Refund policy

SandyCup Return and Cancellation Policy

We want you to be happy with your purchase. If for any reason you are not fully satisfied, you may return your order in accordance with the following policy:

Returns Policy and Cost: 

  • You have 14 days from the date your order arrives at your shipping address or pick-up point to request a return. Under Israeli Consumer Protection Law, the delivery date is considered the date the order reaches the address or pick-up point, even if it has not yet been collected.

  • To be eligible for a return, items must be:

    • Unused and in new condition

    • In their original packaging with tags attached

    • Accompanied by a receipt or proof of purchase

📌 Returns must be shipped to our Israeli warehouse. Return shipping costs are the responsibility of the customer.

👉 To start a return, you must contact us by email or WhatsApp only: info@SandyCuo.com.
Requests sent via Instagram, or any other channel will not be processed.

Once your return request is approved, we will arrange a pick up shipment and instructions.
❗ Items returned without prior approval will not be accepted.

Cancellation Fees and Shipping Costs

  • For cancellations not due to a defect or error on our part, a cancellation fee of 5% of the total order value (including shipping) or ₪35, whichever is higher, will be deducted.

  • Shipping fees are non-refundable, even if the item is returned.

Example:
If you purchased a product for ₪250 and added shipping for ₪25 (total ₪275):

  • Cancellation fee (5% of ₪250) = ₪12.5 -> =₪35 minimum

  • Shipping fee (₪25) is non-refundable

  • Shipping Back Cost (₪25) is added

  • Total refund = ₪190

Refunds

  • Once your return is received and inspected, we will notify you if your refund has been approved.

  • If approved, a refund will be issued to your original payment method within 14 business days.

  • Additional processing time may be required by your bank or payment provider.

  • If more than 15 business days have passed since approval and you have not received your refund, please contact us at info@SandyCup.com or by WhatsApp.

Exchanges

We do not process direct exchanges. If you would like a different product, please return your item and place a new order once your return is approved.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us immediately at info@SandyCup.com or at WhatsApps with your order details and photos. We will review and resolve the issue.

Order Cancellations

  • Orders may be canceled within 24 hours of purchase by contacting info@SandyCup.com.

  • We cannot accept cancellations after this period once processing begins.

  • If an order arrives at a pick-up point and is not collected in time, it will be returned to us. If you would like it reshipped, a handling fee of ₪60 will apply.

Cancellation by the Company

SandyCup reserves the right to cancel an order in the following cases:

  • Non-compliance with product terms (e.g., purchasing an add-on product that is only available with a main product).

  • Out of stock: If the item is unavailable, we will notify you and issue a full refund.

  • Payment issues: If there is a payment or verification problem.

  • Customer non-response: If the customer does not respond to required communications.

  • Quality concerns: If the product does not meet our quality or safety standards.

In the event of cancellation by the Company, you will be notified, and a full refund will be issued within 7 business days.

Color Disclaimer

We strive to display product colors as accurately as possible. However, variations may occur due to screen settings or lighting. Color differences do not constitute a reason for return.

Items Not Eligible for Return

  • Sale items

  • Gift cards

  • Items that have been used

  • Products returned without prior authorization

Extended Warranty – 30 Days

If you purchased the 30-night Extended Warranty, the return period will be extended to 30 days.
Please note: this extension does not cover dissatisfaction or preference changes. Returns under the extended warranty are only accepted for defective products in their original packaging, unused, and with proof of purchase.