Return & Refund Policy

At SAILIFILM, we stand behind the quality of our color-changing car films and are committed to ensuring your complete satisfaction. This policy outlines our return, exchange, and refund procedures to provide you with confidence in your purchase.

Order Cancellation Policy

Right to Cancel

Cancellation Timeframe: You may cancel your order within 24 hours of placing it or before shipment, whichever comes first.

How to Cancel: Contact us immediately using any of these methods:

  • WhatsApp: +86 185 6601 8767 (Recommended - Fastest Response)
  • iMessage: +86 185 6601 8767
  • Email: sales@sailifilm.com

Cancellation Processing

Processing Time:

  • Cancellation requests processed within 1 business day
  • Refunds initiated within 1 business day of cancellation approval
  • Refunds completed within 7 business days to original payment method

Important Notes:

  • Orders already shipped cannot be cancelled
  • Bank processing times may vary for refund appearance
  • No cancellation fees for orders cancelled within the allowed timeframe

Return & Exchange Policy

Return Eligibility

Qualifying Conditions:

  • Items must be unused and in original condition
  • Original packaging and materials must be included
  • Return initiated within specified timeframes
  • Products must not have been installed or modified

Non-Returnable Items:

  • Custom or personalized car films
  • Products damaged due to improper installation
  • Items used or installed on vehicles
  • Products damaged by customer negligence

Return Timeframes

Defective or Damaged Items:

  • Report within 7 days of receipt
  • We cover return shipping costs
  • Immediate replacement or full refund provided

Change of Mind Returns:

  • Return within 30 days of receipt
  • Customer responsible for return shipping costs
  • Items must be in original, unused condition

Wrong Item Shipped:

  • Report within 7 days of receipt
  • We cover all return and replacement shipping costs
  • Priority processing for immediate resolution

Return Process

Step 1: Contact Us Initiate your return by contacting us with:

  • Order number
  • Reason for return
  • Photos of defective/damaged items (if applicable)

Step 2: Return Authorization

  • Receive return merchandise authorization (RMA) number
  • Get prepaid shipping label (for our errors) or return instructions
  • Package items securely in original packaging

Step 3: Ship Items

  • Include RMA number on package
  • Use provided shipping label or chosen carrier
  • Retain tracking information for your records

Step 4: Processing

  • Items inspected within 2-3 business days of receipt
  • Refund or replacement processed based on your preference
  • Notification sent via email with resolution details

Shipping Responsibility

Our Responsibility

We cover shipping costs when:

  • Items received are defective or damaged
  • Wrong products were shipped
  • Manufacturing defects are present
  • Our error caused the issue

Customer Responsibility

You cover shipping costs when:

  • Returning due to change of mind
  • Ordering incorrect products
  • Returning for personal reasons
  • No defects or errors on our part

Refund Information

Refund Methods

  • Credit Card: 5-10 business days to original card
  • PayPal: 3-5 business days to PayPal account
  • Bank Transfer: 7-14 business days depending on bank
  • Store Credit: Immediate processing (optional)

Refund Amounts

Full Refunds:

  • Defective or damaged products
  • Wrong items shipped
  • Manufacturing defects
  • Our shipping errors

Partial Refunds:

  • Items returned not in original condition
  • Missing original packaging
  • Returns outside specified timeframes
  • Restocking fees may apply (20% for change of mind returns)

Non-Refundable Costs

  • Original shipping charges (unless our error)
  • Return shipping costs (customer responsibility cases)
  • Custom duties or taxes already paid
  • Installation costs or labor charges

Exchange Policy

Exchange Eligibility

  • Same-value product exchanges preferred
  • Price differences require additional payment or partial refund
  • Exchanges subject to product availability
  • Processing time: 5-7 business days

Exchange Process

  1. Follow return process steps 1-3
  2. Specify desired replacement product
  3. Pay any price differences if applicable
  4. Receive new item via standard shipping

Special Circumstances

Damaged During Shipping

Immediate Action Required:

  • Inspect package upon delivery
  • Photograph damage before opening
  • Contact us within 48 hours
  • Keep all packaging materials
  • We'll coordinate with shipping carrier

Manufacturing Defects

Quality Guarantee:

  • Report defects within 30 days
  • Provide detailed photos and description
  • Full refund or replacement at your choice
  • No return shipping costs

Installation Issues

Important Notice:

  • Professional installation recommended
  • We're not responsible for installation errors
  • DIY installation voids certain warranty claims
  • Installation guides provided for reference only

Contact Information

Customer Service Team

Primary Contact:

Response Times:

  • WhatsApp/iMessage: Within 2-4 hours
  • Email: Within 24 hours on business days
  • Emergency issues: Contact via WhatsApp

Business Hours

  • Monday - Friday: 9:00 AM - 6:00 PM (GMT+8)
  • Saturday: 10:00 AM - 4:00 PM (GMT+8)
  • Sunday: Emergency support only via WhatsApp
  • Holidays: Limited support - urgent matters via WhatsApp

Quality Commitment

At SAILIFILM, we value each and every customer. Our return and refund policy reflects our commitment to:

  • Product Quality: Standing behind every film we manufacture
  • Customer Satisfaction: Ensuring you're happy with your purchase
  • Fair Resolution: Balancing customer needs with business sustainability
  • Transparent Process: Clear policies and straightforward procedures

Policy Updates

This policy may be updated periodically to reflect changes in our procedures or legal requirements. Check our website for the most current version.

Questions or Concerns? If you have any questions about our return and refund policy, please don't hesitate to contact our customer service team. We're here to help make your SAILIFILM experience exceptional.

Thank you for choosing SAILIFILM. Your satisfaction is our priority, and we're committed to making things right if you're not completely happy with your purchase.