Refund policy

Refund, Resend and Returns Policy

 

Please review the following policies carefully.

 

ALL DISPUTES SHALL BE COMMUNICATED TO US VIA WHATSAPP (0117494663) OR EMAIL (syarinaimenterprise@gmail.com)

We offer a quicker dispute solution and will appreciate it a lot if you provide:

  1. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
  2. The products need to be returned to us if our Dispute Team asks for a return in Disputes.

 

We will make a refund, resend, or accept the return for any of the following cases:

1. Orders Delayed.

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from the warehouse.

Notes:

Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery. Sometimes, tracking numbers may show a sign for delivery, but the customer claims that the package has not been received. In such cases, we will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.

 

2. Orders not Received.

We will not deal with the refund or resend if the tracking information shows the order is delivered.

  1. If customer do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
  2. Tracking information alert. The tracking information shows alert, the reasons are listed as below:
  3. a) Incorrect/insufficient address.
  4. b) No such number.
  5. c) Unknown recipient.
  6. d) Refused.
  7. e) Do not pick up in time.
  8. f) No safe delivery location.
  9. g) Uncleared customs.
  10. h) Others.

Notes:

Courier will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, customer need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, we take no responsibility if products have been lost.

 

3. Products Damaged.

We offer a full refund or a replacement if packages arrived are badly damaged.

We offer a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:

  1. For fragile products, a refund is highly recommended.
  2. For damaged packing boxes, we cannot offer any refunds or other after-sale services due to the long-distant delivery.

 

4. Incorrect or Missing Products.

We have a strict quality control process before products are dispatched. We will deal with incorrect or missing products as follows:

  1. For incorrect products, we offer a full refund or replacement.
  2. For products with wrong colour, size which doesn't affect product function, etc., we offer a refund or resend if you provide a complaint including name, content, and date.
  3. For parts missing which doesn’t affect product function, we may refund partially or resend the missing part; for parts missing which affect product function, we will resend the product only.
  4. For accessories, we will resend the accessories.

 

5. Orders Cancellation.

For orders cancellation, we offer a full refund before products are processed by warehouses.

 

6. Unacceptable Disputes.

We shall not accept any unreasonable disputes, including but not limited to:

  1. The buyer does not like it.
  2. The product description is not real.
  3. Products smell unusual.
  4. The buyer ordered the wrong items.
  5. The shipping address was provided incorrectly.
  6. Tracking information deleted by logistics companies or local post offices.
  7. You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
  8. We takes no responsibility for any product damaged, or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow.