Last updated: October 5, 2026
This Return and Refund Policy applies to purchases made from the online store operated by FAN SEN HAIR SALON LTD.
We want customers to have clear information about returns and refunds before making a purchase. Please review this policy carefully.
Nothing in this policy is intended to limit any mandatory consumer rights available under applicable consumer protection law.
1. 30-Day Voluntary Return Policy
We offer a 30-day voluntary return period for eligible products.
You may request a return within 30 days from the date you receive your order.
To qualify for a voluntary return, the product should generally:
- Be in the same condition in which you received it;
- Be unused, unworn and undamaged;
- Include all original accessories, components, manuals and other included items;
- Include original tags or labels, where applicable;
- Be returned in its original packaging where reasonably possible; and
- Be accompanied by an order confirmation, receipt or other valid proof of purchase.
Products showing excessive use, customer-caused damage, alteration or missing components may not qualify for a full refund under our voluntary return policy, except where mandatory consumer rights apply.
Our voluntary 30-day return policy is separate from and does not reduce any statutory cancellation, withdrawal, warranty or consumer protection rights that may apply.
2. How to Request a Return
Before returning any product, please contact us to request return authorization and the applicable return instructions.
Email: support@xsvzp.shop
Please provide:
- Your full name;
- Order number;
- Email address used for the order;
- The product you wish to return;
- The reason for the return; and
- Photographs or videos where the return concerns damage, defects, missing items or an incorrect product.
Please do not send a product back before receiving the applicable return instructions.
Returns sent without following the provided return instructions or sent to an incorrect address may be delayed.
3. Return Address
The applicable return address will be provided to you when your return request is reviewed and authorized.
Please contact us at support@xsvzp.shop before sending any product back.
Our registered office address is not automatically the return address for products. Please do not send returns to our registered office unless we expressly confirm that address in your return instructions.
The appropriate return address may depend on the order, product and applicable return arrangements.
Please follow the return instructions provided by our customer service team.
Do not send returns on a cash-on-delivery, postage-due or collect-on-delivery basis unless we have expressly agreed to this in advance.
4. Damaged, Defective or Incorrect Products
Please inspect your order as soon as reasonably possible after delivery.
Contact us promptly if:
- Your product arrives damaged;
- The product appears defective;
- You receive the wrong product;
- Parts or accessories are missing; or
- The parcel shows significant transportation damage.
When contacting us, please provide your order number together with clear photographs or videos showing the issue where reasonably possible.
We will review the information and provide an appropriate solution in accordance with applicable consumer law and the circumstances of the order.
Depending on the circumstances, this may include:
- Repair;
- Replacement;
- Return;
- Price reduction; or
- Refund.
Where a return is required because we supplied a defective, damaged, incorrect or otherwise non-conforming product, reasonable return shipping costs will be handled in accordance with applicable consumer law.
5. Non-Returnable Products and Exceptions
Certain products may not qualify for voluntary returns or may be excluded from a statutory withdrawal right where permitted by applicable law.
Depending on the product and applicable law, these may include:
- Products made to the customer's specifications or clearly personalized;
- Products that are liable to deteriorate or expire rapidly;
- Sealed products that are not suitable for return for health protection or hygiene reasons once unsealed;
- Products that have become inseparably mixed with other items after delivery;
- Sealed audio, video or computer software products after the seal has been removed;
- Digital content or services where statutory withdrawal rights have been lost following valid consent, where applicable; and
- Other products excluded from return or withdrawal under applicable consumer law.
These exclusions do not affect mandatory rights concerning defective, damaged, incorrect or otherwise non-conforming products.
If you are unsure whether a product is eligible for return, please contact us before sending it back.
6. European Union and EEA 14-Day Statutory Right of Withdrawal
Consumers purchasing eligible products through an online or other distance-selling method in the European Union or European Economic Area generally have a statutory right to withdraw from the purchase within 14 days without giving a reason, subject to applicable legal exceptions.
For goods, the statutory withdrawal period generally begins when you, or a third party designated by you other than the carrier, receive the goods.
Where an order contains multiple goods delivered separately, the applicable withdrawal period may begin when the final eligible item is received, where required by applicable law.
To exercise your right of withdrawal, you must inform us of your decision before the applicable withdrawal period expires.
You may do so by sending a clear statement to:
Email: support@xsvzp.shop
Your statement should identify the relevant order and clearly communicate your decision to withdraw from the purchase.
After notifying us of your withdrawal, the goods must be returned without undue delay and within the period required by applicable law.
7. Condition of Products Returned Under the Statutory Withdrawal Right
Where the statutory right of withdrawal applies, you may inspect and handle a product only to the extent reasonably necessary to establish its nature, characteristics and functioning.
You may be responsible for any reduction in the value of the product caused by handling beyond what would normally be necessary to inspect the product, where permitted by applicable law.
