Return & Refund
Order Modifications Or Cancellation (if applicable)
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Your order is only eligible to be canceled and modified within 04 hours of placing the order. After that time, the order is locked for processing and can no longer be modified or canceled. To help you select the right product, we have provided the size chart, product description of each product on the product detail page.
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Please contact our Customer Service at +1 (866) 686-0366 (Mon - Fri 9am - 5pm EST) or sales@seseable.com for modification or cancellation inquiry. Our agent will support you to revise any detail of the order from size, style, shipping info, color to the quantity of the product.
2. Defective Item Replacement/Refund Policy
In the event that you receive a defective item due to Seseable's fault, we are committed to either sending you a replacement product at no cost or issuing a full refund. The following circumstances constitute a major problem or defect:
- The item is significantly different from the description or preview provided to you.
- The item is damaged as a result of our factory's fault or during transportation by the carrier.
- The item received is not what you originally ordered.
There is no need to return the defective item. Instead, we kindly request your assistance in either donating it to those in need or giving it away to someone who can utilize it. To be eligible for a replacement or refund, you must make the request within 30 days of receiving the shipment. Furthermore, the product must remain unwashed, unused, and in the same condition as when you initially received it. Regrettably, if the 30-day period has elapsed, we are unable to offer a replacement or refund.
Procedure for Requesting a Replacement/Refund (if applicable)
To file a claim, please send an email to sales@seseable.com and ensure to include the following mandatory information:
- Order number
- Video/photo depicting the defective product (accompanied by a clear description of the issue)
- If the claim pertains to a printing error, kindly provide photographs illustrating the error.
- If the claim relates to a print size or placement issue, include a measuring tape, stick, or ruler in the photographs showcasing the affected garments.
- Complete delivery address
Our support team will thoroughly review your claim, and if the item is deemed eligible, we will promptly dispatch a replacement product at no additional cost. In rare cases where sending a replacement is not feasible, we will reimburse you the full cost of the eligible product, including any associated shipping expenses.
Processing Duration for Refunds (if applicable)
As a refund entails the reversal of your payment, it can only be issued using the same method by which it was originally received, such as through your credit card or the original mode of payment. Reversing a payment in this manner ensures the swiftest and most secure reimbursement.
The specific timeframe for the refund process depends on your bank or card issuer and typically ranges between 7 to 10 days. If you have not received a refund yet, we recommend first checking your bank account. Subsequently, contacting your credit card company is advisable, as it may take some time for the refund to be officially posted. Should these steps prove insufficient, kindly reach out to your bank. Often, there is a processing period prior to the posting of a refund. If you have followed these measures and have not received your refund.
Please contact our Customer Service at +1 (866) 686-0366 (Mon - Fri 9am - 5pm EST) or sales@seseable.com to request a replacement/refund.
3. For Customer Remorse
In situations where customers change their minds, no longer require the item, or simply do not like it, we accept return requests within 30 days of the item's arrival. As a gesture of appreciation, we offer a voucher for your next purchase. Customers are responsible for covering the return shipping fee under these circumstances. The acceptable reasons for return include:
- Change of mind
- Item does not fit
- No longer needed
- Incorrect item ordered (wrong size/color)
The shipping cost corresponds to the actual fee charged by the carrier for returning the package. Customers have the flexibility to select the carrier that suits their convenience and assume full responsibility for the product until it reaches our designated receiving address/warehouse.
Once the request is approved, you will receive a voucher via email. This voucher remains valid for a period of 2 months from the date of creation.
Required Conditions for Returning Items
To ensure a successful return process, the following conditions must be met:
- Items must be unused, unaltered, and free from any damage or signs of use beyond the item's original condition upon receipt.
- All original product packaging, including boxes, UPCs, bags, or any protective materials, must be returned.
- Items should have their original tags, labels, or any accompanying materials in the same state as when they were initially included.
Items Ineligible for Return Please note that refunds cannot be granted under the following circumstances:
- If the return request is made more than 30 days after the delivery date.
- In the event of product damage caused by customer negligence.
- If products were supplied without prior notification to our customer service.
- If customers have used or worn a product only once.
- If the products are missing their tags, have been washed, or show signs of wear.
