1.Where Are Items Shipped From

Our office is based in the United States, and our manufacturing facility is located in China. Your order may be shipped from our warehouses in the U.S., China, or Europe.

If the U.S. and Europe warehouses are out of stock, the item will be shipped from China.

We currently operate three main warehouses globally. As we also sell offline, inventory updates on our website may not always be real-time. Please contact us for accurate stock availability.

2.Order Processing Time

Standard products: Ship within 7-15 business days ( including the time to verify your information ; excluding weekends and holidays ).

Custom & project orders: May take 15–30 business days depending on production time.

Tracking info will be emailed once the order is shipped.

3.Order Confirmation

Within 24 hours of your purchase, we will send you an email to confirm the product details and shipping information.

Please check your inbox and reply to confirm. We will wait up to 7 business days for your response.

If no reply is received within 7 days, we will proceed with the shipment as scheduled, assuming the details are correct.

4.Holiday Shipping Delays

During peak seasons or public holidays (such as New Year, Christmas, or Chinese New Year), production and shipping may be slightly delayed.

We recommend placing your order early to avoid unnecessary waiting.

If delays occur, we will keep you updated via email with the latest status.

5.Shipping Coverage

We currently ship to the United States, Canada, and most European countries.

If your region is not available at checkout, please email your full shipping address and product list to info@sayunixa.com.

We will assess the shipping feasibility and provide you with a tailored shipping solution.

6.Shipping Methods & Carriers

We work with leading global carriers including DHL, FedEx, UPS, and other regional logistics providers.

Based on your location and the type of product purchased, our system will automatically select the most suitable shipping method to ensure safe and efficient delivery.

7.Shipping Fees

Standard orders include free shipping by default, with exceptions for remote areas as defined by our carriers.

If your address is considered remote, we will contact you via email to confirm and inform you of any additional delivery charges. If you choose not to pay the remote area fee, your order will be canceled and fully refunded.

For custom, bulk, or project-based orders, shipping fees will be quoted separately or clearly included in the total order price.

8.Duties & Import Taxes

Most of our orders include all applicable taxes, but this depends on your local regulations.

Some international shipments may be subject to import duties, VAT, or other applicable taxes imposed by the destination country. If any such charges apply, we will notify you via email for confirmation before proceeding.

Please note that in certain regions, these fees must be paid by the recipient upon delivery. They are not included in the product price or shipping cost.

9.Estimated Delivery Time

Once shipped, the estimated delivery times are:

United States, Canada, and Europe: 3–4 weeks

Other regions: Varies depending on destination and customs clearance

Please note: The times above are for reference only. Actual delivery may be delayed due to customs processing or remote area delivery.

10.Order Tracking

Once your order is shipped, a tracking number will be sent to you via email.

You can track your package in real time through the carrier's website or the link provided in the email.

If you're unable to check the tracking yourself, feel free to email us and we’ll be happy to update you with the latest shipping status.

11.Delivery & Receipt Guidelines

To ensure your package’s safety, we recommend that the recipient or an authorized person signs for the delivery and inspects the outer packaging upon receipt.

If serious damage is found due to shipping, please take clear photos and contact us via email within 24 hours of delivery. We will assist you in communicating with the carrier for a compensation claim.

Please note: You are responsible for filing the claim with the shipping company—not with us.

If the outer packaging is intact but the product inside is damaged, we will take full responsibility and either send a replacement or cancel the order with a full refund.

12.Failed Delivery & Return Policy

Please ensure that your shipping address is accurate when placing your order.

If a package is returned due to an incorrect address, missed delivery, or refusal to accept the parcel, any additional charges will be the customer’s responsibility. We are not liable for lost, misdelivered, or delayed packages caused by address errors.

Address changes are not guaranteed to be successful. Carriers may charge a fee for address modification, and additional redelivery fees may apply if the new address is significantly different.

If you ask us to contact the carrier on your behalf, we will send you an invoice for the applicable charges, which must be paid before proceeding. If you change the address directly with the carrier and they issue additional charges, we will send an invoice for reimbursement. Although fees are collected by us, the full amount will be paid to the carrier on your behalf.

We sincerely appreciate your understanding. While we take full responsibility for our own errors, we cannot be held liable for issues beyond our control.

