This policy applies to all global orders placed via SEEKRAIL’s official platform. We aim to ensure a transparent and smooth return experience for our customers.
1. Eligibility for Returns
To qualify for a return or exchange:
- Items must be unused, unwashed, and in their original condition (with intact tags, packaging, and accessories).
- Requests must be submitted within 14 calendar days of delivery (confirmed by tracking information).
- Defective, damaged, or incorrectly shipped items (due to SEEKRAIL error) are exempt from the “original condition” rule but require photo proof of the issue.
2. Return Process
- Submit a Request: Contact our support team via email ([email protected]) or phone (+852 5886 9292) with your order number, item name, and reason for return. Include photos if the item is defective/damaged.
- Get Approval: We will confirm eligibility within 2 business days and provide a return authorization (RA) number and shipping instructions.
- Ship the Item: Send the item back using a trackable courier. For non-defective items, return shipping costs are borne by the customer. For SEEKRAIL-caused issues (e.g., defects, wrong items), we will reimburse reasonable shipping fees (proof of payment required).
- Process Confirmation: Once we receive and inspect the item (3-5 business days after delivery to our warehouse), we will confirm approval and initiate your chosen resolution (refund/exchange).
3. Refunds & Exchanges
- Refunds: Processed to the original payment method within 5-7 business days of approval. Note: Bank processing times may vary.
- Exchanges: Only available for items of the same style (different sizes, if in stock). If the desired size is out of stock, we will offer a full refund instead.
4. Non-Returnable Items
- Items returned after the 14-day window or without a valid RA number.
- Items that show signs of wear, damage, or alteration by the customer.
5. International Returns Note
For global customers: Import duties, taxes, or fees incurred during return shipping are the responsibility of the customer (unless the return is due to SEEKRAIL error). We recommend checking local customs regulations before shipping.
For further questions about returns, contact our support team at [email protected] or +852 5886 9292.