Refund policy
Last Updated: September 20, 2024
Effective: September 21, 2024
Order cancellation
If you would like to cancel your order, please contact us at customer@sivaol.com before your order goes into production. We will cancel your order and issue a refund, and there will be no cancellation fees for orders canceled prior to production. Please be noted we only accept order cancellation before your order goes into production. If your order has been in production, we will not accept the cancellation.
Return and exchange
We have a 30-day return policy, which means you have 30 days from the date of delivery to request a return. Exchanges are treated the same as returns.
If you do not receive your order within 30 days from the purchase date, or the item is incorrect, damaged by the carrier, defective in another way, you can request a return. To be eligible for return, there are some conditions that need to be met.
1. You have to request a return within 30 days from the date of delivery.
2. All returns must first be approved. We do not accept items returned directly without our approval.
3. The item must be new, in the original packaging, and in the same condition that you received it.
4. Products damaged by the customer will not be eligible for a refund.
5. We do not accept returns without a reason.
How to request a return or an exchange
1. Please contact us at customer@sivaol.com with your return request, along with your order number, sku, return reason and pictures or a video of the product that support your reason if applicable in your email.
2. We will handle the request and email you within 2 business days.
3. If your return request approved, you will get the return label.
4. Please allow 1-3 business days for your return to be inspected after we receive your return. We will issue a refund or ship an exchange out once we’ve inspected your return if it is eligible for return, and notify you by email.
Return shipping fee
We will pay the shipping cost if the item is incorrect, damaged by the carrier, defective in another way.
The customer will be responsible for paying the shipping cost for the returned item if any customer reason.
Restocking fee
There is no restocking fee for all returns.
Refund
1. If you would like to cancel your order, the refund(all the purchase amount) will be issued within 2 business days after receiving your cancellation request.
2. If you do not receive your order within 30 days from the date of purchase, we will issue a full refund(all the purchase amount), including the product price, shipping cost, and any other fee, or resend it at our expense within 2 business days after receiving your request.
3. If your order is eligible for return, we will issue a full refund(all the purchase amount), including the product price, shipping cost, and any other fee, or ship an exchange out at our expense within 2 business days once we’ve inspected your return.
Refund processing time
A credit will automatically be applied to your credit card or the original method of payment after we issue a refund, the time needed to process your refund may vary based on the payment method.
Credit card
It depends on your credit card issuer, usually it takes 4-6 business days. Please contact the credit card issuer with the question about when the credit will be sent back to your account.
PayPal
The refund will be sent back to your PayPal account within 3 business days after we issue a refund.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund within 15 business days after we issue a refund, please contact us at customer@sivaol.com .