13.Need Delivery by a Specific Date

While we will do our best to meet your requested deadline, we cannot guarantee delivery by a specific date. Once the package is shipped, the courier is fully responsible for the actual delivery time.

We strongly recommend placing your order early to avoid potential delays.

Expedited shipping via DHL or FedEx is available upon request. Please contact us for a quote before placing your order. In most cases, expedited delivery takes 7–15 days.

If the order does not arrive by your desired date, we are unable to issue a refund while the package is in transit. A refund can only be processed once the item is returned to us.

14.Package Not Received

If you have not received your package, please contact your local courier. If you're unable to check the status yourself, feel free to reach out to us and we’ll assist you in tracking the shipment.

Couriers typically attempt one delivery. If delivery fails due to issues like an incorrect address or unavailable signature, the package will be held temporarily at a local facility before being returned to us. In such cases, the courier may charge a return fee, which we do not cover.

If this happens, we will contact you to arrange the next steps.

If you choose to have the package resent, we will email you an invoice that includes the return shipping fee and the cost to resend.

If you no longer want the package, we can issue a refund minus a 50% restocking fee to cover the cost of shipping and packaging.

Please note: We must receive your reply within 30 days after the item is returned to us in order to proceed with a reshipment or refund.

15.Lost, Stolen, or Misdelivered Packages

We strongly recommend that packages be signed for by you or an authorized recipient to ensure safe delivery. If something seems wrong, please check your tracking information for the latest delivery attempt.

If the package is lost, stolen, or misdelivered and returned to the sender, we can arrange redelivery. This service is chargeable and will be calculated based on the size and weight of the package or light fixture.

If your light fixture is damaged or lost during transit, we will send a replacement free of charge.

If a package is marked as "Delivered" but you cannot locate it, it may still be nearby or on the delivery truck. In most cases, it arrives the following day. If not, it is your responsibility to contact the courier and request a formal "Package Trace."

To qualify for a replacement or refund, a trace request must be submitted to the courier within 7 days of the marked delivery date. After this time, we are unable to file a lost/stolen package claim with the carrier.

1. Return & Exchange Eligibility

1. Regular Products (Non-Customized)

You may request a return or exchange within 30 days of receiving the item.

Items must be in brand-new, unused condition with original packaging, accessories, manuals, and tags intact.

All returns must include original order information (such as order number and purchaser’s name).

2. Customized Products (e.g., project customization, personalized color/size orders)

No returns or exchanges are accepted without reason. Please confirm all details before placing your order.If there is a manufacturing defect or shipping damage, please report the issue within 48 hours of receiving the product to request a replacement or refund.

3. Discounted/Promotional Products

Sale items are only eligible for return or exchange if defective or incorrectly shipped. Returns due to personal reasons are not accepted.

2. Return Requests Not Accepted

1. Return requests made after 30 days of delivery.

2. Items that have been used, installed, altered, or returned without original packaging.

3. Missing accessories, documentation, or tags.

4. Customized orders with no quality issues.

5. Unauthorized or unsolicited returns.

6. Returns based on subjective preferences (e.g., color variation, change of mind).

7. Non-returnable items including gift cards and digital/downloaded products.

8. Returns caused by misunderstandings about non-discounted items (e.g., assuming an item should be discounted despite no promotion being clearly offered).

9. Orders with a total purchase amount exceeding $3,000.

For items that do not meet our return and refund policy, you will be responsible for the return shipping costs. We reserve the right to deduct up to 70% of the shipping and service fees from your refund amount.

3. Return Procedure

Submit a Request: 

Contact us at info@sayunixa.com within the return period with your order number, reason for return, and photos if applicable.

Review & Approval: 

We will respond within 2 business days with approval status and return instructions.

Return Shipment:

Items must be shipped using a trackable courier.

Products must be securely packaged to prevent further damage.

Unless due to quality issues or errors on our part, return shipping fees are the customer’s responsibility.

Inspection & Refund:

Upon receipt of the returned item, we will inspect it within 5–7 business days.

If approved, a refund will be issued to the original payment method.

Processing times may vary depending on your bank or payment provider.

4. Exchange Policy

1. If you would like to exchange an item (e.g., for a different color or size), please follow the return process and specify your exchange request in the email.

2. Exchanges are subject to stock availability and the return eligibility of the original item.

3. Please note that all shipping costs for exchanges, including return and resend fees, must be borne by the customer. Upon receiving the returned item, we will inspect its condition. If the item does not meet the exchange requirements, we will return the package to you, and you will be responsible for the shipping cost of the return.

