Refund & Return Policy

Return & Refund Policy

Thank you for shopping at Sincere Home! We are committed to providing you with quality products and an exceptional shopping experience. To ensure you enjoy hassle-free after-sales service, we accept returns within 30 days of the date of delivery. Please read the following return terms, conditions, and procedures carefully:

1. 30-Day After-Sales Guarantee and "Return Only, No Exchanges" Policy

Return Period: You can apply for a return and refund within 30 days of receiving your item (based on the delivery date provided by the tracking logistics). Requests made more than 30 days after the delivery date will not be eligible for any after-sales service.

Return Only, No Exchanges Policy: To improve after-sales processing efficiency and shorten your waiting time, our online store only offers a "return and refund" service and does not offer direct exchanges. If you need to change the color, size, style, or model of the item, please apply for a return and refund directly according to this policy and reorder the correct item you need.

2. Basic Return Conditions (Non-Quality Issues / Customer Personal Reasons)

We understand you need to unpack and inspect or try the product. If you are returning an item for personal reasons (e.g., dislike, wrong color/size, not meeting expectations, duplicate purchase, etc.), the item must meet the following conditions:

- The item must be in brand-new, resaleable condition (i.e., no obvious wear or damage, no stains, unwashed, and not damaged by human or malicious acts).
- The original product packaging, instruction manual, all accessories, and product labels must be fully retained and undamaged.

Shipping Costs: For returns not due to product quality issues, the buyer must follow the final return instructions assigned by our after-sales team. The buyer is responsible for the return shipping costs and all related logistics risks.

3. Damaged, Defective, or Wrong Items (Special Quality Guarantee)

If the item you receive is damaged in transit, has a manufacturing defect, is malfunctioning, or is the wrong item as ordered, please contact our customer service email within 48 hours of receiving the goods.

To simplify the process and minimize your inconvenience, once our after-sales team verifies that the issue is due to product quality, we will directly process a full refund or arrange for a free replacement. You will not need to return the damaged or incorrect item.

4. Standard Online Store Return Processing Procedure (Important, Please Follow Us)

To ensure your returns and refunds are quickly identified and processed, please strictly follow these three steps:

Step 1: Please send an email to our official customer service mailbox first.
Please first send an email to our official customer service mailbox: info@sincerehome.shop to submit a return request (please indicate your order number and reason for return in the email). To ensure a smooth process, you must attach 1-2 photos of the product in its current condition (or video evidence of the quality issue) to the email. All returns must first be approved by the after-sales team.

Step 2: Obtain Dedicated Return Instructions
After approval, our after-sales team will provide you with a designated return receiving address or dedicated return instructions within 1-2 business days based on your order details.

Note: Please do not return the package to the original shipping address or waybill address without contacting customer service. Unauthorized self-shipped packages will not be recognized or signed for by the warehouse, and therefore a refund cannot be processed.

Step 3: Ship and Provide Tracking Number
After shipping the returned package, the buyer must provide a valid tracking number to customer service via email. Once we receive the returned item and confirm it is in good condition, we will refund the payment to your original payment account within 3-5 business days. Shipping costs for the initial order are non-refundable.

5. Limitations and Disclaimers
Items with obvious signs of use or damage, intentional damage, or missing original accessories or tags will not be eligible for a full refund. Our after-sales team reserves the right to make the final decision regarding the physical condition of returned items.

For any questions regarding our after-sales policy, please feel free to contact us at info@sincerehome.shop. We are happy to assist you.