At SweaTea, we make every effort to provide our customers with the best possible walking experience. However, if the insole does not fully meet your expectations, we offer a return policy to ensure your satisfaction. We understand that finding the perfect insole may take some time. Therefore, we encourage our customers to properly adjust the insole and continue using it, even if it doesn’t deliver the desired results right away. Properly fitting the cushion to your sleeping position and preferences can make a significant difference in comfort and support.
Important: Please carefully review our return policy. No exceptions will be made, as you agreed to the terms at the time of purchase.
Unapproved returns:
Returns sent to us without prior request and approval will not be accepted, and you will lose your right to a refund.
Timeframe:
Products may be returned within 30 days of receipt. If the 30-day period is exceeded, we will unfortunately not be able to offer a refund or exchange.
Condition:
Products must be in the same condition in which they were received—unused (except for trial products) and in the original packaging. For hygiene-sensitive products, they must be thoroughly cleaned before initiating the return process.
Exclusions:
Returns are not possible for products in unacceptable condition.
Initiating a return:
If you want to return a product, email: info@shop-sweatea.com. Include your order number, reason for return, a photo if the item is damaged, and your contact information. We have only one return address in China, so returns to any other address will not be accepted and will not qualify for a refund. Returns sent without prior notice will be considered invalid.
Returns at your own risk:
Please note that returns are at your own risk. The company is not responsible for parcels lost or held by customs during the return process.
Tracking required:
Returns must include a Track & Trace code, which must be provided to us. This allows us to confirm when the return reaches our warehouse, at which point we will promptly issue a refund. Without a Track & Trace code, we cannot track the package, and your right to a refund is voided, as we cannot confirm receipt of the order.
Procedure:
Once your return is received and inspected, we will email you to notify whether your return is approved or rejected. If approved, the refund will be processed and credited to your original payment method within 30 days.
Delayed or missing refunds:
If you haven’t received a refund after 30 days, check your bank account. If you still haven't received it, please contact us at info@shop-sweatea.com
Return shipping:
Customers are responsible for return shipping costs. Providing a tracking number is recommended, as we are not liable for lost returns. The product must be returned to China. Return shipping costs start at €20 and are paid by the customer.
Defective products:
If you receive a defective product, we will always send you a new one free of charge.
Order cancellation:
Orders cannot be canceled after they have been placed due to our automated system.
If you have any questions or need more information about our return policy, please contact us at info@shop-sweatea.com
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