Refund policy
RETURN & CANCELLATION POLICY – SIENNA SYDNEY
RETURNS
Important notice: Returns are not free. Customers are responsible for return shipping costs.
CAN I RETURN MY ORDER?
Yes, you may return your order within 30 days of receiving it, provided the following conditions are met:
- The item must be unused, in perfect condition, and in its original packaging with all parts and accessories included.
- The item must not show any signs of damage caused by misuse.
- Hygiene and personal items must be clean and in suitable condition for return.
- If the item is defective, the issue must be reported immediately upon receipt.
- Returns are processed within 7 business days after arrival at our warehouse.
- Returns will only be accepted if all conditions are met.
SIENNA SYDNEY reserves the right to refuse returns of used or damaged items.
HOW TO RETURN
- Ensure all the above conditions are met.
- Send an email to: info@sienna-sydney.com
Include the following details in your email:
- Order number
- Reason for return
- Photos (if the item is damaged)
- Full name
- Address
Once we receive your request, we will provide you with the correct return address.
⚠️ Please note that all returns must be sent to our designated returns warehouse in Asia.
Do not send your return to the sender's address or the shipping origin address. Returns sent to these addresses cannot be processed.
Customers are responsible for return shipping costs.
ORDER CANCELLATION
CONSUMER RIGHTS
If you made your purchase as a private individual (not a business), you have the right to cancel your order within 14 days of receiving it.
Our system is fully automated, which means orders are processed and shipped immediately after being placed. Therefore, an order cannot be cancelled if it has already been dispatched.
If your order has already been shipped, you must receive it first and then follow our return procedure.
HOW TO CANCEL
If your order has not yet been shipped, you may request a cancellation by emailing:
Cancellation is considered complete once the returned item has been received.
Customers are responsible for return shipping costs.
REFUNDS
Once we receive your returned item, we will issue a refund of the purchase amount (excluding shipping costs and any applicable fees) within 14 days, using the same payment method used for the original purchase.
No additional fees will be charged for the refund.
SHIPPING INFORMATION
Our products are shipped from our central warehouse in Asia, which may result in slightly longer delivery times.
Please note that all returns are processed through our designated returns warehouse in Asia. The shipping origin, local fulfilment location, or local delivery partner (including Australia Post or any other carrier) does not constitute our returns address.
The correct return address will only be provided by our customer support after a return request has been submitted and approved.
If the item has already been shipped, the order cannot be cancelled. However, you may return the item after receiving it.
To speed up the process, we recommend having your shipping confirmation and tracking number ready.
CONTACT
SIENNA SYDNEY – Customer Support