At Shuhanlu, we want you to be satisfied with your purchase. If you have a problem with your order, please contact us as soon as possible so that we can review the situation and help determine the appropriate solution.
Because some products are fulfilled through third-party suppliers and fulfillment partners, return and refund options may vary depending on the product and the circumstances of the order.
When to Contact Us
Please contact us at support@shuhanlu.com if:
- You received a damaged product.
- You received the wrong product.
- Your order is missing an item.
- The product you received is materially different from the product description.
- Your order has not arrived within the applicable delivery timeframe.
- You believe there is another significant problem with your order.
When contacting us, please provide your order number, the email address used for the purchase, and a clear description of the issue.
For damaged, defective, incorrect, or significantly different items, please include clear photos of the product and packaging when possible. This information helps us review the issue with our fulfillment partners and determine the appropriate resolution.
Return Eligibility
Returns are reviewed on a case-by-case basis and may depend on the product, its condition, and the reason for the return.
To be eligible for a return, the product may generally need to be:
- Unused and in its original condition.
- Returned with its original packaging, when applicable.
- Accompanied by the original order information.
- Returned according to the instructions provided by our customer support team.
Certain products may not be eligible for return because of their nature, condition, supplier requirements, or other applicable restrictions.
Please do not send a product back to a supplier or any return address without contacting us first. We will provide return instructions when a return is approved.
Damaged or Defective Products
If your product arrives damaged or defective, please contact us at support@shuhanlu.com as soon as possible after delivery.
Please include:
- Your order number
- Your name
- The email address used for the order
- A description of the problem
- Clear photos or videos showing the issue, when appropriate
- Photos of the shipping package and packaging, if the package was damaged
After receiving the information, we will review the issue and may work with the applicable supplier or fulfillment partner to determine the best solution.
Depending on the circumstances, the resolution may include a replacement, refund, partial refund, or another appropriate solution.
Incorrect or Missing Items
If you receive an item that is different from what you ordered, or an item is missing from your shipment, please contact us at support@shuhanlu.com.
Please provide your order number and details of the item you expected to receive.
If possible, include photos of the products received and the shipping package. We will investigate the issue and work with our fulfillment partners to resolve it.
Refunds for Undelivered Orders
If your order cannot be delivered because of an issue on our side or another circumstance for which a refund is appropriate, we will review the order and determine the applicable refund.
If an order is delayed beyond the applicable delivery timeframe, we may contact you regarding the available options, which may include waiting for delivery or canceling the order for a refund, where applicable.
For online orders, applicable consumer protection requirements may also affect cancellation and refund rights.
Refunds for Customer Preference or Change of Mind
Not every product may be eligible for a refund simply because a customer changes their mind, orders the wrong item, or no longer wants the product.
Return eligibility can depend on the specific product and its fulfillment requirements.
If you would like to request a return for this reason, please contact us at support@shuhanlu.com before returning the product. We will review your request and let you know whether a return is available and, if applicable, provide return instructions.
Return Shipping Costs
Return shipping costs depend on the reason for the return and the circumstances of the order.
If the product is damaged, defective, incorrect, or otherwise affected by an issue attributable to the order, please contact us before returning the item so that we can determine the appropriate return arrangement.
For returns requested for reasons such as customer preference or ordering the wrong item, the customer may be responsible for applicable return shipping costs unless otherwise agreed.
Please do not pay for return shipping before receiving return instructions from Shuhanlu.
How to Request a Return or Refund
To request a return or refund, please follow these steps:
Step 1: Contact Us
Email support@shuhanlu.com with your order number and a description of the issue.
Step 2: Provide Supporting Information
Depending on the situation, we may ask you to provide photos, videos, shipping information, or other details related to your order.
Step 3: Wait for Our Instructions
We will review your request and determine whether the order qualifies for a return, replacement, refund, or another resolution.
If a return is required, we will provide the appropriate return instructions.
Step 4: Return the Product if Required
If your return is approved, please follow the instructions we provide. Products returned without prior authorization may not be accepted.
Refund Processing
If your refund is approved, we will process it using the original payment method whenever reasonably possible.
Payments made by credit or debit card may be refunded through the applicable payment processing system, while payments made through PayPal may be refunded through PayPal.
After we process a refund, the time required for the funds to appear in your account may depend on your bank, card issuer, or payment provider.
For this reason, a refund may not appear in your account immediately after Shuhanlu processes it.
Partial Refunds
In certain circumstances, a partial refund may be offered instead of a full refund.
For example, this may apply when:
- An item has a minor issue that does not prevent its use.
- Part of an order is missing or affected.
- The circumstances support a partial refund as an appropriate resolution.
Any partial refund will be determined based on the specific circumstances of the order.
Order Cancellation
If you need to cancel an order, please contact us at support@shuhanlu.com as soon as possible and include your order number.
Because orders may be processed quickly by our third-party suppliers or fulfillment partners, we cannot guarantee that a cancellation request can be completed after an order has entered processing or shipping.
If an order has already been shipped, cancellation may no longer be possible and you may need to follow the applicable return procedure.
Important Information About Refused or Returned Packages
If a package is returned to the sender because of an incorrect address, an unsuccessful delivery attempt, failure to collect the package, or another issue caused by the recipient, please contact us at support@shuhanlu.com.
Depending on the circumstances, additional shipping costs may apply if the package needs to be reshipped.
A refund, when available, may be adjusted for applicable shipping or other costs associated with the returned package.
Refunds and Payment Disputes
If you have a problem with an order or believe you are entitled to a refund, please contact us first at support@shuhanlu.com.
We will make reasonable efforts to investigate and resolve legitimate order issues.
If you paid by credit or debit card or through PayPal, those payment providers may also have their own dispute or buyer-protection procedures. Their terms and eligibility requirements are separate from Shuhanlu’s policies.
Questions About Returns or Refunds?
If you have any questions about our Returns & Refunds Policy or need help with an order, please contact us:
Email: support@shuhanlu.com
Please include your order number and a detailed description of your request so that we can assist you more efficiently.
We appreciate your business and will do our best to provide a fair and helpful resolution when an order issue occurs.
