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Refund Policy

Return Policy

30-Day Risk Free Return Policy

We want you to be completely satisfied with your purchase. If for any reason the customer wishes to return an item, you may do so within 30 days of the delivery date. Return shipping costs will be borne by us, please note that bespoke or personalised items cannot be returned unless they are damaged or defective on delivery.

Ordering errors, sizing issues, financing, cancellations/requested cancellations and changes in circumstances are not covered by free returns and will disqualify you from free returns.

 

Return Process

  1. please get in touch with Customer Service at support@eshinesleep.com, indicating the item(s) you would like to return and why. We will get back to you within 48 hours. Your patience will be highly appreciated. If an item is not delivered or arrives in a damaged or otherwise defective state, please contact us within 3 business days to submit a claim for an RMA. We require pictures or videos of defective/damaged items to process the return, replacement or refund.

Please provide below information in the email

<1> Order number

<2> The SKU/Title of the products which need to return or exchange

<3> Evidence pictures to shown faulty items

  1. Prepare the shipping label. Once the return request is approved, we will provide you a return address. Print your shipping labels or ask the carrier location for assistance. For damaged or defective products, we will send you a pre-paid shipping label.
  1. Pack the item securely in its original packaging, ensuring it is unassembled and in its original condition. Include all accessories, instructions, and any included parts in the return package.
  1. Ship the return package back to our designated return address. Once it ships, please contact us at support@eshinesleep.comand tell us the tracking number. We will track the process and issue the refund to your original payment method after receiving the package.

 

Return Conditions

To be eligible for a return, the item must be in its original condition, unassembled, and in its original packaging. Please ensure that all accessories, instructions, and any included parts are returned as well. We reserve the right to deny a refund or charge a $5 restocking fee if the returned item is damaged, used, or incomplete.

Return Shipping

Return shipping costs are the responsibility of the customer unless the return is due to our error or a defective/damaged product. For returns due to customer's regret, the customer is responsible for the return shipping fee. We recommend using a reputable shipping service and purchasing insurance for the return shipment. We are not responsible for any damage or loss that occurs during the return shipping process.

Refund Process

Once we receive the returned item and verify its condition, we will initiate the refund process. Refunds will be issued to the original payment method used during the purchase, excluding any return shipping costs. Please allow for a reasonable processing time for the refund to be reflected in your account. Once your claim is processed and approved, please allow 7-10 business days for the refund request to be completed. Some financial institutions may take an additional 7-10 business days to return the funds to your account(s), depending on the nature of the financial institution and the original form of payment.

 

Please note, products in any of the conditions below may not qualify for return and be rejected:

  • Any product not purchased from ESHINE.
  • Any product that is returned without all the original accessories, including the box, manuals, parts, and all other items originally included with the product.
  • Any product which appears tampered with or altered in any way.
  • Any product that does not match the product that was originally purchased.
  • Bundled items at discounted rates, e.g., "5 for $100" (unless the entire bundle is returned)
  • Items marked “Non-Returnable” on the sale page
  • Items you have already assembled

 

Order Cancellation:

If cancelled on the same day you will not be charged for any processing fees. However, if you cancel your order at any point after the same day period, do not accept your cancelled package from FedEx (sometimes RTS requests fail), as you will also be responsible for returning the package. Please contact Customer Service for more details.