Refund and Return Policy

Refunds

 

Refund requests are generally accepted within 30 days from the date the package is delivered.

 

If you encounter any issues after receiving your package, please contact our support team immediately, including but not limited to the following reasons:
 

 

1.Not Receiving the Package

If you have not received your package after the normal shipping period, we guarantee a refund or reshipment of your order, except in cases where the delivery failure is due to customer error, such as providing an incorrect delivery address or issues with customs clearance caused by the customer.

 

2.Extreme Weather, Postal Delays, Customs, Local Protests, etc：

In such cases, we cannot guarantee timely delivery, but we will do our best to assist you. Thank you for your understanding.

 

Missing Items from My Shipment:

 

First, check to ensure you have received all boxes associated with your order. Then, thoroughly empty each box you received, as small parts may sometimes get stuck in seams or packing materials. If you still cannot find your items, please email customer service immediately, including a description of the missing quantities and photos of the entire package. We will forward this to our warehouse to check monitoring records and packaging images. Steps:

 

Email the support team for authorization.

We will investigate and verify the issue.

Based on the specific situation, we will provide a solution to the customer.

 

Returns

 

Products should be returned to xxx, with the customer proving that the product was purchased from xxx and not substituted in whole or in part from other suppliers, distributors, or similar sources. Returns must be in original packaging and unused (except for defective items). ESD or moisture-sensitive products should not be opened unless under controlled conditions. General rules:

 

Returns are generally accepted within 30 days from the date the package is delivered.

When customers request returns for "non-genuine/counterfeit/quality issues," a valid quality report issued by an authorized third-party agency recognized by your company is required.

In some cases, only partial refunds may be allowed (if applicable):

 

Items with obvious signs of use

Books, CDs, DVDs, VHS tapes, software, video games, cassette tapes, or vinyl records that have been opened

Any items that are not in their original condition, damaged or missing parts for reasons not due to our error

Any items returned more than 30 days after delivery

 

Refunds (if applicable)

 

After we receive and inspect your return, we will send you an email to notify you that we have received the returned item. We will also notify you of the approval or rejection of your refund.

 

If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within a certain number of days.

 

Delayed or Missing Refunds (if applicable)

 

If you have not received your refund yet, please 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 have completed all these steps and still have not received your refund, please contact us at chenxiaojie@sinapus.com.

 

Sale Items (if applicable)

 

Only regular-priced items can be refunded; unfortunately, sale items cannot be refunded.

 

Exchanges (if applicable)

 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email hesu@sinapus.com and send your item to:

 

18 Zhonghang Road, Huahong Community, Huaqiangbei Street, Futian District, Shenzhen, China, New Asia Guoli Building, 1st Floor N1A081-082, Zip Code: 518000.

 

Gifts

 

If the item was marked as a gift when purchased and shipped directly to you, you will receive gift credit equal to the value of the return. Once we receive the returned item, we will send you a gift certificate.

 

If the item was not marked as a gift when purchased, or if the gift giver had the order shipped to themselves to later give to you, we will refund the gift giver, who will be informed of your return.

 

Shipping

 

To return your product, you should mail your product to:

 

18 Zhonghang Road, Huahong Community, Huaqiangbei Street, Futian District, Shenzhen, China, New Asia Guoli Building, 1st Floor N1A081-082, Zip Code: 518000.

 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

 

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

 

Information
 

If you wish to: access, correct, modify, or delete any personal information we have about you, register a complaint, or simply want more information, please contact us at chenxiaojie@sinapus.com or mail to:

 

SINAPUS

Privacy Compliance Officer

18 Zhonghang Road, Huahong Community, Huaqiangbei Street,

Futian District, Shenzhen, China,

New Asia Guoli Building, 1st Floor N1A081-082,

Zip Code: 518000.