Refund policy

90-Day Money-Back Guarantee

We have a 90-day return policy, which means you have 90 days after receiving your item to request a return. (Only "The Shiner" has a 90+90 refund service; other products do not).

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at [email protected].

Requirements for Return

The return request must be made within 90 days from the date of purchase.（The Shiner promises a 90+90 refund service and can request a refund within 180 days.）
Please ensure to contact our customer service team before initiating a refund. Items returned without prior approval may not be accepted, and you may be responsible for any associated shipping costs.
Please include the following information for your refund request:

Your order number.
Valid reasons for return or exchange.
Specify the quantity of the product you wish to return.
If you require an exchange, please provide details.
Clear and detailed photos of the product, showing its condition.
If you have retained the original packaging, please attach photos for evaluation of its condition.

Non-Acceptable Return Conditions:

Products not purchased from www.naisigoo.com.
Missing or damaged original product, accessories, manuals, cables, or other included items.
Products showing physical damage or obvious misuse by the user.
Products with visible stains (scratches, food or oil stains, etc.).
Orders exceeding 90 days from the purchase date (Customers who purchased The Shine are entitled to a 90-day + 90-day return period, allowing returns within 180 days from the purchase date).

Criteria for 100% Full Refund:

Items eligible for return and refund without any charges to the customer must meet the following criteria:

Faulty items that are damaged, broken, or stained upon arrival.
Incorrect items received in the package.
Purchase orders canceled before shipment to the customer.

Imposed Fee for Return Criteria

To ensure swift and hassle-free shipping, minimize unforeseen expenses, and responsibly evaluate and recycle returned items, we need to apply a return fee. This fee covers return shipping and restocking costs, and its amount may vary based on the order status and condition of the returned item(s).
Package(s) canceled in transit, 5% of the total original order(s) value.

Package(s) that have not been opened and possess fully intact, undamaged original packaging and accessories,5% of the total original order(s) value.

The package(s) have been opened, the product(s) have been used, and all the contents of the box are undamaged,10% of the total original order(s) value. Including the re-stocking fee and shipping fee.

Naisigoo cover the shipping costs for returns and exchanges due to quality issues

The Return Process

We can only accept returns or exchanges for items purchased on www.naisigoo.com. If you bought your items from Amazon, Shopee, or an authorized retailer, kindly get in touch with the respective retailer to arrange for a return or exchange.

Contact Us
Reach out to us via email to initiate your return and refund process.
Return the Package
Send the items back to us through your local post office.
Notify Upon Receipt
We'll process your return within 1-3 business days of receiving the package.
Refund Process
Once we confirm that your package meets our return standards, your refund will be issued to your original payment method. Please allow 10-15 business days for the refund to reflect in your bank account (processing time may vary depending on your bank).

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected].

Note：

Order Cancellation

To cancel your order, please contact our customer support representative at [email protected].

1. Free cancellation is available for products that have not yet been shipped.
2. If products have already been shipped and received, and are still in their original packaging, our customer support representative will provide you with the return address. Please note that a 5% fee of the total original order value will apply.
3. Cancellations requested after delivery to the customer will be treated as a return case, and our standard return policy will apply in this scenario.

About Refunds:

Once we receive the returned product in good condition, the order amount will be refunded to your original payment method within 10-15 business days.

Late or Missing Refunds:
If you haven't received your refund yet, please check your bank account first. If the refund is still not reflected in your bank account, contact your credit card company. It may take a few days for the refund to appear in your account. Next, contact your bank, as there may be processing time before the refund is posted. If you have completed these steps and still haven't received your refund, please reach out to us.

Price Match Policy:

A price match adjustment may be applicable if a customer purchases a product and later finds the same product at a lower price. We will consider price matches under the following conditions:

Price match is valid for lower prices occurring within 7 days from the date of your original order delivery.
Clearance and Final Sale products are not eligible for price match adjustments.
If eligible for a price match, the price difference will be refunded to the original payment method within 7 to 10 business days.