Refund policy


Refund, Resend and Returns Policy

Thank you for shopping with same ANTHEM. Please read our refund, resend, and returns policy carefully.

General Dispute Policy

All disputes must be opened through same ANTHEM. directly.
We aim to provide a quicker resolution process and kindly request your cooperation in providing the following:

  • Photos or Videos: Evidence of damage. If photos are not sufficient, please upload a video.

  • Screenshots: A screenshot of any complaint received (email, PayPal dispute, etc.), including the sender's name, date, and content.

  • Returns: If requested by our Dispute Team, you must return the product for a resolution.

We offer refunds, resends, or accept returns in the following situations:

1. Orders Delayed

A delay is considered when tracking shows the order as in transit, pending, or expired for over 60 days after leaving our warehouse. Exceptions include:

  • USA: Delay counted after 45 days from warehouse departure.

  • Brazil: Delay counted after 110 days due to strict customs clearance.

  • Special Shipping Methods: Certain methods may not be eligible for disputes. (See “Important Interpretation”)

Notes:

  • If the package is held at the local post office due to issues such as insufficient address, unclaimed package, or unknown recipient, please contact your local post office directly.

  • In Israel, self-pick-up is standard. Contact the post office for retrieval.

  • In rare cases where tracking shows “delivered” but the customer claims non-receipt, we will investigate. Please allow 1–2 months for this process, but resolution is not guaranteed.

2. Orders Not Received

We do not refund or resend if tracking confirms delivery.

  • If the package wasn’t received, a non-delivery certificate from the local post office (with an official seal) is required.

  • If tracking shows an alert, it could be due to:

    • Incorrect/insufficient address

    • Unknown recipient / No such number

    • Refusal to accept delivery

    • Failure to pick up in time

    • No safe delivery location

    • Uncleared customs

Notes:

  • Packages are usually delivered 1–3 times. Unclaimed items are held at the local post office for 3–7 days before being returned.

  • We are not responsible for lost items during the return process.

  • If returned to China and we receive it, no refund will be given.

  • No refunds/resends if the undelivered package is destroyed.

3. Products Damaged

  • Badly damaged items: Full refund or replacement.

  • Partially damaged items: Partial refund or replacement (e.g., threads, minor wrinkles/scratches are excluded).

Notes:

  • Fragile items are recommended for refunds.

  • Damaged packaging only is not covered due to international transit.

  • Complaints must be filed within 30 days of delivery.

4. Incorrect or Missing Products

We conduct strict quality checks but will address these cases:

  • Wrong items: Full refund or replacement.

  • Incorrect color/size (not affecting function): Refund or resend upon photo proof.

  • Missing parts:

    • If non-essential: Partial refund or resend.

    • If essential: Resend the item.

  • Missing accessories: Resent separately.

Size Issues:

Please measure the item using the correct method and send a photo for faster processing.

5. Order Cancellations

  • Orders can be fully refunded before processing begins.

  • POD (Print-On-Demand), photo, and video orders cannot be canceled once paid.

  • Once processed, orders cannot be canceled.

Important Interpretations

1. Dispute Deadlines

Disputes cannot be opened once an order is marked as closed or tracking is untraceable.

2. Force Majeure

We are not responsible for delays/damage due to events like:

  • Epidemics

  • Natural disasters (earthquake, flood, etc.)

  • War, strikes

  • Customs delays

We will inform you via email, chat, or WhatsApp when affected.

3. Shipping Method Limitations

Some shipping methods may become untrackable in certain countries, states, or cities. No disputes will be accepted for these.

4. Destination Restrictions

Due to limited international transport, we do not accept disputes for orders shipped to certain countries. [A full list is available upon request.]

6. Returns

Products over €100 that do not meet your expectations can be returned only to our China warehouse, although we discourage this due to:

  • High international shipping costs

  • Risk of damage or loss

  • Long delivery time (at least 3 months)

Return Instructions:

  • Contact us at info@sameanthem.com with your issue.

  • Return the product within 14 days of receiving it.

7. Unacceptable Disputes and Returns

The following will not be accepted:

  • Personal preference (“I don’t like it”)

  • Claims of inaccurate descriptions

  • Complaints about product smell

  • Wrong item or SKU ordered by the buyer

  • Incorrect shipping address

  • Pre-negotiated product differences

  • Deleted tracking information

  • Failure to clear customs as required

Need Help?

We’re here to support you!
For any questions, please contact: info@sameanthem.com