Versand

1. Custom Declaration

  • Please check with your country’s customs office to determine whether there will be additional costs incurred on your orders. You are responsible for import duties, taxes, and brokerage fees according to your country’s laws, regulations, and restriction. However the Dwarfs can lend you personal support with declaration, case by case. 

2. Shipping & Delivery

  • Please be noted that addresses under PO Boxes, military and restricted areas, all naval ports and Jurong Island are not supported for shipping.
  • Shipping will take 5-10 days for DHL/Fedex ，depending on your location.
  • Shipping fee shown in the checkout stage is calculated based on standard estimation. A surcharge may be applied due to some reasons such as remote area surcharge, fuel surcharge, etc., according to the actual situation and regulations of the couriers. The surcharges will be informed via email before shipping. In this case, we support changing to an alternative shipping method (if available) for the optimal cost if you would like to.
  • Once your order is shipped out, you will receive a notification via email with a tracking number. At the same time, the order status in your account on sourlemontech website is changed to “On Delivery”.
  • For order tracking, please visit the courier website using the provided tracking number. In case the delivery status is not updated appropriately, please kindly contact the sourlemontech Support team for prompt support.
  • To report missing items/ packages, please contact customer support at luoteng@sourlemontech.com within 1 month from the shipping date to file a complaint and request an investigation. Please note that after this period, any requests related to this issue will not be processed.
  • For undeliverable packages, they will be returned to the sender. Customers are required to cover the shipping fees for the re-delivery of the parcel.

3. Return & Replacement Policy

  • All orders are final. We do not accept return and replacement unless the item is faulty.
  • In the unlikely event of a faulty item, please contact customer support at luoteng@sourlemontech.com with your order number and photos showing all the defects. In most cases, the faulty item will be replaced with a new one. If the item runs out of stock and replacement is not applicable, customer should receive a voucher at the same value as the item.
  • Please be noted that we might require product disposal proof in some certain cases for replacement.
  • We do not provide credit unless otherwise specified.

4. Warranty

  • Sourlemontech provides global warranty no matter where you bought Sourlemontech’s items. As long as it is a product from Sourlemontech, we are happy to provide warranty services within 6 months after the date of successful purchase receipt. After that point, we will consider warranty support case by case, and additional fees might incur accordingly.
  • Please contact customer support at luoteng@sourlemontech.com with product photos showing all the defects. We will respond accordingly.
  • Please note, if the product was delivered in perfect condition but later becomes damaged or defective during use, customers are responsible for covering the return and reshipment costs for the repair service under warranty.

5. Cancellation & Refund Policy

  • Cancellations for orders can only be accepted within the first 24 hours after the order has been placed. A refund will be issued accordingly. Please be noted that the customer is responsible for the transaction fee.
  • Refunds are applied to the original form of payment used when the order was placed.

     

    • Credit cards: Refunds typically appear on the statement within 2 to 3 business days, but occasionally this can take up to 15 business days. International refunds may take more time.
    • PayPal: Refunds typically appear on the statement immediately, but the time can vary depending on your financial institution.


  • Transaction dispute on payment gateway:

     

    • Any dispute made via payment gateway is resolved by the payment gateway. The decision of the payment gateway is final and binding.
    • Once the dispute is resolved, any chargeback or refund to the customer does not include transaction fee.

     

  • Pending shipments:

     

    • Orders which failed to ship out/deliver due to Force majeure case or customer subjective matters will be automatically cancelled after 3 months since the last notification. A voucher at the same value as the canceled order will be issued for the customer for future use.