Thank you for choosing Samu Giken. We recommend our customers to read through our company’s Delivery and Return/Refund Policy before purchasing. If your concerns are not stated below, feel free to contact us, we are always willing to help you!
Your shopping experience is what we care about the most!
Once the payment is made, you are not allowed to make any changes to the delivery address. As such, please indicate your preferred shipping address and contact details clearly and completely at the check-out page to facilitate your order’s delivery attempt. We understand how important it is to get your shipping to you! We make your order our priority and would like to get it to your hands in the shortest time possible.
Orders will be arranged to ship out from our warehouse within 1 to 3 business days using our selected courier services. During peak season such as Festive Holidays etc..There might be a delay in delivery which we are unable to control due to courier service being understaffed, so we recommend placing an order before any holidays to ensure fast delivery.
For all orders, please ensure someone will be available to accept the deliveries. We won’t leave your order outside of your home/delivery address. If no one is home to accept delivery when our driver arrives, we will take your goods back to our warehouse. A second delivery will be arranged for an additional delivery fee according to the purchase item. After receiving your parcel, we HIGHLY RECOMMEND video recording of the unboxing, this is to protect yourself in case of any manufacture defects (not including defects due to shipment), missing items/parts or other issues for you to request our return/refund policy as for this we will need proof to clarify.
Incorrect Customer Information
- Before ordering, please ensure that the information needed for shipment is filled correctly. We will not bear any responsibility for the losses due to this and refund is not applicable for this situation.
Missing Items in the Order/Wrong Order Delivered
- We apologize in advance if you have encountered this issue. To be counted as “missing items”, will be as the situation below:
CASE 1 – Item(s) ordered is not included in the package sent
CASE 2 – Part(s) of the item(s) ordered is not included in the package sent
CASE 3 – Item(s) ordered is lost during the courier shipment
- For case 1 and 2, we will ship the missing items back to you with no extra shipment fees (we will bear the shipping fees).
- For case 3, we will assist you by contacting the courier service about the missing parcel and get back to you as soon as we can. If by any chance the parcel cannot be retrieved and do not have confirmation from the courier service company, we will proceed to deliver a new item to you.
- Please know that for Missing Item cases, we will request for evidence/proof of the unboxing of the items. We will only proceed if the evidence/proof shown is deemed valid.
- If we ship the wrong order to you, please do send us the unboxing footage and after confirmation we will proceed to let you return the wrong items. After receiving them, we will resend the correct order to you. For this, the shipping cost will be on us. We apologize in advance for the mistake if occurred.
- After receiving the order, by any chance there is a manufacturing defect, meaning item purchased cannot turn on or cannot function as described (does not include shipping defects), please contact us within 5 days of the delivered date (date you received the items) as mentioned on the shipping status. Then we will proceed with our Return and Refund Policy. We will only agree to this policy with relevant evidence (picture AND video record of the defects) shown to us beforehand.
- After we have agreed to proceed with the policy, please remember to return and ship out the items back to us within 5 days. The shipping cost of the return process will be done according to a pay and claim basis, so please save and send us a copy of the receipt for shipping payment. After we received and checked the shipment items, we will proceed to refund you both the order and shipping cost within 1 to 2 business days.
Change of Mind/ Incorrect purchase by customer
- We apologize as we do not accept requests for order cancellation without repurchase of the same amount or more. If you accidentally ordered the wrong variation/items and we haven’t shipped out your order, you may proceed to repurchase the correct order. After payment is done, we will cancel your previous order and return you the amount via bank transfer.
- After items are sent out, our Return/Refund Policy is not valid.