Returns & Exchanges Policy

If the goods you receive have confirmed quality defects, you may request a return, exchange or refund within 30 days of the delivery date. Quality defects include workmanship faults (such as broken stitching, bonding failure or loose accessories), material flaws, size or measurement deviations beyond the agreed or customary tolerance for the category, contamination or damage present before dispatch, and goods that do not match the confirmed specifications, colorway or packaging.

The 30-day window starts on the date the shipment is delivered to the address stated on the order, as evidenced by the carrier’s tracking record.

Step 1 — Contact us within the 30-day window through the order center or at support@saibifly.com, quoting your order number. Provide photos or a short video showing the defect and, where relevant, the affected quantity and size run.

Step 2 — Our quality team, together with the seller, will assess your claim within 3–5 business days and may request additional evidence or, for larger claims, a third-party inspection report.

Step 3 — Once your claim is approved, you will receive a Return Merchandise Authorization (RMA) number together with return instructions and the return address. Please do not ship anything back without an RMA number; unauthorized returns may be refused at the border or warehouse.

Step 4 — After the returned goods are received and inspected, we will process your refund or exchange as agreed.

Wholesale orders cannot be returned for reasons of preference, such as a change of mind, revised stock plans, or slight differences between on-screen colors and the actual goods caused by monitor settings or normal batch variation within industry tolerance.

The following items are not eligible for return or exchange unless they carry a confirmed quality defect: customized or OEM/ODM products (including private-label branding, custom colors, materials, outsoles or packaging), samples and sample orders, goods that have been worn, altered, washed or resold, and any items reported outside the 30-day window.

Individual sellers may offer more generous terms on their storefronts. Any such terms stated on the product page or order confirmation prevail over this Policy for that seller’s goods.

If a quality defect is confirmed, the seller bears the return freight. For minor defects where a partial refund or a discount on a future order is agreed, we may compensate you without requiring the goods to be shipped back.

For returns approved outside the quality guarantee (for example, where a seller agrees to accept non-defective stock), the buyer bears all return shipping costs plus any restocking fee stated in the agreement.

Please ship returns by a trackable method and share the tracking number with us. Return shipments remain at the buyer’s risk until they are received at the designated return address.

Approved refunds are issued to the original payment method: T/T refunds are remitted to the bank account from which the payment was made, and PayPal refunds are returned to the original PayPal account.

Refunds are processed within 7–10 business days after the returned goods pass inspection, or after the claim is approved where no return is required. Depending on your bank or payment provider, it may take a further 5–10 business days for the funds to arrive.

Alternatively, at your request, an approved amount can be issued as a credit note applied to your next order.

Where you prefer replacement goods over a refund, the seller will produce or allocate replacements that match the confirmed specifications. In-stock replacements are dispatched within the standard 24–48 hour processing window; made-to-order replacements follow the original production lead time.

Replacement shipments are sent at the seller’s expense for confirmed quality defects. Depending on the case, the defective goods may need to be returned, destroyed locally with photo evidence, or retained — we will confirm the arrangement when approving the exchange.

Please inspect the shipment before signing for delivery wherever the carrier allows it. If any carton is visibly damaged, note the damage on the delivery receipt and ask the carrier to countersign it.

Report damaged, lost or incorrect shipments within 7 days of delivery, with photos of the outer cartons, inner packing and goods, together with the carrier’s damage report where available. Claims raised later may not be accepted by the carrier.

For shipments lost in transit or delivered incorrectly, we will open a carrier claim on your behalf and, once the claim is confirmed, arrange a replacement shipment or a refund consistent with this Policy.

Questions about a return, exchange or claim can be sent to support@saibifly.com at any time, or raised directly in the order center. We acknowledge every claim within one business day and keep you informed at each step of the assessment.