Refund policy

Return & Refund Policy

Thank you for choosing SeBE LIFE. We are committed to providing high-quality products. By using the website or placing an order, you agree to these terms. Please review your order carefully before checking out. Except where you have a statutory right of cancellation under your local consumer protection law (see Section 7), SeBE LIFE does not accept returns or exchanges due to buyer's remorse, sizing issues, or personal preferences.

1. Return Conditions & Eligibility

1.1 Return Eligibility and Item Condition To be eligible for a return under this section, your item must be in the same condition that you received it: unopened or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase. Please note that SeBE LIFE does not accept returns or exchanges due to buyer's remorse, sizing issues, or personal preferences. Note that SeBE LIFE only accepts returns in two circumstances: (a) defective, damaged, or incorrect items as described in Section 1.3 (which are not subject to the 'unopened or unused' requirement above); and (b) where required by applicable consumer protection laws or statutory rights (see Section 7). The 'unopened or unused' condition stated above applies only to returns under category (b) and does not apply to claims under Section 1.3. These conditions do not affect any statutory rights you may have (see Section 7).

1.2 Excluded Items  Sale items, opened products, used items, products damaged by customer misuse, and personal care goods cannot be returned, refunded, or exchanged, except (a) where a statutory right applies (see Section 7), or (b) in the case of defective, damaged, or incorrect items as provided in Section 1.3 (which are not subject to the exclusions stated in this Section 1.2).

            1.3 Damaged, Defective, or Incorrect Items

If your item arrives defective, damaged, malfunctioning, or incorrect (wrong item or quantity), please contact our Customer Service team. We ask that you report the following to facilitate prompt investigation and processing: (a) any visible or shipping-related damage within 48 hours of delivery; and (b) any defect or incorrect item within 7 days of delivery. These reporting deadlines are recommended to help us investigate and resolve your claim promptly; however, they are not absolute conditions precedent to a claim, and nothing in this policy limits any statutory rights you may have under applicable consumer protection laws (see Section 7). If you discover a defect or issue after these periods have expired, please contact us as soon as reasonably practicable; we will review your request on a case-by-case basis to the extent permitted by applicable law. Please include your order number and clear photos or a short video of the issue.

2. Free Replacement & Shipping For confirmed cases of defective, damaged, or incorrect items (see Section 1.3 above), the customer will be offered a choice between a free replacement (subject to stock availability) and a full refund including any original shipping charges. SeBE LIFE will cover all return and reshipment shipping costs in these circumstances. This free shipping benefit applies exclusively to defective/damaged/incorrect item claims and does not extend to returns of unopened items under Section 1.1.

3. Risk of Loss & Limitation of Liability

Custody of, and risk of loss for, the goods transfers to you upon successful delivery and signature. For clarity, this transfer of custody does not limit or exclude our responsibility for any defect or non-conformity that already existed at the time of delivery — including defective, incorrect, or shipping-damaged items — which remains handled under Section 1.3 above. Nothing in this policy affects your statutory rights (see Section 7).

4. Shipping Fees & Return Shipping Costs

4.1 Shipping Fees: Original shipping charges are non-refundable, except in cases of defective, damaged, or incorrect items (see Section 1.3 and Section 2), where the customer will be offered a choice between a free replacement (subject to stock availability) and a full refund including any original shipping charges, in accordance with Section 2.

4.2 Return Shipping Costs: You must ship the returned item(s) from your local mailing address to our designated local return warehouse at your own expense. Return shipping must be prepaid; we do not accept Cash on Delivery (COD) or collect-on-delivery shipments. Exception: This requirement does not apply to returns of defective, damaged, or incorrect items handled under Section 1.3 above, where SeBE LIFE will cover all return shipping costs (see Section 2).

4.3 Return Shipping Cost Estimate:

Costs vary by location, weight, and carrier. Based on average U.S. domestic rates, return shipping typically costs $5–$15 USD for standard parcels. We recommend USPS, UPS, or FedEx to obtain accurate rates.

 

5. Promotional Items & Gifts

5.1 Complimentary Gifts  If your order included any promotional free gifts, these must be returned alongside the purchased items in their original condition.

5.2 Incomplete Returns If a free gift is not returned or is returned damaged, the value of the gift will be deducted from your refund.

6. Incorrect Address & Failed Delivery

6.1 Failed Delivery If a package is returned to us due to incorrect/incomplete delivery details (e.g. wrong name, address, or phone number), PO Box or hotel addresses, multiple failed delivery attempts, or failure to contact the recipient, free re-shipping will not be provided.

6.2 Restocking Fee: If you choose to cancel the order after a failed delivery, we will refund the order amount, deducting the original shipping fee plus a restocking fee that reflects only the actual, documented costs of handling and re-stocking the goods we incur. The restocking fee will not exceed the maximum permitted by applicable law.

 

6.3 Reshipment If you request reshipment of the returned package, you will be required to pay the additional reshipping cost.

7. Statutory Rights & Right of Withdrawal

This policy does not affect any mandatory rights you have under your local consumer protection laws. Where the law of the country or state in which you reside grants you a statutory cooling-off or right-of-withdrawal period, or any other non-waivable right, that right prevails over the “no return” and restocking-fee provisions above, and any charge we make in such a case will be limited to what the applicable law permits.

8. Processing Time & Refund Method

8.1 Processing Time: Please allow 7–14 business days from the date we receive your returned package to process your return or refund. We will initiate the refund to your original payment method within 3 business days of approval. Our Customer Service team (customerservice@sebe.com.hk) will notify you by email once the process is complete.

8.2 Refund Method

Approved refunds will be issued to your original method of payment. Bank or card-network posting times may add a few business days.

9. How to Request a Return

9.1 How to Initiate a Return To initiate a return, please email customerservice@sebe.com.hk with your order number and reason for return. Our team will review your request and provide further instructions within 2 business days.