Solios-Luna Solar Robot (12-IN-1)

We hope you love every purchase from Sillbird, but we understand that sometimes things don’t work out. Below is our detailed policy to ensure a smooth return and refund process.

1. Order Cancellation (Before Shipment)

When it applies:
You’ve placed an order but changed your mind before it’s shipped.

How to request:
Please email us at service@sillbird.com with your order number and request to cancel.

What happens next:
We will review your request within 1 business day.
If the order hasn’t shipped, we’ll cancel it and issue a full refund to your original payment method.

Important notes:
Once an order has shipped, it cannot be canceled directly. Please refer to the "Return Process" below.
Refund processing time depends on your bank or payment provider, usually within 7 business days.

2. 7-Day No-Reason Return (After Shipment, No Quality Issues)

When it applies:
You received the item, but it’s not quite what you expected.

Timeframe:
Submit your return request within 7 days of delivery.

Conditions:

• The item must be unused, unopened, and include all original tags and packaging.

• Include your order number and a photo of the item or a tracking screenshot.

How to request:
Email service@sillbird.com with the subject line "7-Day Return Request" and attach the required documents.

What happens next:

• We’ll review your request within 2 business days and send you return authorization and the return address.

• Please ship the item back within 5 business days ( return shipping is at your own expense. ）

• Once we confirm the item is in good condition, we’ll refund your payment minus the original shipping fee.

• Refunds are issued within 7 business days of inspection. Processing time may vary by your payment provider.

3. Quality Issues

We stand behind the quality of our products. If you experience a defect, we offer two solutions based on timing:

A. Quality Issues Within 30 Days – Full Refund

When it applies:
You discover a quality-related issue (not caused by misuse) within 30 days of delivery and don’t want a replacement.

Requirements:

• The product is non-functional due to a manufacturing issue.

• Please kindly include your order number along with photo or video evidence of the issue to help us better assist you.

How to request:
Email service@sillbird.com with the subject line "30-Day Quality Refund" and include the evidence.

What happens next:
We’ll respond within 2 business days.
If approved, we’ll issue a full refund including original shipping cost within 10 business days — no need to return the product.

B. Quality Issues Within 1 Year – Free Replacement

When it applies:
You encounter a manufacturing defect within 1 year of purchase and prefer a free replacement.

Requirements:

• Provide your order number and a clear video or multiple photos showing the issue.

• No signs of misuse, accidental damage, or wear and tear.

How to request:
Email service@sillbird.com with the subject line "1-Year Warranty Replacement" and attach the evidence.

What happens next:

• We’ll review your request within 3 business days.

• If approved, we’ll send a confirmation and ship a new product at no cost, including shipping.

• We’ll share tracking details once the replacement is sent.

• You can dispose of the original product locally — no need to return it.

4. Additional Notes

• Returns, exchanges, and warranty services apply only to purchases made via sillbird.com. For third-party platforms, please refer to their respective policies.

• During peak seasons or unforeseen events, processing times may be extended. We’ll keep you informed if any delays occur.

• This policy is subject to change without prior notice. Final interpretation rights belong to Sillbird.