Return Policy
At SIVAWNELL, we aim to provide customers with a clear, transparent, and straightforward return experience.
This Return & Refund Policy applies to eligible purchases made through sivawnell.com.
1. 30-Day Return Window
Customers may request a return within 30 days after the confirmed delivery date of an eligible order.
Before returning any product, please contact our customer support team at:
service@sivawnell.com
Our team will review your request, confirm return eligibility, and provide the appropriate return instructions and return address where applicable.
Please do not send products back before contacting us.
Returns sent without prior authorization or to an unauthorized address may experience delays or may not be processed.
2. Return Eligibility
Unless a product was received damaged, defective, incorrect, incomplete, or is otherwise eligible for a remedy under applicable consumer protection laws, returned products should generally be:
- Unused or in like-new condition
- Free from customer-caused damage
- Unaltered
- Returned with all original components
- Returned with included accessories
- Returned with product parts, decorative elements, or components originally provided with the product
- Returned with product inserts or instructions where included
- Returned with original protective packaging where reasonably possible
Proof of purchase, such as an order number or order confirmation, may be required.
Because many SIVAWNELL products may include delicate artistic structures, lighting components, transparent materials, moving elements, special finishes, or other decorative details, returned products should be packaged carefully to prevent damage during return transportation.
We may inspect returned products before approving a refund.
3. Opened or Used Products
Opening a product does not automatically make it ineligible for return.
However, where permitted by applicable law, preference-based returns of opened or used products may be subject to inspection.
Returned products should not show signs of:
- Excessive use
- Misuse
- Customer-caused scratches, breakage, deformation, or other damage
- Unauthorized repair
- Modification
- Missing components or accessories
- Damage caused by improper cleaning, storage, handling, or use
For lighting products, electronic decorative pieces, or products with moving artistic components, return eligibility may depend on whether the product has been installed, modified, or used beyond reasonable inspection.
Where a product has experienced a material loss in value due to customer handling beyond what was reasonably necessary to inspect or evaluate it, an appropriate deduction may apply where permitted by law.
4. Non-Returnable Items
Where permitted by applicable law, certain products may not be eligible for preference-based returns, including:
- Personalized or customized products
- Gift cards
- Products clearly marked as final sale
- Products that have been modified, repaired, or altered without authorization
- Products damaged through misuse, improper installation, or incorrect handling
- Products missing significant components due to customer handling
- Products that cannot be returned due to applicable legal restrictions
- Other products specifically identified as non-returnable before purchase
Any product-specific return exclusions will be stated on the applicable product page or communicated before return approval.
Nothing in this section limits consumer rights that cannot legally be excluded under applicable law.
5. Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your SIVAWNELL order promptly after delivery.
This is especially important for products that may include:
- Sculptural structures
- Lighting components
- Transparent or decorative materials
- Moving artistic elements
- Special finishes
- Other delicate design details
If your order arrives:
- Broken or damaged
- Scratched
- Defective
- Missing components
- Missing accessories
- Incomplete
- Different from the product ordered
Please contact us as soon as reasonably possible.
To help us review the issue, please provide:
- Your order number
- Product name
- Clear photographs of the product
- Photographs of the inner protective packaging
- Photographs of the outer shipping package
- A photograph of the shipping label where available
- A short video demonstrating the issue where relevant
For products involving lighting functions, moving components, or structural details, a short video may be especially helpful when reviewing issues such as:
- Lighting components not operating correctly
- Movement mechanisms not functioning as expected
- Loose or disconnected structural elements
- Damaged decorative components
- Installation-related concerns
After reviewing the information provided, we will determine the appropriate next steps based on the circumstances, applicable policies, and consumer protection requirements.
6. Basic Product Checks Before Return
For certain product-related concerns, our customer support team may first provide reasonable product checks or troubleshooting guidance.
Depending on the product type, these checks may include:
- Confirming that installation steps were followed correctly
- Checking whether components are properly connected
- Confirming power connections for applicable lighting products
- Reviewing product setup instructions
- Checking whether removable components are correctly positioned
- Reviewing product care and usage recommendations
For SIVAWNELL artistic pieces, lighting products, and decorative designs, we may request photographs or additional information to better understand the nature of the issue.
You are not required to continue using any product that appears damaged, unsafe, or unsuitable for continued use.
7. Return Shipping Costs
For preference-based returns, including:
- Change of mind
- Incorrect size, color, style, or product selection by the customer
- No longer wanting the product
- Product not matching personal preferences
- Other reasons not caused by an error on our part
Customers are generally responsible for return shipping costs where permitted by applicable law.
If SIVAWNELL confirms that a product was:
- Damaged during delivery
- Defective
- Incorrectly supplied
- Incomplete
- Otherwise eligible for seller-paid return costs under applicable law
We will provide the appropriate return instructions or resolution options.
Please do not independently purchase expensive return shipping services before receiving instructions from our customer support team.
8. Original Shipping Charges
Original shipping charges are generally non-refundable for preference-based returns unless:
- The return results from an error on our part
- The product was defective or damaged
- The incorrect product was supplied
- Applicable law requires reimbursement
- Otherwise expressly stated by SIVAWNELL
9. Return Address
Return addresses may vary depending on:
- Product type
- Fulfillment location
- Customer destination
- Warehouse arrangements
- Logistics requirements
- Nature of the return request
For this reason, please do not return products to our registered corporate address unless specifically instructed by our customer support team.
The correct return address will be provided after your return request has been reviewed and approved.
