Return & Refund Policy

Last Updated: September 22, 2026

Thank you for shopping with Fixlentra. We want you to be satisfied with your purchase and have made our return and refund process as clear and straightforward as possible.

This Return & Refund Policy applies to purchases made directly through www.fixlentra.com.

Fixlentra is operated by Yulong Xiantiaohao Trading Co., Ltd.

By placing an order through our website, you acknowledge that you have read and agreed to this Return & Refund Policy.

1. 30-Day Return Policy

We accept eligible return requests made within 30 calendar days from the date your order is delivered.

To be eligible for a standard return, the item must generally:

• Be returned within the applicable return period;

• Be unused, unworn, unwashed, and in substantially the same condition in which you received it;

• Be free from damage, stains, odors, alterations, or signs of improper use;

• Include, where reasonably possible, the original packaging, accessories, manuals, parts, labels, and other items supplied with the product; and

• Be accompanied by valid proof of purchase or the relevant Fixlentra order number.

Reasonable inspection of a product does not affect any rights you may have under applicable consumer protection laws.

Items that do not meet the applicable return requirements may be refused or, where permitted by law, may qualify only for a partial refund reflecting any reduction in value.

Please contact us before returning any product.

2. How to Request a Return

To start a return, please contact our customer support team at:

Email: support@fixlentra.com

Please include the following information in your request:

• Your full name;

• Your order number;

• The product(s) you wish to return;

• The reason for the return; and

• Photos or videos where the product is damaged, defective, incorrect, or otherwise not as expected.

After reviewing your request, we will provide return instructions and, where applicable, the authorized return address and return shipping information.

Please do not send a return to our company registration address unless we specifically instruct you to do so.

Our registered business address may not be the same as the warehouse or return processing facility responsible for your order.

Returns sent without prior authorization or to an unauthorized address may experience delays and may not be accepted.

Once a return has been approved, please send the product back within 14 days of receiving our return instructions, unless we provide a different deadline or applicable law requires otherwise.

3. Return Shipping Costs

Returns Due to Change of Mind

If you return an eligible product because you changed your mind, ordered the wrong item, no longer need the product, or for another reason not caused by Fixlentra, you will normally be responsible for the return shipping cost, unless applicable law provides otherwise.

Original shipping charges are generally non-refundable for change-of-mind returns, except where reimbursement is required by applicable consumer law.

We strongly recommend using a trackable shipping method when returning a product at your own expense.

Damaged, Defective, or Incorrect Products

If we confirm that an item arrived damaged, defective, materially different from its description, or that we sent you the wrong product, Fixlentra will be responsible for reasonable return shipping costs.

Depending on your location and the circumstances, we may:

• Provide a prepaid return shipping label;

• Arrange another return method;

• Reimburse reasonable authorized return shipping costs; or

• Determine that a return is unnecessary and provide another appropriate resolution.

Please do not pay for an expensive return shipping method without first receiving our authorization, as unauthorized shipping costs may not be reimbursed.

4. Damaged or Defective Items

Please inspect your order as soon as reasonably possible after delivery.

If your item arrives damaged or appears defective, contact us at support@fixlentra.com within 14 days of delivery.

Please include:

• Your order number;

• A description of the problem;

• Clear photographs of the damaged or defective product;

• Photographs of the packaging, where relevant; and

• A short video showing the defect where photographs alone cannot reasonably demonstrate the issue.

Please keep the item and all original packaging until we have reviewed your claim and provided further instructions.

After reviewing the evidence, we may offer, as appropriate:

• A replacement;

• A full refund;

• A partial refund;

• Replacement parts; or

• Another remedy required by applicable law.

Nothing in this section limits any statutory warranty or consumer rights available to you under applicable law.

5. Incorrect Items

If you receive an item that is different from the product you ordered, please contact us at support@fixlentra.com within 14 days of delivery.

Please provide your order number and photographs clearly showing the item received.

Once verified, we will arrange an appropriate solution, which may include sending the correct item, providing return instructions, or issuing a refund.

Fixlentra will cover reasonable return costs where the incorrect item was sent due to our error.

6. Missing Items

Some orders may be shipped in more than one package and may arrive separately.

If part of your order appears to be missing, please first check your shipping confirmation and tracking information to determine whether your order was divided into multiple shipments.

If all packages have been delivered and an item is still missing, contact us at:

support@fixlentra.com

Please include your order number and identify the missing item.

We will investigate the matter and, where appropriate, arrange a replacement or refund.

