Return & Refund Policy
SineWine offers returns and refunds for eligible products within specified timeframes. Please review this policy carefully before making a purchase.
1. Return Window
Products purchased on SineWine may be returned or exchanged within 48 hours of delivery, subject to the eligibility requirements and conditions outlined in this policy.
Important: The 48-hour return window begins at the time of delivery as recorded by the courier. After this period, eligible issues will be handled under applicable warranty terms rather than the return policy.
2. Eligible Return Reasons
Returns are accepted for the following reasons when reported within 48 hours of delivery:
Defective or Non-Functional Products
If you receive a product that is defective or does not function as described, you may request a replacement by contacting customer support or using the return function on your order page within 48 hours of delivery.
Shipping Damage
If your product arrives damaged due to shipping or handling, you must report the damage within 48 hours of delivery. Supporting documentation, including photographs and video evidence, is required.
Stock Unavailability
If a product becomes unavailable after you place your order, a full refund will be automatically processed to your original payment method within four business days. No action is required on your part unless the refund is not received within this timeframe.
3. Return Requirements
To qualify for a return or replacement, products must meet the following conditions:
- The product must be in its original condition with no signs of use or damage
- All original packaging, protective films, stickers, and seals must be intact
- All accessories, components, manuals, and documentation must be included
- The return request must be initiated within 48 hours of delivery
Documentation Requirements
To support your return request, you must provide:
Unboxing Video: A clear, uncut, continuous video recorded from the moment you begin opening the sealed package. The video must show the external packaging before opening, display the IMEI or serial number clearly, and show all contents being removed from the package.
Additional Evidence: Clear photographs of the product, packaging, and any defects or damage.
Return requests submitted without adequate documentation may be denied. Video and photographic evidence help us process legitimate claims efficiently and protect against fraudulent returns.
4. Products Not Eligible for Return
The following categories of products cannot be returned or refunded:
- Digital products, software licenses, and activation codes
- Extended warranty plans and protection services
- Products marked as final sale or non-returnable at the time of purchase
Reasons Not Covered by This Policy
Returns are not accepted for the following reasons:
- Change of mind or buyer's remorse
- Order placed by mistake or no longer needed
- Product specifications that were clearly stated in the product description
- Color preferences, as product colors are subject to availability and may vary from images
- Better price found elsewhere after purchase
We encourage you to review product details, specifications, and policies carefully before placing an order.
5. How to Initiate a Return
To request a return for an eligible product, follow these steps within 48 hours of delivery:
- Visit the "My Orders" page in your account and click the return button next to the relevant order, or contact our customer support team at support @ sinewine.com
- Provide your order number, product details, and reason for return
- Upload or share links to required documentation (unboxing video and photographs)
Our team will review your request and provide further instructions if your return is approved. Approved returns will include a prepaid return label and packaging instructions.
6. Inspection and Processing
Once we receive your returned product, our quality control team will inspect it to verify that it meets the return eligibility requirements outlined in this policy.
If the returned product is found to be damaged, missing components, or does not meet our return criteria, we may deny the return, apply a restocking fee of up to 50% of the product value, or deduct repair or refurbishment costs from any refund.
7. Replacements and Refunds
Replacement Policy
For defective electronic devices, we will provide a replacement of the same model whenever possible. Replacements are dispatched from our nearest warehouse within 24 to 48 hours of return approval.
Refund Scenarios
A full refund is issued if the product is confirmed defective and a replacement of the same model is unavailable in our inventory.
If a replacement is available but you decline it and request a refund instead, a partial refund equal to 50% of the product value will be processed.
Refund Timeframe
Approved refunds are processed to your original payment method within seven to fourteen business days, depending on your bank or payment provider.
8. Non-Refundable Fees
The following charges are non-refundable and will be deducted from any refund amount:
- Original shipping and delivery charges
- Return pickup or shipping costs
- Payment gateway processing fees
- Handling, packaging, or administrative fees where applicable
- Restocking fees, if applicable
9. Delivery Refusal
Refusing delivery at your doorstep is not an acceptable method of return. If you refuse to accept delivery, the product will be treated as abandoned, and no refund will be issued.
Proper Return Process: If you wish to return a product, you must accept delivery first and then follow the return process outlined in this policy within the 48-hour return window.
10. Order Cancellation
Standard Delivery Orders
Orders placed with standard delivery may be cancelled within two hours of order placement, provided the product has not yet been processed for shipment. Cancellations can be initiated from the "My Orders" page in your account.
Express Delivery Orders
Orders placed with express delivery cannot be cancelled, as they are processed and dispatched immediately to ensure prompt delivery.
Cancellation Refunds
Refunds for successfully cancelled orders are processed to your original payment method. Payment gateway processing charges will be deducted from the refund amount. Refunds typically reflect in your account within seven to fourteen business days, depending on your bank or payment provider.
11. Management Discretion
SineWine reserves the right to approve or deny any return request based on the eligibility criteria outlined in this policy. Decisions may also consider factors such as suspected fraudulent activity, incomplete documentation, excessive return history, or violations of our Terms and Conditions.
Our decisions regarding returns and refunds are final. We are committed to treating all customers fairly while maintaining the integrity of our return policy.
12. Contact Information
If you have questions about this Return & Refund Policy or need assistance with a return request, please contact us:
Email: support @ sinewine.com
Subject Line: Include your order number and "Return Request"
Response Time: We respond to inquiries within 24 hours during business days
We are committed to addressing return requests promptly and fairly in accordance with this policy.
