Returns and Exchanges
How do I receive customer support?
We look forward to helping you with your inquiry. We respond to email messages in the order that they are received, and will respond to your email as quickly as possible. Contact us now
What is your returns and refund policy?
REFUND
More than anything we want you to be happy with your purchase! If something doesn’t look or feel right, please email us at contact@semboblocks.com and we’ll make it right!
Please be reminded that our policy lasts 30 days for replacement/refund requests only. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a replacement or refund.
Also please be informed that placing an order means that you accept all the terms mentioned below:
At this time we do not offer Returns in any case, we just offer a replacement. If your item is defective, you don’t need to return the original item and we will resend you a replacement for free.
We do not exchange or issue a full refund unless an item you received has a major problem. This is when the item is:
- Significantly different from the description or the preview shown to you;
- Damaged due to the fault of our factory or the carrier;
- Not what you ordered;
Please be noted that with other cases (not mentioned above) we only offer a partial refund (excluding the shipping fee)
NOTE:
- We DO NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
- We typically DO NOT accept refunds or replacements due to customer’s mistakes such as:
- Incorrect selection of model, designs, colors, etc.
- Failing to preview the option carefully to see if it’s well set. So please review your order carefully before you check out to ensure your order is correct.
Please allow the 10% difference between advertised images and the actual item you received as sometimes advertised images may be slightly different from the actual item in terms of color due to the lighting during photo shooting or the monitor’s display
To file a claim, please send us an email to contact@semboblocks.com and include the following information (this is a must):
- Order number
- Video/ photo of the defective product
- Full delivery address
- Contact telephone number
Our support team will review the photos/videos you send of the defective item and, if your item is eligible, we will resend the product to you for no additional cost to you. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).
RETURN POLICY
We do not exchange or refund items unless an item you received has a major problem. This is when the item is:
- Significantly different from the description or sample was shown to you;
- Not what you ordered;
If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at the customer’s disposal.
Please contact our Customer Support team to start the complaint process. Please include the following information:
- Order number
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you choose to return your order without our Customer Support team and it does not meet all of our requirements, a refund will not be issued and you will be notified via email with any and all options available to you on how to proceed.
- We do NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
- We will be responsible for paying for your shipping costs for returning your item(s).
Any product shipped back to Sembo Block as a policy dispute or order refusal will be subject to a Force Return. Customers will not refunded for the order.
NOTE: Please keep in mind that purchasing means accepting all the terms mentioned above.
I received a wrong / defective item
If the product you received is wrong or defective, please contact us as soon as possible and kindly provide us with your full name, order number and a brief explanation of the issue. Contact us now
I am missing an item from my order
We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
If an item is missing, please contact us with your order number, the missing item’s product title and photos of the package showing the shipping label.
What is the time frame to report a problem with my order?
You must report any problem related to your order before 60 days after your order has been shipped. If a claim is not submitted within the pre-required time, unfortunately, there’s nothing we can do to help you.
What do I do if I entered an incorrect shipping address?
Please contact us as soon as possible and we will help you to make sure you will receive your order at the correct address. Kindly provide us with your full name and order number. Contact us now
Can I change or cancel an order after I’ve submitted it?
If your order hasn’t been processed yet, we will help you to change the items you wish to replace.
Cancellation of an order is possible as long as the order hasn’t been shipped yet. A cancellation fee of 10% is charged to a customer who wants to cancel their order. Cancellation of an order is not possible for orders that have already been shipped.
In the scenario where a confirmation email for an order is sent out and there is no response from the customer within 7 days, we will only refund 90% of the order value due to suspicion of customer risk.
Why does my item look different from the picture?
Please bear in mind that product images are for illustrative purposes only and may differ from the actual product. Due to differences in monitors, colors of products may also appear different to those shown on the site. Most of the product images shown are not REAL product photos, but templates and mockups to showcase our designs. Please handle your expectations.