7. Lost or Undelivered Packages

If your order has not arrived within the expected delivery period, please contact us so that we can review the tracking information and investigate with the relevant shipping provider.

A package may occasionally be delayed due to customs processing, carrier delays, severe weather, incorrect address information, or other circumstances outside our reasonable control.

Where a shipment is confirmed to have been lost in transit before successful delivery, we will provide an appropriate remedy, such as a replacement or refund, subject to the circumstances and applicable law.

Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, please:

1. Check around the delivery location;

2. Ask household members, neighbors, building management, or reception staff;

3. Check for any notice left by the carrier; and

4. Contact the carrier where appropriate.

If the package still cannot be located, please contact us as soon as possible at support@fixlentra.com so we can review the situation.

8. Non-Returnable Items

Unless required otherwise by applicable law, the following items may not be eligible for a change-of-mind return:

• Items returned after the applicable return period;

• Products that have been materially used, damaged, altered, modified, or improperly installed after delivery;

• Products missing significant components, accessories, or parts;

• Customized, personalized, or made-to-order products;

• Gift cards or other non-physical stored-value products;

• Items clearly identified as “Final Sale” or non-returnable before purchase, where such exclusions are legally permitted;

• Perishable goods; and

• Sealed goods that are not suitable for return for health or hygiene reasons after the seal has been broken, where such an exception is permitted by applicable law.

This exclusion does not apply where an item is defective, damaged, incorrectly supplied, or otherwise covered by mandatory consumer protection rights.

If you are unsure whether your item can be returned, please contact support@fixlentra.com before sending it back.

9. Food-Contact and Kitchen Products

Some Fixlentra products are intended for kitchen or food-related use.

For health and hygiene reasons, products that have been used with food or otherwise materially used may not be accepted for a change-of-mind return where applicable law permits such a restriction.

However, defective, damaged, or incorrectly supplied products remain subject to the remedies available under this policy and applicable law.

10. Exchanges

If you would like to exchange a product, please contact us at support@fixlentra.com.

Exchange availability depends on product inventory and your location.

In some cases, the fastest way to receive another product is to return the eligible item for a refund and place a new order separately.

If the exchange is necessary because we sent an incorrect or defective product, we will cover reasonable shipping costs associated with correcting the issue.

For voluntary exchanges, customers may be responsible for return shipping and any shipping charges associated with the replacement order, unless otherwise required by law.

11. Sale, Promotional, and Bundled Items

Unless a product is clearly marked as “Final Sale” or otherwise identified as non-returnable before purchase, eligible sale and promotional products may generally be returned under this policy.

For products purchased as part of a bundle, multi-buy promotion, “buy one, get one” promotion, or similar offer, the amount refunded may be adjusted to reflect the promotional pricing actually paid.

If returning only part of a promotional order causes the remaining products to no longer qualify for the original promotion, the refund may be recalculated accordingly where permitted by law.

12. Refund Process

Once your authorized return is received, we will inspect the returned product.

We aim to complete the inspection and process an approved refund within approximately 3–5 business days after receiving the return.

If your return is approved, the refund will normally be issued to the original payment method used for the purchase.

After a refund has been issued by Fixlentra, it may take approximately 5–10 business days for the funds to appear in your account, depending on your bank, card issuer, payment provider, and country.

These banking processing times are outside our control.

If more than 10 business days have passed after we confirm that your refund was issued, please first contact your bank or payment provider. You may also contact us at support@fixlentra.com for assistance.

13. What Is Included in a Refund?

For an approved standard change-of-mind return, the refund will generally cover the amount paid for the returned product, including applicable product taxes where appropriate.

Unless otherwise required by applicable law:

• Original shipping or delivery charges are not refunded for voluntary change-of-mind returns;

• Express or upgraded shipping charges are generally non-refundable;

• Return shipping costs for voluntary returns are the customer's responsibility; and

• Customs duties, import taxes, brokerage fees, or other charges paid directly to government authorities or third parties generally cannot be refunded by Fixlentra.

If a return is caused by our error, such as an incorrect, damaged, or defective product, we will provide the remedies required under this policy and applicable law.

Where mandatory consumer law requires reimbursement of standard outbound delivery charges, we will comply with that requirement.

14. Partial Refunds

Where permitted by applicable law, a partial refund may be issued if a returned product has suffered a reduction in value because it was handled or used beyond what was reasonably necessary to inspect its nature, characteristics, or function.

Examples may include products that:

• Show significant signs of use;

• Have been damaged after delivery;

• Are missing parts or accessories;

• Have been improperly assembled, installed, or modified; or

• Are otherwise returned in materially different condition from the condition in which they were received.

