Refund policy

REFUND POLICY

At Sailspan, we want you to feel confident in your purchase. This Refund Policy explains how returns, exchanges, cancellations, and refunds are handled.

1. Return Window

You may request a return within 30 calendar days after your order has been delivered.

To begin a return, contact us at [sailspanchina@gmail.com] with your order number and the reason for your request.

2. Return Eligibility

To be eligible for a return, an item must be:

Unused, unworn, and unwashed.
Unopened and in original condition.
Returned with original packaging where applicable.
Accompanied by proof of purchase.

We reserve the right to decline returns that do not meet these conditions, except where applicable law requires otherwise.

3. Non-Returnable Items

For health, hygiene, and safety reasons, we cannot accept returns of opened, used, or seal-broken personal-care and beauty items, including but not limited to:

False eyelashes
Mascara
Makeup sponges
Makeup brushes
Facial cleansing brushes
Shower brushes
Cosmetic pencils or liners that have been used
Disposable hygiene products

Items marked final sale, gift cards, personalized products, and products damaged through misuse may also be non-returnable, except where required by applicable law.

4. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, defective, or different from what you ordered, contact us promptly at [sailspanchina@gmail.com]. Please include:

Your order number
A short explanation of the issue
Clear photos or videos showing the item and packaging

Once we review the issue, we may offer a replacement, exchange, store credit, or refund, depending on the circumstances and product availability.

5. Return Shipping Costs

If the return is due to a damaged, defective, or incorrect item, Sailspan will provide instructions for resolving the issue.

For returns based on a change of mind, incorrect selection, or other non-product-related reasons, the customer is responsible for the cost of return shipping unless otherwise agreed in writing.

Original shipping charges are non-refundable unless the return is caused by our error or required by applicable law.

6. Refund Process

After we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to the original payment method. Please allow up to 7 business days for us to process the refund after approval. Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

7. Exchanges

We offer exchanges for eligible items when stock is available.

If you need a different color, variation, or replacement item, contact us at [sailspanchina@gmail.com] before sending anything back. For hygiene-protected products, exchanges are available only for items that are unused, unopened, and in original condition, except where an item is defective or incorrect.

8. Order Cancellations

You may request an order cancellation before your order has been processed or shipped.

Once an order has entered fulfillment or has been dispatched, we may not be able to cancel it. In that case, you may request a return after delivery if the item is eligible under this Refund Policy.

9. Contact Us

For all return, exchange, cancellation, or refund requests, contact:

Email: [sailspanchina@gmail.com]