Return policy

Refund policy

[Last updated: 10/05/2025]

Shinnara is always committed to providing the best quality products and services to our customers. If you wish to return a product, please refer to the policy below:

1. Refund conditions

Customers may request a product return in the following cases:

• The product was not received, or not all the ordered products were received.
• The product is defective or damaged during shipping.
• The product does not match the type or model specified in the order (e.g., wrong size, wrong color, wrong product).
• The product differs significantly from the description on Shinnara's website.
• The product was expired upon receipt.
• This product is eligible for no return restrictions.
• Customers may return items due to a change in their purchasing needs, provided the product is in its original condition, with the seal intact, in its original box, unused, and showing no signs of tampering.

Customers can request a refund within 7 days of receiving the goods. In some special cases, Shinnara will consider and assist with returns or refunds outside the specified timeframe.

All refund requests must be made through the Shinnara.vn website or designated Shinnara partners.

2. Condition of the returned item

Customers must ensure that returned goods are in their original condition , including all accompanying accessories, VAT invoice, warranty card (if any), and that the product has not been used. Additionally, customers should record a video or take photos when receiving and packing the returned goods as evidence for verification if needed.

If the return is accepted, Shinnara will provide the tracking number and return instructions. Goods returned without going through the approval process will not be refunded.

3. Return shipping costs

Pickup at home or post office for returns : You do not have to pay any shipping fees for returning items.
Self-arranged shipping : Customers are responsible for paying the shipping costs for returns. Shinnara will refund the shipping fee via bank transfer within 3-5 business days after the return request is accepted.

4. Refunds for returned goods

Shinnara will refund customers when returned goods meet Shinnara's procedures. The refund will be transferred via bank transfer or the credit/debit card the customer used for payment, after confirmation that the goods have been returned.

5. Damage and problems

Customers should check their order upon receipt. If any product is found to be defective, damaged, or incorrect, please contact us immediately to resolve the issue and proceed with the exchange/return process. Issues can be resolved via the hotline or email address below.

6. Exceptions/Items that cannot be returned

Some items are non-refundable, including:

• Perishable items such as food, or products that could pose a health hazard if opened or used.
• Custom-made products such as special orders or personalized items.
• Personal care products, such as cosmetics or beauty products.

7. Note

Returned items must be sent to the address specified by Shinnara's consultant .
If more than 7 business days have passed since receiving the goods, Shinnara will not accept returns.

8. Contact

Please contact Shinnara if you have any questions or require a refund through the methods below:

Support Center : SHINNNRA CO., LTD.
Address : MD Complex Building | 68 Nguyen Co Thach Street, My Dinh Ward, Hanoi, Vietnam.
Email : info@shinnara.vn
Phone number : (+84) 939 200 993

We will try to respond to your request as soon as possible.