After-Sales Policy
Our store offers a one-year warranty on all products and services. For after-sales support, we provide dedicated WhatsApp and WeChat service groups. If you have any inquiries, please submit your contact information via our website. We will promptly reach out to you, create a separate group dedicated to resolving your specific concerns, and provide remote desktop assistance to address any issues you may encounter during printer use.
ORDER CANCELLATION
If you contact us within 5 hours of placing your order it may be possible to cancel your order. This also applies for pre-order products. Please email us at lenvii@lenvii.net, and we'll do our best to help.
PACKAGE NOT RECEIVED
If you do not receive the package, please contact us within 14 days. Otherwise we cannot resend or refund your order.
RETURNS
Please contact us via email at lenvii@lenvii.net before returning or exchanging products. Orders that are refunded without contacting us in advance will not be refunded due to the inability to ensure their authenticity. Thank you for your understanding : )
If you are unsatisfied with your purchase, you may return it to us for an exchange or refund within 14 days after you received items. We are not able to provide an exchange or refund on any of our products that have been personalized. Refunds will be issued to your original payment method only. Please note that Lenvii will not accept returns beyond 14 days of delivery (this excludes returns for defects or quality issues which can be accepted after inspection and approval by Lenvii).
Please make sure your items are returned new, unused and with all tags still attached as any returns that do not meet our policy will not be accepted and will be sent back to the customer. We strongly recommend when returning items to us you use recorded or special delivery as we are unable to refund items which are lost in the post. All goods shall remain your responsibility until we receive them.
Customers will handle the return shipment and shipping cost, and will only be charged once at most for shipping costs (this includes returns); No restocking to be charged to the consumers for the return of the product.
In order to avoid the situation that some customers return the goods without any reason in the near future and the tracking number is lost due to no notification, please contact us to obtain the right address.
Be sure to include the full name that your order was originally placed under.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
For Lenvii products purchased from other authorized retailers or sellers please contact the seller where the item was originally purchased.
What if I never received my item?
We are not responsible for lost or stolen packages after they leave the warehouse. If an item was lost or stolen, it is your responsibility to file a claim with the shipping carrier (ex. UPS, USPS, FedEx, DHL). We will provide you with the address , shipping carrier information, tracking information and date of delivery to assist you with your claim investigation. You shall receive compensation for your lost/stolen package through the shipping carrier.