Delivery & Returns

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Delivery & Returns

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Delivery & Returns

At Synoet, we are committed to delivering exceptional products that inspire confidence and elevate lives. We believe that a seamless delivery and returns experience is critical to building lasting trust with our customers. This policy outlines every detail of our shipping, delivery, and return processes for our U.S. customers. By placing an order with Synoet, you agree to the terms set forth in this document.

Shipping & Delivery Policy

Coverage Area
Shipping Carriers & Methods
Primary Carriers:
We use reputable shipping carriers, namely FedEx and DHL Express, to ensure the safe and timely delivery of your order.

Shipping Method:
We offer a single, standard shipping method that is fully integrated with our free shipping policy. No express shipping option is provided at this time.
Processing & Delivery Times
Order Processing:
All orders are processed within 1-3 business days after confirmation of payment.

Combined Processing & Shipping Time:
The estimated delivery timeframe is between 7 to 14 days from the order date. This includes both order processing and transit time.

Timeframe Variability:
Please note that delivery times may vary based on carrier performance, weather conditions, and other unforeseen factors.
Shipping Fees & Tracking
Shipping Fees:
We offer free shipping on all orders. There are no additional charges for standard delivery.

Tracking Information:
Once your order is shipped, you will receive a tracking number via email. This tracking number allows you to monitor your shipment’s progress through the FedEx or DHL Express website.
Handling Damaged Shipments
Damaged Upon Arrival:
In the event that your package arrives with visible damage, please document the condition with clear photographs and notify us immediately at [email protected].

Carrier’s Role & Insurance:
Our shipping providers insure all shipments. If damage occurs during transit, we will coordinate with FedEx or DHL Express to file a claim in accordance with their respective policies:

FedEx Guidelines: Claims for damaged shipments must be filed within 21 calendar days from delivery. Once approved, FedEx will issue a refund for the shipping fees or provide compensation as per their guidelines.

DHL Express Guidelines: Claims must be submitted within 60 days from shipment. If approved, DHL Express may refund shipping fees or arrange for a replacement shipment, based on the extent of the damage.

Resolution Process:
After a claim is filed and approved by the carrier, any applicable refunds or compensation will be processed. Synoet will assist you throughout this process to ensure your satisfaction.
Lost Shipments
Responsibility for Lost Items:
If an item is reported lost during transit, our shipping carriers are responsible for processing claims for lost shipments.

Post-Delivery Losses:
Once an item is successfully delivered (as confirmed by tracking information), Synoet is not responsible for any loss or misplacement thereafter.

Carrier Claim Process:
We will work with FedEx or DHL Express to resolve any issues related to lost shipments. Please contact us if you suspect an item was lost during transit, and we will guide you through the carrier’s claim process.
Address Corrections
Address Change Window:
Customers may request an address change within 24 hours of placing their order.

After 24 Hours:
Once 24 hours have passed without a change request, the shipping address is locked and cannot be altered. Please double-check your shipping information during checkout to avoid issues.
Preorder Handling
Uniform Process:
Preorders are managed in the same manner as regular orders. There is no separate process for handling preordered items.

Communication:
Customers will receive the same tracking information and estimated delivery times for preordered items as they would for other orders.

Return & Refund Policy

Return Eligibility & Conditions
Return Window:
You have 14 days following the delivery of your product to request a return.

Valid Reasons for Return:
Returns are accepted for the following reasons only:

Wrong Item: If you received an item that does not match your order.

Defective Product: If the product is damaged, defective, or not functioning as intended.

Sizing Issue: If the item does not fit as expected (please note that returns for a change of mind are not accepted).

Condition Requirements:
To be eligible for a return, the product must be in its original, unused condition, including all packaging, labels, and accessories.
Initiating a Return
Contacting Support:
To begin the return process, email our support team at [email protected] with your order number, a detailed description of the issue, and clear photographic evidence (if applicable).

Return Authorization:
After reviewing your request, we will issue a Return Authorization (RA) number along with detailed instructions on how to ship the item back to us.

Return Shipping:
For all valid returns, Synoet covers the return shipping costs. We recommend using a trackable shipping method, as we are not responsible for lost returns during transit.
Inspection, Approval & Processing
Upon Receipt:
Once we receive your returned item, our quality assurance team will inspect it to ensure that it meets our return conditions.

Approval Criteria:
Returns that do not meet our criteria (e.g., used or damaged beyond the defect claimed) may be rejected or processed for a partial refund at our discretion.

Communication:
We will notify you via email regarding the approval or rejection of your return within a reasonable timeframe after the item is received.
Refund Processing & Timeline
If your return is approved, refunds will be processed within 14 to 30 days from the date of return approval.

Refund Method:
All refunds are issued exclusively via PayPal and will be credited to the original payment method used during purchase.

Shipping Fees:
Please note that original shipping fees are non-refundable, except in cases where the carrier is at fault for a damaged shipment.
Non-Refundable Items
Final Sale Products:
Customized, personalized items, or any products explicitly marked as “Final Sale” are not eligible for returns or refunds.

Ineligible Reasons:
Returns for reasons other than those listed (wrong item, defective product, sizing issue, or non-delivery) will not be accepted.
Customer Responsibilities
Proof of Issue:
Customers must provide clear photo proof and any additional supporting information when claiming a defective or damaged product.

Timely Notification:
Please contact us promptly if you notice any issues with your order. Delays in notifying us may affect your eligibility for a refund or return.

Proper Packaging:
When returning an item, ensure it is securely packaged to prevent further damage during transit.
Handling Defective or Damaged Products
Verification:
For defective or damaged products, customers must send us detailed photos and a written explanation of the issue.

Assessment:
Upon receipt of the returned item, we will assess the damage. If the item is confirmed to be defective or damaged due to manufacturing issues or errors in shipping, a full refund will be processed.

Additional Actions:
In some cases, we may request that the item be returned to our warehouse for further inspection. If the item is recovered and confirmed defective, the refund will be issued as per our policy guidelines.
Payment Method for Refunds
Dispute Resolution & Chargebacks
Dispute Handling:
In the event of a dispute or chargeback initiated by a customer, Synoet reserves the right to review the case and provide supporting documentation.

Fraudulent Claims:
We take fraudulent claims seriously. If a chargeback or fraudulent return is detected, Synoet reserves the right to dispute the claim and may take further action as necessary.

Communication:
Our customer support team will work closely with you to resolve any disputes amicably and in accordance with our policy guidelines.
Policy Updates & Contact Information