Return policy

Last updated: [05.02.2024]

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

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

a. The Buyer has paid using a valid and direct payment method on the Shinnara Site but (i) has not received the product, or (ii) has not received all the products ordered, or (iii) has received a counterfeit or fake product;

b. The product is defective or damaged during transportation;

c. The Seller delivers the wrong product to the Buyer (e.g. wrong size, wrong color, wrong product, etc.);

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

e. Expired product;

f. The returned Product is not a Restricted Return Product;

h. The Buyer returns the product due to a change in the need to purchase the product and the purchased product (including all accompanying accessories, VAT invoice, warranty stamp (if any)) is still in intact condition, with original stamp, original box and unused as when the Buyer received the product from the shipping unit.

Buyers can submit a request for return/refund within 07 (seven) days from the date the order is successfully updated for delivery. In some cases where Buyers need to return/refund after the above period, Shinnara will consider and may support Buyers to return/refund within the scope of compliance with Shinnara Policy.

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

2. Condition of returned goods

To limit any problems arising from the return of goods, Buyers should note that they must pack according to the packaging regulations in Shinara's Shipping Policy and return the product including all 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 a photo of the product immediately upon receipt and while packing the returned goods as evidence for comparison/complaints later.

If your return is approved, 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 shipping costs

According to the return policy, Shinnara is responsible for carrying out the return process as follows:

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

b. By “Self-arrangement” method: The Buyer shall prepay the shipping cost for the return of the goods. Shinnara shall refund the amount equal to the shipping cost that the Buyer has paid to the shipping unit via bank transfer payment within 3-5 working days from the date the Buyer has returned the goods to the shipping unit and the 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 procedures specified by the Shinnara operations team as prescribed in this clause; or

(ii) Exceptionally certain 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 item to the carrier and the carrier has confirmed receipt of the return.

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

4. Damage and problems
Please check your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so we can assess the problem and rectify 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 perishable items (such as food, etc.), custom-made products (such as special orders or personalized items), and personal care items (such as beauty products). Please contact us 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. Shinara's warehouse address or head office address is considered valid. If it has been more than 7 working days since receiving the goods, Shinara will not accept returns of any kind.

Contact us at
Support Center: Shinnara Support Center
Address: 7th Floor, Charmvit Building, 117 Tran Duy Hung, Cau Giay, Hanoi
Email: info @shinnara.vn
Phone number: 039509376