Last Updated: April 11, 2025

At Sielux, we place great emphasis on product quality and customer satisfaction. We want you to be happy with your purchase. However, if you are not completely satisfied for any reason, please refer to our return and refund policy outlined below.

Scope

The provisions of this return policy apply exclusively to purchases made directly through the official Sielux.com website (hereinafter also referred to as Sielux).
Products purchased through authorized resellers or other sales platforms are subject to their respective policies. Please contact the reseller or platform for further information.

Return Period

A return request can be made within 14 calendar days of receiving the goods.
The return shipment should be made within 14 calendar days of submitting the return request. After this period, your return request will be automatically canceled without prior notice.

Returnable Items

To be eligible for a return, products must be in the same condition as you received them (unused, complete, with all tags attached, and in the original packaging). Upon arrival, the return will be inspected.

Special Cases

• Damaged, defective, or incorrect items received:

If you receive a product that is damaged, defective, or not what you ordered during transport, please contact our customer service within the specified 14-day return period to arrange a return or exchange. In such cases, Sielux will cover all return and replacement shipping costs.
If the product shows defects or malfunctions after the 14-day return period but within the valid warranty period, you can use our warranty claim. Please contact our Customer Support Team at support@sielux.com.

• Damage due to improper handling:

Products damaged due to improper handling or unauthorized disassembly and/or malfunctioning are excluded from the return. In such cases, the return request will be rejected.
However, you can contact our Customer Support Team at support@sielux.com for repair support.

For a successful return, the product must be returned with all accessories, possible gifts, and the original packaging. Otherwise, the return will be rejected or a reduced refund.

• Bundle offers:

For bundle offers containing discounted products, returns and refunds are only possible for the entire bundle. It is not allowed to return individual products from a bundle offer separately.

• Materials and after-sales parts:

Due to transportation issues, materials and after-sales parts are excluded from the return.

Return Procedure

To initiate a return, please first send your return request to our official customer service at support@sielux.com. The email must include:
The original order number and the exact name of the products to be returned;
A brief reason for the return, such as a change of mind, along with clear evidence (e.g. screenshots, photos, or videos and, if applicable, operation log files).
Our customer service will process your request within 2 working days and contact you to discuss the further return process once your return request has been received.
Once the return request is confirmed and approved, we ask that you send the products in the original packaging. You will receive the corresponding return address from our customer service.
Upon arrival of the return to our center, a quality control check will be carried out. Please stay in touch with us and check your emails regularly to ensure we have received the returned products.
Notes on packaging and shipping: Each return must first be confirmed and checked by our customer service. Unauthorized returns may be rejected. You could also be liable for the loss of returned products.
Each return must be sent to the return address provided by our customer service. Otherwise, you may be liable for the loss of returned products.
To avoid damage during transport, all returned products must be packed in the original box and original packaging materials. Please reuse the box and packaging materials in which you received the goods.
If you return the products, please choose a trackable shipping method and provide us with a valid tracking number. Please monitor the shipment status closely, as Sielux is not responsible for lost packages sent via external carriers.
Return Address:HYMSON USA

Refund

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Refund timeframe：

Refunds will be processed within 7 business days after receiving and inspecting the returned products.
The bank then completes the rest of the refund process. It may take up to 7 days for the amount to be credited back to your original payment account.

Refund Amount：

A service fee and return shipping will be incurred for returning non-defective products. Please consult the table below for the service fee amounts.

Refund Amount and Account Notes

PayPal and credit card issuers charge certain bank fees, which may affect the final amount you receive.
Currently, we can only issue refunds to the original payment account used for the purchase. If you wish to redirect the amount to another account, please contact your bank directly for more information.

Order Cancellation

We strive to process and deliver your orders efficiently and promptly. If you wish to cancel an order, please contact us within 2 hours of placing your order to arrange a cancellation. If your order exceeds the 2-hour period: In-stock items may already be undergoing internal processing, handed over to a carrier, or in transit, and therefore can no longer be canceled. For pre-order items, if you wish to cancel your pre-order before shipping for other reasons, please contact our customer service. We will do our best to assist you. Notes on Failed Cancellation If it is too late to cancel your order, please contact our customer service immediately upon receipt of the package to initiate a return and refund request. Please do not file a dispute or chargeback. Such actions can lead to an extended review by the credit card issuer and prolong the refund process by up to 90 days. Please avoid refusing the package by not paying customs fees or refusing to sign for it. Such actions can result in the package being returned, destroyed, or lost. In such cases, all incurred customs, shipping, and other fees will be deducted from the total refund amount.

Amendment

We may update this policy at any time. The "Last Updated" date at the top shows the effective date. Your continued use of our services after the update means you accept the new policy. **Sielux reserves the right to interpret this policy.