Return & Exchange Policy

Last updated: 26th January 2026
At Saigon eSens, we want you to be completely satisfied with your purchases. If a product does not meet your expectations, you may return or exchange it under the conditions detailed below.

1. General Return Conditions

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

• The item must be returned within 14 days of receipt.
  The item must be in its original condition: unused, unworn, unwashed, and in its original packaging.
• Original tags, accessories, or included parts must be returned with the product.
• Personalized or sale items are not eligible for return, unless defective or sent in error.

2. Return Procedure

To initiate a return, please follow these steps:

1. Contact our customer service at contact@saigonesens.com with your order number, the item to return, and the reason for the return.
2. Once approved, we will send you instructions for returning the item.
3. Carefully pack the item, preferably in its original packaging.
4. Ship the package to the provided address using a tracked shipping service. Saigon eSens is not responsible for lost or damaged returns in transit.

3. Return Shipping Costs

• For personal convenience: Return shipping costs are the customer’s responsibility.
• For defective items or order errors: Return shipping costs are covered by Saigon eSens. Please provide proof of shipping costs for reimbursement.

4. Exchanges

If you wish to exchange a product for another size, color, or item:

• Contact us to check availability of the replacement item.
• Exchanges follow the same conditions as returns. If the requested item is unavailable, we will offer a refund.

5. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

• If approved, the refund will be issued to the original payment method within 10 business days.
• Initial shipping costs are non-refundable, unless the item is defective or an error was made by us.

6. Non-Returnable Items

• Sale or discounted items, unless defective.
• Personalized or custom-made products.
• Worn, damaged, washed items, or items without original packaging.

7. Claims for Damaged or Defective Products

If you receive a damaged or defective item:

1. Contact us within 48 hours of receipt with clear photos of the item and its packaging.
2. After verification, we will arrange an exchange or refund, according to your preference.

8. Questions & Assistance

If you have any questions about our return policy or need assistance, contact our customer service at:
Email: contact@saigonesens.com

We’re here to help !