Return & Refund Policy

Last Updated: November 13, 2026

Thank you for shopping with Ysenna.

We want customers to have a clear understanding of their options when a purchase needs to be returned or refunded.

This policy explains the applicable return period, product condition requirements, return shipping responsibilities, cancellation arrangements, and refund processing.

Ysenna is operated by Shenzhen Jinjia Network Technology Co., Ltd.

1. Return Period

Eligible products may be submitted for return within 90 calendar days from the delivery date.

To begin the process, please contact our customer support team within the applicable return period.

Certain products may have specific return limitations. Any applicable restrictions will be communicated through the relevant product information, subject to mandatory consumer protection requirements.

2. Product Eligibility

For returns based on personal preference or a change of mind, products should meet the following conditions:

• Items must be unused and undamaged.

• Products must remain in their original condition.

• Original packaging should be included where available.

• Supplied components and accessories should be included where applicable.

• A valid order number or proof of purchase must be provided.

Damage resulting from misuse, improper handling, or unauthorized modification may affect eligibility for preference-based returns.

These conditions do not prevent customers from reporting items that arrive defective, damaged, incorrect, incomplete, or materially different from their advertised descriptions.

3. Starting a Return Request

To request a return, please contact:

service@ysenna.com

Your message should include:

• Order number.

• Email address used during checkout.

• Product name or description.

• Reason for the return.

• Photographs or videos, if relevant.

Our customer support team will review your information and explain the available next steps.

Please do not ship anything back until your request has been reviewed and return authorization has been provided.

If photographs or videos are unavailable, contact us to discuss alternative ways to assess the issue.

4. Authorized Return Address

Once your request is approved, our support team will provide the appropriate return destination and shipping instructions.

The authorized return facility may be different from our registered company address.

Please do not send products to our registered business address unless our team has specifically confirmed that it is an approved return location.

We recommend keeping your shipping receipt and tracking number until your return has been fully resolved.

5. Return Shipping Costs

Change-of-Mind Returns

For eligible returns resulting from a change of mind, personal preference, or an item no longer being needed, customers are responsible for return shipping costs.

Original outbound shipping charges are generally non-refundable unless applicable law requires otherwise.

Ysenna does not charge a separate restocking fee.

Damaged, Defective, or Incorrect Products

If an item arrives damaged, defective, incorrect, incomplete, or materially inconsistent with its description, please contact us.

We will assess the situation and provide an appropriate solution without additional cost to the customer.

If returning the item is necessary, we will arrange or cover the required return shipping expense.

Please contact us before purchasing return postage so that we can provide the appropriate instructions.

For an approved full-order refund resulting from such an issue, any original shipping charge paid will also be refunded.

6. Missing Items or Components

If your delivery does not contain a purchased item or an advertised component, please notify our team.

Include your order number and a description of the missing product or component.

We will review the order and fulfillment information.

If the omission is confirmed, we will arrange a suitable replacement or refund without additional charges.

Customers will not be required to return products that were never delivered.

7. Order Modifications and Cancellations

If you need to change or cancel an order, please contact service@ysenna.com as early as possible.

Include your order number and checkout email address.

We will determine whether the order can still be updated or stopped before dispatch.

Once fulfillment has progressed or the package has been handed to the carrier, cancellation may no longer be available.

For cancellations confirmed before dispatch:

• No cancellation fee will be charged.

• The full amount paid will be refunded.

• Any original shipping fee paid will be included.

• The refund will be submitted to the original payment method within 5–10 business days after cancellation confirmation.

For orders that have already been dispatched, eligible returns may be requested after delivery.

8. Return Inspection and Approval

Once an authorized return reaches the designated return facility, the returned item will be reviewed against the applicable return conditions.

We will notify you after the assessment has been completed.

If a refund cannot be approved in full, we will explain the reason.

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

9. Refund Processing

Our usual refund processing periods are:

• Returned products: 5–10 business days after the item is received and inspected.

• Refunds without a return: 5–10 business days after approval.

• Pre-dispatch cancellations: 5–10 business days after cancellation confirmation.

Banks, card issuers, and payment providers may need additional time to make the funds visible in your account.

10. Refund Status Enquiries

If your refund has not appeared within the expected period:

1. Check the payment account used for your original purchase.

2. Contact your bank or payment provider to ask about the transaction.

3. Email service@ysenna.com with your order number so we can review the refund status.

For security purposes, never send passwords, verification codes, or complete payment card information to our support team.

11. Consumer Protection

Nothing in this policy is intended to remove or limit any consumer right or remedy that cannot legally be excluded or restricted.

Mandatory consumer protection laws continue to apply where relevant.

12. Customer Support and Company Information

For assistance with returns, refunds, cancellations, or product-related concerns, please contact:

Brand: Ysenna

Company: Shenzhen Jinjia Network Technology Co., Ltd.

Email: service@ysenna.com

Phone: +86 13717082868

Business Address:

Room 1727, Tower 2, Ocean Coastal Building, No. 4359 Dongbin Road, Lilin Community, Nanshan Subdistrict, Nanshan District, Shenzhen City, Guangdong Province, China.

Please include your order number and checkout email address when contacting us about an existing purchase.