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Return & Exchange

Return & Exchange Policy

1. Items returned within 15 days of receiving your original order will be eligible for a refund if it has evident manufacturing defect, such as the size, style, material or color doesn't match the description, please feel free to contact us, our customer service will reply to you as soon as possible.

2. Items must be returned in original, factory condition (unaltered, unworn, undamaged and with tags attached in original packaging) as we do not sell refurbished or previously owned products. Please make sure the merchandise is original. Items have been used or washed is not allowed to return any more.

3. Please notice that if you wish to return any or all parts of your order, you will need to contact customer service firstly, you can send the items back after their confirmation. Once the returned item is received and inspected, your refund will be processed and automatically applied to your original payment account. Buyer needs to pay for the return shipping fee. Or you can keep the product and negotiate with our customer service for the refund directly.

4. Care and styling product, accessories, liquids, and special order items are ineligible for return. Please note that free gifts should be shipped out together with the original package.

5. Personalized, special order, all custom unit maked final sale can not be returned & exchanged. Please ensure you are fully aware of what you are ordering before purchase to avoid any disappointment.

6. After the return request has been authorized, the merchandise can be shipped back to the address we gave you. Please kindly send email about your order number and returned package number.

7. Shipping and handling charges are not refundable. Packages that arrive COD may be denied, or the COD amount may be deducted from your return.

Cancellation

We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out.

Refunds (if applicable)

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at service@henwinto.com.

Please contact our Customer service at service@henwinto.com to get the return address.

 

Here are some FAQ in regards to our return & exchange policy:

 1. HOW DO I MAKE A RETURN?

Email us at service@henwinto.com and let us know your order number. We will then provide you with instructions and a return address to ship your set back. All returned items will be inspected to see if you have the qualify for a refund. Note: we highly recommend to ship your set via a trackable shipping option, as that can greatly expedite the process.

2. HOW DO I MAKE A EXCHANE?

E-mail us at service@henwinto.com and let us know your order number, as well as which product you'd like to exchange for. We will then provide you with instructions and a return address to ship your set back for an exchange. All items will be inspected to see if you can get an exchange.

We will send you the brand new merchandise after we have received, inspected and confirmed that the returned merchandise were not opened.

Note: Opened merchandise will not be exchanged.

3. WHAT IS THE RETURN/EXCHANGE PERIOD?

We will provide a refund/exchange period on unopened merchandise within (15) days of the date that you receive your package.

4. CAN I EXCHANGE MY ORDER?

Yes. We are happy to accept exchange within 15 days after signature, accept the quality problem, such as: wrong color, wrong size, wrong style, and so on. It will be more persuasive if you attach a picture of the packing box containing the shipping information and a picture of the item you received in the email. We will look into the case once we receive your email, then offer you some solutions. 

5. DO I HAVE TO PAY FOR THE SHIPPING OF MY RETURN/EXCHANGE?

Yes, you are responsible for all return/exhange shipping costs. We recommend that you send your return with a tracking option, because KAISSAY will not be responsible for lost returns. Note: please indicate "RETURN, NO DUTIES" on the package, otherwise the package may be returned to you.

6.MAY I RETURN/EXCHANGE MY MERCHANDISE WITHOUT CONTACT YOU?

No. You must contact us prior to sending your return, as the return address may be different from the address your order was originally shipped from. Please note that refunds for merchandise returned without contacting us cannot be guaranteed.

7. WHEN WILL I RECEIVE MY REFUND?

A full refund will be provided to the original method of payment after we have received, inspected and confirmed. All customers must contact us after sending the package back and provide us with the tracking information in order for us to process the refund. Some financial institutions can take up to 3-5 business days to process the refund. Please allow a few business days for your financial institution to reflect the refund on your statement prior to contacting us.

8. WHEN WILL I RECEIVE MY EXCHANGE?

We will send you the different merchandise after we have received your returns, inspected and confirmed that the returned package were not opened. All customers must contact us after sending the package back and provide us with the tracking information of the set being sent back, in order for us to place the order for your exchange. It takes 1-2 business days to process all orders from the moment we place it in our system. USA orders take 7-12 business days to be delivered with standard free shipping, and Europe orders may take anywhere from 7-15 business days.

 All Custom Unit maked final sale can not be returned & exchanged.

9. HOW MAY I CONTACT YOU?

You may contact us by email at service@henwinto.com. We always guarantee a response within 24 hours and will be happy to help you!

CUSTOMER SERVICE SUPPORT

Email: service@henwinto.com
Compay Name:Kenting Ridge Ltd,
Compay Address:6-9 The Square, Stockley Park, Uxbridge, England, UB11 1FW
OPENING TIME ONLINE

Monday - Friday: 24 Hour Online Customer Service

Sunday: 15:00 PM-23:59 PM (PST)

ASK US ANYTHING! WE'LL GET BACK TO YOU WITHIN 24-48 HOURS.

 

Note: If requesting for return or exchange or cancel your order, you shall firstly contact us by service email: service@henwinto.com. We will not provide any exchange, return or repair service on returned your package without our permission, and all loss shall be undertaken by customers.

Best Regards,
Kaissay Team (Kaissay.com)