Refund policy

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SinuZone

Refund & Resolution Policy

Applicable to all orders shipped to the US, UK, and the Netherlands · Last updated May 2025

How our process works

SinuZone works with international fulfillment partners. Because of this, we do not accept physical returns. Instead, all issues are resolved through refunds or order replacements, based on verified evidence. This process is faster and more convenient for you — no need to ship anything back.

Every claim must be submitted within the applicable timeframe and include the required documentation. Claims that do not meet the criteria below will not be eligible for a refund or replacement.

What qualifies for a refund or replacement

We will issue a full refund or send a replacement only in the following specific cases:

Damaged item

Product arrives broken or defective. Must be reported within 30 days of delivery with photo or video proof showing the defect clearly.

Wrong item

You received a different product than ordered. Photo evidence required: item received, original packaging, and shipping label.

Missing item

Item was not included in your order. Photo of packaging contents required within 30 days of delivery.

Significantly delayed

Order not delivered within the timeframes shown below. Tracking status must confirm delay.

Delay thresholds by destination:

45
days · US orders
60
days · all other countries
110
days · Brazil orders
Delay claims require tracking information confirming the shipment is still in transit, pending, or has expired past the threshold above.

What does not qualify

The following situations are explicitly excluded from refunds or replacements:

Change of mind

Buyer's remorse or dissatisfaction not related to a product defect or error on our part.

Packaging only

Damaged outer packaging where the product itself is intact and fully functional.

Unverified non-delivery

Tracking shows delivered but customer claims not received — without a non-delivery certificate from the carrier.

Orders over 90 days

Any order placed more than 90 days ago is automatically ineligible, regardless of the reason.

We do not accept refund requests on sale items, discounted products, or gift cards under any circumstances.

Required documentation

All claims must include clear evidence. Incomplete submissions will be declined. Accepted formats: JPG, PNG, MP4, MOV.

Photo or video clearly showing the defect, wrong item, or missing contents — must be taken immediately upon opening the package
Photo of the original packaging and shipping label
Tracking number and screenshot of current tracking status (for delay claims)
Order number or proof of purchase
Non-delivery certificate from your local post office (only if tracking shows delivered but item not received)

How to submit a claim

  1. 1
    Email us at sinupharmv2@gmail.com with subject line: Order Issue – [your order number]
  2. 2
    Attach all required documentation listed above. Incomplete claims will not be processed.
  3. 3
    We will review your claim and respond within 2–3 business days.
  4. 4
    If approved, your refund will be issued to your original payment method within 5–10 business days, or a replacement will be dispatched.
Do not initiate a chargeback before contacting us. We are committed to resolving every valid issue. Chargebacks filed without prior contact may result in your claim being disputed.
European Union — Legal notice

EU 14-day right of withdrawal

If your order is shipped to a European Union country (including the Netherlands), you have the legal right to cancel your order within 14 days of receiving it, for any reason and without justification.

Since we do not accept physical returns, EU customers exercising this right will receive a full refund without needing to return the product. To exercise this right, contact us at sinupharmv2@gmail.com within 14 days of delivery with your order number. The refund will be processed to your original payment method within 10 business days.

This right applies to standard orders only. It does not apply to personalized items, perishable goods, or products that have been clearly used or damaged by the customer.

Contact

For all refund, replacement, or order inquiries, contact us at sinupharmv2@gmail.com. We aim to respond within 2 business days.