Return & Refund Policy

Return & Refund Policy

At Sand + Fog, we want you to shop with confidence. If your purchase doesn’t meet your expectations, here is how our returns, exchanges, and refunds process works.

Return Eligibility and Timeframe

You may return eligible products within 30 days of the delivery date. All return requests must be initiated within this period, taking into account any additional rights granted by consumer protection laws.

Products Eligible for Return

To qualify for a standard return at Sand + Fog, your product must:

  • Be unused and remain in its original condition
  • Include original packaging, accessories, and components where applicable
  • Show no damage from improper use or handling
  • Be accompanied by valid order information

Note that some products may carry special return conditions due to their nature or legal requirements. Custom or hygiene-sensitive items may not be eligible for return unless required by law.

How to Initiate a Return

  1. Verify that your product complies with Sand + Fog’s return criteria.
  2. Gather your order number and product details.
  3. Clearly explain your reason for requesting the return.
  4. Contact Sand + Fog’s customer support at 4805880@makoli.sbs to receive return authorization and instructions.
  5. Await confirmation before shipping anything back to us.
  6. Send the item back according to the instructions provided.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, incomplete, or not as ordered, contact us promptly using the support email above. We may ask for photos or order details to assess the issue.

Depending on the findings, Sand + Fog will work toward an appropriate solution such as a replacement, refund, or another remedy as required by law.

Return Inspection and Refund Approval

Returned items will be inspected upon receipt to confirm condition and eligibility. If approved, your refund or exchange will proceed. Should additional information be needed, we will contact you.

Refund Details

Refunds are generally processed to your original payment method. The timing of the refund appearing in your account depends on your financial institution and payment provider.

Once approved, refunds are typically submitted within 5-10 business days. Additional time may be necessary before the refund appears on your statement.

Return Shipping Costs

If you are returning items for reasons other than receiving a damaged or incorrect product, you may be responsible for the return shipping fees where permitted by law.

For returns due to our error (damaged, defective, or incorrect products), Sand + Fog will review your case and arrange a suitable solution, including covering return shipping if applicable.

Exchanges

If you prefer an exchange rather than a refund, request this when initiating your return. We will fulfill exchanges based on product availability. If the replacement is unavailable, we will discuss alternative solutions with you.

Order Cancellation

To cancel an order, please contact us as soon as possible—within 24 hours of placing the order. Once your order has entered shipment or fulfillment, cancellation may no longer be possible, and our return policy will then apply.