Return & Refund Policy
Thank you for shopping with SavingUp. We work with trusted fulfillment partners to deliver your order and want you to feel confident every time you purchase from us. If there is any issue with your order, we are here to help.
Eligibility for Refunds, Returns, and Replacements
You may be eligible for a refund, partial refund, or replacement in the situations below, in line with our fulfillment partners’ “Refund, Resend and Returns” policy.
Damaged or Defective Items
If your item arrives damaged or with a quality issue:
- Contact us within 30 days of the delivery date.
- Provide clear photos or videos showing the damage or defect, plus the outer packaging if it is also damaged.
After reviewing your case, we will offer one of the following:
- A full or partial refund, or
- A replacement shipment of the same product.
For fragile items, a refund may be recommended instead of a replacement, depending on the condition and value of the product.
Incorrect or Missing Items
If you receive the wrong product, wrong variant, or your order is missing parts:
- Contact us within 30 days of the delivery date.
- Provide photos of the item you received and a description of the issue (for example, wrong color, size, or model).
We will then:
- Resend the correct item or missing parts, or
- Issue a refund or partial refund, depending on the situation.
If the item still functions correctly but the size or color differs slightly from expectations, we may offer a partial refund or resend after confirming the details.
Order Not Received (Lost or Severely Delayed)
If your order has not arrived within the typical delivery timeframe:
- Orders are considered severely delayed if tracking shows no delivery and a significant amount of time has passed after shipment from our warehouse, depending on your country and shipping method.
- In these cases, we will investigate with the shipping carrier and our fulfillment partners.
If the package is confirmed lost or undelivered due to shipping issues, we will:
- Resend the order at no extra cost, or
- Issue a refund to you.
If tracking shows the package as delivered but you claim non-receipt, we may request a non-delivery certificate or written confirmation from your local post office to proceed.
Order Cancellation
- You may request a cancellation before the order has been processed in our warehouse. In this case, a full refund may be issued.
- Once the order is processed or shipped, cancellation is no longer guaranteed.
Non-Returnable Items and Situations
In line with our fulfillment partners’ policy, we generally cannot accept returns or disputes in the following situations:
- You simply no longer want the item or “do not like it”.
- You ordered the wrong size, color, or product by mistake.
- Minor variations in color or appearance that do not affect normal use.
- The shipping address provided was incorrect or incomplete.
- The package could not be delivered or was returned because it was not picked up in time or customs duties were not paid.
- Products with a normal factory smell or minor cosmetic imperfections that do not affect function.
- Any differences or special conditions that were agreed in advance before ordering.
Certain categories may also be non-returnable for hygiene or safety reasons (for example, some beauty, personal care, or intimate items) unless there is a confirmed defect.
Returns to Warehouse
Most issues can be resolved by refund or replacement without returning the item, especially for low-value products.
In cases where a physical return is required:
- Products are usually returned to our partner warehouse in China.
- International return shipping can be expensive and may take several weeks.
- Returns must be pre-approved by our customer service team.
- Items must be returned within 30 days after you receive the products, with a valid tracking number.
Unless otherwise stated in writing:
- Customer is responsible for return shipping costs.
- We cannot accept packages returned without prior authorization or without a valid return label / address provided by us.
Refund Method and Processing Time
Once your case is approved:
- Refunds are usually sent back to your original payment method.
- Processing time may vary by payment provider but generally takes a few business days after we confirm the refund.
If your bank, card issuer, or payment platform rejects the refund, we may offer an alternative solution such as store credit, depending on what is available through our payment processor.
How to Start a Return or Refund Request
To help us resolve your issue as quickly as possible, please follow these steps:
- Contact us first - Email our support team at transhen.info@gmail.com with: Your order number, The item(s) you have an issue with, A clear description of the problem, and Photos or videos showing any damage, defects, or wrong items.
- Wait for instructions - Our team will review your case and let you know whether you are eligible for a refund, replacement, or return. If a return is needed, we will send you a return address and instructions.
- Ship the item (if required) - Securely pack the product. Use a trackable shipping service and share the tracking number with us.
- Receive your resolution - Once we confirm the outcome from our fulfillment partners, we will process your refund, replacement, or store credit according to this policy.
Important Notes
- All claims for damaged, defective, incorrect, or missing items must be submitted within 30 days of delivery.
- We are not responsible for delays or damages caused by force majeure events such as natural disasters, epidemics, wars, or customs inspections.
- This policy is aligned with our fulfillment partners’ dispute and return rules and may be updated from time to time if their policies change.
Contact Us
If you have any questions about this Return & Refund Policy or need help with an order, please contact us at:
- Email: transhen.info@gmail.com
- Business hours: Monday - Friday 9:00AM - 6:00PM pacific standard time
We appreciate your trust in SavingUp and will always do our best to make things right.