Returns & Exchanges Policy
At Besin, customer satisfaction is one of the most important aspects of our business and we hope you to be 100% satisfied with your purchase.
But if by any chance that you’re not satisfied with our products, we are happy to provide the following service for a best solution.
Customized products can not be exchanged or returned.
Any items being opened and used, without original package, will not be accepted for returns. However, in the unlikely event of damaged, defective or different item delivered to you, we will provide a full refund or free replacement as applicable. We may contact you to ascertain the damage or defect in the product prior to issuing the refund or exchange.
Any modify of activity enjoyment or change of order is only accepted for the customers who contact us within 48 hours after payment of the business deal with us. We reserve the rights to adjust policy of service and activity without prior notice.
Please keep the case and shipping label when you have a return or refund request. Send the picture of the shipping label to our service.
We’re happy to accept unopened and unused returns for up to 30 days from the date your package is received. A return form is included in your parcel, and we don’t charge any restocking fee.
To obtain a prior approval, please contact us:
Email us at [email protected] and explain reason for return. We’d love to know where things went wrong or how we can improve our work.
Our customer support team will determine the eligibility for refund or exchange and arrange return details for you.
You must return the goods ASAP, within 30 days from the date you receive return instruction given by our customer support team; otherwise, your return will not be accepted or we will charge you full price for the return.
Returning packages without prior approval will be halted or delayed. So please check with us first.
We do not accept return parcels marked as “Freight to Collect”.
If there is any free gift or other accessories in the original package, all of these must be sent back together. If the free gift or accessories are not returned, the relevan charges will be deducted from the total refund amount.
B) Return Shipping Charges
Only after the item is received and inspected by our warehouse, the refund can be processed; and who bears the shipping charges is decided by where the return responsibility lies.
– If return is caused by seller (defective product, wrong item/size/color, etc.): We will issue you a full refund including the original shipping charges, or we will send you an exchange for free. As for the shipping fee to send it back, we are also willing to incur the cost within reasonable limits (please confirm with us first before you send back the item).
– If return is caused by buyer (wrong order placed, no longer needed, not like it anymore, want to change another product, etc.): We will issue you a partial refund deducting the original shipping charges, or we will send you an exchange but you will need to incur the reshipping charges. As for the shipping fee to send it back, also it will be borne by buyer.
Refunds are applied back to the payment method used for the original purchase or by Paypal. And you will be notified via email with the details of the refund.
– Transfer charges or bank fees are not included in any refund. If any transfer charges or bank fees are incurred, that would be borne by buyer.
– We will process a refund in 3-5 business days only after the item is received and inspected by our warehouse.
If you’d like to exchange an item for a more suitable size, we’re also happy to do the service for you; however, all exchanges are subject to stock availability and adherence to our returns policy.
To exchange your item, follow the below steps ensuring you request an exchange and specify which size you require. Once the original item is received, it will be processed in adherence with our Returns Policy, the exchange order will be shipped and you will receive confirmation of the same.
Please also note that any items purchased can be booked for an exchange of size only once. As for the shipping fee of exchange(from and to), it will be borne by buyer.
E) Non-Returnable Items
No return or replacement is allowed in any of the following circumstances.
– Any items purchased from non-official/unauthorized websites or stores or private persons will not be accepted for returns.
– Any items specifically marked as “Flash Sale” and “As Is” on the product page will not be accepted for returns.
– Any items ordered on special request or customized will not be accepted for returns.
Any question please feel free to contact us at [email protected]
Customer service chat hours: Monday – Friday: 9am – 18pm GTM+8