Return and Refund Policy
At East West USA Store, we want our customers to shop with confidence. We carefully inspect and package our products and are committed to assisting customers when an order arrives damaged, defective, non-functioning, incomplete, or different from what was ordered.
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This policy explains our 30-day return process, product condition requirements, shipping responsibilities, refund deductions, warranty support, and return exclusions.
Return Policy at a Glance
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Return requests must be submitted within 30 calendar days of delivery.
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Once a return label or return instructions are provided, the package must be shipped within seven calendar days.
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East West USA Store covers return shipping for approved damaged, defective, non-functioning, incomplete, or incorrectly shipped products.
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For all other returns, the customer is responsible for the original outbound shipping cost and the return shipping cost.
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Customers may purchase return shipping independently or request a return label from East West USA Store.
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Products must be returned with all components and, whenever reasonably possible, in their original packaging.
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Opened or briefly tested products may be subject to inspection and restocking deductions.
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Refunds are issued to the original payment method after the return has been received, inspected, and approved.
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All returns require prior authorization from East West USA Store.
1. Thirty-Day Return Period
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Customers may request a return within 30 calendar days from the date the order is marked as delivered by the shipping carrier.
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Submitting a return request within 30 days does not automatically guarantee approval. The product must meet the eligibility and condition requirements stated in this policy.
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Once a return is approved and East West USA Store provides a return label or return shipping instructions, the package must be given to the shipping carrier within seven calendar days.
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The carrier tracking information must show that the package was accepted within the seven-day period. A return authorization or return label may expire if the package is not shipped within this timeframe.
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If the seven-day deadline is missed, the customer must contact East West USA Store before shipping the product. We may require a new review, issue updated instructions, or cancel the return authorization.
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Return requests submitted after the 30-day return period may not be accepted. However, products covered by an applicable manufacturer or East West USA Store warranty may remain eligible for warranty service after the return period has ended.
2. Damaged, Defective, Non-Functioning, or Incorrect Products
East West USA Store will cover eligible return shipping costs when:
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The product arrived damaged during shipping.
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The product is defective or does not function properly.
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East West USA Store shipped a product different from what was ordered.
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East West USA Store shipped the incorrect model, size, quantity, or capacity.
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A component or accessory listed as included with the product is missing.
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An item is considered incorrectly shipped only when East West USA Store sends a product, model, size, quantity, or capacity different from the customer’s confirmed order.
Ordering the wrong size, model, capacity, voltage, quantity, or product by mistake is considered a preference-based return and is not considered an incorrect shipment by East West USA Store.
Customers should contact us as soon as reasonably possible after discovering an issue. The request must still be submitted within 30 calendar days of delivery.
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To review the claim, we may request:
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The customer’s name and order number.
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A description of the damage, defect, or other issue.
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Clear photographs or a short video showing the issue.
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Photographs of the shipping box and internal packaging.
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Photographs of the shipping label.
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The product model number or serial number, when applicable.
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Completion of reasonable troubleshooting steps for electrical appliances.
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Customers must retain the product, shipping box, internal packaging, manuals, accessories, attachments, and all included components until the claim has been reviewed.
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After reviewing the claim, East West USA Store may offer an appropriate replacement, replacement component, repair, store credit, or refund. The resolution may depend on the product, the nature of the issue, product availability, and applicable warranty coverage.
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For an approved claim involving shipping damage, a confirmed defect, a non-functioning product, a missing component, or an incorrect shipment, East West USA Store will provide a prepaid return label when the product must be returned.
No return shipping or restocking deduction will apply when the issue is confirmed to have resulted from shipping damage, a qualifying product defect, or an error by East West USA Store.
3. Preference-Based Returns and Shipping Responsibility
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A preference-based return includes a return resulting from:
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A change of mind.
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Ordering the wrong size, model, capacity, voltage, or quantity.
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Purchasing an incompatible product.
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No longer needing or wanting the product.
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Disliking the appearance, dimensions, weight, capacity, or features when those details were accurately shown on the product page.
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Ordering a replacement part that is not compatible with the customer’s appliance.
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Refusing an undamaged package without prior authorization.
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Any other reason unrelated to shipping damage, a product defect, or an error by East West USA Store.
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For preference-based returns, the customer is responsible for both:
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The original outbound shipping cost incurred to deliver the order to the customer.
