Return & Exchange

At Subler, customer satisfaction is a cornerstone of our business. We aim to ensure you are completely satisfied with your purchase. However, if you are not fully content, we are pleased to offer the following solutions.

Important Notes

• Customized products cannot be returned or exchanged.
• Items that have been opened, used, or are missing their original packaging are not eligible for return. However, if you receive a damaged, defective, or incorrect item, we will provide a full refund or free replacement after verifying the issue.
• Order modifications or cancellations are only accepted if you contact us within 48 hours of payment.
• Please retain the shipping label and original packaging in case of return or refund requests. Send a photo of the shipping label to our support team for processing.
• We reserve the right to adjust our policies without prior notice.

A) Returns

We accept unopened and unused returns within 30 days of receiving your package. A return form is included in your parcel, and we do not charge any restocking fee.

Steps to Initiate a Return:

1. Contact Us: Email us at service@sublimatetumbler.com with the reason for the return. We appreciate your feedback to improve our service.
2. Approval: Our support team will evaluate your request and provide return instructions.
3. Return the Item: Send the product back within 30 days of receiving our return instructions. Returns sent without prior approval or beyond the 30-day window will not be accepted.

Important Notes:

• Returning packages without prior approval may cause delays or rejection.
• Parcels marked as "Freight to Collect" will not be accepted.
• If the original package includes free gifts or accessories, these must also be returned. Missing items will result in a deduction from the total refund amount.

B) Return Shipping Charges

Refunds are processed after the item is inspected at our warehouse. Responsibility for shipping charges depends on the reason for the return.

• If Subler is at fault (e.g., defective product, wrong item):

  • A full refund, including original shipping charges, will be issued.
  • Return shipping costs will be covered by Subler within reasonable limits. Please confirm with us before returning the item.

• If the buyer is at fault (e.g., incorrect order, change of mind):

  • A partial refund will be issued, excluding original shipping charges.
  • Buyers are responsible for return and reshipping costs for exchanges.

C) Refunds

Refunds are issued to the original payment method or PayPal. You will receive email confirmation once the refund is processed.

Important Notes:

• Transfer charges or bank fees are not included in refunds and must be borne by the buyer.
• Refunds are processed within 3–5 business days after the item is received and inspected.

D) Exchanges

We are happy to offer exchanges for a different size, subject to stock availability and adherence to our return policy.

Steps for Exchanges:

1. Request an exchange via email, specifying the required size.
2. Once the original item is received and inspected, the exchange order will be processed and shipped.

Important Notes:

• Exchanges are limited to one size adjustment per item.
• Buyers are responsible for all shipping fees associated with exchanges.

E) Non-Returnable Items

The following items are not eligible for returns or exchanges:

• Items purchased from unauthorized sellers or private individuals.
• Items marked as “Flash Sale” or “As Is” on the product page.
• Customized or special request items.

Contact Us

For any questions or concerns, please feel free to contact us:

• After-sales Support: service@sublimatetumbler.com
• Sales Inquiries: sublertop@sublimatetumbler.com, sublersale@sublimatetumbler.com, subler2025@sublimatetumbler.com
• Customer Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT+8)

Thank you for choosing Subler!