Refund & Return Policy
At SanyipaceToilet, we want you to feel confident when purchasing our products. If you need to return or exchange an eligible product, please contact us within 30 days of delivery.
Due to the personal hygiene nature of smart toilets and smart bidet toilet seats, products that have been used or connected to a water supply cannot be returned or exchanged for non-quality-related reasons.
Before returning any product, please contact our customer support team and wait for approval and return instructions.
For assistance, please contact:
1. Order Cancellation Policy
Before Shipment
If you need to cancel your order, please contact us within 24 hours after placing your order and before the order has shipped.
If your order has not entered the shipping process, we will cancel the order and issue a refund at no additional charge.
We recommend contacting us as soon as possible, as orders may be processed quickly.
After Shipment
Once your order has shipped and tracking information has been generated, cancellation can no longer be guaranteed.
You may still contact our customer support team, and we will try our best to request shipment interception from the carrier.
Please note:
- Shipment interception depends on carrier availability and cannot be guaranteed.
- Additional handling costs may apply for interception requests after shipment.
If the package cannot be intercepted and is delivered successfully, the order will be handled according to our standard return policy.
2. Return Policy
Return Eligibility
You may request a return within 30 days of delivery if the product meets the following requirements:
| Requirement | Details |
|---|---|
| Return Period | The request must be submitted within 30 days after delivery. |
| Product Condition | The product must be unused or meet our return inspection requirements. |
| Original Items Included | Original packaging, accessories, manuals, and installation parts should be included. |
| Proof of Purchase | A valid order number or proof of purchase is required. |
| Return Approval | Please wait for our team’s review and approval before returning the product. Review normally takes 1–2 business days after receiving all required information. |
Please do not send products back before receiving return authorization and instructions.
3. Exchange Policy
You may request an exchange within 30 days of delivery if the product meets our exchange requirements.
| Exchange Situation | Eligibility |
|---|---|
| Ordered the wrong model | Eligible, if the product meets return conditions |
| Product does not fit your toilet | Eligible, please contact us before installation |
| Want to change to another model | Eligible, subject to product condition and availability |
| Received the wrong product | Eligible, please provide photos for verification |
| Product arrived damaged | Eligible, please contact us within 5–7 business days after delivery |
| Confirmed manufacturing defect | May be handled under our Warranty Policy |
| Product has been used or connected to water supply | Not eligible for standard exchange due to hygiene reasons |
All exchanges are subject to product availability.
4. Return & Exchange Shipping Costs
Shipping responsibility depends on the reason for the return or exchange.
| Situation | Shipping Responsibility |
|---|---|
| Wrong product shipped by SanyipaceToilet | Covered by SanyipaceToilet |
| Product damaged during transportation | Covered by SanyipaceToilet |
| Confirmed manufacturing or quality issue | Covered by SanyipaceToilet |
| Customer changes their mind | Customer is responsible |
| Customer ordered the wrong model | Customer is responsible |
| Product does not fit customer's toilet | Customer is responsible |
| Other customer-initiated return or exchange | Customer is responsible |
For approved returns or exchanges caused by SanyipaceToilet, we will provide the appropriate solution and cover applicable shipping costs.
5. Important Hygiene Policy
Used Products Cannot Be Returned or Exchanged
Smart toilets and smart bidet toilet seats are personal hygiene products.
For health and hygiene reasons, standard returns and exchanges are not accepted for products that have been:
- Used;
- Connected to a water supply;
- Damaged during installation;
- Modified or altered.
If a product has been installed but has not been used or connected to a water supply, it may be reviewed by our customer support team based on the product condition.
Products with confirmed manufacturing defects may still qualify for service under our 2-Year Warranty Policy.
6. Smart Bidet Toilet Seat Fit Check Before Installation
Each Sanyipace smart bidet toilet seat includes a cardboard fit-check template to help you confirm compatibility before installation.
Before installing the bidet seat:
- Remove the cardboard template from the package.
- Place it on your existing toilet bowl.
- Align it according to the markings.
- Check the toilet shape, mounting hole position, length, and overall fit.
- If the template does not fit correctly, do not install the bidet seat.
- Contact our customer support team for assistance.
Using the cardboard template to check compatibility does not count as installing or using the actual bidet seat.
Checking compatibility before installation can help prevent unnecessary return issues.
Image Caption:
Use the included cardboard fit-check template to confirm toilet compatibility before installing the smart bidet toilet seat.
7. Returns We Cannot Accept
The following situations are not eligible for standard returns:
| Situation | Reason |
|---|---|
| Used products | Smart toilets and bidet seats cannot be returned after use due to hygiene reasons |
| Products connected to water supply | Considered used after connection |
| Returns after 30 days | Requests must be submitted within the return period |
| Unauthorized returns | Products returned without approval may not be accepted |
| Customer-caused damage | Damage caused by improper installation, misuse, or accidents |
| Missing important accessories | Products should include original accessories and components |
| Customized products | Not returnable unless defective |
| Gift cards | Non-returnable |
| Final sale products | Non-returnable |
8. Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If your product arrives damaged, defective, or different from what you ordered, please contact us within 5–7 business days after delivery.
Please provide:
- Order number;
- Product model;
- Photos of the product;
- Photos of the package if damaged;
- Photos or videos showing the issue.
If you notice visible damage or receive the wrong product, please do not install or use it before contacting us.
If the issue is confirmed to be caused by SanyipaceToilet, we will provide an appropriate solution.
9. How to Request a Return or Exchange
Step 1: Submit a Request
You can submit your request by:
- Contacting our customer support team at support@sanyipacetoilet.com, or
- Using the return/exchange request option provided in your order confirmation email.
Please include:
- Order number;
- Product model;
- Reason for return or exchange;
- Photos or videos if applicable.
Step 2: Review & Approval
Our customer support team will review your request and confirm eligibility.
The review normally takes 1–2 business days after receiving all required information.
Additional information may be requested if needed.
Please wait for approval before sending the product back.
Step 3: Return Instructions
Once approved, we will provide:
- Return authorization;
- Return address;
- Packing instructions;
- Shipping instructions.
Please do not return products without prior authorization.
Step 4: Inspection & Resolution
After receiving the returned product, we will inspect its condition.
Once approved:
- Return: Refund will be issued to the original payment method.
- Exchange: Replacement product will be arranged for shipment.
10. About Worry-Free Delivery
Worry-Free Delivery is not return shipping insurance.
Worry-Free Delivery provides protection for eligible loss or damage that occurs during transportation.
It does not cover:
- Return shipping caused by changing your mind;
- Return shipping caused by ordering the wrong model or size;
- Exchange shipping for customer-related reasons;
- Other return costs unrelated to transportation damage.
Worry-Free Delivery only covers eligible loss or damage during transit. It does not provide free return shipping.
11. Refund Policy
Once your returned product has been received and inspected, we will notify you of the refund status.
If approved, the refund will be issued to your original payment method.
Refunds are normally processed within 2–3 business days after approval.
Please note that your bank or payment provider may require additional processing time.
Original Shipping Costs
Original shipping charges are non-refundable for customer-initiated returns.
If the return is caused by an error or confirmed product issue on our side, applicable shipping costs will be covered by SanyipaceToilet.
Contact Us
If you have any questions about cancellations, returns, exchanges, or refunds, please contact: