Refund policy
Our goal at Symbia is to ensure you are satisfied with your purchase. If you need to make a return, please review the following policy.
1. Return Timeframe You have 14 days from the date you received your order to initiate a return. Unfortunately, we cannot process any return requests made after this 14-day period has passed.
2. How to Start a Return To begin the return process, you must first contact our support team at hello@trysymbia.com for authorization.
- Once your return is approved, we will provide detailed instructions on how to send your package.
- Please be aware that items sent back to us without first requesting a return authorization will not be accepted.
3. Conditions for Return To be eligible for a return, your item must be in the exact condition that you received it:
- Unsealed and unused.
- All original tags must still be attached.
- Must be in its original packaging.
- A receipt or proof of purchase is required.
4. Return Shipping Responsibility Customers are responsible for all shipping costs associated with returning an item. This includes returns for reasons such as a size change, color preference, or a change of mind.
All authorized returns must be shipped to our designated return facility in China, which will be specified in your return instructions.
The only exception is if you received a product that was damaged due to an error on our part. In such cases, Symbia will cover the cost of the return shipping.
5. Damaged, Defective, or Incorrect Items Please inspect your order immediately upon delivery. If you discover that the item is defective, damaged, or if you received the wrong product, contact us right away at hello@trysymbia.com so we can evaluate the issue and make it right.
6. Exceptions & Non-Returnable Items Certain types of items cannot be returned, specifically custom products or personalized items. If you have any questions about whether your specific item is eligible for a return, please get in touch with our team.
7. Special Cases
- Customization Errors: In the rare event that we make an error with your product's customization, you qualify for a complimentary replacement at no additional expense. Please contact us to arrange this.
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Delivery Failures:
- If a delivery fails because the customer provided an incorrect or incomplete address, a replacement can be sent, but the customer will be responsible for repaying the shipping fee.
- If a delivery fails for other reasons not related to a customer address error, we will provide a free replacement.
8. European Union (EU) 14-Day Cooling-Off Period For orders shipped to countries within the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification. This right is subject to the same conditions listed in Section 3 (item must be in original, unused condition with tags and packaging) and requires proof of purchase.
9. Refund Processing Once we receive and inspect your return, we will send you an email to notify you of the status of your refund.
If your return is approved, your refund will be automatically processed to your original payment method within 10 business days. Please remember that it may take additional time for your bank or credit card company to process and post the refund to your account.
10. Delayed Refunds If more than 15 business days have passed since your refund was approved and you have not yet received it, please contact us at hello@trysymbia.com.