Thank you for shopping at Samuel String. We strive to ensure that our customers are completely satisfied with their purchases. However, if you are not satisfied with your order, please review our return and refund policy below.
1. Return Policy:
- Eligibility for Returns:
- We accept returns on unopened and unused products within 14 days from the date of delivery.
- The product must be in its original packaging and in resalable condition.
- Non-returnable Items:
- Opened, used, or damaged items cannot be returned.
- Custom or personalized products are not eligible for return.
2. Refund Policy:
- Refunds are only offered for products that are defective or damaged upon arrival.
- If you receive a damaged or incorrect product, please contact us within 7 days of receiving the item to request a refund or exchange.
- If your return request is approved, a refund will be processed via cash.
- Refunds will be processed within 7-10 business days from the date we receive your returned item.
3. How to Request a Return or Refund:
- To initiate a return or request a refund, please email us at [email protected] within the specified return period (14 days for returns, 7 days for damage claims).
- Please include your order number, a description of the issue, and photos of the product (if damaged) to help us resolve your request quickly.
4. Shipping Costs for Returns:
- If the return is due to a defect or error on our part, we will cover the return shipping costs.
- For all other returns, the customer will be responsible for paying the return shipping fees.
5. Exchanges:
- At this time, we do not offer direct exchanges. If you wish to exchange an item, please return the original product and place a new order for the desired item.
6. Contact Us:
- If you have any questions regarding our return and refund policy, feel free to contact us at [email protected].