This Return & Refund Policy applies to all orders placed on https://samarink.store (the “Site”), operated by SAMARINK (owned by Zhuzhou Xiangwu Trading Co., Ltd.). This policy outlines our full return, refund, and exchange rules, in accordance with our site policies and applicable consumer protection requirements, and our official site policies.
By placing an order on our Site, you confirm that you have read, understood, and agreed to all terms outlined in this policy. For any questions not covered in this policy, please contact our customer support team at service@samarink.store.
1. Core Return Eligibility
We stand behind the quality of our shower products, and offer a 30-day return window for all eligible orders. To qualify for a return, your item must meet the following criteria:
- Basic Eligibility: The item must be in new, resalable condition, with no installation, no water exposure, no structural damage, and no alterations. You may open the original packaging to inspect the item, verify included components, and confirm product specifications — this reasonable inspection does not affect your return eligibility.
- Packaging & Components: The item must include all original packaging, tags, instruction manuals, mounting hardware, and accessories included with your order.
- Exception for Merchant Error: If your item arrives damaged, defective, incorrect, or with missing components due to our error, the above resalable condition requirements do not apply. You are eligible for a full refund, free replacement, or free repair, with no cost to you.
- Return Window: All return requests must be submitted within 30 calendar days of the delivery date (defined as the date the shipment is marked as “delivered” by the U.S. last-mile carrier).
2. Non-Returnable Items
For consumer protection and hygiene reasons, the following items are not eligible for return or refund:
- Items that have been installed, used, or exposed to water;
- Items with structural damage, scratches, or alterations caused by the customer;
- Custom-made or personalized products;
- Clearance, final-sale, or discounted items marked as “non-returnable” at the time of purchase;
- Items purchased more than 30 days prior to the return request submission.
3. How to Submit a Return Request
To ensure your return is processed efficiently, please follow the official steps below. We do not accept returned items sent without prior written approval, and will not be liable for items shipped to the original delivery address on your package.
- Initiate Your Request: Contact our customer support team via email at service@samarink.store, or via phone at +86 18607330049, during our official business hours.
- Provide Required Information:
- For all returns: Your full order number, the reason for your return, and clear photos of the item and original packaging;
- For damaged/defective/incorrect items: Clear photos of the shipping packaging, the damaged/defective/incorrect item, and the shipping label, in addition to the above information.
- Wait for Return Authorization: Our team will review your request within 24 business hours, and send you an official return authorization email with a unique Return Merchandise Authorization (RMA) number, the approved return address, and step-by-step shipping instructions.
- Ship Your Return: Only ship your item after receiving the official return authorization email. You must clearly mark the RMA number on the outside of the return package. We will not process returns without a valid RMA number.
4. Shipping Costs & Return Address Rules
We have clear, transparent rules for return shipping costs and return addresses, to eliminate ambiguity and ensure full compliance with U.S. consumer protection laws:
Scenario 1: Returns Due to Merchant Error (Damaged, Defective, Incorrect Items, or Shipping Errors)
- Return Address: We will provide a U.S.-based return address for all merchant-error returns, to eliminate international shipping costs and delays for you.
- Shipping Cost Coverage: We will cover the return shipping costs for merchant-error returns. We will send you a pre-paid U.S. domestic shipping label with your return authorization email — no return shipping cost will be charged to you
- No-Return Option: For minor defects, incorrect items, or damaged shipments under $100, we may offer a no-return refund or free replacement, at your discretion, to avoid the hassle of return shipping.
Scenario 2: Returns Due to Personal Reasons (Change of Mind, Wrong Size/Color, Unwanted Gift)
- Return Address: We will provide the official return address for personal reason returns in your authorization email.
- Shipping Cost Responsibility: You are responsible for all return shipping costs, including any applicable postage, handling fees, or customs charges. We do not cover return shipping costs for personal reason returns.
- Important Notes: We do not accept COD (cash on delivery) returns. We are not responsible for issues arising during return shipping arranged by the customer for personal reason returns. We recommend using a trackable shipping service for all returns.
