Return & Refund Policy

Last Updated: October 9, 2026

At Conalsaenl, we want you to shop with confidence and enjoy a satisfying shopping experience. We understand that sometimes a purchase may not meet your expectations. This Return & Refund Policy explains the conditions, procedures, and timelines for returns, refunds, exchanges, and order cancellations.

This website is operated by Ruzihui (Guangzhou) Trading Co., Ltd.

If you have any questions regarding your order, please contact our customer support team at support@conalsaenl.com.

1. Return Period

We accept eligible return requests within 14 calendar days of the date you receive your order.

To qualify for a return, you must contact us within this 14-day period. Return requests submitted after this period may not be accepted, except where required by applicable consumer protection laws.

Please contact our customer support team before returning any products. Unauthorized returns may be delayed or rejected.

2. Return Eligibility and Conditions

To be eligible for a return, the following conditions must be met:

The return request must be submitted within 14 calendar days after delivery.
The item must be unused, unworn, unwashed, and in its original condition.
All original tags, labels, and accessories must remain attached or included.
The item must be returned with its original packaging whenever reasonably possible.
You must provide a valid order number, receipt, or other proof of purchase.
The product must not have been altered, damaged, or improperly handled after delivery.

We reserve the right to inspect returned merchandise before approving a refund.

Items that do not meet these conditions may be ineligible for a refund, subject to applicable consumer protection laws.

3. Non-Returnable Items

For hygiene, safety, and product integrity reasons, certain products may not be eligible for returns.

These include:

Gift cards and electronic gift certificates.
Customized, personalized, or made-to-order products, unless defective or incorrect.
Underwear, intimate apparel, and other hygiene-sensitive products if their protective seals have been opened or removed.
Products that have been worn, washed, altered, or damaged due to improper use.
Items explicitly marked "Final Sale" or "Non-Returnable" at the time of purchase, where such exclusions are legally permitted.
Items returned without sufficient proof of purchase.

Important: These exclusions do not affect your legal rights if an item arrives defective, damaged, materially different from its description, or incorrect.

4. How to Request a Return

To initiate a return, please follow these steps:

Step 1: Contact Customer Support

Email support@conalsaenl.com within 14 calendar days of receiving your order.

Please include:

Your full name.
Your order number.
The email address used when placing the order.
The product name and quantity you wish to return.
A brief explanation of the return reason.
Clear photographs if the item is damaged, defective, or incorrect.

Step 2: Receive Return Authorization

Our customer support team will review your request and determine whether the item is eligible for a return.

If approved, we will provide the appropriate return instructions, including the authorized return shipping address and any required return reference information.

Step 3: Ship Your Return

Carefully package the approved item and send it to the return address provided by our customer support team.

We recommend using a trackable shipping service and retaining your shipping receipt until the return has been completed.

Step 4: Return Inspection and Refund

After receiving your package, we will inspect the returned item and notify you by email whether your refund has been approved.

If approved, your refund will be processed according to the timeline described below.

5. Return Shipping Address

Please do not send returned products to our registered business address without prior authorization.

The address listed in the Company Information section is our registered business address and is not necessarily the designated return processing facility.

To obtain the correct return shipping address:

Email support@conalsaenl.com with your order number and return request.
Wait for our customer support team to confirm your return eligibility.
Receive the authorized return address and shipping instructions by email.
Ship your package only to the address provided in those instructions.

Return processing locations may vary depending on the product and the customer's delivery destination.

We cannot guarantee the successful processing of returns shipped to an unauthorized address.

6. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return.

Customer-Initiated Returns

If you are returning an eligible item because of a change of mind, personal preference, an incorrect size selection, or another reason unrelated to a product defect or our error, you are responsible for the return shipping costs.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product, Conalsaenl will cover the reasonable return shipping costs when a return is required and the issue has been verified.

Our customer support team will provide a prepaid return label where available or explain how approved return shipping expenses will be reimbursed.

Additional Shipping Information

We do not charge restocking fees for eligible returns.
Original shipping charges are generally non-refundable for customer-initiated returns, except where applicable law requires otherwise.
If a refund results from our error or a verified product defect, applicable original shipping charges will also be refunded.
Additional shipping fees incurred without prior authorization may not be reimbursed.

Please contact us before shipping any item to avoid unnecessary expenses.

7. Refund Processing Time

Once your returned item has been received and inspected, we will notify you by email of the approval or rejection of your refund.

Approved refunds will generally be processed within 5–10 business days after we receive and approve the returned merchandise.