How to Initiate a Return? Before proceeding with a return, please contact our customer service team. In many cases, we can find the best solution to avoid unnecessary back-and-forth shipments, thus saving you time.
To facilitate a swift and smooth warranty process, it is essential to return items to our warehouse along with an RMA (Return Merchandise Authorization) form provided by our Seseable Customer Support team. Customers must adhere to the instructions and shipping address indicated on the RMA document and cover the shipping fee only if the return has been authorized by the customer support team. Please be aware that unauthorized returns or those not in accordance with the RMA instructions will not be accepted.
The return process involves the following steps:
- Step 1: Clearly describe the issue in the RMA form and provide all required information.
- Step 2: Provide pictures (under 2MB) that display the product in question.
- Step 3: Upon reviewing the documents from Steps 1 and 2, we will arrange for a return under warranty and notify you via email. Please ensure to check your email to avoid missing our response. We will also provide a return label for your convenience, which should be affixed to the exterior of the package.
- Step 4: Ship the package according to the return instructions provided by our team
Upon receiving your returned package at our warehouse, we will either send the exchange or issue the voucher as previously mentioned. The entire process may take 1-2 weeks, depending on the carrier selected and our working schedule. Rest assured, we will make every effort to deliver your desired outcome in a timely manner.
Please contact our Customer Service at +1 (866) 686-0366 (Mon - Fri 9am - 5pm EST) or sales@seseable.com
FAQs
What happens with Wrong or Incomplete Address in the order detail?
The product will be shipped within the estimated arrival time when the customer provides the exact shipping address. Any missing/incorrect address may cause a delay in delivery. Every time when the customer makes the purchase, an order confirmation email with a shipping address will be sent immediately. Please check it carefully to make sure the address is correct.
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If it’s the customer’s mistake when typing the address which leads to the wrong address (wrong number/name of street/name of City/wrong Zip Code…) We will notify the customer about the wrong address via email first. Please check your inbox for updates from SESEABLE. Within 5 days, if we haven’t received any confirmation for the correct address, we will process the refund instead.
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If the customer provides the wrong address and wants to change to a new one instead, please contact our customer service within 4 hours after order creation time (Please read the Order Modification policy above) We will update the new address for you.
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If a package was already sent to the incorrect/missing address and got the “Return to sender” label in the tracking system. We will reprint the product and send it to the newly confirmed address in the condition that the customer covers the shipping cost. Or the customer can choose the refund option instead. We will issue the refund of the product you bought, not including the shipping cost.
What to do with the lost package?
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A package is considered lost after it has been in the postal system for a period of 15 business days for US orders and 21 business days for international orders without any new update.
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If an item is lost in shipping and not marked as delivered by the Carrier, we will cover reprinting and reshipping costs of the goods. Please send us an email with your name and order number. We will always reship using the shipping option chosen at checkout.
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If Carrier has marked the package as delivered to the address entered at checkout but you have not received it, please call the Carrier representative in your area and open a case for non-receipt of product and send us the case number. If the item is not redelivered to you within 10 business days of sending the case number to us, we will reprint and reship at no charge.
How to request a replacement/refund (if applicable)
Please remember that a valid request must be submitted within 30 days since arrival time. To file a claim, please send us an email to sales@seseable.com and include the following information (this is a must):
- Order number
- Video/ photo of the defective product (along with a clear description of the problem)
- If your claim is in regards to a printing error, please include photographs of the error.
- If your claim is in regards to a print size or placement issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.
- If some of your items are missing, please provide us an image of the received package's cover including the detailed shipping label so we can forward it to our production department to investigate the problem
- Full delivery address
Our support team will review your claim and, if your item is eligible, we will send the replacement to you at no additional cost. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).
What happens with the out of stock items?
We make every effort to maintain our inventory and keep all the products “in stock”. However, sometimes we suffer from the out-of-stock issue, which leads to the inconvenience of shopping. When this case happens, we will act following these principles:
- We will prioritize processing other available items as normal.
- For Out of Stock item(s), we will notify the customer via email first and offer 2 options: 1. You choose the other size or color of the same product design. 2. You request a refund of this out of stock product instead.
We will wait for 5 business days for your response. If this period is over without any confirmation from the customer, we will issue the refund for this unavailable product with the corresponding shipping cost.