Refund policy

At Sublue, we want you to shop with confidence. If you need to request a return, refund, warranty service, or order cancellation, please review the policy below.

1. Returns for Unopened and Unused Products

If you are not satisfied with a newly delivered product, you may request a return within 30 days after delivery.

To be eligible for return, the item must meet all of the following conditions:

  • The product is unused
  • The product is in its original condition
  • The product shows no signs of wear, use, or damage
  • The product is returned with its original outer packaging, inner packaging, accessories, and user manual

Returns that do not meet these conditions may not be accepted.

2. How to Request a Return

To request a return, please contact store@sublue.com and provide:

  • Your order number
  • The reason for the return
  • Photos showing the current condition of the product

After review, our team will provide the return instructions and the return shipping address.

For returns that are not related to product quality, the return shipping cost is the responsibility of the customer.

3. Refunds

Unopened Products

The refund amount will be reduced by the following applicable fees incurred during the transaction:

  • Payment processing fees: Starting at 2.5%
  • Currency conversion fees: Starting at 1.5%, applicable only to orders settled in non-USD currencies

Actual fees vary by customer country, payment method, card issuer, and payment provider, and will also be higher for orders processed through third-party payment platforms.

Opened but Unused Products

A restocking and refurbishment fee of 10%–50% of the order will be deducted. The exact percentage is determined by the inspection of the product, packaging, and included accessories.

4. Used Products with Quality Issues

If a product has been used and develops a quality-related issue within the applicable warranty period, we recommend contacting our after-sales team first.

Support contacts:

  • For the United States: support.us@sublue.com
  • For other regions: support@sublue.com

In many cases, issues can be resolved through troubleshooting, technical guidance, or replacement parts, without the need to return the product.

If, after evaluation, the issue is confirmed to be quality-related and the product cannot be restored to normal use, Sublue may provide an appropriate after-sales solution, which may include return service, repair, replacement parts, or replacement product, depending on the situation.

For approved quality-related return cases, Sublue will cover the return shipping cost. In most cases, we will provide a prepaid return label.

5. Used Products Without Quality Issues

We do not accept returns for products that have been used and do not have a quality-related issue.

Because these items can no longer be resold as new, they are not eligible for return.

6. Warranty Coverage

The warranty period starts from the date of delivery. Proof of purchase is required for any warranty claim.

Warranty period by product:

  • Mix, MixPro, Navbow, Navbow+, Tini, Swii, Hagul Underwater Scooters: 12-month warranty
  • Vapor Underwater Scooter: 24-month warranty for the main unit; 12-month warranty for the battery and charger
  • BN / BN Pro Robotic Pool Cleaner: 36-month warranty
  • H1 / H1+ Waterproof Phone Case: 12-month warranty

7. Order Cancellation

  • Within 24 hours of placing the order: free cancellation
  • More than 24 hours after placing the order: a 5% cancellation fee applies
  • After the order has shipped: the order can no longer be canceled and must follow the return process instead

8. Contact Us

For help with a return, refund, or warranty request, please contact:

  • Return Requests: store@sublue.com
  • After-Sales Support (US): support.us@sublue.com
  • After-Sales Support (Other Regions): support@sublue.com