Refund policy

Last Updated: July 23, 2026

At Sinoita, we aim to provide customers with a clear, fair, and transparent return and refund process.

This Return & Refund Policy explains our return period, eligibility requirements, return shipping responsibility, refund process, exchanges, damaged-item procedures, and order cancellation terms.

Nothing in this policy limits consumer rights that cannot legally be excluded or restricted.

1. Return Window

Customers may submit a Return Request within 30 calendar days after receiving their order.

The return period begins on the date the order is delivered to the customer or the customer’s designated recipient.

Return requests submitted after the 30-day period may not qualify under our commercial return policy. This does not remove any longer mandatory rights that may apply to faulty, damaged, incorrect, or misdescribed goods.

2. How to Submit a Return Request

Before returning an item, contact our Customer Support team at hello@sinoita.com.

Please include:

• Your order number;
• Your full name;
• The email address used for the purchase;
• The product name and quantity being returned;
• The reason for the return; and
• Photos or other supporting information when applicable.

Our Customer Support team normally reviews a Return Request within 1–2 business days.

If the return qualifies, we will provide return instructions and confirm the applicable return details.

Unless a different deadline is stated in the return instructions or required by applicable law, the return should be shipped within 14 calendar days after receiving the return instructions.

3. Return Address

A package should be sent only to the return address listed in this policy or another address expressly confirmed in writing by Sinoita Customer Support.

4. Return Eligibility

To qualify under our commercial 30-day return policy, an item must meet the following requirements:

• The Return Request was submitted within 30 calendar days of delivery;
• The item has only been tried on to the extent reasonably necessary;
• The item has not been worn for an extended period;
• The item has not been washed, altered, or intentionally damaged;
• The item is in its original condition;
• Original tags and labels remain attached when supplied;
• Original packaging and accessories are included when applicable;
• The item is free from stains, odors, makeup marks, deodorant marks, pet hair, or other signs of use;
• The item remains suitable for resale; and
• Valid proof of purchase is provided.

Proof of purchase may include an order confirmation, order number, receipt, or another reasonable record showing that the item was purchased from Sinoita.

5. Items That May Not Qualify for Return

The following items may not qualify under our commercial return policy:

• Items worn beyond reasonable inspection or try-on;
• Items that have been washed, altered, or damaged after delivery;
• Items with stains, odors, makeup marks, pet hair, or signs of use;
• Items missing original tags when tags were supplied;
• Items missing included packaging or accessories when applicable;
• Items returned after the applicable return deadline; and
• Items clearly marked as non-returnable before purchase, where such a restriction is permitted by law.

A non-returnable or final-sale designation does not remove rights relating to an item that is faulty, damaged on arrival, incorrect, materially misdescribed, or otherwise protected by mandatory consumer law.

6. Size, Fit, Color, and Change-of-Mind Returns

Customers may request a return when an eligible item does not fit as expected or when they change their mind about the size, color, style, or personal preference.

Customers should review the product description, available measurements, and size information before completing a purchase.

A size or fit issue caused by customer selection is normally treated as a change-of-mind return rather than a product defect.

For change-of-mind, size, fit, color, style, or preference-based returns, the customer is responsible for return shipping.

If an item materially differs from the measurements or description shown on the product page, contact us so we can investigate the issue.

7. Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, or different from the product ordered, please contact Customer Support as soon as reasonably possible.

Contacting us within seven days of delivery may help us investigate the shipment more quickly, but failure to report within seven days does not automatically remove rights that cannot legally be restricted.

Please provide:

• Your order number;
• A description of the issue;
• Photos of the damaged, defective, or incorrect item; and
• Photos of the package or shipping label when relevant.

Photos help us evaluate the issue, but we will consider other reasonable evidence if photographs cannot be provided.

If the item is confirmed to be incorrect, damaged on arrival, defective, or affected by a confirmed quality issue, Sinoita will arrange or cover reasonable return shipping.

Available resolutions may include:

• A replacement;
• An exchange;
• A refund to the original payment method; or
• Another appropriate solution required by applicable law.

8. Return Shipping Costs

Customers are responsible for return shipping costs when a return is caused by:

• A change of mind;
• Incorrect size selection;
• Fit preference;
• Color or style preference; or
• Another reason not caused by a Sinoita error or confirmed defect.

Unless Sinoita confirms otherwise in writing, customers arranging these returns must select and pay the return carrier directly.

Sinoita will arrange or cover return shipping when:

• The customer received the wrong item;
• The item arrived damaged; or
• The item has a confirmed defect or quality issue.

For merchant-responsibility returns, we may provide a prepaid return label or another reasonable shipping arrangement. Customers should follow the instructions supplied by Customer Support.

