Refund policy

Return & Refund Policy

Returns

Because all ShiLu Salon Furniture products are made to order, we do not accept returns for change of mind, incorrect selection, or any reason unrelated to product quality.

A return will only be accepted if the product has a serious manufacturing defect that significantly affects its normal use and cannot be repaired or resolved by replacement parts or technical support.

Before requesting a return, please contact us at sales@shilusalon.com with your order number, photos, and videos clearly showing the issue. Our technical team will evaluate the problem and provide an appropriate solution.

Products returned without prior authorization will not be accepted.

Order Cancellation

As every order enters production shortly after payment, cancellation requests must be submitted within 24 hours after the order is placed.

Within 24 hours: Full refund will be issued.
After 24 hours: The order is considered in production and cannot be canceled or refunded.

Quality Issues

Please inspect your order immediately after receiving it.

If your product arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at sales@shilusalon.com and include:

Your order number
Photos of the product
Photos of the packaging
A short video showing the issue (if applicable)

We will evaluate the claim and, depending on the situation, provide replacement parts, repair guidance, a partial refund, or another reasonable solution.

If the product has a confirmed manufacturing defect that cannot be repaired or restored to normal use, we will arrange an appropriate return or replacement.

Non-Returnable Items

The following items are non-returnable:

Made-to-order products
Customized products (including custom colors, dimensions, materials, logos, or specifications)
Products with damage caused by improper installation, misuse, abuse, accidents, or unauthorized modifications
Products with normal wear and tear
Clearance or sale items
Gift cards

Returns for Non-Quality Reasons

If we agree to accept a return for reasons other than product quality (at our sole discretion), the customer is responsible for all related costs, including but not limited to:

International shipping from China to the destination country
Import duties and customs clearance fees
Return shipping costs
Any applicable handling or restocking fees

These charges will be deducted from the refund amount.

Refunds

If a refund is approved, it will be processed to your original payment method.

Please note that banks and credit card providers may require additional time to complete the refund process.

If you have not received your refund within 15 business days after approval, please contact sales@shilusalon.com.

Contact Us

If you have any questions regarding returns or refunds, please contact:

Email: sales@shilusalon.com

Website: https://www.shilusalon.com

Frequently Asked Questions

We have a showroom in China and welcome in-person visits. We can also arrange a video call to show you the actual products and demonstrate their functions.

Before shipment, we provide function testing videos, product photos, and details for your confirmation, so you can verify that the product matches your order specifications.

We mainly offer Door-to-Door sea freight. Shipping, customs clearance, and related import taxes are included in the total order price, so you simply wait for delivery.

The shipment will be delivered to your address, where the delivery truck can access. Unloading, carrying inside, and upstairs delivery are not included.

Shipping times depend on ocean transit, customs, local delivery, and other factors beyond our control, so specific delivery times cannot be guaranteed.

FOB, CIF, and EXW options are also available if you use your own freight forwarder.

If we are responsible for shipping, we will handle damage that occurs during transportation and provide replacement parts or another reasonable solution to ensure the product can be used normally.

For FOB, CIF, EXW, or your own freight forwarder, shipping-related issues are handled by the corresponding shipping provider.

All products come with a 1-year warranty covering functional issues with the electrical system and motors.

Before shipment, every product undergoes function, appearance, and assembly inspections, with testing videos and photos available for confirmation.

Warranty service includes free replacement parts and installation guidance for covered quality issues. Normal wear, cosmetic damage, improper use, and non-quality-related issues are not covered.

We accept T/T bank transfer and Alibaba-secured payment, which supports PayPal, credit cards, Apple Pay, and other payment methods.

A 30% deposit starts production, with the remaining 70% due before shipment.

Most products are made to order, so our return policy depends on the order stage:

Within 24 hours after paying the deposit, before production: Full refund, with actual bank or payment fees deducted.

After production starts but before shipment: 10% of the order value will be deducted for cancellations without a product-related reason.

After shipment or delivery, if unused: You cover all return shipping costs and arrange the return. After inspection, 80% of the order value will be refunded.

We recommend confirming all product specifications, colors, sizes, and other details before payment.

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