📦 HSIA Return Policy
We are pleased to offer free returns and exchanges within 30 days of receiving your order.
For the best experience, we recommend consulting with our professional size advisors before making a return or exchange. Please ensure that the product remains undamaged, with all tags intact, as this will ensure it remains eligible for resale.
If you are dissatisfied with your purchase, please contact us immediately through our website's quick chat feature or via email at service@hsialife.com.
Important Guidelines:
- Contact Customer Service First: Before initiating a return or exchange, please reach out to our Customer Service team.(service@hsialife.com) This helps us process your request efficiently and avoid any delays.
- Provide Detailed Information: To expedite your request, please specify whether you need a partial or full return. Include your order number, product details, and the reason for the return.
- Return Package Instructions: Do not send return packages to any address found on our website or on the courier package. We are unable to process these returns, and shipping fees will not be reimbursed.
- Return/Exchange Process: Once you've contacted us, we will provide you with detailed return instructions and handle your request in line with our policy.
📧 Customer Email Response Policy
We prioritize responding to customer emails and inquiries in the order they are received.
Due to a recent surge in orders during our Brand Day event and the upcoming Black Friday sales, our customer service team is currently handling a higher volume of inquiries, which has resulted in longer response times. We deeply regret any inconvenience this may have caused and truly appreciate your patience during this busy period.
Please note that our customer service team is based in Asia, so there may be some delay in our reply. We are working diligently to address inquiries in the order they were received during business hours (Monday to Friday), and we aim to respond to all emails as quickly as possible, typically within the same day.
If you do not receive a response, please check your spam folder, or understand that we may be out of the office and will respond on the next business day.
During weekends and public holidays, our response times may be slower. Rest assured, we will prioritize addressing all inquiries by Monday or Tuesday.
If you have not received a reply within 3-4 days, please feel free to follow up with us or use a more prominent subject line, such as "Urgent" or "Important," to help ensure your inquiry receives our attention.
If you have contacted us multiple times without receiving a reply, we kindly ask that you check your spam or junk folder, as our response may have been filtered there. Please be thorough in searching both your inbox and spam folders for any communications from service@hsialife.com.
NOTE:
Our typical response time during weekdays is within the same day of receiving your email. For inquiries sent later in the day, responses may be provided the following day. Please note that inquiries received on Fridays, weekends, or public holidays may experience a delay in response time. However, we are committed to ensuring all responses are sent within 3-4 business days.
For quicker resolution, please consider using clear and specific subject lines, or feel free to follow up if necessary. Our team prioritizes urgent inquiries and will respond as quickly as possible.
📦 Product Damage or Error Notice
If you receive a package containing a damaged product, such as a bra with a torn cup or loose threads, please contact us promptly via email at service@hsialife.com.
Kindly take a clear photo of the defect and include it in your email. This will help us coordinate with our warehouse and quality control teams to verify the issue. Once confirmed, we will gladly send you a replacement bra as compensation.
The same process applies if you receive an incorrect product.
⚠️ Address Correction Notice
If you identify an error in your shipping address or need to add an apartment/unit number within 3-4 business days after placing your order, please contact us immediately. We will promptly update your address in our system.
However, if this period has passed and your package has already been processed and shipped from our warehouse, we will no longer be able to intercept it. At that point, the package will be en route, and you will need to contact the carrier directly to request an address change or arrange for reshipment. This process can be lengthy.
Therefore, to ensure that your order is delivered safely and on time, please double-check your address information before placing the order. If you are unsure of your street name or postal code, we recommend verifying it on an official website rather than relying on memory.
Buy One Get One (BOGO) Returns
When you purchase items through a Buy One Get One (BOGO) promotion, the discount is distributed proportionately based on the original prices of the items. The lowest-priced item receives a portion of the discount, and the same applies to the higher-priced item. If you decide to return any item from the promotion, your refund will reflect the item’s original price minus the proportional discount applied during the purchase.
Example:
Buy One, Get One Free: If the first item costs $34.99 and the second item costs $29.99, the $34.99 item will have a discount of $16.19, and the $29.99 item will have a discount of $13.80, totaling a $29.99 discount. Should you return either item, the refund will be the original purchase price less the allocated discount for that item..
Return Shipping Fee
HSIA provides coverage for return shipping fees associated with exchanges and refunds. To process your return, please follow these steps:
Return the Merchandise: Send the item back to us.
Submit the Receipt: Email the return shipping receipt to our customer service at service@hsialife.com.
Provide PayPal Details: Include your PayPal account information in the email. We will use this to refund the return shipping cost to you via PayPal.
Refunds
Upon receipt of your returned item at our warehouse, we will process a refund to the original payment method used for the purchase. Please note the following:
Refund Processing: Refunds are generally issued within 10 to 20 days after we receive the returned item.
Refund Conditions: If the returned item affects a secondary sale, we reserve the right to refuse the refund.
EXCHANGES
We offer a free exchange service. Please note that different types of exchanges (e.g., single item exchanges versus full order exchanges) may follow different procedures. To ensure a smooth exchange process, please follow these steps:
Provide Information: Inform us of the item you wish to exchange, the required size, and whether your shipping address remains valid.
Processing: We will promptly initiate the appropriate exchange process based on your order information.
Size Advice: If you are unsure about your size, our professional fit advisors can provide guidance based on your feedback (e.g., size too large or small, cup issues, band issues, etc.).
You can always contact us for any question at service@hsialife.com ！