Customers should not purchase unusually expensive return shipping without receiving written confirmation from Sinoita first.

9. Tracking and Responsibility for Return Packages

We recommend using a return shipping service that provides tracking and retaining the shipping receipt until the return and refund are complete.

When a customer independently selects and pays a return carrier, the customer is responsible for keeping proof of shipment. To the extent permitted by law, Sinoita is not responsible for loss or damage caused by that independently selected carrier before the package reaches the designated return address.

If Sinoita provides the return label or arranges the carrier, we will assist with carrier-related issues according to the circumstances and applicable law.

10. Original Shipping Charges

Sinoita provides Free Standard Shipping for eligible U.S. orders, so the standard outbound shipping amount charged for these orders is normally $0.00.

If a customer paid for another shipping service, that additional shipping charge is normally non-refundable for a change-of-mind return unless applicable law requires otherwise.

When the return is caused by an incorrect, damaged, or confirmed defective item, applicable shipping charges will be handled according to the circumstances and mandatory consumer law.

11. No Restocking Fee

Sinoita does not charge a restocking fee.

The restocking fee for an approved return is $0.00.

We do not deduct a general handling, processing, or restocking charge from an approved refund.

12. Return Inspection

After receiving the returned item, we will inspect it to confirm:

• The returned product matches the Return Request;
• The product meets the applicable return conditions;
• All required items, tags, and accessories are included; and
• The product condition matches the information provided.

We will notify the customer whether the return and refund have been approved or declined.

13. Refund Process

If a refund is approved:

• The refund will be issued to the original payment method;
• Sinoita will process the refund within 1–3 business days after inspection and approval;
• No restocking fee will be deducted;
• A gift card or store credit will not replace a monetary refund unless the customer expressly agrees or applicable law permits it; and
• A refund confirmation will be sent to the customer.

After Sinoita processes the refund, the customer’s bank, card issuer, PayPal, Shop Pay, or other payment provider may require additional time before the funds appear in the account.

This additional financial-institution processing time is outside Sinoita’s control.

14. Partial Refunds or Reduced Refunds

Sinoita does not impose a restocking fee. However, where permitted by applicable law, the refundable amount may be reduced if:

• The item has been used beyond reasonable inspection;
• The item has been damaged after delivery;
• Parts or accessories are missing; or
• The item’s value has been reduced by customer handling or alteration.

Any adjustment will be based on the documented reduction in the product’s value and will not be presented as a restocking fee.

No reduction will be made where it is prohibited by applicable law.

15. Late or Missing Refunds

If an approved refund does not appear after Sinoita has issued the refund:

1. Review your bank or payment-account activity again.
2. Contact your card issuer, bank, PayPal, or payment provider.
3. Confirm whether the transaction is still pending.
4. Contact Sinoita at hello@sinoita.com if further assistance is required.

Please include your order number, but do not send complete card numbers, card security codes, passwords, or one-time verification codes.

16. Exchange Policy

Sinoita offers replacements or exchanges for eligible items that are damaged, defective, or incorrect upon arrival.

Exchange requests are subject to:

• Product availability;
• Return eligibility;
• Review of the reported issue; and
• Inspection of the returned item when required.

For size, color, fit, or preference changes, customers may return an eligible item and place a new order. Direct exchanges are not guaranteed.

If a replacement is unavailable, an approved refund will be issued to the original payment method.

17. Order Cancellation

Customers may request cancellation before an order enters processing or shipment.

Please contact Customer Support as soon as possible after placing the order. We will make reasonable efforts to assist, but cancellation cannot be guaranteed after fulfillment has started.

If an order has already shipped, the customer may submit a return after delivery according to this policy.

18. International and Mandatory Consumer Rights

Customers outside the United States may have additional return, cancellation, repair, replacement, or refund rights under the laws applicable to them.

The commercial 30-day return period does not replace mandatory remedies for products that are faulty, damaged, incorrect, materially misdescribed, or otherwise non-conforming.

If a provision of this policy conflicts with a mandatory consumer law, the applicable mandatory law will take priority.

19. Changes to This Policy

Sinoita may update this Return & Refund Policy to reflect changes in business operations, return procedures, or legal requirements.

Updated versions will be posted on this page with a revised “Last Updated” date.

The policy applying to a purchase is generally the version in effect when the order was placed, subject to mandatory law.

20. Contact Us

For return requests, exchanges, damaged-item reports, cancellations, or refund questions, please contact us:

We aim to respond to general customer inquiries within 24–48 business hours. Return Requests are normally reviewed within 1–2 business days.