To avoid unnecessary inconvenience, please confirm your desired style carefully before placing an order.

5. Handling of Shipping Damages

1. If you receive an item that has been damaged during transit:

2. Please contact us via email at info@sayunixa.com within 48 hours of delivery, and include clear photographs of the damage and the outer packaging.

3. Requests submitted after the 48-hour window or without sufficient evidence may not be accepted.

4. As the recipient, you also hold responsibility for initiating a claim with the shipping carrier; however, we will assist you in communicating with the logistics provider to pursue compensation.

5. For cases of severe damage caused during shipping, we will offer a free replacement or a refund, provided that a reasonable claim has been successfully processed with the carrier.

6. Holiday Notice

During public holidays or peak shopping seasons (such as Christmas, New Year, or Black Friday), order processing and return handling may be slightly delayed.

We will provide notice on our website or via email where possible and appreciate your understanding.

7. Return Address

The return address will be provided upon approval of your request.

Please do not return any items without prior authorization, as this may result in processing delays or rejection of your return.

8.Refund & Cancellation Policy

1. Refund Process

Once your refund request is approved, the amount will be processed and returned to your original payment method (e.g., credit card or third-party payment platform) within 7–14 business days.Please note that actual refund times may vary depending on your bank or payment provider. For precise information, we recommend contacting them directly.

2. Delayed or Missing Refunds

If you have not received your refund within the expected timeframe, please follow these steps:

– Double-check your bank account or payment statement;

– Contact your credit card company to verify if the refund has been posted;

– Reach out to your bank to confirm if there are any processing delays;

If you have completed the steps above and still have not received your refund, please contact us at info@sayunixa.com and we will assist you further.

3. Order Cancellation Policy

You may cancel your order within 24 hours of confirmation for a full refund.

After 24 hours, if the order has not yet been shipped, cancellation is still possible, but a service fee may be deducted. This fee covers administrative processes already completed, including printing shipping labels, order documentation, product packaging, and re-shelving.

If the order has already been shipped or is in the process of dispatch, cancellation is not possible.

Statement on Unauthorized Chargebacks or Payment Disputes

Statement on Unauthorized Chargebacks or Payment Disputes

At Sayunixa, we operate with the highest standards of integrity and are committed to delivering premium lighting products and services to customers worldwide. We value every customer and appreciate your trust. However, we take unauthorized or malicious chargebacks very seriously. Any payment disputes filed with banks or credit card providers without prior communication with our team may be deemed fraudulent, and we reserve the right to take legal action to protect our legitimate interests.

1. Disputes Filed After Shipment but Before Delivery

If a customer initiates a chargeback or refund dispute after the order has been shipped but before it has been delivered, without contacting us first, such actions may constitute a violation of our terms and potentially local laws. We will submit relevant logistics and transaction records to the payment provider and attempt to resolve the matter directly with the customer. In cases of severe misconduct or financial loss, we reserve the right to initiate legal proceedings in the customer’s jurisdiction.

2. Disputes Filed After Delivery Without Returning the Product

If the customer has received the goods but fails to initiate a return in accordance with our Return Policy, and instead submits a chargeback or refund request to their bank or credit card provider, this behavior is a clear breach of our policies. We will submit delivery confirmation, communication logs, and order documentation as evidence and reserve the right to pursue recovery through legal means.

3. Disputes Based on Non-Quality Issues After Acceptance

In cases where the product has been accepted and not returned, and the customer claims issues such as “not original,” “slight color difference,” or other subjective non-quality reasons as a basis for chargebacks, such claims may be considered fraudulent. We will treat these matters seriously, submit all necessary documentation, and retain the right to seek compensation through legal channels for any losses incurred.

At Sayunixa, we strive to confirm all product details with you before order placement, and we strongly encourage you to ask questions or request clarification in advance. Should you have any concerns after receiving your order, please contact us directly — we are always committed to providing responsible and timely support.

We kindly ask all customers to engage in open and honest communication. Filing unjustified disputes without attempting to resolve the issue with us first may cause unnecessary delays, costs, and reputational harm. In such cases, we will pursue our legal rights and seek compensation as necessary to protect Sayunixa’s business integrity and reputation.