Refund policy
Refund policy
We have a 14-day return policy for unopened items, which means you have 14 days after receiving your item to request a return. This policy applies to orders placed on siennal.com. Siennal products bought on Amazon, TikTok Shop or from any other retailer must be returned through that retailer.
To be eligible for a return, your item must be unused, unopened and in its original sealed packaging. You'll also need the receipt or proof of purchase. Some items, like our pillows, are compressed and sealed at the factory, and once opened, they can't be returned to that condition. For this reason, opened items can't be returned, except as described under Damages and issues.
To start a return, you can contact us at hello@siennal.com. Please note that returns will need to be sent to the following address: 18801 N Dale Mabry Highway #1072, Lutz, FL 33548.
If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Return shipping is your responsibility, and the cost of the label will be deducted from your refund. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at hello@siennal.com.
Damages and issues
Please inspect your order upon reception and contact us within 48 hours of delivery if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
To make a claim, you must show us how the item is wrong, damaged or defective. Please include clear photos or video of the issue, the full item, and the packaging with its shipping label. If you believe you received the wrong item, show how it differs from your order or the product page. Claims without supporting evidence can't be approved. We may ask you to send the item back for inspection, at our cost, before resolving the claim.
If your claim is approved, we'll send a replacement or a refund. We'll also refund your original shipping charge, up to $10 or the amount you paid for shipping, whichever is less. Claims can only be made for the item we shipped to you.
Personal preference (such as comfort, firmness, scent or feel), difficulty adjusting to a product, and differences in color or shade are not defects.
Special requests
If you ask for a specific or discontinued design, we'll confirm in writing the specifications of the item we can send. We can't promise that an item will match one bought at a different time or from a different seller. Special-request orders follow this same policy.
Exceptions / non-returnable items
Opened or used items can't be returned, except as described under Damages and issues. This includes personal care and wellness products (such as essential oils), candles, and any item shipped in sealed or compressed packaging. Unfortunately, we also cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item before you buy.
Shipping charges
Original shipping charges, including expedited shipping, are non-refundable, except for approved claims under Damages and issues.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at hello@siennal.com.
If anything isn't right with your order, please contact us at hello@siennal.com before reaching out to your bank or card issuer. We can usually sort it out faster directly.