Return Policy

Return & Refund Policy

At Shineiva, we want our customers to have a clear, simple, and transparent return experience.

This Return & Refund Policy applies to eligible purchases made through Shineiva.com.

1. 30-Day Return Period

Customers may request a return within 30 days after the order has been confirmed as delivered.

Before returning any product, please contact our customer support team:

Customer Service Email:
service@shineiva.com

Our team will review your request, confirm eligibility, and provide the applicable return instructions and return address.

Please do not send products back without contacting us first.

Returns sent without prior authorization or to an unauthorized address may experience delays or may not be processed.

2. Return Eligibility

Unless the product is damaged, defective, incorrect, incomplete, or otherwise covered by applicable consumer protection laws, returned items should generally meet the following conditions:

  • The product is unused or in like-new condition

  • The product has not been damaged by the customer

  • The product has not been modified or altered

  • All original accessories are included

  • All included components are returned

  • Product packaging is included where possible

  • Any manuals or documentation included with the product are returned

Proof of purchase may be required, such as:

  • Order number

  • Order confirmation email

  • Purchase email address

We may inspect returned products before approving a refund.

3. Opened or Used Products

Opening a product does not automatically mean it cannot be returned.

However, where permitted by applicable law, opened or used products may be subject to inspection before approval.

Returned products should not show signs of:

  • Excessive use

  • Misuse

  • Physical damage

  • Unauthorized modification

  • Missing components

  • Damage caused by improper storage or handling

If a product has significantly reduced value due to handling beyond what is reasonably necessary for inspection, we may make an appropriate deduction where permitted by law.

4. Non-Returnable Items

Where permitted by applicable law, certain products may not qualify for standard returns, including:

  • Customized or personalized products

  • Products clearly marked as final sale

  • Products damaged due to misuse or improper handling

  • Products missing important components or accessories

  • Products that have been modified or altered without authorization

  • Other products specifically identified as non-returnable before purchase

Any product-specific exceptions will be stated on the product page or communicated before return approval.

Nothing in this section limits consumer rights that cannot legally be excluded.

5. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order after delivery.

If your order arrives with:

  • Damage

  • Defects

  • Incorrect products

  • Missing accessories

  • Missing items

  • Incomplete contents

Please contact us as soon as possible.

To help us review your request efficiently, please provide:

  • Order number

  • Product name

  • Clear photos of the product

  • Photos of the packaging

  • Shipping label photos (if available)

If applicable, please provide additional information or a short video showing the issue.

After reviewing the information provided, we will determine the appropriate solution, which may include:

  • Replacement

  • Refund

  • Additional assistance

  • Other appropriate resolution

6. Troubleshooting Before Return

For certain product-related concerns, our support team may first provide reasonable troubleshooting suggestions.

These may include:

  • Confirming product usage instructions

  • Checking product condition

  • Providing care recommendations

  • Reviewing possible shipping-related issues

These steps help determine whether the issue can be resolved without requiring a return.

If a product appears unsafe or significantly damaged, please stop using it and contact us.

7. Return Shipping Costs

For preference-based returns, including:

  • Change of mind

  • Incorrect purchase decision

  • Product no longer needed

  • Personal preference reasons

  • Style or expectation differences

Customers are generally responsible for return shipping costs where permitted by applicable law.

If Shineiva confirms that the product was:

  • Damaged during delivery

  • Defective

  • Incorrectly shipped

  • Missing items

we will provide an appropriate resolution.

Please do not purchase expensive return shipping before receiving instructions from our customer service team.

8. Original Shipping Fees

Original shipping fees are generally non-refundable for preference-based returns unless:

  • Shineiva made a shipping error

  • The product is defective

  • Refund is required by applicable law

9. Return Address

Return addresses may vary depending on:

  • Product type

  • Shipping location

  • Customer destination

  • Logistics arrangements

Therefore, please do not send products to our registered company address unless specifically instructed by our customer support team.

Once your return request is approved, we will provide the correct return address.

10. Return Packaging

Customers should carefully package returned products to reduce the risk of damage during transportation.

