Return policy
At sethyang, we want you to be completely satisfied with your purchase. If for any reason you are not happy with the items you receive, we offer a straightforward return and exchange policy to ensure a hassle-free experience. Please read the following terms carefully to understand our return requirements, procedures, and exceptions before initiating a return.
1. Eligibility for Returns
To be eligible for a return or exchange, the items must be in their original, unused, and unwashed condition, with all original tags, labels, and packaging intact. We do not accept returns for items that have been worn, washed, altered, damaged, or otherwise used, as these items can no longer be resold. Additionally, certain items are non-returnable due to hygiene or safety reasons, including but not limited to underwear, swimwear, socks, and face masks, unless they are defective or arrive in a damaged condition. Custom or personalized items are also non-returnable, unless there is a manufacturing defect or error in the customization process caused by our team. Please inspect your order carefully upon receipt to ensure that the items are free from defects and match the description on our website.
2. Return Timeframe
You must initiate a return request within 30 days from the date you receive your order. Returns requested after this 30-day period will not be accepted, and no refunds or exchanges will be issued. To confirm the delivery date, you can refer to the shipping confirmation email we sent you or track your order using the tracking number provided. We recommend initiating the return process as soon as possible if you are unsatisfied with your purchase to avoid missing the deadline. Please note that the time it takes for the returned items to reach our warehouse is not included in the 30-day timeframe, so we advise using a shipping method with a tracking number to ensure timely delivery.
Return Process
To initiate a return, please follow these steps: First, contact our customer service team to request a return authorization (RA) number. You can reach us via email, phone, or mail using the contact information provided at the end of this policy. When contacting us, please include your order number, the name of the items you wish to return, the reason for the return, and your preferred resolution (refund or exchange). Once your return request is approved, we will send you an RA number along with detailed instructions on how to package and ship the items back to us. Please clearly mark the RA number on the outside of the return package; packages without a valid RA number may be refused or delayed in processing. You are responsible for the shipping costs associated with returning the items to us, unless the return is due to a defective item, incorrect shipment, or other error caused by our team. We recommend using a trackable shipping service and purchasing shipping insurance, as we are not responsible for lost, stolen, or damaged packages during the return transit. Once we receive and inspect the returned items to confirm they meet our return eligibility requirements, we will process your refund or exchange within 5-7 business days.
4. Refund and Exchange Details
For approved returns, we offer two options: a full refund to your original payment method or an exchange for another item of the same or different value. If you choose a refund, the amount refunded will be the purchase price of the returned items, excluding any original shipping costs (unless the return is due to our error). The refund will be processed to the same payment method used for the original purchase, and the time it takes for the refund to appear in your account may vary depending on your payment provider and bank, typically ranging from 3-10 business days. If you choose an exchange, we will ship the new item to you free of charge, provided that the exchange is for an item of equal value. If the new item is more expensive than the returned item, you will be required to pay the difference before we ship the exchange. If the new item is less expensive, we will issue a refund for the difference to your original payment method. Please note that exchanges are subject to product availability; if the item you wish to exchange for is out of stock, we will notify you and offer a full refund instead.
5. Defective or Damaged Items
If you receive an item that is defective, damaged, or incorrect (e.g., wrong size, wrong color, or wrong style) due to our error, please contact our customer service team immediately upon discovery. We will require you to provide clear photos or videos of the defective or damaged item, along with the original packaging and tags, to verify the issue. Once the issue is confirmed, we will offer a free return and exchange, a full refund, or a store credit, at your discretion. We will cover all shipping costs associated with returning the defective or damaged item to us, and we will send the replacement item (if applicable) free of charge. Please do not attempt to repair or alter defective items, as this may invalidate your return eligibility.
6. Additional Terms and Conditions
sethyang reserves the right to refuse a return or exchange if the items do not meet our eligibility requirements, or if we suspect fraudulent activity (e.g., returning items that were not purchased from our website, or returning used items as new). We are not responsible for any items that are lost, stolen, or damaged during the return shipping process, so we strongly advise using a trackable shipping service. If you receive a refund or exchange for an item, you agree to return the original item to us promptly and in the condition required by this policy. Failure to return the original item may result in us charging you for the value of the refunded or exchanged item. This return policy applies only to purchases made directly through our website; purchases made through third-party retailers or platforms are subject to the return policies of those retailers or platforms.
7. Contact Information
If you have any questions or need assistance with initiating a return, please contact our customer service team using the following details:
Email: sebyong01@outlook.com
164 Maple Street, Oakwood District
+1 (666) 789-1245