Last updated July 12, 2024
Thank you for the purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a refund. Please see below for more information on our return policy.
RETURNS
All sales are final 48 hours after delivery.
A request of return should be submitted within 48 hours after delivery. issen.co must approve all returns with a RMA (Return Merchandize Authorization) number. All returned items must be in new and unused condition, in original packaging and with all original tags and labels attached.
HOW TO GET A RAM NUMBER?
Simply contact contact@issens.co to obtain a RMA number. When contacting us to initiate a return, please include the following information:
- The reason for the return
- Your issens order # (you can find this in your order confirmation email)
- Your phone number
- If the item arrived damaged, photos of the damaged item and packaging
Please note:
- Returns without a RMA number will not be processed, or will be assessed an additional fee at our discretion.
- Items must be returned within 10 days of the issuance of the RMA number, and must be received in the original packaging.
- Customer assumes liabilities and is responsible for costs incurred for unauthorized returns.
- Return shipping arrangements and costs are the responsibility of the customer. We strongly recommend that you use a trackable method to mail your return.
REFUNDS
Refunds will be issued if and after the returned merchandise arrives at our warehouse undamaged and in its original condition and packaging. Please allow us at least (10) days from the receipt of your item at our warehouse to process your refund.
- We reserve the right to refuse returns or exchanges of items that are not in new condition due to damage or misuse by the customer.
- A 15% restocking fee and the original shipping charge will be charged for all returns, unless the return is a result of a manufacturing defect or our shipping error.
- For health and safety reasons, bedding, towels, pillows and related items are not returnable. Please review the color, design and dimensions carefully on the product page before placing your order.
- Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company.
- Please do not request a chargeback with your credit card company while waiting for a refund. This will only make the process longer and more complicated. If you have any concerns, please contact us first for resolution.
HOLIDAY RETURN & REFUND POLICY
We will not be able to process any return & refund requests made during Chinese New Year Holiday (Starting usually 2 days ahead of the new year Chinese Lunar Calendar), International Labour Day (May 1st), and China's National Day (October 1st), effective return & refund time window will be extended to workdays after the holiday.
DAMAGES
Please inspect your order immediately upon arrival. If your item was shipped to you by motor freight, please inspect the package for visible damage before the carrier leaves.
- In the unlikely event you receive a damaged item due to shipping, please mark on the Bill of Lading (delivery receipt) "damaged" before signing, or you may refuse to accept the piece. . We may not be able to process a damage claim without the Bill of Lading marked "damaged".
- Please take pictures of the damage and email to contact@issens.co within 3 days of receipt. Our customer service team will notify you regarding solutions.
- If you believe you have received an incorrect item or defective/damaged item, please keep all the original packing materials (including pallets, crates, etc.) and email us at contact@issens.co .Our customer service team will assist you in handling and replacing your damaged item.
* Sale items and custom/special orders are FINAL SALE and cannot be returned.
CANCELLATION
Prior to shipping, buyers may be able to cancel an order. Please notify us within 24 hours of purchase if you would like to cancel an order, as prompt cancellation will reduce the likelihood that you will incur shipping charges.
- Once the shipment has initiated, the cancellation will be considered a return, and you will be responsible for packaging and shipping the returned item, including both the outbound shipping costs and the costs to return the order to the seller.
- Email us at contact@issens.co . Be sure to include your issens order number and the reason that you wish to cancel.
QUESTIONS
If you have any questions concerning our return policy, please contact us at contact@issens.co.