Refund policy

The VESSEL by SYNTHEONLINE Return Policy

At The VESSEL by SYNTHEONLINE, we are committed to crafting exceptional concrete vessels that elevate your living and working spaces. Your satisfaction is our priority. Please read our detailed return policy below.

1. Eligibility for Returns:
To be eligible for a return, your purchased VESSEL must meet the following criteria:

It must be in its original, unused, and pristine condition.
It must be returned in its original, protective packaging to ensure safe transit.
The return must include the original proof of purchase (e.g., order number, sales receipt).

Please note: Any VESSEL that has been filled with wax, actively used as a candle, or exhibits signs of wear, damage, or alteration not due to manufacturing defects is not eligible for return or exchange.

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate and resolve the issue. Be sure to take video and photos of the item.

Exceptions / Non-Returnable Items:
Certain items cannot be returned, including:

Perishable goods (food, flowers, plants)
Custom or personalized products
Personal care items (beauty products)
Hazardous materials, flammable liquids, or gases
Sale items and gift cards

If you have questions about a specific item, please contact us.

2. Return Timeframe:
You have 14 days from confirmed delivery to request a return. Return requests beyond this timeframe cannot be accepted.

To qualify for a return, your item must remain in the same condition you received it, unworn or unused, with tags, in its original packaging, and accompanied by proof of purchase.

To initiate a return, email synthe@syntheonline.com. Returns sent without prior authorization will not be accepted.

3. Non-Returnable Items (Specific to VESSELS):

VESSELS that have been used.
VESSELS refilled with wax not original to The VESSEL as poured during production by SYNTHEONLINE.
Custom or personalized orders (if such options become available).
Gift cards.
Any item not purchased directly from syntheonline.com.

4. Refunds for Eligible Returns:
Once we receive and inspect your return, we will notify you regarding approval. If approved, refunds will be issued to your original payment method within 10 business days. Bank or payment processor delays may apply.

Original shipping charges are non-refundable unless the return results from a defect or error on our part. For non-defective returns, customers are responsible for return shipping.

5. European Union 14-Day Cooling-Off Period:
If merchandise is shipped to the EU, you have the right to cancel or return your order within 14 days for any reason and without justification. Items must remain in original, unused condition, with tags and packaging intact, and include proof of purchase.

6. Damaged or Defective Items Upon Arrival:
We carefully inspect and package each VESSEL. If your VESSEL arrives damaged or defective:

Contact synthe@syntheonline.com within 48 hours of delivery.
Include your order number, a detailed description of the damage, and clear photos of the item and packaging.
Upon review and approval, we will provide a resolution.

7. How to Initiate a Return (Non-Damaged Items):

Contact synthe@syntheonline.com with your order number and reason for return.
Our team will issue a Return Authorization (RA) number and provide instructions.
Ensure your VESSEL is securely packaged for return. Use a trackable shipping method and consider insurance, as Syntheonline is not responsible for items lost or damaged in transit.

8. Exchanges:
We do not offer exchanges. Customers may return an item and place a separate new order.

9. Late or Missing Refunds:
If a confirmed refund has not appeared:

Check your bank account or credit card statement.
Contact your bank or credit card company for processing delays.
If still unresolved, email synthe@syntheonline.com.

10. Contact Us:
For further questions about returns, email synthe@syntheonline.com.