Refund & returns

Last updated: 11 September 2026

Thank you for shopping with SHENGYAN (升妍). This policy sets out the conditions, process and timing for returns and refunds in every market we deliver to. It does not affect your statutory rights under the Malaysian Consumer Protection Act 1999, the Singapore Consumer Protection (Fair Trading) Act, or other applicable local law. Where this policy conflicts with those rights, your statutory rights prevail.

1. Scope

This policy covers all products sold on this website. For hygiene and safety reasons, ingestible products such as supplements cannot be returned once opened, except where there is a quality problem. Please confirm before ordering.

2. When you can request a refund

1. Quality problem — damaged, deteriorated, expired, or materially different from the product page
2. Wrong or missing item — the parcel contains the wrong product, or an item is missing
3. Damage in transit — visible damage caused during shipping
4. Not received — tracking shows delivered but you have not received it, or the parcel is lost in transit
5. Cancellation before dispatch — if the order has not shipped, you may cancel for a full refund

3. Seven-day change-of-mind returns

• You may request a return within 7 days of delivery if the product is unopened and resaleable
• Returned items must be in their original packaging with all accessories and free gifts
• Malaysia: return shipping for change-of-mind returns is paid by the buyer; where the return is due to a quality problem or our error, we pay it
• Singapore and other cross-border orders: returns must be sent to the returns address we provide, and international return shipping is normally paid by the buyer (except for quality issues)

4. What cannot be refunded

• Opened ingestible products (unless there is a quality problem)
• Requests made after the 7-day window from delivery
• Losses caused by incorrect delivery details, refusal to accept delivery, or failure to cooperate with customs clearance
• Items explicitly marked on the product page as final sale and not eligible for change-of-mind returns

5. How to request

1. Within 7 days of delivery, contact us by email or through the in-app message centre with your order number, a description of the issue, and photos or a video
2. Support reviews your request within 24–48 hours and tells you the outcome
3. If the item must be returned, we send you the return address; please ship it back and share the tracking number
4. Once we receive and inspect the return, we issue the refund within 3 business days

6. Refund method and timing

• Refunds are returned to the original payment method in the same currency you were charged
• Refund receipt depends on the payment provider and funding method; no fixed arrival time is guaranteed
• Cross-border card payments can take longer, and any exchange-rate difference is handled by your payment provider under its own terms
• Coupons and discounts applied to the order are returned or deducted proportionally

7. Replacements

For quality problems, wrong items or missing items you may choose a free replacement or reshipment. If the product is out of stock, we will offer an equivalent product or a refund.

8. Please note

• Do not ship anything back before support confirms the return, otherwise shipping costs and loss risk stay with the sender
• Refunds are limited to the amount actually paid and exclude bank or payment provider fees
• Membership benefits or gifts issued with the original order must be returned or deducted proportionally

9. Contact us

For refund requests and questions, please include your order number and contact us at:

• Support email: myshengyan@qq.com
• In-app message centre: sign in and open Messages
• Support hours: Monday to Friday, 9:00–18:00 (GMT+8)

PayPal payment supplement — 2026-10-14

PayPal refunds use the original payment route after eligibility review. Provider processing or receipt may remain pending; no fixed PayPal refund arrival time is guaranteed. Check verified status and contact support rather than making a second payment. Mandatory rights and applicable PayPal dispute rules remain unaffected. See Payment information for the workflow and official regional agreements.