Return / Exchange Process
To initiate a return or exchange, please contact us at support.us@sublue.com and provide your order number, the reason for the return, photos of the product, and details of the item you wish to return. We will guide you through the return process step by step. All returns are subject to evaluation by Sublue.
Please Note:
For safety and sanitation reasons, Sublue temporarily does not offer free returns or exchanges for non-product quality issues. Shipping fees for non-quality-related returns are the customer's responsibility, and a 30% restocking fee will be applied to any opened product (this fee will be deducted from your refund).
Once your return or refund is approved, the refund will be issued to your original payment method within 10–15 business days.
We Do Not Accept Returns Under the Following Conditions:
- Products not purchased from shopsublue.com.
- Products returned without original packaging and accessories, including the retail box, manuals, cables, and all other items originally included.
- Products with physical damage.
- Products with appearance stained by normal use.
- Products outside the warranty period.
- Orders beyond the 90-day return window.
Important:
We offer free returns and exchanges for products with quality issues. However, if the returned product does not meet our return policy, the customer will be responsible for return shipping costs. Free returns are not available in some regions, and a shipping label must be provided by Sublue. If the product is damaged due to improper use, it is not covered by the warranty.
Return Process:
- Contact Us: Provide your name, order number, the item you wish to return or exchange, photos of the product, and the reason for the return. We will send you a printable shipping label and instructions, including the return address and order details.
- Print the Label: Pack the product securely in the original box and attach the return label to the outside of the package.
- Send the Package: Take the package to your nearest post office. For urgent returns, please provide us with a tracking number. Important: Due to the high value of our products, please drop the package at the post office, not in a post box. Sublue is not responsible for lost packages dropped in post boxes.
- Notification: We will process your return within 1–3 business days after receiving the package. Please notify us once the package is delivered by contacting support.us@sublue.com.
- Refund: Once the return is approved, we will issue a refund to your original payment method. Please allow 10–15 business days for the refund to appear in your account.
Please Note:
Only items purchased on shopsublue.com are eligible for returns. If you purchased from Amazon, Target, or another authorized retailer, please contact them directly for returns or exchanges.
Defective Products:
All Sublue products are carefully inspected before shipping. However, in rare cases, products may be damaged during transit. If you receive a damaged product, please take photos as evidence and contact our customer service team at support.us@sublue.com. We will arrange a replacement shipment and ask you to return the damaged product to help us prevent future issues.
Order Cancellation:
To cancel your order, contact our customer service team at support@shopsublue.com.
- Free cancellation is available within 24 hours of placing your order.
- After 24 hours, a 5% order cancellation fee will be charged.
- Once the order has shipped, it cannot be canceled and will need to go through the return process.
- For shipped products with original packaging, we will provide a return address, and the customer will be responsible for return shipping costs.
Please refer to the Return Policy above for more details.
Price Match Policy:
We offer price adjustments based on the following conditions:
- Price adjustments can be made within 7 days of your purchase.
- The price difference will be refunded to your original payment method within 7–10 business days.
- Clearance and final sale items are not eligible for price adjustments.
Refunds:
Once the returned product is inspected and approved, the order amount will be refunded to your original payment method within 10–15 business days.
If your refund is delayed, please follow these steps:
- Check your bank account.
- Contact your bank, as it may take a few days for the refund to be officially posted.
- If you still have not received the refund after trying these steps, please contact us.