We sincerely apologize for the inconvenience caused. Based on our previous communication, the entire process was as follows: You ordered a large hoop. Our staff noticed this during order processing and messaged you stating that the size was incompatible with your machine. You said you had a bracket to install it and insisted on having it shipped.
After receiving the goods, you stated that you couldn't use it and requested a return and refund. We stated that we would develop the bracket, but the specific timeline was uncertain, and we provided you with a return address immediately. For later, We also sent you a return label.
We sent you information about the return label on February 6th, but received no response.
Due to the approaching Chinese New Year holiday, we hoped to resolve your order's after-sales issue before the holiday. We sent you messages on February 6th and February 9th, but received no reply. The warehouse who provided us with the return label also said they hadn't received the package yet.
Finally, on February 21st, we received your reply asking when you could receive your refund. However, because it was during our Spring Festival holiday (we had informed you in advance that we would be suspending operations during the holiday), we were unable to reply to you promptly. After your holiday, we immediately arranged your refund after checking with our warehouse who provides return labels.
We accept returns and refunds if the product is unsuitable. In any case, thank you for choosing us. We will continue to work hard to do better. If you have any needs or ideas, please feel free to contact us.