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The cost of shipping the product back to East West USA Store.​​
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These shipping responsibilities apply even when the original order qualified for free or discounted shipping.
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When the customer originally paid a separate shipping charge at checkout, that shipping charge is non-refundable.
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When the order qualified for free or discounted shipping, the actual outbound shipping cost incurred by East West USA Store may be deducted from the refund.
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The customer may choose one of the following return shipping options:
The customer may request that East West USA Store provide a return shipping label.
When we provide the return label, the following may be deducted from the refund:
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The original outbound shipping cost.
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The cost of the return shipping label.
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Any applicable restocking or product-condition deduction.
The return shipping cost will depend on the product’s weight, package dimensions, destination, carrier rates, and shipping service.
4. Opened, Tested, or Used Products
Opening a product package does not automatically make the product ineligible for return.
A product that has been opened or briefly used once for reasonable inspection or testing may be considered for return, provided that it:
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Has been thoroughly cleaned and dried.
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Is free from food, liquid, grease, residue, stains, odors, scratches, or damage.
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Includes all original components, accessories, attachments, manuals, cords, jars, lids, blades, and packaging.
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Has not been installed, modified, repaired, or altered.
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Can be safely inspected and resold.
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Meets all other requirements stated in this policy.
Acceptance of an opened, tested, or lightly used product is not guaranteed. The product’s eligibility and refund amount will be determined after inspection.
A cleaning, rehandling, repackaging, or restocking deduction may apply if the product was opened, tested, used, improperly cleaned, or returned in a condition different from its original condition.
Products that contain food residue, liquid, grease, stains, odors, contamination, or other hygiene concerns may be refused or may receive a reduced refund.
Certain food-contact, personal-use, consumable, electrical, mechanical, or safety-sensitive products may not be returnable after use unless they are damaged, defective, or covered by an applicable warranty.
Normal wear, accidental damage, improper cleaning, misuse, incorrect installation, unauthorized modification, or failure to follow the product instructions is not considered a manufacturing defect.
5. Electrical Appliances
Before accepting an electrical appliance as defective or non-functioning, our support team may ask the customer to complete reasonable troubleshooting steps.
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This process helps determine whether the issue can be corrected without returning the appliance.
Customers are responsible for confirming the following before purchasing:
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Product voltage.
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Plug configuration.
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Wattage or power requirements.
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Capacity and dimensions.
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Product compatibility.
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Residential or commercial use designation.
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Intended application.
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Damage caused by using an appliance with an incorrect voltage, transformer, converter, adapter, extension cord, power source, or electrical configuration is not considered a product defect.
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Damage caused by misuse, overheating, improper cleaning, blocked ventilation, overloading, liquid entering electrical components, or failure to follow operating instructions may not qualify for a return or warranty claim.
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After the 30-day return period, eligible electrical appliances will be handled according to the warranty stated on the product page or in the applicable Warranty Policy.
6. Return Authorization and Seven-Day Shipping Requirement
All returns require authorization from East West USA Store before the product is shipped.
To request a return, customers must contact:
Email: contact@eastwestusastore.com
The return request should include:
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The customer’s full name.
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The order number.
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The product being returned.
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The reason for the return.
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Photographs or video when reporting damage, defects, missing components, non-functioning products, or incorrect shipments.
After reviewing the request, East West USA Store will provide return instructions and, when applicable, a prepaid or customer-paid return shipping label.
Once a return label or return shipping instructions have been provided, the package must be shipped within seven calendar days.
The package is considered shipped when the carrier’s tracking information confirms that the carrier has accepted possession of the package.
Merely creating a tracking number does not satisfy the seven-day shipping requirement.
If the customer does not ship the package within seven calendar days:
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The return label may expire.
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The return authorization may be canceled.
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Additional carrier charges may apply.
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The customer may be required to submit a new return request.
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The return may be denied if the 30-day return period has expired.
Providing a return label or return authorization does not guarantee a full refund. The product remains subject to inspection and all other requirements stated in this policy.
Products sent without authorization, sent to an incorrect address, or shipped using an unauthorized cash-on-delivery service may be refused or returned to the sender.
7. Packing and Shipping the Return
Customers are responsible for securely packaging returned merchandise unless the original packaging was damaged during delivery.
