Refund Policy

1. Introduction

This Refund Policy (hereinafter referred to as the “Policy”) is formulated by SAI LUBAN LTD (hereinafter referred to as “We” or “Us”) to clarify the after-sales refund rules, applicable conditions, and operation procedures for physical product transactions. It aims to protect the legitimate rights and interests of you (the “User” or “You”) while standardizing the after-sales communication and liability definition between both parties.

Before you place an order to purchase any physical products through the official website operated by our company (hereinafter referred to as the “Platform”), please carefully read and fully understand all contents of this Policy. Your act of completing the product payment and submitting the order shall be deemed as your clear understanding of the terms of this Policy and your agreement to be bound by it. If you have any questions about this Policy, it is recommended that you contact us through the channels specified in the “8. Contact Us” section of this Policy for confirmation before making a purchase.

2. Scope of Application

2.1 Applicable Products

This Policy applies only to physical products you purchase directly through the Platform, including but not limited to home goods, electronic products, fashion apparel, outdoor equipment, office supplies, handicrafts, and other tangible products that require delivery via logistics services.

2.2 Excluded Scope

  • If you purchase digital products (such as 3D models, CAD files, technical drawings), virtual products (such as membership benefits, discount coupons), or downloadable content, this Policy shall not apply. You shall refer to our separately published Digital Products Refund Policy.
  • Products purchased through unauthorized channels (such as third-party distributors, offline exhibitions, personal resales, and other channels not authorized by us) are not covered by this Policy. Related after-sales issues shall be resolved through negotiation with the purchase channel.
  • For products clearly marked as “Non-refundable” in special promotions held by the Platform (such as “clearance sales” and “defective product sales”), the instructions on the promotion page shall prevail, and such products shall not be subject to the general terms of this Policy (except for products with serious quality defects).

3. Non-Refundable Circumstances

In view of the characteristic of physical products that “traces of use may occur after delivery, affecting secondary sales”, we reserve the right to refuse your refund request under the following circumstances. We appreciate your understanding:

3.1 Changes in Subjective Needs or Operational Errors

  • “Accidental purchases” (such as mistaken orders, wrong selection of product models/colors/sizes) or “duplicate orders” caused by your personal negligence;
  • The product itself has no quality defects, but it fails to meet your subjective expectations (such as “the color is not as good as shown in the picture”, “the size is inappropriate but you confirmed the size chart before purchase”, “dislike the style”, etc., which are non-quality-related dissatisfaction);
  • You fail to follow the “usage instructions” attached to the product, resulting in product damage or inability to use it normally;
  • The product has been unpacked and used (with no quality defects) and shows obvious signs of use (such as wear, stains, missing accessories), which affects secondary sales;
  • You are unable to use the product normally due to uncontrollable external factors such as local laws and regulations restrictions, payment channel policy changes, or internet blockades in your area, while the product itself has no quality defects.

3.2 Uncontrollable External Factors

  • Issues caused by your failure to confirm the product details (such as “not noticing the ‘size difference prompt’ on the product detail page” or “misunderstanding the product function description”) before purchase;
  • Damage or loss of the product caused by improper storage, transportation, or use after you receive it (non-quality-related);
  • Delays in refund applications due to your failure to submit the required materials in a timely manner, resulting in the inability to verify the product problem.

3.3 Special Product Types

  • Customized products (such as engraved jewelry, home goods with exclusive patterns, clothing modified to your size requirements) are unique and not eligible for refunds except for serious quality defects;
  • Perishable or deteriorable products (such as some food items, skin care products, and cosmetic samples) cannot be guaranteed to be safe and hygienic after unpacking, so they are not refundable except for quality problems.

4. Refundable Circumstances (with Specific Criteria)

We will only accept your refund request under the following special circumstances where “the product has objective defects and the liability lies with us”, and such requests must meet the requirements of “application time limit” and “evidence submission”:

4.1 Serious Quality Defects of Products

  • Judgment Criteria: The product has inherent manufacturing defects that affect its normal use (such as “electronic products fail to start after being turned on”, “furniture has loose structures and cannot bear weight”, “clothing has broken seams or damaged fabrics”, “food is expired or shows signs of deterioration”);
  • Evidence Requirements: You need to provide “clear photos/videos of the defective part of the product” (which should show the product model and details of the defect), “order number”, and “receipt date” to help us verify whether the defect is a manufacturing defect (not caused by transportation or use);
  • Special Notes: If the product only has “minor defects” (such as “untrimmed threads on clothing”, “inconspicuous scratches on furniture surfaces” that do not affect its use), we will first offer solutions such as “compensation coupons” or “partial refunds” instead of full refunds. If you insist on a full refund, you must ensure the product is unused and in its original packaging.