Where possible, please include:

  • Product itself

  • Original packaging

  • Accessories

  • Product materials included with the order

Customers are responsible for ensuring returned items are properly packaged for shipment.

11. Missing Accessories or Components

Where permitted by applicable law, refunds may be adjusted if returned products are missing components or accessories originally included with the order.

Examples include:

  • Decorative components

  • Product parts

  • Packaging materials

  • Instruction materials

Any deductions will be evaluated based on the actual condition of the returned product.

12. Return Inspection

After receiving a returned product, we may inspect:

  • Product condition

  • Return eligibility

  • Reason for return

  • Completeness of included items

Approval of a return request does not automatically guarantee a refund.

Refunds will be processed after the returned product has been received and reviewed.

13. Refunds

If your return is approved after inspection, refunds will generally be issued to the original payment method used for purchase.

After Shineiva issues the refund, your:

  • Bank

  • Card issuer

  • Payment provider

may require additional processing time before the funds appear in your account.

Processing times are controlled by financial institutions and are outside Shineiva’s control.

14. Refund Deductions

Where permitted by applicable law, reasonable deductions may apply for significant loss of value caused by:

  • Missing accessories

  • Excessive use

  • Customer-caused damage

  • Unauthorized modifications

  • Improper handling

Any deductions will be assessed based on the specific circumstances.

15. Exchanges

Exchange availability depends on:

  • Product availability

  • Current inventory

If a direct exchange is unavailable, the most effective option may be:

  1. Request a return for the eligible product.

  2. Complete the approved return process.

  3. Place a new order for the desired product.

Please contact customer service before requesting an exchange.

16. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible after placing your order.

We will make reasonable efforts to assist before the order enters processing.

However, once an order has entered:

  • Processing

  • Preparation

  • Packaging

  • Shipping procedures

we cannot guarantee cancellation.

If your order has already shipped, you may need to follow the return process after delivery.

17. Refunds for Cancelled Orders

If an order cancellation is successfully completed after payment has been processed, we will issue a refund to the original payment method or another method permitted by the payment provider.

Your financial institution may require additional processing time.

18. Refused or Unclaimed Packages

Refusing delivery or failing to claim a package does not automatically qualify for a full refund.

If a package is:

  • Refused

  • Unclaimed

  • Returned to sender

please contact us so we can review:

  • Shipping status

  • Carrier charges

  • Product condition

  • Return eligibility

Where permitted by law, reasonable return shipping or handling costs caused by refusal or failure to accept valid delivery may be deducted from preference-based refunds.

19. International Returns

International returns may involve additional:

  • Shipping costs

  • Customs procedures

  • Documentation requirements

  • Transit time

Please contact us before sending any international return.

Except where required by applicable law, Shineiva is not responsible for unnecessary customs fees or shipping costs caused by incorrect return procedures.

20. Consumer Rights

This Return & Refund Policy supplements, and does not replace, consumer rights provided under applicable laws.

Depending on your country, state, province, or region, you may have legal rights related to:

  • Defective products

  • Product conformity

  • Repairs

  • Replacements

  • Returns

  • Refunds

  • Cancellation rights

Nothing in this policy is intended to waive or limit rights that cannot legally be excluded.

Where mandatory consumer protection laws provide greater rights than this policy, those legal rights will continue to apply.

21. Contact Us

If you have questions regarding:

  • Returns

  • Refunds

  • Exchanges

  • Damaged products

  • Product concerns

  • Order cancellations

Please contact us:

Brand Name: Shineiva

Store Operator: Dingzhou Xingzhu Network Technology Co., Ltd.

Legal Entity: Dingzhou Xingzhu Network Technology Co., Ltd.

Unified Social Credit Code: 91130682MAE7PN7C0F

Registered Address:
No. 100, Mengjiazhuang Village, Chang'an Office, Dingzhou City, Hebei Province, China

Customer Support Email:
service@shineiva.com

For order-related inquiries, please provide:

  • Your order number

  • The email address used during checkout

This will help our team provide faster assistance.

Please do not send complete payment card information or account passwords by email.

Shineiva.com is operated by Dingzhou Xingzhu Network Technology Co., Ltd.