We will not reduce a refund where doing so would conflict with mandatory consumer protection law.

15. Order Cancellations and Changes

If you need to cancel your order or change your shipping information, please contact us at support@fixlentra.com as soon as possible, preferably within 24 hours after placing your order.

Please include your order number and clearly explain the requested change.

We will make reasonable efforts to accommodate your request, but we cannot guarantee that an order can be changed or canceled once it has entered processing, fulfillment, or shipping.

If your order has already shipped, it normally cannot be canceled. You may instead request a return after delivery in accordance with this policy.

If we successfully cancel an order before fulfillment, any eligible payment already collected will be refunded to the original payment method.

16. Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If you discover an address error, please contact us immediately.

We cannot guarantee that an address can be changed after an order has entered processing or has been shipped.

If a package is returned to us because of an incorrect or incomplete address supplied by the customer, refusal of delivery, failure to collect the package, or another circumstance attributable to the recipient, we may deduct reasonable shipping or return costs from the refund where permitted by law.

Any additional reshipping charges may be the customer's responsibility.

This section does not apply where delivery failed because of an error by Fixlentra or its shipping provider.

17. Refused Packages

Please do not refuse a package solely because you wish to return your purchase unless our customer support team specifically instructs you to do so.

International packages that are refused may be subject to return shipping charges, customs charges, storage fees, or other carrier costs.

Where legally permitted, such reasonable costs may be deducted from the refund if the refusal was not caused by our error.

For the fastest resolution, please accept delivery and contact support@fixlentra.com to arrange an authorized return.

18. Customs Duties and Import Charges

International orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country.

Unless otherwise stated during checkout or required by applicable law, such charges are generally the responsibility of the recipient.

Amounts paid directly to customs authorities, carriers, brokers, or other third parties cannot normally be refunded by Fixlentra.

If a package is returned because customs charges were unpaid or the package was refused by the recipient, reasonable shipping, return, customs, or handling costs may be deducted from any refund where permitted by law.

19. Mandatory Consumer Rights

This policy is intended to provide contractual return rights in addition to any mandatory rights available to consumers under applicable law.

Nothing in this Return & Refund Policy excludes, restricts, or limits any consumer right or remedy that cannot legally be excluded or limited.

If the consumer protection laws applicable to your purchase provide rights that are more favorable than this policy, those mandatory legal rights will apply.

European Economic Area and Other Applicable Jurisdictions

Where applicable law provides a statutory cooling-off or withdrawal right for distance purchases, customers may exercise that right within the legally prescribed period.

For example, consumers covered by European Union distance-selling rules generally have a statutory 14-day right of withdrawal for eligible online purchases, subject to applicable exceptions.

Where required by law, eligible statutory withdrawals may include reimbursement of the least expensive standard outbound delivery method offered for the order.

The customer may remain responsible for the direct cost of returning the goods where permitted by law and where the customer was properly informed of that responsibility.

Nothing in Fixlentra's voluntary 30-day return period reduces these statutory rights.

20. Returns Purchased from Third Parties

This Return & Refund Policy applies only to purchases made directly from www.fixlentra.com.

If you purchased a Fixlentra-branded or related product through another retailer, marketplace, reseller, or third-party website, please contact the seller from whom you made the purchase.

That seller's return and refund policy will generally apply to the transaction.

21. Abuse of the Return Policy

We reserve the right, where permitted by applicable law, to refuse or limit return privileges in cases involving suspected fraud, repeated abuse of the return process, return of substituted products, intentional product damage, or other dishonest activity.

This provision does not affect legitimate claims relating to defective products or mandatory consumer rights.

22. Contact Us

If you have any questions about a return, refund, damaged product, missing item, or this policy, please contact us before sending any product back.

Fixlentra

Legal Company Name: Yulong Xiantiaohao Trading Co., Ltd.
Registration No.: 91530721MAKDDT9882
Email: support@fixlentra.com
Tel: 15009997574
Registered Address: Shop No. 3, Basement Level 2, Building 2, Jinzhixing Commercial City, Wutai Community, Huangshan Subdistrict, Yulong Naxi Autonomous County, Lijiang City, Yunnan Province, China
Website: www.fixlentra.com

Important: The registered address above is provided for company identification and business contact purposes. It is not necessarily our return warehouse address. Please do not send returns to this address unless our customer support team specifically authorizes you to do so.

For all return requests, please contact:

support@fixlentra.com