Return policy

Last updated: [February 5, 2024]

We have a 7-day returns policy, which means you have 7 days after receiving the item to request a return.

1. Return conditions
Buyer agrees that Buyer may request return/refund only in the following cases:

a. The buyer paid using a valid payment method and directly on the Shinnara Site but (i) did not receive the products, or (ii) did not receive all of the ordered products, or (iii) received the product is fake or counterfeit;

b. The product is defective or damaged during transportation;

c. The Seller delivers the wrong product to the Buyer (for example: wrong size, wrong color, wrong product, etc.);

d. The product received by the Buyer is significantly different from the information provided by the Seller in the product description;

e. Expired products;

f. Returned Products are not Restricted Returns Products;

H. The Buyer returns the goods due to a change in demand for the product and the purchased product (including all accompanying accessories, VAT invoice, warranty stamp (if any)) is still in intact condition, with tags intact. , in original box and unused as when the Buyer receives the goods from the shipping unit.

Buyers can submit a return/refund request within 07 (seven) days from the time the order is updated and successfully delivered. In some cases where the Buyer needs to return the goods/refund after the above deadline, Shinnara will consider and can support the Buyer to return the goods/refund within the scope in accordance with the Shinnara Policy.

All return and refund requests must be made through Website Shinara.vn or through an official 3rd party partner designated by Shinara according to the terms of service.

2. Condition of returned goods

To limit problems related to returns, Buyers should note that they need to package goods according to the packaging regulations in the Shinara Shipping Policy and return the product including all accompanying accessories. VAT invoice, warranty stamp (if any) and the product must be in the same condition as when received. Buyers are required to record a video or take photos of the product immediately upon receipt and while packing the returned item for future reference/complaint evidence.

If your return is accepted, we will send you a return tracking number as well as instructions on how and where to send your package. Items returned to us without going through the review process will not be accepted for a refund of any kind.

3. Return costs

According to return regulations, Shinnara is responsible for implementing the goods recall process as follows

a. In the form of "Pick up and return goods at home" or "Send goods at the post office": The buyer does not have to pay any shipping fees for returning goods;

b. According to the "Self-arrange" form: Buyers need to pay shipping costs for returning goods in advance. Shinnara will refund an amount equal to the shipping fee that the Buyer paid to the shipping unit via bank transfer payment within 3-5 working days from the date the Buyer sent the goods back to the order. shipping and Buyer's return/refund request is accepted.

4. Refunds for Returned Goods

Shinnara will only refund the Buyer when the Buyer meets one of the following cases:

(i) Returned goods must comply with the procedure specified by the Shinnara operations team in accordance with the provisions of this clause; or

(ii) Exceptionally some items may be accepted for refund without return; or

(iv) The Buyer's order is eligible for return/refund and the Customer has returned the goods to the carrier and the carrier has confirmed receipt of the returned goods.

Depending on each case, refunds will be returned via bank transfer, or Buyer's credit/debit card registered with Shinnara.

4. Damage and problems
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the problem and fix it. And proceed with the return process by contacting the Consulting Hotline or Email below.

5. Exceptions/non-returnable items

Some types of items cannot be returned, such as perishables (such as food...), custom products (such as special orders or personalized items), and merchandise personal care (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

Note
Please note that returns will need to be sent to the address specified by the consultant. Shin's warehouse address or headquarters address is considered valid. If more than 7 working days have passed since receiving the goods, Shinara will not accept returns of any kind.

Contact us at address
Company name: Shinnara Co., Ltd
Address: 7th Floor, Charmvit Building, 117 Tran Duy Hung, Cau Giay, Hanoi
Email: janjin1210@gmail.com
Phone number: 039509376