Return and Exchange Policy
30-Day Return Policy
We want you to be completely satisfied with your purchase. If for any reason you are not happy, you can request a return within 30 days of receiving your item.
How to Start a Return
To begin the return process, please contact us at support.us@sublue.com with your order number, the reason for the return, and photos of the product. We’ll guide you through the process step by step. Please note that returns will be evaluated by our team before approval.
Return Shipping Costs
For safety and hygiene reasons, we are currently unable to offer free returns for non-quality related issues. Shipping fees for returns are the customer’s responsibility. A 30% restocking fee will apply to any opened products (this will be deducted from your refund). We appreciate your understanding and strive to make this process as smooth as possible.
Refund Processing
Once your return is approved, we will process your refund to the original payment method within 10-15 business days. Please note, depending on your bank or payment provider, it may take a few additional days for the funds to appear in your account.
Conditions for Return
We cannot accept returns under the following circumstances:
- Products not purchased from sublue.com (please contact the retailer where the item was purchased directly).
- Products that are not in their original condition, including missing packaging, manuals, cables, or accessories.
- Products that show signs of physical damage or have been used beyond normal wear.
- Items returned outside of the 30-day return window.
- Products outside of the warranty period.
Important
We are happy to offer free returns for products with quality issues. However, if the product does not meet our return criteria, you will be responsible for return shipping costs. Please also note that free returns are not available in all regions. In such cases, we will provide a return label to ensure you have a smooth return process. If the product has been damaged due to improper use, it is not covered by the warranty.
Exchange Process
To ensure you get exactly what you want, we recommend returning the item you have and placing a new order for the replacement. Once your return is processed, you will receive your refund, and you can complete your exchange as a separate purchase.
Return Process Steps
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Contact Us: Please email support.us@sublue.com with your name, order number, photos of the product, and the reason for the return. We will send you a printable return label and instructions.
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Prepare Your Return: Pack the product securely in its original packaging. Attach the return label to the outside of the package.
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Return the Package: Take the package to your nearest post office. For urgent returns, please provide us with a tracking number. For your security, please drop the package at the post office rather than a mailbox, as Sublue is not responsible for lost packages dropped in mailboxes.
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Notify Us: Once the package is delivered, please notify us by emailing support.us@sublue.com so we can begin processing your return.
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Refund: After the return is processed and approved, a refund will be issued to your original payment method. Please allow 10-15 business days for the refund to appear in your account.
Defective Products
We carefully inspect all products before they are shipped, but in the rare case that you receive a defective or damaged item, please contact us immediately at support.us@sublue.com. Include photos of the damage or defect, and we will assist you in getting a replacement shipped. You may need to return the damaged product to help us improve our services.
Order Cancellation
If you need to cancel your order, please reach out to us at support.us@sublue.com as soon as possible.
- Free cancellation is available within 24 hours of placing your order.
- After 24 hours, a 5% cancellation fee will be applied.
- Once the order has shipped, it cannot be canceled, and you will need to follow the return process for any changes.
If your order has shipped with original packaging, we will provide a return address, and you will be responsible for return shipping fees.
Price Match Policy
We offer price adjustments if the price of an item drops within 7 days of your purchase.
- Price adjustments can be made within 7 days of the order date.
- Any price difference will be refunded to your original payment method within 7-10 business days.
- Please note, clearance and final sale items are not eligible for price adjustments.
Refund Details
Once we receive and approve your return, the refund will be processed to your original payment method. Refunds typically take 10-15 business days to appear in your account. If you don’t see your refund after this time, please follow these steps:
- Check your bank account for updates.
- Contact your bank, as it may take a few days for the refund to be officially posted.
- If the refund still hasn’t been processed, please contact us directly.
Note:
Only products purchased on sublue.com are eligible for returns. If you bought your product through Amazon, Target, or another authorized retailer, please contact them directly for assistance with returns or exchanges.