Opening packaging does not automatically remove a statutory withdrawal right unless a specific legal exception applies.
8. Return Shipping Costs
Voluntary Change-of-Mind Returns
For eligible voluntary returns under our 30-day return policy, the customer is generally responsible for the direct cost of returning the product unless we agree otherwise or applicable law requires otherwise.
Statutory Withdrawal Returns
Where you exercise an applicable statutory right of withdrawal, you are responsible for the direct cost of returning the goods where permitted by applicable law and where you have been properly informed of this responsibility.
Return costs may include reasonable postal or courier charges and appropriate packaging expenses.
We recommend using a secure and trackable shipping service and retaining your shipping receipt and tracking information until the return has been completed.
Defective, Damaged or Incorrect Products
Where a return is required because the product is defective, damaged, incorrect or otherwise non-conforming, return shipping costs will be handled in accordance with applicable consumer law.
Please contact us before returning such products so that we can provide the appropriate instructions.
9. Exchanges
If you want a different product, model, size or variation, please contact us at support@xsvzp.shop.
Depending on product availability and the circumstances, we may:
- Arrange an exchange where available; or
- Ask you to return the original product and place a new order.
Product availability cannot be guaranteed until the applicable replacement or new order has been confirmed.
Mandatory rights concerning defective or non-conforming products remain unaffected.
10. Return Inspection
After we receive a returned product, we may inspect it to determine whether it meets the applicable return requirements.
We will notify you after the return has been reviewed.
For voluntary returns, a reasonable deduction may be made from the refund where permitted by applicable law if the product:
- Has been damaged after delivery by the customer;
- Shows use beyond reasonable inspection;
- Is missing accessories or components;
- Has been materially altered; or
- Has suffered a reduction in value because of unnecessary handling.
This section does not limit mandatory consumer rights.
11. Refunds Under an EU/EEA Statutory Right of Withdrawal
Where you validly exercise an applicable statutory right of withdrawal, we will reimburse payments received from you in connection with the withdrawn purchase as required by applicable law.
Where required by applicable law, this may include the cost of the least expensive standard delivery method offered for the relevant order.
If you selected an expedited, express or other more expensive delivery method, additional delivery costs exceeding the standard delivery option may not be refundable where permitted by applicable law.
We will process the reimbursement without undue delay and within the period required by applicable consumer law.
For purchases involving physical goods, where permitted by applicable law, reimbursement may be withheld until:
- We have received the returned goods; or
- You provide sufficient evidence that the goods have been sent back,
whichever occurs first.
Unless otherwise agreed or legally required, reimbursement will normally be made using the same payment method used for the original transaction.
We do not charge a separate refund processing fee.
12. Refunds Under Our Voluntary 30-Day Return Policy
For eligible returns under our voluntary 30-day return policy, we will notify you after the returned product has been received and reviewed.
If the return is approved, the refund will normally be initiated within 10 business days after approval.
Where possible, the refund will be issued using the original payment method.
Banks, card issuers and payment providers may require additional processing time before a refund appears in your account.
If you have not received a refund after we have confirmed that it was issued, please contact us at support@xsvzp.shop.
13. Order Cancellations
If you wish to change or cancel an order before it has been shipped, please contact us as soon as possible at support@xsvzp.shop.
We will make reasonable efforts to assist with the request.
However, cancellation may no longer be possible through the normal order-processing procedure after an order has entered processing or has been dispatched.
Any statutory cancellation or withdrawal rights available under applicable law remain unaffected.
14. Refused or Unclaimed Deliveries
Refusing delivery or failing to collect a parcel does not necessarily constitute a valid exercise of a statutory withdrawal right.
If you wish to withdraw from an eligible order, please contact us directly and clearly communicate your decision.
Additional costs resulting from incorrect delivery information, unjustified refusal or failure to collect an order may be handled in accordance with applicable law.
Mandatory consumer rights remain unaffected.
15. Proof of Purchase
We may request reasonable proof of purchase before processing a return, replacement or refund.
Acceptable proof may include:
- Order confirmation;
- Order number;
- Purchase receipt;
- Payment confirmation; or
- Other information reasonably sufficient to identify the transaction.
16. Consumer Rights
This Return and Refund Policy provides our commercial return terms in addition to any mandatory rights available under applicable consumer protection law.
Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot legally be excluded or restricted.
Where mandatory applicable law provides greater rights than this policy, the applicable legal requirements will apply.
17. Company and Contact Information
This online store is operated by:
FAN SEN HAIR SALON LTD
Company number: 16551801
Registered office:
27 GREEK STREET
LONDON
ENGLAND
W1D 5DF
UNITED KINGDOM
Email: support@xsvzp.shop
Website: xsvzp.shop
For returns, please contact us before sending any product. The registered office shown above should not be used as a return address unless we expressly confirm it in the applicable return instructions.