Return, Exchange and Refund Policy
Return Validity Period
You have 45 days from the date of receipt to request a return or exchange. If 45 days have gone by since your item was delivered, we unfortunately cannot offer you a refund or exchange.
Conditions for Returns and Exchanges
We accept returns and exchanges under the following circumstances:
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Appearance Issues: The product arrives with visible scratches, dents, or surface damage.
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Quality Issues: The product is defective, malfunctioning, or fails to meet functional standards.
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Odor or Significant Color Difference: The product has a strong, persistent unpleasant odor or the color differs significantly from the images displayed on our website.
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Incorrect Item Received: The product delivered does not match your order (wrong model, size, or type).
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No-Reason Returns: Even if there are no defects, the goods must be in their original condition upon receipt. The goods should be unused and, if possible, retain their original packaging. You may also return the goods.
Return Process
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Contact us via email at support@sandvibers.com or by phone at +1 (518) 755-6108 to apply for a return. Please provide your order number, proof of payment, the reason for the return, and relevant videos or photos.
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Our customer service team will process your application immediately. Once approved, we will notify you and provide the specific return address.
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You must ship the product back to the designated return address and wait for us to receive it.
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Upon receipt, we will inspect the item to verify the reported issue. If the inspection is passed, we will immediately arrange your refund. For more details, please refer to our refund process.
Exchange Process
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Contact us via email at support@sandvibers.com or by phone at +1 (518) 755-6108 to apply for an exchange. Please provide your order number, proof of payment, the reason for the exchange, and relevant videos or photos.
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Our customer service team will process your application immediately. Once approved, we will notify you and provide the return address.
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You must ship the product back to the designated return address and wait for us to receive it.
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Upon receipt and inspection, if the conditions are met, we will arrange the new shipment within 1-3 business days. The estimated delivery time for the replacement item is 7-15 business days. For further information on shipping, please refer to our shipping policy.
Refund Process
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Refund Method: Refunds will be credited back to the original bank card (Visa or MasterCard) used at the time of purchase.
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Processing Time: Depending on your financial institution, refunds typically appear in your account within 1-5 business days. If you have not received your refund after this period, please contact us for assistance.
Shipping Costs
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We will bear the return shipping costs if the return is due to appearance issues, quality defects, significant color differences, odors, or receiving the wrong item.
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The shipping cost for no-reason returns or exchanges will be your responsibility.
Return Labels
For your convenience, a return label is included inside every package. Please use this label when shipping items back to us to ensure proper tracking and processing.
Liability Statement
We are not responsible for any damage to the product that occurs during the return transit caused by improper packaging by the customer. Items must be securely packed to prevent damage. We reserve the right to refuse a refund or exchange if the returned item is damaged due to customer negligence.
Product Condition Requirements
To be eligible for a return or exchange, items must be in the same condition as when you received them. They should be unused and, whenever possible, in their original packaging. All parts, accessories, and manuals must be included in the return package.
Contact Us
Address: 1115 8TH ST NE, WASHINGTON, DC 20002-3622, US
Phone: +1 (518) 755-6108
Email: support@sandvibers.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)