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Returns and Refunds
Product-specific return, damage and refund rules—separated from the mandatory consumer rights that may apply in your market.
Return eligibility depends on the product, condition, reason and destination. Change of mind is not the same as faulty, damaged, wrong or not-as-described goods.
Return Policy at a Glance
SanYuan’s voluntary commercial return window is a live policy value. It does not replace consumer guarantees, faulty-goods rights, not-as-described rights or mandatory distance-selling rights where applicable.
Market Rights Overview
This is not legal advice and does not replace the current law. It prevents a false “one global return window” from being presented across four markets.
Merchant return/refund policy matters, while state consumer-protection, warranty, defect and misrepresentation rights may also apply. The FTC Cooling-Off Rule is not a general online-shopping cancellation rule.
SanYuan commercial US rule: dynamic.For many qualifying online purchases, current GOV.UK guidance describes 14 days to notify cancellation after receipt and another 14 days to return, subject to precise exceptions. Faulty/not-as-described rights are separate.
Product exceptions must be matched, not guessed.Federal consumer information says non-defective change-of-mind returns are generally not mandatory, while provincial/territorial rules and internet-contract rights can add protections.
No fake national statutory window.Businesses generally do not have to provide a remedy merely because a customer changed their mind, but consumer guarantees for faulty goods cannot be removed by a “no refunds” statement.
Voluntary policy must still be followed if offered.Eligible and Ineligible Items
Different product types can have different change-of-mind rules. The framework below does not waive mandatory rights.
How to Request a Return
Do not ship a return until you have checked the current authorization/address instructions.
Damaged, Incorrect or Missing Items
These are not ordinary change-of-mind returns.
Keep the parcel, inner packaging, damaged item, shipping label and product label/batch where practical. Provide photos if the current process asks for them.
Provide order number, item received, expected item and product label/SKU/photo where useful. Do not discard it before checking support instructions.
First check order confirmation, quantity, split-shipment status and tracking events, then contact support.
Return Shipping
Who pays return shipping depends on reason, market, mandatory rights, voluntary commercial policy and whether the seller made an error.
Use the current commercial and market-specific rule.
Use the applicable consumer-rights/defect process.
Use the seller/carrier resolution process.
If customer-responsible, use the specified service; do not overpay unless required.
Refunds and Processing Time
“Refund issued” and “money visible in the bank/card account” are not the same event.
SanYuan Review / Authorization
Depending on reason and applicable law, internal processing can begin after cancellation, return receipt, inspection or investigation. The exact range is a live policy value.
Payment Provider / Bank Posting
After SanYuan submits the refund, posting time can depend on provider, issuing bank, card network, currency and local banking schedule.
Cancellations and Refused Parcels
Cancellation depends on fulfillment status. Refusing delivery is not automatically the same as an approved return.
Cancel Before Dispatch
Contact Support immediately. If fulfillment has not crossed the live cutoff, the order may be cancellable.
Personalized / Prepared Orders
Commercial cancellation can differ once a specially prepared item has entered production, subject to mandatory local law.
Refused Parcel
Refusal can trigger return-to-sender, carrier/customs fees or undeliverable/abandoned outcomes. Check support before refusing delivery.
Returns FAQ
These answers do not turn product-specific or legal rules into one universal global policy.
How long do I have to request a return?
Use the current SanYuan commercial return window shown in the live policy. Mandatory local rights can provide additional or different time limits.
Can opened herbal tea be returned?
It depends on the current commercial rule, market and reason. Faulty/not-as-described rights are not automatically removed merely because a product was opened.
Can incense or bracelets be returned?
Unused products may be eligible under the current commercial rule. Used, burned, worn or personalized products can have different change-of-mind rules.
What if my parcel arrives damaged?
Contact Support promptly and keep reasonably available parcel/product evidence. Do not use a product that appears unsafe.
Who pays return shipping?
Responsibility depends on the reason, market and mandatory consumer rights.
How long do refunds take?
SanYuan processing and payment-provider posting are separate stages. Use current verified ranges on this page.
Can I cancel before dispatch?
Possibly, if the order has not crossed the current fulfillment cutoff. Contact Support as early as possible.
Does this policy limit my statutory rights?
No. Mandatory consumer rights that apply to your purchase remain in force.
Do UK online customers have 14 days?
For many qualifying online goods, current UK guidance provides a 14-day period to notify cancellation after receipt, followed by a return period; statutory exceptions apply.
Does Australia require a change-of-mind refund?
Not generally under the ACL. Consumer-guarantee rights for faulty goods remain separate.
Does Canada require all non-defective returns?
Canada’s Office of Consumer Affairs says businesses are generally not required to accept non-defective returns; provincial/territorial rules can add rights.
Does the US FTC give every online buyer three days to cancel?
No. The FTC Cooling-Off Rule concerns certain off-premises sales, not a general ecommerce return rule.