Reply from ErsanailsDec 9, 2025
Hi Vipul Chandel,
We are writing to formally respond to your repeated requests for a refund for Order #58139, and to clarify our position in accordance with our official after-sales policy.
As previously communicated multiple times, we have confirmed via the logistics data provided to you that your order was successfully delivered on December,04,2025 to the address you registered . We have also shared the full contact information of the logistics carrier iMile, contact details:+600566221 to assist you with any delivery-related inquiries.
Despite our provision of complete logistics proof and carrier contact information, you have not attempted to contact the carrier to verify the delivery status or file a formal claim, nor have you provided any evidence to support your claim of non-delivery (such as delivery confirmation records from your residence, surveillance footage, or a written statement from the property management/carrier confirming undelivered items).
Our after-sales policy clearly stipulates that refunds for “non-received” orders will only be processed when: 1) the carrier confirms the order was lost or undelivered; or 2) the customer provides valid evidence proving non-delivery. Since your request fails to meet either of these criteria—you have ignored the available logistics evidence, declined to engage with the responsible carrier, and provided no supporting documentation—we are unable to approve your refund application.
To draw a parallel: this is equivalent to requesting a refund from a store simply by claiming “non-receipt” after the courier has confirmed delivery to your address, without contacting the courier to resolve the issue or providing any proof of non-delivery. As the seller, we no longer hold possession of the product once it has been handed over to the carrier and confirmed as delivered;
therefore, we cannot process a refund under these circumstances.
We urge you to contact the logistics carrier immediately using the information we provided to investigate the delivery status. Should the carrier confirm the order was lost or undelivered, or should you obtain valid evidence of non-delivery, please share this documentation with us, and we will revisit your request in accordance with our policy.
We wish to emphasize that while we fully acknowledge your right to seek resolution for your concerns, mutual respect is fundamental to all communication. Regrettably, your repeated use of disrespectful and inappropriate language in previous correspondences is unacceptable and creates an unnecessary barrier to constructive dialogue. Our customer service team is committed to assisting customers with professionalism and patience, and we equally deserve to be treated with courtesy and respect. We reserve the right to limit or suspend communication if disrespectful language persists, as we strive to maintain a respectful environment for all parties involved.
This decision is final and based strictly on our after-sales terms and the available factual evidence. We appreciate your understanding and cooperation.
Sincerely,
Flora
Ersa Nails Customer Service Team