10. Return Packaging
SIVAWNELL products may include delicate artistic structures, lighting components, transparent materials, moving elements, special finishes, or other decorative details.
Customers should package returned products carefully to reduce the risk of damage during return transportation.
Where reasonably possible, please include:
- The main product
- Original components
- Included accessories
- Installation parts where applicable
- Product instructions or inserts
- Original protective materials
- Original product packaging
- Other items originally included with the order
Artistic pieces, lighting products, and decorative objects should be securely protected against movement, impact, bending, or damage inside the return package.
Customers are responsible for ensuring preference-based returns are adequately packaged for shipping.
11. Missing Accessories or Components
Where permitted by applicable law, a refund may be reduced if returned products are missing components originally supplied with the order.
Examples may include:
- Lighting accessories
- Power components
- Installation hardware
- Mounting accessories
- Decorative elements
- Detachable product parts
- Product inserts
- Protective packaging
- Other components supplied with the product
Any deduction will be assessed based on the individual circumstances of the return and applicable law.
12. Return Inspection
Once a returned product is received, we may inspect it to confirm:
- Product identity
- Return eligibility
- Product condition
- Reason for return
- Included accessories
- Included components
- Condition of structural elements, lighting parts, decorative details, or other product features
Approval of a return request does not necessarily mean that a refund has been approved before the returned product has been received and inspected.
13. Refunds
If a return is approved after inspection, the refund will generally be issued to the original payment method used for the purchase.
Once SIVAWNELL issues a refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
Processing times vary and are controlled by the relevant financial institution or payment provider.
14. Refund Deductions
Where permitted by applicable law, an appropriate deduction may be made for material loss in value resulting from:
- Missing accessories
- Missing components
- Excessive use
- Customer-caused scratches, damage, breakage, or deformation
- Unauthorized modification
- Unauthorized repair
- Improper cleaning
- Improper installation
- Improper handling
- Damage caused after delivery
Any deduction will be assessed based on the individual circumstances of the return and applicable legal requirements.
15. Exchanges
Exchange availability depends on current product availability and inventory.
Because SIVAWNELL products may be offered in different:
- Designs
- Sizes
- Colors
- Finishes
- Shapes
- Styles
- Product variations
The preferred replacement product may not always be available.
Where direct exchanges are unavailable, the most efficient option may be:
- Request a return for the eligible original product.
- Complete the approved return process.
- Place a new order for the preferred product.
Please contact customer support before returning a product for exchange.
16. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it.
Email: service@sivawnell.com
We will make reasonable efforts to assist before fulfillment begins.
However, cancellation cannot be guaranteed once the order has entered:
- Processing
- Product preparation
- Picking or packing
- Protective packaging
- Fulfillment
- Shipping preparation
- Dispatch
If the order has already shipped, you may need to follow the applicable return procedure after delivery.
17. Refunds for Canceled Orders
If we successfully cancel an order after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the applicable payment provider.
Your financial institution or payment provider may require additional processing time before the refund appears.
18. Refused or Unclaimed Deliveries
Refusing delivery, declining to accept a package, or failing to collect a delivery does not automatically qualify an order for a full refund.
If a package is refused, unclaimed, or returned to the sender, please contact us so that we can review:
- Shipment status
- Carrier charges
- Product condition
- Return eligibility
- Relevant circumstances surrounding the delivery
Where permitted by applicable law, reasonable shipping or return costs may be deducted from a preference-based refund if such costs resulted from refusal, failure to accept, or failure to collect an otherwise valid delivery.
19. International Returns
International returns may involve additional:
- Shipping costs
- Customs procedures
- Carrier requirements
- Documentation
- Transit time
Products containing delicate artistic structures, lighting components, or special design elements may require additional protective packaging during international return transportation.
Please contact us before sending any international return.
SIVAWNELL is not responsible for unnecessary customs charges or shipping expenses incurred because a return was sent without following the provided instructions, except where responsibility cannot legally be excluded.
20. Consumer Rights
This Return & Refund Policy supplements and does not replace consumer rights provided under applicable laws.
Depending on your country, state, province, or region, you may have additional statutory rights relating to:
- Defective products
- Product conformity
- Damaged products
- Repairs
- Replacement products
- Returns
- Refunds
- Cancellation or withdrawal rights
Nothing in this policy is intended to waive, restrict, or exclude rights that cannot legally be limited.
Where mandatory consumer protection laws provide greater rights than this policy, those legal rights will continue to apply.
21. Contact Us
If you have questions regarding a return, refund, exchange, damaged product, defective product, or order cancellation, please contact our customer support team:
Brand:
SIVAWNELL
Website:
sivawnell.com
Legal Entity:
Wuhan Xiukunfang Network Technology Co., Ltd.
Registered Address:
Tianhe Road 61-1,
Xin Jian Community, Tianhe Street,
Huangpi District, Wuhan City,
Hubei Province, China
Unified Social Credit Code:
91420116MAEEFM R929
Customer Support Email:
service@sivawnell.com
Customer Support Phone:
+86 19145794576
For order-related inquiries, please include your order number and the email address used during checkout so that we can assist you more efficiently.
For damaged, defective, or incomplete product inquiries, please include clear photographs of the product and packaging where applicable.
Please do not send complete credit card information, CVV/security codes, or account passwords through email or customer support messages.
sivawnell.com is owned and operated by Wuhan Xiukunfang Network Technology Co., Ltd. The company is responsible for the operation of the online store, customer service, order coordination, and related ecommerce activities.
SIVAWNELL - Where Art, Light, and Movement Become Part of Your Living Space.