover a problem with the product after receiving it, you may request a refund in accordance with this policy. Please carefully read the following terms before applying to ensure a smooth refund process.
Refunds are only available in one of the following circumstances, and different application deadlines apply depending on the scenario:
Product Quality Issues: If the groceries you received are damaged, missing, or malfunctioning (such as a broken storage box buckle or cracked tableware), you must apply within 7 days of receipt and provide photos/videos of the problem as proof.
Product Not as Described: If the product you received significantly differs from the description on the website in terms of size, color, or material (e.g., "cotton and linen" fabric is actually synthetic), you must apply within 5 days of receipt and provide relevant evidence comparing the product to the description. Wrong/Missing Items: If the item you received is not the style or specification you ordered, or if an item in your order is missing, you must apply for a refund within 3 days of receipt and provide the shipping label and photos of the items you received.

Personal Returns and Refunds: Requests for refunds due to personal preferences, changes in needs, or other non-product-related issues must meet the following conditions: the item must be unopened, unused, and not resalable (e.g., intact packaging for stickers or unopened cleaning supplies). Applications must be made within 48 hours of receipt, and you will be responsible for the return shipping costs. Note: For hygiene and safety reasons, refunds for specialty items such as food and personal items (e.g., towels and protective masks) are not available for personal reasons, except for quality issues.
You can apply for a refund by following the steps below. You can check the progress of the entire process through our customer service email:
Submitting your application: Send an email to our official customer service email address service@skyfling.com with the subject line "Refund Request - Order Number XXX." The body of your email should include: order number, phone number where you placed the order, reason for refund, proof of product issue (photo/video), and your payment account information (bank card number/Alipay account with corresponding name).
Review and Confirmation: We will review your application within one business day after receiving your email and provide you with the results via email. If approved, we will inform you of the return requirements (such as specifying a return address). If unsuccessful, we will provide you with the specific reasons (such as insufficient documentation or application deadline).
Return and Verification: If you require a return (we cover return shipping costs for quality issues, and you cover return shipping costs for personal reasons), please ship the product after receiving the approval notification. Upon receipt of the returned product, we will verify the product status within one business day and initiate the refund once we confirm that it is correct.
Refund Receipt: The refund amount will be refunded to your original payment method and payment time will be subject to the payment platform's regulations. After the refund is received, we will send you a notification via email.
Refunds will not be accepted or may be subject to applicable fees. Please be careful to avoid the following situations:
Exceeding the application deadline: Refund requests submitted within the timeframe specified in Section 1 of this policy will not be accepted. We will only provide repairs (such as repairable household gadgets) or exchanges (with a price difference).
Products that affect resale: If the product is unpacked, shows obvious signs of use, or is damaged (such as stickers or deformed storage boxes) due to personal reasons, refunds will not be accepted, even within the application deadline. If a return is forced, we reserve the right to refuse the product or deduct 30% of the purchase price as a loss fee.
Subjective discrepancies: Requests for refunds based solely on subjective reasons such as "the product was smaller/larger than expected," "slightly different color (not a quality issue)," or "personal incompatibility" do not meet the refund requirements. We recommend carefully reviewing the product details or contacting customer service before placing an order. Shipping Fee Deduction: If you request a refund for personal reasons and the product has already been shipped, we will deduct the shipping fee we paid (the specific amount is based on the shipping fee information in the order logistics information) before refunding the remaining amount.
If you disagree with the refund review or encounter any issues during the refund process, you can contact us through the following channels:
Official Customer Service Email: service@skyfling.com
We will contact you within one business day of receiving your feedback to verify the situation and provide a solution. If you and your party cannot reach an agreement, we may pursue a third-party mediation platform or legal action.