Refund policy
Thank you for shopping with S’ranouir. We kindly ask you to review the following policy before placing your order.
In accordance with Taiwan’s Consumer Protection Act, customers are entitled to a 7-day inspection period (including weekends and public holidays) starting from the day the product is signed for by the customer or an authorised recipient.
Please note that the inspection period is not a trial use period. Returned items must remain in brand-new condition, exactly as received.
The inspection period begins on the delivery date shown in the logistics record. Request made after 7 days will not be accepted.
Customised items and intimate apparel are not eligible for the 7-day inspection period.
Exchange & Return Conditions
To be eligible for a return or exchange, the item must meet all the following conditions:
Items must:
- Be unworn, unwashed, and free of damage, show no signs of use
- Free of stains, odours (perfume, body odour, smoke, etc.)
- All original packaging, hang tags, accessories, and receipts must be intact and returned in the same condition as received
Items that have been worn, altered, damaged, or returned with incomplete packaging will not be accepted.
Faulty Items
We accept returns for faulty items, including:
- Major non-removable stains not caused by the customer
- Severe broken stitching
- Unusual damage
- Significant quality inconsistent with the product description
The following are not considered defects:
- Damage caused by improper use, excessive stretching, or misuse of accessories
- Fading, colour dyeing, damage, or shrinkage caused by improper washing
- Personal dissatisfaction or colour differences due to screen display variations
- Natural texture in leather, patterns, or natural materials.
- Makeup stains (lipstick, foundation, etc.) caused during try-on
- Uncut buttonholes, loose buttons, uncut thread end
- Stains, colour dots, or snags within 0.5 cm
- Measurement discrepancies within ±2 cm
These fall within internationally accepted quality standards.
Faulty items can only be exchanged for the same style, colour, and size, subject to availability. Exchanges for different styles or sizes are not accepted.
If a defect or shipping error is confirmed, our team will arrange collection at the designated location and time.
If delivery fails or items are unclaimed due to customer-related issues, the customer is responsible for paying all related shipping costs.
Non-faulty items, discounted items, customised items, and intimate apparel are not eligible for return or exchange.
Process
- Please contact info@sranouir.com within the inspection period and provide the following information:
- Order number
- Customer name
- Contact phone number
- Clear photos and description of the issue (photos are for preliminary review, physical inspection maybe required)
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Please return the item along with the receipts, gifts, and all accessories in original condition, and provide a trackable shipping number.
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Once the returned item is received and confirmed to meet return conditions, refunds will be processed within approximately 10 business days. Processing time may be extended in special circumstances.
Shipping Policy
- For faulty items or incorrect shipment, S’ranouir will cover all shipping costs.
- - For all other return or exchange cases, return shipping costs are the responsibility of the customer. Shipping fess and handling charges paid at the time of the order are non-refundable
Important Notes
- Please try on the items indoors and avoid contact with perfume, makeup, or dust.
- Retain original packaging and tags, and ensure items are well protected during return shipping.
- Items that do not meet the return criteria will not be accepted.
- This policy is set out in accordance with Taiwan’s Consumer Protection Act and applies only to orders within Taiwan. International orders are subject to local consumer protection laws. Inspection periods, eligibility, duties, and related obligations may vary by country.
For further inquiries, please contact: info@sranouir.com
S’ranouir reserves the right of final interpretation.