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.

Usually no return shipment

In most approved quality-related cases, we do not require the item to be sent back.

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, including a defect, damage, wrong item, missing item, or a significant mismatch versus the confirmed order details or product description.

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

Overview

Many SFOUNDA products are made to order, produced in small batches, or customized based on the details you provide. Because of this production model, items are generally not eligible for returns or exchanges for non-quality reasons, unless otherwise required by law.

We carefully inspect orders before dispatch. If there is a confirmed quality issue or order error, we will work with you on a reasonable resolution in line with this policy.

Non-quality issues (not eligible for return or exchange)

We do not accept returns or exchanges for non-defective items, including custom or personalized products, 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 inherent to handmade, made-to-order, or small-batch work
  • Color differences caused by screen or lighting differences
  • Issues caused by incorrect information provided by the customer, such as wrong text, wrong photo, wrong address, or wrong option selected

If you need to update customization details or order information, please contact us as soon as possible. Once production or fulfillment begins, changes or cancellations may not be possible.

Eligible cases (replacement, reshipment, or refund)

If any of the following occurs, we may offer a replacement, reshipment, refund, or another reasonable resolution depending on the case:

1) Clear quality defects

The item has an obvious manufacturing or quality issue that prevents normal use, for example broken parts on arrival, a faulty clasp, incorrect assembly, or severe finish failure.


2) Significant mismatch versus confirmed details or product description

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

A significant mismatch does not include minor style differences inherent to handmade work or issues caused by low-quality or unclear customer-provided images.


3) Wrong item shipped or missing items

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

Return method, return shipping, and fees

In most approved quality-related cases, we do not require the item to be returned. We may resolve the issue by replacement, reshipment, refund, or another reasonable solution based on the circumstances.

In limited cases, if our support team determines that a return is necessary for review or resolution, we will provide return instructions by email. Please do not send any item back without prior authorization.

Customers will not be charged return shipping for approved quality-related claims authorized by us.

We do not charge restocking fees.

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 message within 24 hours.

WhatsApp: wa.me/85260670940

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, it will be submitted to the original payment method within 5–7 business days. The final posting time may vary depending on your payment provider or 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 eligible for return when applicable 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.