Return Policy
RETURN & REFUND POLICY
At shuyuanyuzhou, we want our customers to have a clear understanding of how returns, refunds, cancellations, and product-related concerns are handled.
This Return & Refund Policy explains our return period, eligibility requirements, return procedures, responsibility for return shipping costs, and refund processing timelines.
Please review this policy before submitting a return or refund request.
180-DAY RETURN WINDOW
Eligible orders may be returned within 180 calendar days from the date of delivery, subject to the requirements set out in this policy.
To qualify for a standard return, the product generally must:
- Be returned within 180 calendar days after delivery;
- Be unused and remain in substantially the same condition in which it was received;
- Include the original packaging where applicable;
- Include valid proof of purchase, such as an order number or order confirmation;
- Meet any additional return requirements stated on the applicable product page.
Products that do not meet these requirements may not qualify for return approval unless otherwise required by applicable consumer law.
The 180-day return window does not mean that all returns include free return shipping.
Responsibility for return shipping depends on the reason for the return, as explained below.
HOW TO REQUEST A RETURN
Before returning any product, please contact our customer support team:
Customer Support Email: service@shuyuanyuzhou.com
Business Phone: +86 755-83118651
When submitting a return request, please provide:
- Your order number;
- The product you wish to return;
- The reason for the return;
- Photos or videos where relevant, particularly for damaged, defective, incorrect, or materially different products.
Our customer support team will review your request and, if approved, provide the appropriate return instructions.
Please do not send any product back before receiving return authorization and instructions from us.
RETURN ADDRESS
Please do not send returns to our registered business address or directly to a manufacturer unless our customer support team specifically instructs you to do so.
After your return request has been reviewed and approved, our customer support team will provide the appropriate return warehouse address and instructions for your order.
Returns sent to an unauthorized address may experience delays, may be rejected, or may not be processed correctly.
RETURN SHIPPING COSTS
Responsibility for return shipping depends on the reason for the return.
Preference-Based Returns
If you are returning a product because:
- You changed your mind;
- You ordered the wrong product;
- You no longer want the product;
- You selected the wrong quantity or variation; or
- The return is for another reason unrelated to a product defect or fulfillment error,
you are responsible for the applicable return shipping cost.
Damaged, Defective, Incorrect, or Materially Different Products
If a product arrives:
- Damaged;
- Defective;
- Incorrect;
- Missing required components; or
- Materially different from the product description,
shuyuanyuzhou will provide an appropriate replacement, refund, or return solution at no additional cost to you.
If a return is required because of an error on our part, you will not be required to pay the applicable return shipping cost.
We do not charge a restocking fee for eligible returns.
Returns made without prior authorization or using an unauthorized shipping method may not qualify for reimbursement of shipping expenses.
DAMAGED, DEFECTIVE, INCORRECT, OR MISSING PRODUCTS
If your order arrives with a product-related issue, please contact us as soon as reasonably possible at:
Please provide:
- Your order number;
- A description of the issue;
- Clear photographs or videos where appropriate;
- Photos of the packaging where the product arrived damaged or incorrect.
After reviewing the information provided, we may offer an appropriate solution, such as:
- A replacement;
- A refund;
- An authorized return arrangement; or
- Another reasonable customer service solution.
If the issue resulted from an error by shuyuanyuzhou, you will not be required to pay additional return shipping costs associated with resolving that error.
REFUND REVIEW AND PROCESSING
Once an authorized return has been received and inspected, we will notify you by email regarding the status of your refund.
If your refund is approved, the eligible refund amount will be issued to your original payment method within 5–10 business days after the returned product has been received and inspected.
Unless otherwise required by applicable law or separately agreed with you, refunds will normally be processed using the same payment method used for the original purchase.
After we issue the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
LATE OR MISSING REFUNDS
If we have confirmed that your refund has been processed but it has not yet appeared in your account, please:
- Check your bank or payment account again;
- Contact your credit card issuer or payment provider;
- Contact your bank to determine whether additional processing time applies.
If the refund still cannot be located after completing these steps, please contact:
Please include your order number so that we can review the matter efficiently.
ORDER CANCELLATIONS
Orders may generally be cancelled before they enter fulfillment or have been dispatched.
If you wish to request a cancellation, please contact us as soon as possible at:
Please include your order number.
If an eligible cancellation request is approved before shipment, the applicable amount already paid will normally be refunded to your original payment method.
Once an order has been dispatched, it can no longer be cancelled.
After receiving the order, you may request an eligible return in accordance with this Return & Refund Policy.
RETURNS THAT MAY NOT BE ELIGIBLE
A return request may be declined where:
- The request is submitted after the applicable 180-day return period;
- The product has been materially altered after delivery;
- The product has been misused or damaged for reasons unrelated to an original defect;
- The product does not meet the return conditions stated in this Policy or on the applicable product page;
- Valid proof of purchase cannot reasonably be verified;
- The return was sent to an unauthorized address without prior approval.
Nothing in this section is intended to limit any mandatory consumer rights that cannot legally be excluded or waived.
REFUND METHOD
Approved refunds are generally issued to the original payment method used for the purchase.
We do not normally issue refunds to a different:
- Credit or debit card;
- Bank account;
- Digital wallet;
- Payment account;
unless required by applicable law or otherwise specifically agreed.
The time required for the refund to appear after processing may vary depending on your bank, card issuer, or payment provider.
EXCHANGES AND REPLACEMENTS
Where appropriate, we may offer a replacement instead of a refund for a product that arrives damaged, defective, incorrect, or materially different from its description.
Replacement eligibility may depend on:
- Product availability;
- The nature of the issue;
- The information provided with the request;
- Other relevant circumstances.
Please contact:
before returning any product.
RETURN AUTHORIZATION
All returns should be authorized by our customer support team before shipment.
After approval, we will provide:
- The applicable return warehouse address;
- Return instructions;
- Any additional information reasonably required to process the return.
Please retain any return shipping receipt or tracking information until the return process has been completed.
CONTACT INFORMATION
If you have questions regarding a return, refund, cancellation, damaged product, defective product, incorrect order, or another after-sales matter, please contact us.
Brand: shuyuanyuzhou
Legal Company Name:
Shenzhen Xuanfeng Xiaozi Technology Co., Ltd.
Business Address:
Room 10B36, Dongle Building
No. 2019-2 Shennan East Road
Xinnan Community, Nanhu Subdistrict
Luohu District, Shenzhen, Guangdong
China
Customer Support Email:
service@shuyuanyuzhou.com
Business Phone:
+86 755-83118651
shuyuanyuzhou is owned and operated by Shenzhen Xuanfeng Xiaozi Technology Co., Ltd.