Return Policy
Effective Date: October 30, 2026
At VJTSPV, operated by Xingtai Shujia Trading Co., Ltd., customer satisfaction is important to us. We want you to feel confident when shopping for mattresses and other products on our website.
This Return Policy explains the conditions and procedures for requesting a return, replacement, or refund for purchases made through:
Please review this policy before placing an order.
1. Return Period
We accept eligible return requests within 30 calendar days from the date of delivery.
To qualify for a standard return:
The return request must be submitted within 30 days after delivery.
The product must be in its original condition.
The product should be unused and, where applicable, unopened in its original packaging.
All included accessories, components, and packaging materials should be returned where reasonably possible.
Proof of purchase or a valid order number must be provided.
Mattresses that have been opened, unpacked, or used may require additional review due to hygiene, product condition, and shipping considerations.
However, this does not limit any rights you may have under applicable consumer protection laws, particularly for defective, damaged, or incorrectly delivered products.
2. Eligible Return Reasons
You may contact us to request a return or refund for the following reasons:
2.1 Change of Mind
If you change your mind after purchasing a product, you may request a return within the 30-day return period, provided the product meets the applicable return conditions.
For change-of-mind returns:
The product must generally be unused and in its original packaging.
Return shipping costs are the customer’s responsibility.
Original shipping charges are non-refundable unless required by applicable law.
Any applicable return restrictions will be communicated before the return is authorized.
2.2 Damaged Products
If your mattress or other product arrives damaged, please contact us as soon as reasonably possible.
Please provide:
Your order number.
A description of the damage.
Clear photographs of the damaged product.
Photographs of the original packaging, if available.
After reviewing your request, we may offer an appropriate solution, such as a replacement, repair where applicable, or refund.
For verified shipping damage, we will not charge you return shipping fees.
2.3 Defective Products
If you receive a product with a manufacturing defect or a product that does not function or perform as described, please contact our customer service team.
We will review the issue and determine an appropriate resolution in accordance with applicable consumer protection laws.
Depending on the circumstances, available remedies may include:
Product replacement.
Refund.
Another mutually agreed resolution where legally permitted.
2.4 Incorrect Items
If you receive an item different from the product you ordered, please contact us.
Please provide your order number and photographs of the item received.
If the error is confirmed to be on our part, we will arrange an appropriate solution without charging you additional return shipping costs.
3. Mattress-Specific Return Conditions
Because mattresses are products intended for personal use, certain return conditions may apply for hygiene, safety, and product protection reasons.
For standard change-of-mind returns:
Mattresses should generally be unused and in their original packaging.
Products should not show stains, odors, physical damage, or signs of improper handling.
All original components and accessories should be included where reasonably possible.
Products should be packaged appropriately to prevent damage during return transportation.
If a mattress has been opened, expanded, or used, please contact us before attempting to return it.
Each request will be reviewed based on the product condition, reason for return, and applicable consumer protection requirements.
These conditions do not exclude legally required remedies for defective, damaged, or misrepresented products.
4. Non-Returnable Situations
Subject to applicable law, the following situations may not qualify for standard change-of-mind returns:
Products returned after the 30-day return period.
Products showing substantial damage caused by improper use or handling.
Products that have been materially altered after delivery.
Products missing essential components or accessories.
Products returned without prior authorization.
Certain opened or used mattresses may also be ineligible for standard change-of-mind returns due to hygiene considerations.
Nothing in this section limits rights or remedies that cannot legally be excluded, including applicable rights relating to defective or incorrectly described products.
5. How to Request a Return
To initiate a return, please follow these steps:
Step 1: Contact Customer Service
Send an email to:
Use the subject line:
Return Request – Order #[Your Order Number]
Step 2: Provide Order Information
Please include:
Full name.
Order number.
Email address used when placing the order.
Product name.
Reason for the return.
Supporting photographs, if applicable.
Step 3: Wait for Return Authorization
Our customer service team will review your request and provide instructions.
Please do not send any product back before receiving return authorization and the appropriate return instructions.
