Refund policy
You can apply for a return if the following conditions are met:
√ Within 30 days of receiving the goods, the product's external packaging, accessories, gifts, and instructions are intact, and there is no human-induced damage. The product should not have been activated or used, and it should not affect resale.
√ Within 30 days of receiving the goods, if the product has non-human-induced quality issues.
√ Except for product quality issues, customers are responsible for the return shipping costs due to other reasons for returning the goods.
√ For orders that include promotions like discounts or gifts, if you request a return and refund, only the entire order can be refunded, and partial refunds for individual items within the order are not accepted.
√ If you used a coupon or gift card during the purchase, after the refund is completed, the coupon and gift card will be refunded back to you and can be used again within their validity period.
The following cases allow us to refuse the customer's return request:
× Incomplete return of the product, with external packaging, accessories, gifts, or instructions missing, or if the appearance is damaged due to human reasons.
× Unable to provide a valid purchase receipt or document during the return, or if the receipt has been forged or altered.
× Damage caused by reasons other than the product's quality, including human-induced modifications or improper usage contrary to the instructions, resulting in the product's quality issue.
× Non-quality-related issues such as size incompatibility.
× Products clearly marked as "non-returnable" at the time of sale.
× Torn or altered labels, serial numbers, waterproof marks, anti-counterfeit marks, etc.
× Products damaged due to unavoidable factors such as fire, water damage, lightning, traffic accidents, or other force majeure events.
× Incorrect shipping address provided by the customer or if the recipient refuses to accept the package.
× Unsuccessful delivery attempts or returns by the courier due to prolonged inability to contact you through the provided contact information.
× Failure to send the corresponding item within 15 days after confirmation of return service by contacting SheyGo customer service.
× Other circumstances as described in the policy.
You can request an exchange if the following conditions are met:
√ Within 30 days of receiving the goods, if the product has non-human-induced quality issues, SheyGo will bear the round-trip shipping costs for the exchange.
√ Within 30 days of receiving the goods, if the product significantly deviates from the original product description in one or more critical aspects, SheyGo will bear the round-trip shipping costs for the exchange.
√ Within 30 days of receiving the goods, if the user requests an exchange due to selecting the wrong size or other reasons, the customer needs to bear the round-trip shipping costs.
The following cases allow us to refuse the customer's exchange request:
× Exchange request submitted more than 30 days after receiving the goods.
× Unable to provide a valid purchase receipt or document during the exchange, or if the receipt has been forged or altered.
× Incomplete return of the product for exchange, with external packaging, accessories, gifts, or instructions missing, or if the appearance is damaged due to human reasons.
× After official testing by SheyGo, no quality issues are found with the product itself.
× Products clearly marked as "non-returnable" at the time of sale.
× Damage caused by reasons other than the product's quality, including human-induced modifications or improper usage contrary to the instructions, resulting in the product's quality issue.
× Torn or altered labels, serial numbers, waterproof marks, anti-counterfeit marks, etc.
× Products damaged due to unavoidable factors such as fire, water damage, lightning, traffic accidents, or other force majeure events.
× Failure to send the corresponding item within 15 days after confirmation of return service by contacting SheyGo customer service.
× Failure to provide the transportation company's evidence of goods damage when requesting an exchange due to transportation-related damage.
× Other circumstances as described in the policy.
Return and Exchange Instructions:
If you need to apply for a return or exchange, please follow these steps within 30 days after receiving the goods:
- Open the official SheyGo website.
- Go to the "Contact Us" page in the footer.
- Inform us of your order number, product name, product quantity, and the reason for the return or exchange, and attach your purchase receipt.
Refund Processing Time:
1. f the order has not been shipped, we will process your refund request within 2 business days. After the refund request is approved, SheyGo will refund the amount within 7 business days using the original payment method.2. If the order has been shipped, we will process your return and refund request within 2 business days. After receiving the returned goods and verifying their condition within 7 business days, SheyGo will refund the amount using the original payment method.
* Refund processing times might be delayed during promotional periods.
Other Notices:
√ To ensure your rights, please check the products for any damages caused during transportation or any other issues when you receive them. If there are any abnormalities, please contact customer service promptly for quick resolution.
√ If you have any special requirements regarding the products or shipping, please contact us before placing your order.
√ Please carefully verify the shipping information before payment. If you accidentally enter the wrong address, please contact customer service immediately, and we will try to contact the courier for a resolution. However, we cannot guarantee successful address changes, and any risks and costs arising from address modifications will be borne by you.
√ When returning the goods, please ensure you use a trackable shipping method. SheyGo cannot be held responsible for any loss or damage caused during transportation due to logistics reasons.
√ Due to the limitations of materials and the complex handcraft process of Hanfu and related accessories, despite our efforts in quality control, some common minor defects may still occur, such as color differences, wrinkles, loose threads, or untrimmed threads. When you encounter such minor defects, you can contact customer service for assistance and repair instructions, and we will also offer a gift card as compensation.