🦀 LISBROS.COM | Refund & Return Policy 退款与退货政策

Last Updated: 09/09/2025

1. Overview 概述

At Lisbros.com, customer satisfaction is our top priority.
We take great care to ensure that all products — especially live hairy crabs — are handled, packed, and delivered in the best possible condition.

在 Lisbros.com，客户满意是我们的首要目标。
我们在每一只大闸蟹的挑选、包装及运输过程中都严格把关，确保您收到的产品新鲜且品质优良。

2. Live Product Policy 活体商品政策

Because our main products are live seafood, we cannot accept returns once the product has been delivered in good condition.
However, we do offer refunds or replacements under specific conditions as listed below.

由于我们的主要产品为活体海鲜，一旦商品完好送达，恕不接受退货。
但若出现以下情况，我们将提供 退款或补发服务：

3. Eligible Cases for Refund or Replacement 可退款或补发的情况

Customers may request a refund or replacement in the following cases:

• Product arrives dead-on-arrival (DOA) within the delivery timeframe.

• Product is damaged or spoiled during delivery.

• Product received is incorrect (e.g., wrong size or quantity).

客户可在以下情况下申请退款或补发：

• 收货时蟹已死亡（需在配送时间范围内确认）。

• 运输过程中商品受损或变质。

• 收到错误商品（如规格或数量不符）。

4. Proof Requirement 凭证要求

To process your refund or replacement, please provide:

• Clear photo or video evidence of the issue.

• Order number and delivery date.

• Report must be submitted within 6 hours of receiving the product.

为确保顺利处理退款或补发，请提供以下资料：

• 清晰的 照片或视频证据；

• 订单编号 与 收货日期；

• 须在 收到商品后6小时内 向客服报告。

5. Refund Process 退款流程

1️⃣ Contact our customer service team via WhatsApp or email.
2️⃣ Submit photos/videos and order details.
3️⃣ Our team will verify the claim within 24 hours.
4️⃣ If approved, refund will be processed within 3–5 working days to the original payment method.

退款流程如下：
1️⃣ 通过 WhatsApp 或电邮联系客服团队；
2️⃣ 提交照片/视频及订单信息；
3️⃣ 我们将在 24小时内 审核；
4️⃣ 若批准，退款将在 3–5个工作日 内退回至原付款渠道。

6. Non-Refundable Situations 不可退款的情况

Refunds or replacements will not be granted under the following circumstances:

• Customer fails to report within 6 hours after delivery.

• Product condition changes due to improper storage or cooking.

• Minor natural variations in size, color, or weight.

• Change of mind after purchase.

以下情况恕不受理退款或补发：

• 收货超过6小时才反馈问题；

• 因客户 储存或烹调不当 导致变质；

• 因自然差异导致的轻微规格或重量变化；

• 购买后因个人原因要求退换。

7. Cancellation Policy 订单取消政策

• Orders can only be cancelled before shipment.

• Once crabs are packed or in transit, cancellations are not allowed.

• If cancelled before shipping, a processing fee of 5% will be deducted from the refund.

订单仅可在 发货前取消。
若大闸蟹已打包或运输中，则 无法取消。
若发货前取消，将从退款中扣除 5% 手续费。

8. Contact Us 联系我们

For refund or replacement requests, please contact us:

📞 WhatsApp / Call: +6012 292 0499
📧 Email: support@lisbros.com
🌐 Website: [https://www.lisbros.com]

Our customer service is available daily from 10:00 AM – 8:00 PM.
我们客服工作时间为每日 上午10点至晚上8点。

9. Rights 保留权利

Lisbros.com reserves the right to amend or update this policy at any time without prior notice.
The latest version will always be available on this page.

Lisbros.com 保留随时修改本退款政策的权利，恕不另行通知。
最新版本将发布于本页面。