Step 4: Ship the Approved Return
Once your return is approved, please follow the return instructions provided by our customer service team.
We recommend using a trackable shipping service and keeping your return shipping receipt.
6. Return Shipping Costs
Return shipping costs depend on the reason for the return.
Change-of-Mind Returns
For approved change-of-mind returns, the customer is responsible for return shipping costs unless otherwise stated or required by applicable law.
Because mattresses are large and bulky items, return shipping costs may vary depending on the package size, weight, destination, and carrier.
Any applicable return shipping arrangements and estimated costs will be communicated before the return is finalized.
Damaged, Defective, or Incorrect Products
If a product is confirmed to be damaged upon arrival, defective, or incorrectly shipped due to our error, VJTSPV will cover reasonable return shipping costs or arrange an appropriate alternative solution.
Customers will not be required to pay return shipping costs for issues attributable to our fulfillment error where applicable law requires us to cover those costs.
7. Refund Policy
Once an approved return is received and inspected, we will notify you of the outcome.
If your refund is approved:
The refund will generally be issued to the original payment method.
The refund will include the amount eligible for reimbursement under this policy and applicable law.
Original shipping charges will be refunded when required by applicable law or when the return results from our error.
Any deductions will be disclosed where permitted by law.
We aim to initiate approved refunds within 5–10 business days after the returned product has been received and the inspection process has been completed.
Please note that your bank, credit card company, or payment provider may require additional processing time before the refund appears in your account.
If you have not received your refund after the expected processing period, please contact us.
8. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible at:
Before Shipment
Orders that have not yet been shipped may generally be canceled.
If payment has already been collected, an approved cancellation will be refunded to the original payment method.
After Shipment
Once an order has been shipped, cancellation may no longer be possible.
In this situation, you may need to receive the product and follow the applicable return procedure.
Nothing in this section limits your rights under applicable laws governing delayed or unshipped orders.
9. Shipping Delays and Undelivered Orders
We make reasonable efforts to process and ship orders within the delivery timeframes stated on our website.
If we cannot ship an order within the promised timeframe, or within the applicable legal timeframe when no shipping time was promised, we will provide the required delay notice and allow you to choose whether to accept the delay or cancel the order for a refund, as required by applicable law.
If your order has not arrived within the expected delivery period, please contact our customer service team.
We will work with the relevant shipping provider to investigate the shipment and determine an appropriate resolution.
10. Exchanges and Replacements
If you receive a damaged, defective, or incorrect product, you may request a replacement where available.
Replacement requests are subject to product availability and review.
If a replacement is unavailable or otherwise inappropriate, we will discuss an alternative resolution, which may include a refund where applicable.
For requests involving a change of mind or a different product preference, please contact us to discuss the available options.
11. Sale and Promotional Items
Products purchased during promotional campaigns or sales are subject to the same applicable return conditions unless a specific restriction is clearly disclosed before purchase and is legally permitted.
Discounted or promotional pricing does not eliminate your rights regarding defective, damaged, or incorrectly described products.
12. Consumer Protection Rights
This Return Policy is intended to comply with applicable U.S. federal and state consumer protection laws.
Nothing in this policy is intended to waive, restrict, or exclude any consumer rights that cannot legally be waived or excluded.
Depending on your location and the circumstances of your purchase, you may have additional rights under applicable state and federal laws.
Where this policy conflicts with mandatory consumer protection requirements, the applicable legal requirements will prevail.
13. Contact Us
If you have any questions regarding returns, refunds, replacements, or cancellations, please contact us.
Company Name: Xingtai Shujia Trading Co., Ltd.
Store Name: VJTSPV
Website: https://www.pingtwr.com/
Email: [email protected]
Business Address:
Shop 6, Building 16, Changzheng Community, West Jianshe Street, Gangtie Sub-district Office, Xindu District, Xingtai City, Hebei Province, China
Email Subject: Return or Refund Inquiry
Our customer service team will review your request and respond within 1–2 business days.
Thank you for shopping with VJTSPV. We appreciate your trust and look forward to providing you with a convenient shopping experience.
VJTSPV Customer Service Team