Your happiness is our ultimate mission!

 

At SUISEN, we are dedicated to ensuring your hair dreams come true. Your satisfaction is our ultimate goal. Rest assured, should you encounter any issues or find yourself less than thrilled with your purchase from our website suisenzen.com, we are committed to resolving it promptly.

 

We will gladly offer refunds, exchanges, or even send you new products – whatever it takes to make you happy. Our Customer Happiness Team is always here to assist you.

 

To streamline our processes and deliver the best service, please note that we can only offer refunds and exchanges within the first 7 days of your purchase, precisely 168 hours after the system confirms your item(s) were received.

 

Regrettably, if more than 7 days have passed since your purchase, we won't be able to accommodate any refund or exchange requests.

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NOTE: 7 Days Happiness Guarantee is ONLY eligible for:

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- Cedar Balancing Shampoo (500mL) 

- Recovery Conditioner (500mL)​

- Hydrapro Shampoo (500mL)
- Hydrapro Conditioner (500mL) 

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*Other products are STRICTLY NOT eligible for this campaign*

 

​That's right, you get to try it first! But here's the catch - you MUST use these 20ml miniatures before diving into our luxurious 500mL original shampoo or conditioner.
 

• Not loving your shampoo/conditioner miniature 20ml? No worries! If it's not a match made in hair heaven or you're simply not satisfied, we've got you covered. Request a return and refund hassle-free!
   

• Items on sale or part of a campaign are not eligible for our 7-Day Happiness Guarantee. The original price of each item/set is listed below; any lower prices are part of a sale or campaign.​​​​

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Eligibility for Refunds and Exchanges:

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• Your item must be unused and in the same condition that you received it.
   

• Items must be undamaged and resellable, meaning they should not be broken or altered in any way.
   

• The item must be in its original packaging to be eligible for a refund or exchange.
   

• To process your return, please provide proof of purchase (order invoice or order number).
   

• Don't forget to send back the goodies / gift we've included in your package (Excluding miniatures 20ml).

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How it works:​

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1. Email suisen.my@gmail.com with your order invoice / number and tell us your experience with our products.
    

2. To ensure a smooth process, we kindly ask you to make your return within 3 working days (that's 72 hours!) after sending us an email. 
    

3. As soon as we receive and examine your return, we'll hit you up with an email to let you know that we've got your back. But that's not all! We'll also spill the beans on whether your refund is approved or rejected. No more waiting in the dark – we'll keep you in the loop every step of the way!
    

4. After your approval is confirmed, we'll process your refund, factoring in the amount you initially paid—whether with or without any discounts. The credited amount will be automatically applied to your credit card or the original payment method within 14 working days.
   
    

Late or missing refunds

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• Double-check your bank account, and if it's a no-show, reach out to your trusty credit card company. Remember, it might take a little while for that refund to make its grand entrance. Keep calm, stay patient.
   

• If you have done all of this and you still have not received your refund yet, Reach out to us at suisen.my@gmail.com and we'll sort it out for you.
  
   

Shipping

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• Please sent the return parcel to the following address:
  Name: Suisen Zen Enterprise
  Number: 01111606362
  Address: SUISEN ZEN ENTERPRISE (TR0259740-A), NO. 8, GROUND FLOOR, JALAN ARA SD 7/3B, BANDAR SRI DAMANSARA 52200 Kuala Lumpur.
   

• You will be responsible for paying for your own shipping costs for returning your item
   

• Refunds do not include any shipping and handling charges shown on the packaging slip or invoice. Shipping charges for all returns must be prepaid and insured by you. You are responsible for any loss or damage to hardware during shipment. We do not guarantee that we will receive your returned item. Shipping and handling charges are not refundable. Any amounts refunded will not include the cost of shipping.

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- 01 August 2024 -