Refund policy
Return and Refund Policy
Last updated: June 8, 2026
Thank you for shopping with Baigu Uncle. This Return and Refund Policy applies to purchases made through our official website, baiguuncle.com.
Baigu Uncle creates original moving wooden works and kinetic wooden gifts. Because our products are handmade, hand-finished, and shipped from China, we ask customers to read this policy carefully before placing an order or requesting a return.
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Return Window
You may request a return within 14 days after your order has been delivered.
The 14-day return window starts from the delivery date shown by the carrier tracking information. It does not start from the order date, payment date, or shipping date.
Return requests made after the 14-day return window are generally not accepted, unless required by law or unless the issue involves a confirmed product defect, wrong item, shipping damage, or another case approved by Baigu Uncle after review.
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Orders Still in Transit
If your order has already been shipped but has not yet been delivered, the return window has not started yet.
A request made while the package is still in transit will be treated as a shipped-order cancellation or interception request, not as a completed return request.
Once an order has shipped, we cannot guarantee that the package can be cancelled, intercepted, returned to sender, or rerouted. Where possible, we may help contact the carrier, but the final result depends on the carrier and the shipping status.
If the carrier is able to intercept, reroute, or return the package, any related shipping fees, return shipping fees, interception fees, customs duties, import taxes, remote area fees, carrier handling fees, or local charges may be deducted from the refund, unless the issue was caused by our confirmed error.
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Return Conditions
Returns may be accepted even if there is no product quality issue, as long as the return is requested within 14 days after delivery and the item meets the return conditions below.
To be eligible for a return, the item must be:
Unused and in its original condition
Not damaged by improper use, handling, assembly, disassembly, repair, storage, or cleaning
Returned with its original packaging, accessories, cables, parts, manuals, and any included items
Returned only after Baigu Uncle has approved the return request by email
Returned within the approved return period and according to the return instructions provided by us
Please do not send any product back before receiving our return confirmation. Any return sent without prior approval may not be accepted.
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Handmade Wooden Product Variations
Baigu Uncle products are handmade wooden pieces. Slight variations in wood grain, color, texture, size, hand-finished details, balance, movement, or natural wood character may occur.
These natural and handmade variations are part of the character of original wooden works and are not considered product defects, as long as the product functions as intended.
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How to Request a Return
To request a return, please contact us by email before sending anything back:
Please include the following information:
Your order number
Your name and contact information
The reason for the return
Clear photos or videos of the product
Photos or videos showing damage, missing parts, or quality concerns, if applicable
Photos of the outer packaging and inner packaging if the issue may have occurred during shipping
We will review your request and provide return instructions if the return is approved.
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Return Address
If your return is approved, we will provide the correct return instructions and return address by email.
Depending on the situation, the return address may be in China or another designated location.
Please do not send returns to the sender address on the package unless Baigu Uncle has confirmed that address by email.
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Return Shipping
For returns without a confirmed product defect, wrong item, or shipping damage, the customer is responsible for return shipping costs.
Baigu Uncle products are shipped from China, and international return shipping can be costly and may take time. We recommend contacting us before requesting a return so we can help confirm the most reasonable solution.
We do not provide prepaid return labels for returns without a confirmed product defect, wrong item, or shipping damage.
Original shipping fees, return shipping fees, customs duties, import taxes, remote area fees, interception fees, return-to-sender fees, carrier handling fees, and other local charges are generally not refundable, unless required by law or unless the issue was caused by our confirmed error.
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Refused Packages, Failed Delivery, and Unpaid Duties
If a shipped order is refused, returned to sender, intercepted, or returned because of an incorrect address, failed delivery, unpaid customs duties or taxes, unreachable recipient, or a customer-requested cancellation after shipment, any related shipping fees, return shipping fees, interception fees, customs duties, import taxes, remote area fees, carrier handling fees, or local charges may be deducted from the refund.
This does not apply if the issue was caused by our confirmed error.
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Damaged, Defective, or Wrong Items
Please inspect your order after delivery.
If your item arrives damaged, appears to have a product quality issue, or you receive the wrong item, please contact us as soon as possible at:
Please include your order number and clear photos or videos of the issue.
After review, Baigu Uncle may offer an appropriate solution depending on the situation. This may include a replacement part, repair guidance, replacement product, partial refund, full refund, or another reasonable solution.
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Refunds
After we receive and inspect the returned item, we will notify you by email whether the refund has been approved.
If approved, the refund will be issued to your original payment method.
Please note that it may take several business days for the refund to appear, depending on your payment provider or bank.
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Items Not Eligible for Return
Returns may not be accepted if:
The return request is made after the 14-day return window
The item has been used, damaged, modified, repaired, or improperly handled
The item is missing original packaging, accessories, cables, parts, manuals, or included items
The damage was caused by misuse, improper care, unauthorized repair, improper assembly or disassembly, improper storage, or improper cleaning
The product was returned without prior approval
The returned product does not match the condition described in the return request
The product cannot be safely resold because of its returned condition, unless the issue was caused by our confirmed error
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Order Cancellation Before Shipping
If you need to cancel your order, please contact us as soon as possible at:
If the order has not yet been processed, packed, or shipped, we will do our best to help cancel it.
If the order has already been processed, packed, or shipped, we cannot guarantee cancellation. In that case, the request may be handled as a shipped-order cancellation, interception request, or return request depending on the shipment status.
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Exchanges
We do not guarantee direct exchanges for all products or destinations.
If you would like to replace an item, please contact us first. Depending on the situation, we may offer a replacement part, replacement product, repair guidance, refund, or another reasonable solution.
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Contact Us
If you have any questions about returns, refunds, cancellations, damaged items, or wrong items, please contact Baigu Uncle through our official support email:
Official website:
baiguuncle.com