After we issue your refund, your payment provider or financial institution may require additional time to post the funds to your account.

Please note:

Business days exclude weekends and public holidays.
Refund processing times may vary depending on your payment provider.
We will notify you if additional information is required to complete your refund.
For verified damaged, defective, or incorrect items, a refund may be approved without requiring a physical return when appropriate.

8. Refund Method

Approved refunds will be issued to the original payment method used at checkout.

Depending on your original payment method, refunds may be returned to:

The original credit or debit card.
The original PayPal account.
Another original electronic payment method supported at checkout.

We do not normally issue refunds to a different card, bank account, or third-party payment account.

If your original payment method is no longer available, please contact customer support so we can review available options with the payment provider.

Refunds will be issued in accordance with the original transaction and applicable payment processing rules.

9. Damaged, Defective, or Incorrect Items

We carefully process orders, but occasional shipping or fulfillment issues may occur.

If your order arrives damaged, defective, or contains the wrong product, please contact us as soon as possible, preferably within 7 days of delivery, at support@conalsaenl.com.

Please provide:

Your order number.
A description of the issue.
Clear photographs showing the damage, defect, or incorrect item.
Photographs of the shipping packaging and label, if relevant.

Once we verify the issue, we will offer an appropriate resolution, which may include:

A replacement product at no additional cost.
A full refund to your original payment method.
Another mutually agreed solution consistent with applicable consumer protection laws.

If a return is necessary because of a verified error on our part, we will cover the reasonable authorized return shipping costs.

The suggested 7-day reporting period helps us resolve issues quickly but does not limit any mandatory legal rights or remedies.

10. Exchanges

If you wish to exchange a product for a different size, color, or style, please contact support@conalsaenl.com.

Exchange requests are subject to product availability and the applicable return eligibility conditions.

If a direct exchange cannot be arranged, we may recommend returning the eligible original item for a refund and placing a new order.

Shipping expenses for exchanges requested due to personal preference are generally the customer's responsibility.

If an exchange is required because we sent an incorrect or defective product, we will cover the reasonable applicable shipping costs.

11. Order Cancellations

We accept order cancellation requests before an order has been shipped or entered a stage where cancellation is no longer possible.

If you wish to cancel an order, please contact support@conalsaenl.com as soon as possible and provide your order number.

If your cancellation request is approved before shipment, you will receive a full refund to your original payment method.

Once an order has been shipped, cancellation may no longer be possible. In such cases, you may request a return after delivery under the terms of this policy.

Refunds for approved cancellations will generally be processed within 5–10 business days, although payment providers may require additional time.

12. Late or Missing Refunds

If you have received confirmation that your refund has been issued but the funds have not appeared in your account, please follow these steps:

Check your bank or payment account again.
Contact your credit card company or payment provider to confirm whether the refund is pending.
Contact your bank, as additional processing time may apply.
If you still cannot locate your refund, contact support@conalsaenl.com with your order number and refund confirmation details.

We will assist you in reviewing the transaction status.

13. Lost or Delayed Return Shipments

Customers are encouraged to use a reliable, trackable shipping service when returning merchandise.

For customer-arranged returns, please retain proof of shipment and tracking information.

If a return package becomes lost or delayed in transit, contact the shipping carrier and notify our customer support team.

For prepaid returns arranged by us, please contact our support team so we can help investigate the shipment.

Refunds for customer-arranged returns are generally processed after we receive and verify the returned merchandise, except where applicable law requires otherwise.

14. Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or limit any consumer rights or remedies that cannot lawfully be waived under applicable law.

If the laws in your country or region provide additional cancellation rights, return periods, refund protections, or remedies for defective goods, those mandatory legal requirements will apply.

15. Contact Information

For return requests, refund inquiries, order cancellations, product issues, or other customer service questions, please contact us using the details below.

Website: https://conalsaenl.com

Operating Company: Ruzihui (Guangzhou) Trading Co., Ltd.

Unified Social Credit Code: 91440101MA9Y0HT99E

Registered Business Address:

Room 405, Building 8, No. 33 Fenghuang 5th Road, Jiufu Street, Huangpu District, Guangzhou

Customer Support Email: support@conalsaenl.com

Important: The registered business address above is provided for company identification and correspondence purposes. Customers must contact our support team to obtain the authorized product return address before shipping any returned items.

We are committed to handling return and refund requests fairly, transparently, and in accordance with applicable consumer protection laws.

Thank you for shopping with Conalsaenl.