Whenever reasonably possible, products must be returned in their original manufacturer packaging and original shipping materials.
The return must include all items originally supplied with the product, including:
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Accessories.
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Attachments.
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Jars and lids.
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Blades.
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Cords and plugs.
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Manuals.
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Inserts.
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Labels.
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Tools.
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Promotional or complimentary items.
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Replacement components.
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Original internal and external packaging.
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The product must be protected with sufficient packaging material to prevent movement or damage during transit.
Customers arranging their own return shipping should:
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Use a trackable shipping service.
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Retain the tracking number and shipping receipt.
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Purchase shipping insurance when appropriate.
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Use the return address provided in the authorization.
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Avoid placing shipping labels directly on the manufacturer’s product packaging.
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Package the product inside an appropriate outer shipping box.
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East West USA Store is not responsible for customer-arranged returns that are lost, stolen, misdelivered, or damaged while in transit.
If a customer-arranged return arrives damaged because it was inadequately packed, the resulting loss in value may be deducted from the refund.
When East West USA Store provides a return label, that label may be used only for the approved product and return request.
8. Inspection and Restocking Deductions
All returned products are inspected after they arrive at our return facility.
Shipping deductions and restocking deductions are separate.
A restocking or product-condition deduction may apply when a preference-based return:
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Shows signs of use or testing.
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Has not been cleaned or dried properly.
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Contains food, liquid, grease, stains, residue, or odors.
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Has scratches, dents, marks, discoloration, or cosmetic damage.
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Is missing components, accessories, attachments, manuals, or promotional items.
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Has missing, damaged, discarded, or heavily marked packaging.
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Has shipping labels or writing placed directly on the manufacturer’s packaging.
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Requires cleaning, testing, repackaging, repair, or replacement packaging.
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Was improperly packed and damaged during return shipping.
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Is returned in a condition different from what was represented in the return request.
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Has a reduced resale value because of its condition.
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A restocking deduction of up to 20% of the product price may apply, depending on the condition of the returned product and the reasonable cost of inspecting, cleaning, testing, rehandling, repackaging, repairing, or preparing the product for resale.
Any restocking deduction will be limited to amounts reasonably associated with the condition and processing of the returned merchandise and will be applied as permitted by applicable law.
A return may be refused entirely if the merchandise is:
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Materially damaged.
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Incomplete.
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Contaminated.
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Unsafe to handle or resell.
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Substituted with a different product.
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Missing its serial number or identification label.
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No longer suitable for resale.
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Damaged through misuse, modification, or improper installation.
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A restocking deduction will not apply when a product is confirmed to have arrived damaged, defective, non-functioning, incomplete, or incorrect due to an error by East West USA Store.
9. Non-Returnable Products
Unless the product arrived damaged, defective, non-functioning, incomplete, or incorrect because of an error by East West USA Store, the following products may not be eligible for preference-based returns:
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Gift cards.
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Products clearly marked “Final Sale” or “Non-Returnable.”
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Clearance merchandise specifically identified as final sale.
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Special-order, customized, or personalized products.
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Consumable or perishable products.
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Products that have been excessively used.
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Food-contact products that cannot be safely cleaned or resold.
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Products returned with food, grease, liquid, residue, stains, or contamination.
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Installed or used replacement parts.
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Electrical or mechanical components that have been installed, altered, connected, or modified.
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Products missing essential components, labels, serial numbers, or identifying information.
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Products damaged through misuse, improper cleaning, incorrect installation, neglect, or unauthorized modification.
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Products returned outside the authorized return period.
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Products shipped without return authorization.
A discounted or sale price alone does not make a product final sale. The product page must specifically identify the product as final sale or non-returnable.
10. Exchanges
Approved exchanges are subject to product availability.
When a replacement product is unavailable, East West USA Store may offer:
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A refund.
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Store credit.
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A comparable replacement.
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Replacement components.
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Another reasonable resolution.
For exchanges resulting from shipping damage, a qualifying defect, or an incorrect shipment by East West USA Store, we will cover eligible replacement and return shipping costs.
For preference-based exchanges, the customer is responsible for:
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The original outbound shipping cost.
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The cost of returning the original product.
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The cost of shipping the replacement product.
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Any price difference between the original and replacement products.
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Any applicable restocking or product-condition deduction.
