This Shipping, Returns & Refunds Policy applies to purchases of physical networking products sold through Sailtel, a brand operated by kangsien Limited, Hong Kong. If you have questions about a particular order, please contact support@sailtel.com before purchase or returning a product.
Shipping & Delivery
Sailtel offers worldwide shipping, except to the excluded destinations listed below, subject to carrier availability and applicable shipping restrictions. Orders may be dispatched from China or Hong Kong depending on product availability and fulfillment arrangements.
Order Processing: Paid orders for items in stock at the dispatch warehouse are dispatched within two business days (48 hours excluding weekends and public holidays). Where an order cut-off time is displayed, orders received after that time begin processing on the next business day. For out-of-stock items, we will contact you with the expected dispatch date.
Delivery Time: Dispatch time is separate from transit time. Transit time varies by destination and carrier. Please contact support@sailtel.com before ordering if you require a delivery estimate or have a deadline. Delivery dates are estimates, not guarantees.
Shipping Costs: Standard shipping is US$30 per order. Orders with a merchandise subtotal over US$399 after discounts qualify for free standard shipping to eligible destinations. The threshold excludes shipping and taxes. An order of exactly US$399 is charged US$30 for standard shipping. Free shipping does not include import duties or taxes.
Order Tracking: Tracking information will be provided after dispatch when available from the carrier.
Customs and Import Duties: International customs duties, import taxes and related charges are the customer’s responsibility unless otherwise agreed in writing.
Shipping Restrictions: We do not currently accept orders for delivery to Alaska, Hawaii, U.S. overseas territories (including Puerto Rico, Guam, the U.S. Virgin Islands, American Samoa and the Northern Mariana Islands), U.S. Minor Outlying Islands, or APO/FPO/DPO military and diplomatic postal addresses.
Delivery Delays: Delivery estimates are not guarantees. Customs clearance, carrier disruption and local holidays may affect delivery. If we cannot fulfill an order, we will contact the customer to discuss alternatives or cancellation and refund of any amount collected for unfulfilled goods.
Order Cancellations
Customers may request cancellation by emailing support@sailtel.com with their order number as soon as possible.
Before Shipment: Orders may be canceled before dispatch, subject to confirmation by Sailtel. Once cancellation is confirmed, payments collected for the canceled items will be refunded to the original payment method where available.
After Shipment: Orders that have already been dispatched may no longer be canceled. Customers may request a return under our 14-day return policy.
Unavailable Products: If an order cannot be fulfilled because of product unavailability or shipping restrictions, customers will be offered an alternative or a refund for the canceled items.
Returns Within 14 Days
Most products may be returned for a refund if the return is requested within 14 calendar days after delivery. Any product-specific exceptions will be stated before purchase. For non-defective products (including change-of-mind or ordering mistakes), the customer is responsible for both the original outbound shipping and return shipping costs, and any applicable customs duties or import charges associated with returning the goods. Products should be returned in good condition with relevant accessories and order information, subject to applicable law. Please obtain return authorization before sending goods.
How to Request a Return
- Email support@sailtel.com with your order reference, product model and reason for return.
- Wait for customer service approval and return instructions before dispatching any product. Do not send an unannounced return.
- After shipping the return, provide the tracking number and shipping receipt so our team can follow the shipment.
Exchanges Within 90 Days
For most products, exchange requests may be submitted within 90 calendar days after delivery. Customers are responsible for shipping the item back and for delivery of the replacement, except for wrong items or products damaged on arrival, for which Sailtel covers all necessary return and replacement shipping costs. Please obtain authorization before returning an item.
Once the returned item has been received and the exchange approved, an in-stock replacement will be dispatched within 3 business days. If it is out of stock, we will advise you of the expected availability and notify you when it ships.
One-Year Limited Warranty & Repairs
Most products qualify for free repair of covered defects for one year from delivery. Customers are responsible for shipping to and from the repair facility, except where applicable law requires otherwise. Any product-specific warranty exceptions will be stated before purchase. Repair turnaround depends on the fault and parts availability and will be confirmed after assessment.
If you believe a product has a manufacturing defect, contact us with a description and supporting evidence. Confirmed defects may be eligible for repair, replacement or a negotiated refund under the applicable product warranty. The standard repair warranty described above applies unless a different product-specific warranty is stated before purchase. Faulty or incorrectly supplied items are handled according to the applicable warranty and mandatory legal rights; the non-defective return-shipping rule does not automatically apply to verified defects.
Refunds & Disputes
Once an authorized return has been received and inspected, we will notify the customer whether the refund has been approved.
Refund Processing: Eligible returns will be inspected and refunds processed within 1–5 business days after we receive the returned items.
Refund Method: Refunds will generally be issued to the original payment method. The time required for funds to appear in the customer’s account depends on the payment provider or bank.
Return Costs: For non-quality-related returns, customers bear both outbound and return shipping costs. Original shipping charges are non-refundable. For orders that received free shipping, the outbound shipping cost to be deducted will be disclosed in the return authorization before the customer sends the goods back. Shipping already paid by the customer will not be deducted twice. These rules apply except where required otherwise by applicable law.
Full Refunds and Seller Errors: If a return is approved because we supplied the wrong item or a defective product, the customer is eligible for a full refund, including the original shipping charge. Sailtel covers all necessary return and exchange shipping costs for wrong items or products damaged on arrival. Warranty repairs are governed by the repair shipping terms above.
For refund enquiries or disputes, please contact support@sailtel.com with your order number and relevant information. Nothing in this policy excludes rights that cannot lawfully be limited.
Frequently Asked Questions
When will I receive my refund?
Refunds for eligible returns are processed within 1–5 business days after receipt of the returned items and issued to the original payment method. The time until the funds appear depends on your bank or payment provider.
Will I receive a full refund?
If the approved return results from our error, such as a wrong or defective item, we refund the purchase price and original shipping charge. For non-quality-related returns, outbound and return shipping costs are borne by the customer as explained above.
When will my replacement be dispatched?
An in-stock replacement ships within 3 business days after receipt of the return and approval of the exchange. If unavailable, our team will keep you informed and notify you when it ships.
Policy updated: 12 October 2026. These updated commercial terms apply to new orders; existing orders retain the terms applicable when purchased. Nothing in this policy limits mandatory statutory rights.