5. Return Processing & Refund Timelines
Return Processing
Once we receive and inspect your returned item, we will complete the return inspection within 3 business days. We will send you an email notification of the inspection result, whether your return is approved or denied.
Refund Issuance
- For approved returns, we will initiate the refund to your original payment method within 1 business day of inspection approval.
- Refund processing times by your payment provider:
- PayPal refunds are available in your account within 24 hours of initiation;
- Credit/debit card refunds typically take 3–7 business days to reflect in your account, depending on your card issuer’s processing timelines.
- Full Refund Guarantee: For merchant-error returns, we will issue a full refund of the order total, including all original shipping fees paid at checkout.
- Personal Reason Return Refunds: For approved personal reason returns, we will refund the full product price, minus any unrecoverable original shipping fees we incurred for your order.
Refund Deductions
We will only apply deductions to your refund in the following limited, pre-disclosed scenarios:
- Missing original accessories, mounting hardware, or instruction manuals: Deduction of up to 15% of the product price, based on the replacement cost of the missing items;
- Destroyed or unusable original packaging, or signs of use/installation that render the item unfit for resale: Deduction of up to 25% of the product price, to cover refurbishing and restocking costs;
- We do not apply undisclosed fees to your refund, and will provide a full breakdown of any deductions in our inspection result email.
6. Exchange Policy
We offer exchanges for the same product in a different color, finish, or model, subject to inventory availability.
- Exchange Eligibility: Exchanges are only available for items that meet the core return eligibility criteria outlined in Section 1 of this policy.
- How to Request an Exchange: Contact our customer support team with your order number, the item you wish to exchange, and the replacement item you would like to receive. We will confirm inventory availability and send you exchange instructions within 24 business hours.
- Shipping Costs:
- For exchanges due to merchant error (incorrect item/finish sent): We cover 100% of shipping costs for both the return of the original item and the shipment of the replacement item.
- For exchanges due to personal reasons: You are responsible for the return shipping cost of the original item, and the shipping cost of the replacement item.
- Exchange Processing: Once we receive and inspect your returned original item, we will ship the replacement item within 2 business days. If the replacement item is out of stock, we will offer you the option of a full refund instead.
7. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, we will resolve the issue at no cost to you, with the following process:
- Report the Issue: Contact our customer support team within 7 calendar days of delivery, with your order number, clear photos of the shipping packaging, the damaged/defective/incorrect item, and the shipping label.
- Rapid Resolution: We will review your claim and send you a resolution plan within 24 business hours. You may choose from the following options:
- Full Refund: 100% refund of the order total, with no need to return the item;
- Free Replacement: We will ship a brand-new replacement item to you at no cost, with a pre-paid label for the return of the damaged/incorrect item (if required);
- Partial Refund: A partial refund for minor defects, at your request, with no need to return the item.
- Warranty Coverage: For defective items covered under our product warranty, we will honor all warranty terms, including free replacement parts, full product replacement, or refund, as outlined in our official Warranty Policy.
8. Order Cancellation
- Pre-Processing Cancellation: You may request to cancel your order for a full refund within 12 hours of placing your order, before the order has entered processing and fulfillment. We will process the full refund within 1 business day of your cancellation request.
- Post-Processing Cancellation: If your order has already been processed and dispatched, we cannot cancel the order. You may return the item for a refund after delivery, in accordance with this policy.
9. Customer Support
For all return, refund, or exchange questions, our customer support team is available to assist you:
- Email: service@samarink.store
- Phone: +86 18607330049
- Customer Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (China Standard Time, UTC+8)
- Response Commitment: All inquiries received during our service hours will receive a response within 24 business hours. Inquiries received outside of service hours will be responded to on the next business day.
10. Policy Updates
- We reserve the right to update, amend, or revise this Return & Refund Policy at any time, at our sole discretion. Any changes will be posted on this page with an updated effective date.
- For material changes to this policy, we will provide notice at least 15 days before the changes take effect. The policy in effect at the time you place your order will apply to that order.