East West USA Store may process a preference-based exchange as a return of the original product followed by a separate purchase of the replacement product.
11. Refunds and Refund Calculations
Refunds are processed only after the returned product has been received, inspected, and approved.
For an approved damaged, defective, non-functioning, incomplete, or incorrectly shipped product, the refund may include the eligible product price, applicable shipping charges, and sales tax as required by law.
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For an approved preference-based return, the refund may be calculated as follows:
Eligible product purchase price and refundable sales tax
Minus, when applicable:
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The original outbound shipping cost.
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The return shipping label cost when East West USA Store provided the label.
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A restocking or product-condition deduction.
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Carrier address-correction charges.
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Refused-package charges.
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Additional costs resulting from unauthorized shipping methods.
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Other reasonable and authorized return-processing deductions.
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When the customer ships the return using a carrier of their choice, the customer pays that carrier directly. East West USA Store will not deduct an additional return label charge, but the original outbound shipping cost and applicable restocking deductions may still be deducted.
When the original order qualified for free shipping, the actual outbound shipping cost incurred by East West USA Store may be deducted from a preference-based return.
Sales tax will be refunded as required by applicable law.
After the product has been received and inspected, East West USA Store will notify the customer whether the refund has been approved and whether any deductions apply.
Approved refunds will be issued to the original payment method.
Please allow approximately 5–10 business days after the return is received for inspection and initiation of an approved refund. After the refund is issued, the customer’s bank, card issuer, or payment provider may require additional time to post the credit.
East West USA Store cannot issue a refund to a different card, bank account, person, or payment method.
12. Refused and Undeliverable Packages
Packages refused without prior authorization or returned because of an incorrect, incomplete, or undeliverable address may be treated as preference-based returns.
The following may be deducted from the refund:
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Original outbound shipping costs.
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Return-to-sender shipping costs.
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Carrier address-correction charges.
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Storage or redelivery charges.
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Other reasonable carrier fees.
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Applicable restocking or product-condition deductions.
This provision does not apply when a package is refused because it is visibly damaged during delivery and the customer promptly reports the damage to East West USA Store.
Customers are responsible for reviewing and confirming their shipping address before completing an order.
13. Missing or Stolen Packages
If carrier tracking shows that an order was delivered but the customer cannot locate it, the customer should first check:
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With household members.
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With neighbors.
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Around the delivery location.
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With building management or reception.
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At alternate entrances.
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With the shipping carrier.
Customers should contact East West USA Store promptly after completing these steps.
East West USA Store will assist with an eligible carrier investigation. However, a refund or replacement for a package marked as delivered is not automatic.
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The available resolution will depend on:
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Carrier investigation results.
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Delivery photographs.
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GPS or delivery-scan information.
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Address confirmation.
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Signature records.
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Other available evidence.
East West USA Store may require the customer to complete a carrier claim, police report, theft affidavit, or other reasonable documentation when investigating a missing or stolen package.
14. Policy Abuse and Fraud Prevention
East West USA Store may limit, delay, or refuse a return when there is reasonable evidence of:
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Return fraud.
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Product substitution.
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Serial-number mismatch.
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Intentional product damage.
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False damage or defect claims.
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False claims regarding missing parts.
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False delivery or non-delivery claims.
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Returning a product different from the one purchased.
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Returning used merchandise as unused.
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Repeated misuse of return privileges.
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Manipulation or alteration of receipts, labels, photographs, or order records.
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Removal or alteration of serial numbers or identification labels.
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East West USA Store may document returned-product condition through photographs, video, serial-number verification, testing, and inspection records.
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This section will be applied reasonably and will not limit any customer rights that cannot legally be waived.
15. Changes to This Policy
East West USA Store may update this Returns & Refunds Policy periodically to reflect changes to our operations, products, shipping practices, or legal obligations.
Updates will be posted on this page with a revised “Last Updated” date.
The policy in effect on the date of purchase will generally apply to that order.
Changes will not reduce rights that have already arisen from an approved return or rights that are protected by applicable law.
Questions or Return Assistance
For return assistance, contact:
East West USA Store
Email: contact@eastwestusastore.com
Please include your full name and order number so our customer service team can assist you efficiently.
Last Updated: August 4, 2026
Having Issues??
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If you have any questions about our Return and Refund Policy or the changes made, please contact us at our Contact page.