Refund policy
Return and Refund Policy
Thank you for shopping at Sea Cucumber. We value your satisfaction and aim to provide a smooth return process. Please review our policy carefully:
1. Return Eligibility
To be eligible for a return, your item must:
• Be in the same condition as when you received it (unworn, unwashed, and undamaged).
• Be in the original packaging with all tags and labels intact.
• Be accompanied by a receipt or proof of purchase.
Important:
• If we receive a returned item that does not meet these criteria (e.g., it has been worn, washed, damaged, or is not in the original packaging), we will not issue a new product or a refund.
• The same product will be sent back to you, and all courier fees will be at your expense.
2. Returns for Incorrect Size
If your item is the wrong size, you have 7 calendar days from the date of receiving your order to notify us of your request in writing.
To proceed:
• Follow the return eligibility guidelines listed in Section 1.
• Courier fees for returning the item(s) will be at your own cost.
Once we receive your returned item(s):
• We will inspect the item(s) and notify you within 2-3 business days of receipt.
• If the return is approved and we have the correct size in stock, we will dispatch the new size to your chosen address (courier fees apply).
• If the correct size is not in stock, we will issue a full refund to your original payment method. Refund clearance times depend on your bank and payment method.
3. Returns for Factory Faults
For items with a factory fault, you have 90 calendar days from the date of purchase to file a return request.
Once we receive your item:
• Our team will inspect the product within 2-3 business days to determine if it is a factory fault.
• If the defect is confirmed as a factory fault, we will send you a replacement product at no additional cost.
• If a replacement is not available, we will issue a full refund to your original payment method.
• If we determine that the damage was caused by the customer (e.g., torn fabric, broken parts, or other misuse), no replacement or refund will be issued. The item will be returned to you, and courier fees for returning the product will be at your expense.
4. Non-Refundable Items
The following items are not eligible for return or refund:
• Customized products
• Gift cards
• Coupon discounts
• Prize giveaway items
For any questions or to initiate a return, please contact us at seacucumberofficial@gmail.com.