Refund policy

At estocura, we prioritize product quality and customer shopping experience above all else. If your purchased items fail to meet your expectations or encounter abnormal issues, you are entitled to initiate return and refund applications following the official specifications outlined below.

1. Qualified Return & Refund Scope

We provide a 90-day valid return window, which takes effect from the date you receive your parcel. The qualified return scenarios cover the following situations:
  • Items with quality defects, including damaged products, factory flaws, and goods with missing parts or accessories.
  • Products that have substantial deviations from the textual descriptions, pictures and parameter information displayed on our official website.
  • Order fulfillment errors, including wrong item delivery or missing goods in your confirmed order.
  • Returns initiated due to personal preference, on the premise that the items remain unopened, unused, fully intact with original packaging and eligible for secondary sales.
Special Industry Exclusion Rule: Food products, intimate clothing and hygiene goods are non-returnable and non-exchangeable under normal circumstances. Only defective products of the above categories support after-sales return and refund services.

2. Standard Application & Processing Procedure

To apply for return and refund service, please submit your application via our dedicated customer service email: service@estocura.com. Please standardize your email subject as: “Refund - Order No. #XXX”.
Your application email must contain complete supporting materials, including your exclusive order number, valid contact phone number, detailed return reason, photographic or video evidence (if applicable), and corresponding payment account details.
Our professional after-sales team will conduct a comprehensive review of your application promptly. Once your request is approved, we will send you detailed return operation guidelines and address information.
All valid return applications approved within the 90-day valid period enjoy complimentary return shipping service covered by our platform. After we receive and inspect the returned commodities to confirm compliance with return standards, the refund amount will be returned through your original payment channel.

3. Policy Terms & Restriction Rules

  • All return applications must be formally submitted within 90 days after the customer receives the goods.
  • Items returned for personal reasons must be kept in original packaging and brand-new unused condition.
  • Pure subjective dissatisfaction, including inconsistent personal expectation, minor color difference and individual preference differences, is not supported for refund or return.
  • Returns caused by personal reasons will be subject to deduction of the original outbound shipping fee.
  • We reserve the right to reject overdue return applications or returns of non-resalable goods, or charge a 30% restocking fee for non-compliant return requests.

4. Consultation & Dispute Settlement Channel

For any inquiries, doubts or disputes regarding return and refund services, please contact our official support team via email: service@estocura.com. We will process and reply to your issues in the fastest possible time. For unresolved disputes, both parties may solve the problem through third-party institutional mediation or formal legal procedures.