Refund and Returns Policy

istics issues

The after-sales service for “logistics issues” is valid for 30 natural days after payment of the order.

1） If you still have no logistics information after placing an order for more than 7 working days, please contact the website customer service to check the package for you. If the goods are lost during transportation, the platform will verify the situation and resend/resend/refund them.

2） The official logistics tracking shows damage during transportation, and the platform will resend/reissue/refund it.

3） The official logistics tracking shows that it has been delivered but the consignee has not received it:

1. When the official logistics delivery address does not match the recipient address of the order, if the platform verifies that the logistics provider delivered the wrong item, the platform will resend/reissue/refund the item;
2. When the official logistics delivery address matches the recipient address of the order, only proof of shipment will be provided, and the platform will not accept after-sales compensation.

3. Return

1) Returns caused by customer reasons, such as incorrect address/modified address/not picked up (not picked up)/inability to contact recipient, will be returned to the warehouse for signing. After deducting the round-trip shipping fee, the platform will arrange a refund (for products with a unit price less than $30, if the round-trip shipping fee exceeds the order amount, a refund of 45% * order amount will be issued);

• Returns due to logistics reasons, such as damaged labels or returns without specific reasons. After the returned item is signed for, the platform will resend/refund it.

4. Damaged

The after-sales service for “packaging damage/broken” is valid for 3 natural days after payment of the order. The platform will handle it according to the order amount * compensation ratio/resend based on the actual damage of the outer packaging/product. If you request a return, the platform will provide an RL return label based on the order amount. You need to return the goods in a timely manner, and the returned package should include all original packaging, accessories, instructions, etc. The platform will issue a refund within 7 working days after the return is signed for.

Materials to be submitted when appealing for after-sales service:

a. Outer packaging pictures and label pictures (clear and complete label pictures on the outer packaging);

b. Product damage photos (with clear visibility of the damaged area).

5. Product related after-sales issues

You can submit an after-sales appeal within 3 natural days after payment of the order for product quality issues, under delivery, shipping errors, or hanging order errors (product description does not match the actual product). The platform will handle the situation according to the compensation ratio of the order amount based on the actual situation. If you request a return, the platform will provide an RL return label based on the order amount. You need to return the goods in a timely manner, and the returned package should include all original packaging, accessories, instructions, etc. After the return is signed for, the platform will issue a refund within 7 working days; If you provide feedback on product related after-sales issues but cannot provide substantial proof materials, the platform will not handle it. Additionally, the following scenarios are not product related issues:

1) Due to factors such as shooting equipment, lighting, and displays, color differences may occur, so color difference issues do not belong to shipping errors or order placement errors;

2) The size of the product may be subject to errors due to manual measurement, measurement tools, and methods. Therefore, within a reasonable range, size differences do not constitute shipping errors or order errors;

3) Improper personal operation or failure to follow product instructions by consumers does not constitute a product quality issue, and Saiying Distribution Platform will not be responsible for any personal or property losses caused.

Materials to be submitted when appealing for after-sales service:

Serial Number	Reason for appeal	Required evidence
1	Product quality issues	a. Product photos or dynamic videos display issues with the product b. Outer packaging and label images (clear and complete label images on the outer packaging)
2	Less hair and missed hair	a. Full picture of the outer packaging and label image (clear and complete label image on the outer packaging) b. Received product physical picture (full picture) c. Circle the specific missing accessory numbers according to the instructions. For products without instructions, circle the missing parts
3	Delivery error	a. Received product physical picture (full picture) b. Label image (clear and complete label image on the outer packaging)
4	Hanging order error	a. Received product physical picture (full picture) b. Label image (clear and complete label image on the outer packaging)

Attention: If you provide feedback on product related after-sales issues but cannot provide substantial proof materials, the platform will not accept it.

6. Disclaimer

The following situations will not be accepted:

1. Any product not sold in our store (product does not match);
2. Exceeding the after-sales service period and submitting overdue;
3.  Timeframe in after-sales order processing:
4. If an RL return label is provided, please return the package within 15 natural days of receiving the RL return label. The returned package must be consistent with the picture provided by the consumer, and no action will be taken if it exceeds the deadline (the logistics trajectory of the return is visible);
5. Consumers are required to provide a return tracking number within 7 natural days from the date of sending out the returned package, and no later than 2 working days after delivery, so that we can create a return notice in a timely manner to notify the warehouse to receive the return. The warehouse will arrange a refund after receiving the return. If the consumer fails to inform customer service of the return logistics tracking number in a timely manner, and the returned package does not match the return forecast and is destroyed, the platform will not compensate;

• For all after-sales services, if the consumer returns the product without communicating with us or verifying the after-sales situation clearly, we cannot fully compensate regardless of the type of after-sales service;
•  Intentional or malicious behavior of consumers to defraud compensation or engage in fraud;
• Delay or interruption of platform services caused by force majeure events;
• End consumers return goods due to personal subjective dislike/unwillingness/dissatisfaction.

7. After sales return shipping fee rules

For non consumer reasons (such as product issues, logistics issues, damage, etc.), we will bear the return shipping cost, but we do not provide additional value-added services such as door-to-door pickup.