Refund and Return Policy

1. Return Policy

We sincerely apologize if our products or services do not satisfy you. To make up for these shortcomings, we are happy to accept and process free returns and 100% refunds for you in the following cases:

The product does not match your order.
The product’s shape and characteristics do not match the description on the website https://shilena.com/
The product has no expiration date, the printing on the product is blurry or smudged.
The product is damaged, destroyed, or has signs of being used before you receive it.
You change your mind and want to exchange for a different product or no longer want to purchase it.

2. Return and Refund Time

Return time: 30 days from the date on the invoice.
Refund time: 1-2 days after we receive the returned goods.

3. Return and Refund Procedure

Step 1: Return the goods to the warehouse

For customers in central districts of Ho Chi Minh City (including districts 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, Tan Binh, Binh Thanh, Go Vap, Phu Nhuan). Our staff will come to your place to collect the product.
For customers not in these areas, please refuse to receive the goods from the postman or return the goods to the address on the parcel. Please clearly state your name and phone number so that our staff can verify and contact you. We will refund the return shipping fee to you or deduct it from your new invoice. The return shipping time is about 3-4 days.
Step 2: Assess the condition of the goods and check the information

After receiving the returned goods, we will proceed to assess the condition of the goods, record it in a report, and hand it over to the Customer Service (CS) department.
Our CS department will contact you to verify the condition of the goods, exchange the goods, and refund the money.

Step 3: Exchange goods and refund money

In case of exchanging goods: The consultant will contact you immediately to proceed with placing a new order.
In case of a refund, please provide your bank account information (including: account holder name, account number, bank name, branch) to the CS staff. As soon as we receive the information, we will refund the money to your account within 1-2 days.