We want you to be completely satisfied with your purchase. If you need to return or request a refund, this guide explains our process. Have questions? Email luyen.amz97@gmail.com or visit our contact page.
1. Return window and condition
You have 30 days from the delivery date to request a return or exchange. To ensure a smooth process, the item must be unused and in its original packaging. You will also need proof of purchase, such as your order confirmation or receipt. These conditions apply unless we shipped the wrong item or it arrived damaged.
- The item must be unused and in the same condition you received it.
- It must be in its original packaging, including all padding, boxes, and inserts.
- Please have proof of purchase ready, like your order confirmation or receipt.
Please do not ship a package until we have approved the return in writing. Returns requested after 30 days are generally not accepted unless the item has a verified defect that we agree to address.
2. Product-specific conditions
For returns to be eligible, please ensure your item meets the condition requirements above. If an item arrives damaged, please use the defective-item process in section 5.
Items must be returned in the condition they were received. For example, a travel mug must be unused and in its original packaging. Items that have been used, washed, or separated from their original lot are not eligible for a standard return.
If any item arrives damaged, notify us immediately with photos. We will handle the replacement or refund according to our policy.
3. How to start a return
- Email luyen.amz97@gmail.com with your order number, the product name, and the reason for the return.
- Wait for written approval. We will send you the return mailing address.
- Pack the item securely and send it using a trackable carrier.
- After we receive and inspect the package, we will email you regarding the refund or next steps.
Packages sent without prior written approval may be refused or returned to you at your expense.
4. Who pays return shipping
You are responsible for return shipping costs unless we shipped the wrong item or the item arrived damaged or defective. Original outbound shipping costs are not refunded unless these exceptions apply. We do not issue prepaid labels for returns requested for a change of mind.
5. Defective or damaged items
If an item arrives defective or damaged, please email photos of the defect and any carton damage to luyen.amz97@gmail.com along with your order number. We will replace the item at no extra cost once we confirm the issue. You may also request a refund instead. Please do not discard the original packaging until we have reviewed the photos.
6. Refund timing and method
After we receive and inspect an eligible return, we issue the refund within 5–10 business days. The refund goes back to the original payment method used at checkout: Apple Pay, Google Pay, or Amazon Pay. We do not issue refunds to different accounts or payment methods.
- Full refunds apply when the returned item meets the unused-in-original-packaging rules.
- Partial refunds may apply if original packing, padding, or lot contents are missing, or if damage occurred after delivery and was not our error.
7. What we cannot take back
- Items that have been used, washed, or otherwise altered, except in cases of verified defect or damage upon arrival.
- Items returned as incomplete lots or partial orders, except in cases of verified defect or damage upon arrival.
- Items that are missing original packaging, which may impact the return eligibility.
- Items that have been cleaned with harsh chemicals or repacked without original padding, except for verified defect or damage upon arrival.
8. Late or missing refunds
If more than 10 business days have passed after we confirm the refund, please check the Apple Pay, Google Pay, or Amazon Pay account you used at checkout. Wallet and bank posting can take extra days after we send the funds. If you still do not see the refund, email luyen.amz97@gmail.com with your order number so we can trace the payment.
9. Contact
Email luyen.amz97@gmail.com, call 344-328-547, or write to 1209 Mountain Road Pl NE, Ste R, Albuquerque, NM 87110. Sovellea Home LLC ships within the United States. Website: https://sovelleahome.online/.