Refund policy

Refund, Resend and Return Policy

Last updated: December 13, 2025

ALL DISPUTES SHALL BE OPENED ON SWEETHAMILTON. OTHERWISE, SWEETHAMILTON WILL BLOCK YOUR ACCOUNT PERMANENTLY.

SWEETHAMILTON’s supplier offers a quick dispute solution and will appreciate it a lot if you provide:

An email with the following is to be sent to HelpDesk.sweethamilton@gmail.com

a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload a video.

b. Order number, name, date and a summary of what the issue experiencing. (Do not send complaint through PayPal Dispute or other Gateway, other e-mail that is not SWEETHAMILTON’s Help Desk email, etc.)

c. If/when our dispute team asks to return item during a dispute, a return address/es will be given to the item/s is to be given.

 Except for the important interpretation, SWEETHAMILTON’s supplier will make a refund, resend, or accept the return for any of the following cases: 

1. Orders Delayed

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from warehouse. Following countries and shipping methods may be different:

a. For orders shipped to the USA, it will be counted 45 days after orders departed from warehouse. 

b. For Brazil, it is after 110 days counting from the date that order departed from warehouse due to the strict customs clearance at Brazil. 

c. For packages with Liquid Line to all counties, SWEETHAMILTON’s supplier will deal with your dispute for delayed orders after 100 days counting from the date that order departed from warehouse. 

d. For some special shipping methods, SWEETHAMILTON’s supplier cannot deal with your disputes. (See the following important interpretation)

Notes:

Sometimes, the order had arrived at the nearest post office to you, the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for customers to contact local post office or go to the post office for delivery.

Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.

 Sometimes, local tracking numbers may show a sign for delivery, but in the end customer claims that the package has not been received. In such cases, SWEETHAMILTON’s supplier will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result. 

2. Orders not Received. 

SWEETHAMILTON’s supplier will not deal with the refund or resend if the tracking information shows the order is delivered.

a. If customers do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

 b. Tracking information alert. The tracking information shows “Alert”, the reasons are listed as below:

a) Incorrect/insufficient address.

b) No such number.

c) Unknown recipient.

d) Refused.

e) Do not pick up in time.

f) No safe delivery location.

g) Uncleared customs.

h) Others.

Notes:

a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, you need to pick up the package by yourselves. Otherwise, the product will be returned to the sender, supplier’s logistics company. During the return, SWEETHAMILTON supplier takes no responsibility if products have been lost. 

b. If the logistics company provides return service to country of Supplier, Supplier will put the products in Sweet Hamilton private inventory and will not refund them when we receive the returned items. (An additional cost to resend item/s will be charge if customer ask for items to be resent)

c. Suppliers cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.

3. Products Damaged.

 SWEETHAMILTON Supplier offers a full refund or a replacement if packages arrived are badly damaged.

SWEETHAMILTON Supplier offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.). 

Notes:

a. For fragile products, a refund is highly recommended.

b. For damaged packing boxes, SWEETHAMILTON Supplier cannot offer any refunds or other after-sale services due to the long-distant international delivery.

c. For ordinary, electronic products, you shall complain or open a dispute within 30 days after packages are delivered.

d. For service products, SWEETHAMILTON’s Supplier refunds you the cost of the product which is the price in China market. If  supplier have main quality inspection service. Otherwise, supplier will not take any responsibility for them. (See the following important interpretation > Service products)

 4. Incorrect or Missing Products. 

SWEETHAMILTON supplier has a strict quality control process before products are dispatched. SWEETHAMILTON supplier will deal with incorrect or missing products as follows:

a. For incorrect products, supplier offers a full refund or replacement.

 b. For products with wrong color, size which doesn't affect product function, etc., SWEETHAMILTON supplier offers a refund or resend if you  email  complaint to sweethamiltondispute.com.

c. For parts missing which doesn’t affect product function, SWEETHAMILTON supplier may refund partially or resend the missing part; for parts missing which affect product function, supplier will resend the product only. 

d. For accessories, SWEETHAMILTON supplier will resend the accessories. 

Notes:

For size problem, SWEETHAMILTON supplier will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly. 

5. Orders Cancellation. 

For orders cancellation, SWEETHAMILTON supplier offers a full refund before products are processed by warehouses.

a. After payment, POD orders cannot be canceled as it is customized.

 b. After payment, preorder inventory orders cannot be canceled as it is special products and only available for you. 

c. After payment, video and photo orders cannot be canceled as supplier has planned and prepared for you after payment.

Important Interpretation 

1. Deadline of Opening Dispute. 

You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable. 

2. Force Majeure. 

SWEETHAMILTON supplier takes no responsibility for any product damaged, or shipping delay caused by the act of God, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, SWEETHAMILTON will notify you by, Email, Line, WhatsApp etc.

 3. Shipping Method Limits.

 Some shipping methods are not trackable when orders arrived at all Countries, States, or Cities. suppliers lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to all countries, including:

PostNL、Electric PostNL Packet Eub、Packet Postal Route、Packet Postal、Packet Railway Economy.

 Notes:

When choosing certain shipping methods, the remote addresses will be charged additional cost. 

4. Destination Limits.

 Due to limited international transportation, Supplier will not accept any disputes when your orders are shipped to the following countries:

Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia, Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan  Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.

 5. Return. 

Products can be returned to Supplier’s warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way. 

a. If you were instructed to return goods an email with steps to take to return goods to Supplier will be provided.

6. Service Products. 

Service products apply to the following interpretation.

a. Any disputes arising from products damaged or shipping delayed, Supplier may not refund the product cost. 

b. Any disputes arising from bad quality, Supplier may not accept as the supplier is not the manufacturer.

 c. For service products without Supplier’s quality checking inspection, Supplier may not accept the disputes.

 7. Unacceptable Disputes. 

Supplier shall not accept any unreasonable disputes, including but not limited to:

a. The buyer does not like it. 

b. The product description is not real. 

c. Products smell unusual. 

d. The buyer ordered the wrong items or SKU. 

e. The shipping address was provided incorrectly. 

f. Product difference was negotiated in advance. 

g. Tracking information deleted by logistics companies or local post offices. 

h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries. 

SWEETHAMILTON along with Supplier always try to offer the best service. If you have any other questions, please feel free to contact us at sweethamiltoninfo.com