Return & Refund Policy

Clear rules for made-to-order and custom items, plus what happens if something goes wrong.


Report window

Contact us within 30 days of delivery if there is an issue.

No return needed

Custom items don't need to be shipped back. We remake or refund directly.

Support

Email replies within 24 hours.

Important note (consumer rights)

Nothing in this policy affects your statutory rights. If an item is faulty, damaged, incorrect, or not as described, you may be entitled to remedies under applicable law.

Time window to report an issue

Please contact us within 30 days of delivery if there is an issue with your order (defect, damage, wrong item, missing item, or a significant mismatch vs. confirmed details). This helps us verify shipment status and resolve your case efficiently.

If you contact us after 30 days, we may still try to help where reasonable, but our ability to investigate carrier scans and handling conditions may be limited.

Overview

Many SFOUNDA products are made to order and some items are personalized/customized. Because custom items are created based on the details you provide, custom/personalized orders are generally not eligible for returns or exchanges for non-quality reasons.

We carefully inspect every order before dispatch to ensure a reliable customer experience. If there is a problem, contact us and we will work with you on a fair solution.

Custom & personalized items (non-quality issues)

Custom/personalized products are not returnable and not exchangeable for reasons such as:

  • Change of mind after production has started
  • Personal preference after receiving the item (when the item matches the approved details and product description)
  • Expected minor variations for handmade or made-to-order work
  • Color differences caused by screen/lighting differences
  • Issues caused by incorrect information provided by the customer (e.g., wrong text, wrong photo, wrong options selected)

If you need to update your customization details, please contact us as soon as possible. Once production begins, changes may not be possible.

Eligible cases (replacement or refund)

If any of the following occurs, we can offer a replacement (reshipment), a refund, or another reasonable resolution depending on the situation:

1) Clear quality defects (not usable as intended)

The item has an obvious manufacturing/quality issue that prevents normal use (for example: broken parts on arrival, faulty clasp, incorrect assembly, severe plating/finish failure).


2) Significant mismatch vs. confirmed customization / description

The finished custom result differs materially from what was confirmed or from the product description (for example: wrong engraving/text, wrong photo used, wrong variant, or a clearly incorrect final outcome compared with the submitted requirements).

"Significant mismatch" does not include minor style differences that are inherent to handmade work or differences caused by low-quality/unclear customer-provided images.


3) Wrong item shipped / missing items

You received the wrong product/variant, or parts are missing from the package.

No return shipment required

Because our products are custom-made and shipped internationally, we do not require you to return the item. If there is a confirmed quality issue or order error, we will remake and reship at no extra cost, or issue a refund — whichever you prefer. You do not need to pay for any return shipping.

When appropriate, we may prioritize a replacement/reshipment. If a replacement is not possible or not reasonable, a refund may be offered. Refunds are issued to the original payment method.

How to report an issue

Email us at support@sfounda.com and include:

  • Order number
  • A short description of the issue
  • Clear photos and/or a short video showing the problem (and the packaging label if relevant)

We respond to support emails within 24 hours.

WhatsApp: wa.me/85260670940  •  Phone (HK): +852 6067 0940

Resolution & refund processing

After we receive your email and supporting information, we will review the case and propose a solution as quickly as possible. If a refund is approved, processing times can vary by payment provider and bank.

Additional notes

  • Damage caused by wear, misuse, accidents, or improper care is not considered a manufacturing defect.
  • For hygiene reasons, certain items may not be returnable when applicable (e.g., earrings) unless defective or incorrect.
  • Please contact us within 30 days of delivery if there is an issue so we can verify shipment status and help efficiently.