4.2 Wrong or Incomplete Product Delivery

  • Judgment Criteria: The product you receive is completely inconsistent with the order information (such as “you ordered a ‘red coat’ but received ‘black pants'”, “you ordered a ‘set including a host and accessories’ but only received the host”);
  • Evidence Requirements: You need to provide “photos of the received product”, “order screenshot (marking the ordered product information)”, and “photo of the express waybill”. We will check the warehouse delivery records to confirm whether the error is caused by sorting mistakes;
  • Handling Method: If you choose a refund, you must return the wrong product in good condition (we will bear the return shipping cost). After the warehouse confirms receipt of the returned product, we will process the full refund for you. If you choose to “exchange for the correct product”, we can also prioritize arranging a replacement for you without additional charges.

4.3 Product Damage During Transportation

  • Judgment Criteria: The product is damaged due to improper handling by the logistics company (such as extrusion, collision) during transportation, and you confirmed the damage with the delivery staff on the spot when signing for it, and retained “photos/videos of the damage” and “an exception certificate signed by the delivery staff”;
  • Evidence Requirements: You need to provide “photos of the damaged product (including the damaged express packaging)”, “contact information of the delivery staff”, and “abnormal record at the time of signing”. We will verify the liability with the logistics company. If it is confirmed that the damage is not caused by you, we can process the refund directly for you (no need to return the damaged product to avoid further damage caused by secondary transportation);
  • Notes: If you sign for the product without checking it on the spot and later find damage, and cannot provide a “damage certificate recognized by the logistics company”, we will need to coordinate with the logistics company for investigation. The refund processing cycle will be extended (usually 5-7 working days), and a full refund may not be supported due to insufficient evidence.

4.4 Refund Application Time Limit

All refund requests for eligible circumstances must be submitted within 7 working days after you actually receive the product. After the deadline, you shall be deemed to have accepted the product status by default, and no refund requests will be accepted. (Calculation method: Starting from the date when the logistics information shows “signed for”, count 7 calendar days, excluding public holidays.)

5. Refund Procedures (Step-by-Step Instructions)

If you meet the “refundable circumstances” mentioned above, please apply for a refund in strict accordance with the following procedures to ensure efficient processing of your application:

5.1 Submit a Refund Application

  • Channel: Only email applications are accepted; refunds cannot be processed directly via phone or online customer service (written records need to be retained to avoid information deviation);
  • Email Format: Send an email to support@sailuban.co.uk. The email subject must be formatted strictly as “Refund Application + Order Number” (e.g., “Refund Application + ORDER-20240501-12345”). Emails not formatted correctly may be filtered by the system, resulting in processing delays;
  • Email Content: The email must include the following 4 core pieces of information; missing any of them will delay the process:
    1. Purchase Certificate: The “email address” or “Platform account name” used for placing the order (must match the information bound to the order);
    2. Order Information: Complete order number (available in the “My Orders” page), product name, and purchase date;
    3. Payment Proof: Screenshot of successful payment (clearly showing the payment amount, payment time, and payment channel) or transaction serial number from the bank/payment platform;
    4. Issue Description: Refund reason (must correspond to the specific category in “4. Refundable Circumstances”), a concise description of the product issue (within 100 words), and “photos/videos of the product issue” attached as attachments (photos must be clear, and videos should be no longer than 1 minute).

5.2 Review and Feedback

  • Review Cycle: After receiving your email, we will complete the preliminary review within 3 working days (excluding holidays). The review covers “whether the application meets the refund conditions”, “whether the supporting materials are complete”, and “whether the order information matches”;
  • Feedback Method: The review result will be sent to the “email address you provided when placing the order”. If the application is approved, we will inform you of the “subsequent refund process” and “estimated arrival time of the refund”; if the application is rejected, we will explain the reason in detail (e.g., “insufficient materials”, “failure to meet refund conditions”) and inform you whether you can reapply with supplementary materials.

5.3 Refund Execution and Arrival

  • Refund Method: All refunds will be returned through the “original payment method” (e.g., if you paid with a credit card, the refund will be credited back to that credit card; if you paid with PayPal, it will be returned to your PayPal account). Changing the payment method or cash refunds are not supported.
  • Arrival Cycle: After the refund application is approved, we will submit the refund instruction within 1-2 working days. The specific arrival time depends on your payment channel:
    • Domestic bank cards/payment platforms (e.g., Alipay, WeChat Pay): Usually arrive within 3-5 working days;
    • International payment channels (e.g., PayPal, Visa/MasterCard): May take 7-10 working days due to cross-border settlement procedures;
  • Progress Inquiry: You can check the refund progress through the “bill records of the original payment channel”. If the refund has not arrived after the above cycle, you can send an email to support@sailuban.co.uk with the “refund application number” (provided after our approval) to inquire about the specific status.

