Goods Return & Exchange Policy

Your interest is protected by our “3-days guaranteed return policy”. If you received damaged, defective, or incorrect product(s), please contact us via telephone 852-23122980 or email enquiry@3-dw.com within 3 days after receipt (based on the delivery record) for returning information. Kindly visit the sections below for more details.

Non-returnable items

We're sorry, but we DO NOT ACCEPT returns of certain products, including:

Any product that is returned more than 3 days after receipt.

Any product that has been opened or used (taken out of its plastic wrap or box).

Any product that is not in its original condition, or is missing parts.

Any sandalwood bracelet or necklace.

Any discount, clearance or sales product that www.3dwmall.com has already stated non-returnable.

Any free gift product and samples.

Any product that is purchased at Sandalwood Forest outlets.

Electrical ceramic fragrancer is under 1 year warranty. Goods warranty is not included ceramic body itself but only electrical part such as time and temperature controller.

Purchasing order that has been placed wrongly and it is not caused by Sandalwood Forest.

In the event of dispute, Sandalwood Forest’s decision shall be final and conclusive.

Exchange policy

All products are checked for quality before dispatch. Whilst we use our best efforts to ensure that the product is delivered to you in a perfect condition, the product may be damaged in the delivery process. Should this happen, please contact us via telephone 852-23122980 or email enquiry@3-dw.com within 3 days after receipt, then return the damaged or wrong products to us. We do offer exchanges only if you received damaged, defective, or incorrect product(s). Once your exchange request approve by us, we will arrange to re-send the product(s) in the same form of shipping method originally used for purchase without extra delivery charge. In case the product is sold out, we'll refund the value of product & the original shipping fee in the same form of payment originally used for purchase. The return shipping fee you paid will also be refunded to you. If the exchange request is reject by us after appropriate investigation has been made, we will neither exchange product(s) nor refund to you. Sandalwood Forest is not responsible for returning the product(s) to you.

Refund policy

Once your exchange request approve by us, in case the product is sold out, we'll refund the value of product & the original shipping fee in the same form of payment originally used for purchase. The return shipping fee you paid will also be refunded to you. If your order was placed with a promotion code or free gift(s), you must return them together in order to have the refund. Otherwise, original price of the product(s) will be deducted from the refund.

Refund timeline

Refund will be issued to the same account holder and in the same form of payment originally used for purchase.
Alipay : 4 to 6 weeks
Wechat Payment : 4 to 6 weeks
Credit card (except UPOP) : 6 to 8 weeks
PayPal : 4 to 6 weeks
TenPay : 4 to 6 weeks
UPOP : 6 to 8 weeks
Remark: For Alipay or TenPay, the refund shall be request within 7 days from the date of payment successfully received.