Refund and return policy

Contact:
info@sierrarefine.com 

Our Business Hours:
09:00 AM - 9:00 PM, Monday to Friday (MDT, UTC−06:00)
Email us to start any return, refund, or cancellation request.

Change‑of‑Mind Returns
• Request a Return Merchandise Authorization (RMA) within 30 calendar days of delivery for products that are unused, unopened, and in their original packaging (keep the box for at least 30 days).
• Non‑returnable: custom‑logo machines and all consumables (gels, liquids, cartridges).
• Original shipping, handling, and inspection fees are non‑refundable.
• A 10 % restocking fee is deducted from the refund.
• Buyer arranges and pays return shipping; Sierra Refine does not provide a prepaid label.

Defective, Damaged, or Mis‑shipped Items — Damage Protection Guarantee
• Covered by our Damage Protection Guarantee (see Warranty Policy for full terms).
• If your shipping address is within the United States, Sierra Refine emails a prepaid return label.
• If your shipping address is outside the United States, you arrange and pay for return shipping.
• After the original unit is received, we ship a brand‑new replacement of the same model at no cost.
• If the evidence shows the machine is not actually damaged, only minimally affected (e.g., minor paint scuffs), or can be easily fixed by a simple procedure, the unit will not be replaced.
• Damage Protection provides free replacement only; no cash refunds are issued.
• If you prefer to return an unused unit for a refund instead of replacement, you must pay the return shipping cost; only the product price is refunded, and original shipping, handling, and inspection fees are deducted.

International Returns
All rules above apply. Any duties, taxes, or brokerage fees Sierra Refine must pay to re‑import the item will be deducted from the refund.

Return Procedure
Email Request – Provide order #, model, serial #, and reason (attach evidence for defects).

RMA & Address – We reply within 2 business days with an RMA number (valid 30 days) and the correct return address.

Ship & Notify – Use a traceable shipping service (at the buyer’s expense for change‑of‑mind returns) and email tracking to Customer Support within 48 hours of dispatch.

Inspection & Refund – Refunds are credited to the original payment method within 10 business days after we receive and inspect the return.

Order Cancellation
Orders can usually be edited or cancelled within 1 hour of placement by emailing info@sierrarefine.com. After one hour, the order may already be processing; once shipped, outbound shipping cannot be refunded and standard return rules apply.

Warranty (36 Months)
All professional aesthetic equipment ships with a 36‑month warranty covering manufacturing defects in materials or workmanship. Consumables, cosmetic wear, misuse, incorrect voltage, unauthorized modification, and operation without required training are excluded. Full details are available in our Warranty Policy.

Proper Packaging:
• Reuse the factory carton and molded foam; if missing, use a double‑wall box with at least 5 cm (2 in) of high‑density foam on every side.
• Wrap handpieces and accessories separately in two layers of bubble wrap.
• Cover screens with antistatic film or soft cloth and tape a rigid cardboard shield over them.
• Seal liquids or gels in plastic bags and isolate from electronics.
• Fill empty space with packing peanuts or air pillows; the device must not shift when you gently shake the box.
• Clearly write the RMA number on at least two sides of the outer carton.