5.4 Special Requirements for Returned Products (Applicable Only to “Wrong Delivery” and “Partial Quality Issues”)

If the product for which you apply for a refund needs to be returned (such as a wrongly delivered product or a defective product requiring quality inspection), you must comply with the following requirements:

  • Return Time Limit: The product must be shipped within “5 working days after the application is approved”. Failure to ship it within the deadline will be deemed as abandonment of the refund.
  • Product Condition: The product must be unused, in its original packaging, and with all accessories intact (such as tags, warranty cards, gifts, etc.). If the returned product is damaged or has missing accessories, we may deduct a portion of the refund amount (usually 10%-30% of the total product price, depending on the degree of damage).
  • Shipping Cost Responsibility: For returns caused by “our liability” (such as wrong delivery, manufacturing defects), we will bear the return shipping cost. You can provide the “shipping cost certificate” (express waybill, payment screenshot) after returning the product, and we will refund the shipping cost together with the product refund. For returns caused by “your reasons” (such as wrong size selection but no product quality defects), you shall bear the shipping cost.

6. Currency and Transaction Fee Policy

6.1 Currency Type

Refunds will be processed strictly in the “same currency used for purchasing the product” (e.g., if you paid in GBP, the refund will be in GBP; if you paid in USD, the refund will be in USD). Currency conversion is not supported. Exchange rate differences will be handled by the payment channel based on the real-time exchange rate at the time of the refund. We shall not be liable for the difference losses caused by exchange rate fluctuations.

6.2 Transaction Fee Responsibility

  • If your order involves “international transactions” (such as cross-border payments), third-party payment gateways (e.g., PayPal) or banks may charge “cross-border transaction fees” or “currency conversion fees”. Such fees are usually non-refundable and shall be borne by you (please consult your payment channel for details).
  • For refunds caused by “your reasons” (such as duplicate payments, mistaken orders), if the Platform has advanced the “payment channel handling fee” at the time of payment, we may deduct this fee from the refund amount (usually 1%-3% of the order amount, depending on the payment channel bill).

6.3 Abnormal Transaction Handling

  • If “malicious refund” behaviors are detected (such as “frequent refunds without valid reasons”, “fabricating product quality issues to defraud refunds”, “returning a product different from the original one”), we reserve the right to refuse the refund, add your account to the “Platform blacklist”, and restrict your future purchase rights. For serious cases, legal liability will be pursued.
  • For orders affected by “abnormal payment channels” (such as credit card fraud, orders determined as fraudulent), we will cooperate with the payment channel to freeze the order funds. The refund will be processed only after verifying the legitimacy of the transaction (which usually requires coordination with the payment channel and bank, resulting in a longer cycle).

7. Interpretation and Revision of the Policy

7.1 Final Interpretation Right

Within the scope of compliance with laws and regulations, we reserve the final right to interpret this Policy. If a dispute arises between you and us regarding a refund, this Policy and the communication records between both parties shall be the main basis for negotiation and resolution.

7.2 Policy Revision

We reserve the right to revise or supplement this Policy based on business adjustments, updates to laws and regulations, user feedback, and other factors. The revised Policy will be republished on the “Refund Policy” page of the Platform and take effect on the date of publication, without the need to notify each user individually. If you continue to purchase products through the Platform after the Policy is revised, it shall be deemed that you agree to the revised terms; if you disagree, you may stop using the Platform’s services.

7.3 Application to Historical Orders

For orders completed before the revision of this Policy, the Refund Policy in effect at the time of order completion shall still apply; for new orders submitted after the revision, the revised Policy shall apply. You can query the historical versions of the Refund Policy through the “Help Center – Policy Archive” on the Platform.

8. Contact Us

If you have any questions about this Policy, need to supplement refund materials, or have objections to the refund review result, please feel free to contact us through the following channels:

  • Company Name: SAI LUBAN LTD
  • Email: support@sailuban.co.uk (Preferred channel; we will respond within 3 working days)
  • Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
  • Working Hours: Monday to Friday, 9:00-17:00 (Greenwich Mean Time, excluding public holidays)

We will do our best to provide you with clear and efficient after-sales support and protect your legitimate rights and interests.

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