Return & Refund Policy

At Sunnerey, we strive to offer our customers the best possible shopping experience. While we understand that there may be situations where a refund or return is required, we have designed this policy to ensure clarity, fairness, and efficiency for everyone. Please read the details below to understand our terms.

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Our Commitment to Transparency

We believe in being open and honest with our customers. Our policies are designed to protect your rights while ensuring that our processes remain efficient and sustainable. Whether you need to return an item or request a refund, you can trust that we will handle your case with care and professionalism.

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When Are Refunds Available?

Refunds are possible in the following cases:

1. Change of Mind: If you’re not satisfied with your purchase, you can return it within 14 days of receipt.

2. Defective or Damaged Products: If your product is damaged or defective upon arrival, notify us immediately so we can resolve the issue.

3. Order Cancellations: You have the right to cancel your order within 12 hours after placing the order, as outlined in the EU right of withdrawal.

To ensure a smooth process, please meet the return conditions outlined below.

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Return Conditions

We are happy to accept returns, provided that:

1. The product is in its original condition:
• All parts, accessories, and packaging must be included.
2. There is no improper use:
• Products must not show signs of damage caused by improper handling.
3. Hygiene-sensitive items are unopened:
• Items like personal care products must remain sealed or thoroughly cleaned before being returned.
4. The return is sent to the correct address:
• Returns must be sent to our central warehouse in China. Returns sent to an incorrect address cannot be processed, and refunds will not be issued.

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Damaged or Defective Items

At Sunnerey, we take great care in ensuring your order reaches you in perfect condition. However, we understand that damages can occasionally occur during shipping. If you receive a damaged or defective item, we are committed to resolving the issue promptly and to your satisfaction.

What to Do If You Receive a Damaged Item

1. Contact Us Immediately:
• Notify us within 7 days of receiving the damaged item by emailing info@Sunnerey.com.
• Include the following in your email:
• Your order number.
• Clear photos of the damaged item and its packaging.
• A brief description of the damage or defect.
2. Our Assessment:
• Once we receive your email, our team will review the information provided.
• We will respond within 5 business days with a resolution.
3. Our Commitment to Resolving the Issue:
• You can count on us to offer the following solutions, depending on the situation:
• Free Replacement: We will ship a new item at no additional cost to you.

Important Notes:

• Please keep the damaged item and its original packaging until the issue is resolved.
• In some cases, we may request the item to be returned or additional photos for assessment.
• This policy applies only to items reported as damaged or defective within 7 days of receipt.

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How to Request a Refund

If you meet the above conditions, follow these steps to initiate a refund:

1. Contact Us:
• Email us at info@Sunnerey.com with the following details:
• Your order number.
• The reason for your return or refund.
• Photos of the product, if applicable (e.g., damaged items).
2. Ship the Product:
• Send the item to our central return address: North Floor 5, Juxing Plaza
  No. 8 Shuncheng 2nd Road, Guzhen Town
  Zhongshan, Guangdong Province, China
  Postal Code: 528421
  Phone: +86 13755475365
• Important: Ensure the item is securely packaged and trackable. We are not responsible for items lost during return shipping.

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Estimated Return Costs to China

Below is an overview of estimated return costs to our central return location in China. Please note that these are estimated costs, and actual costs may vary depending on the size and weight of your package.

Return Information

At Sunnerey, we strive to make the return process as clear and smooth as possible. Below are the details for returning items to our central warehouse.

Return Address

North Floor 5, Juxing Plaza
No. 8 Shuncheng 2nd Road, Guzhen Town
City: Zhongshan
Postal Code: 528421
Province: Guangdong Province
Country: China

Important Notes:

• Estimated Costs: The shipping costs above are estimates and can vary based on the size and weight of your return package. Please check with your courier for precise pricing.\n- Track & Trace: Ensure that your package is sent with a tracking code to avoid loss during transit.\n- Packaging: Items must be securely packaged to prevent damage during shipment.\n- Correct Address: Returns sent to an incorrect address cannot be processed, and refunds will not be issued.

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Questions?

If you have any questions about the return process or need further assistance, contact us at info@Sunnerey.com. Our customer support team will be happy to help!

Additional Refund Policies

1. Refused Deliveries:
• If an order is refused and returned to our supplier, we deduct 25% of the product's sale value from the refund to cover shipping and handling costs.
2. Non-Pickup from Shipping Location:
• If a package is not picked up from the shipping location and is returned to our supplier, a 25% deduction will be applied to the refund to cover return shipping fees.
3. Wrong Return Address:
• If items are returned to an incorrect address, we are unable to process the return or issue a refund. Always use the provided return address to ensure proper handling.

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Right of Withdrawal

As a consumer, you have the right to withdraw from your purchase within 14 days of receiving your order. To exercise this right:

1. Notify us at info@Sunnerey.com or complete our withdrawal form.
2. Return the item to our central warehouse (see address above).

Exceptions to the Right of Withdrawal

The following items are not eligible for withdrawal:

• Opened or used hygiene-sensitive products.
• Custom-made or personalized items.
• Products showing signs of damage or improper use.

Refunds for withdrawals will exclude shipping costs, and return shipping is at the customer’s expense.

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Refund Processing

• Refunds are processed within 14 business days of receiving the returned product.
• We will notify you within 5 business days of receiving your withdrawal request or return.
• Refunds will be issued to the original payment method unless otherwise agreed.

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A Sustainable Approach to Returns

We process all returns at our central warehouse in China to:

• Promote Sustainability: By consolidating returns, we reduce CO₂ emissions and environmental impact.
• Improve Efficiency: Centralized handling ensures that returns are processed responsibly, including recycling or reusing items where possible.
• Maintain Affordability: Streamlined operations allow us to keep prices competitive for all customers.

While this approach may require extra effort from you, your contribution supports a more sustainable future. Thank you for your understanding.

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Legal Framework

This Refund Policy is governed by Dutch law, and disputes will be resolved under the jurisdiction of the Dutch courts.

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Contact Information

Please note that the address below is not a return address, and returning items to this address may result in the loss of your refund:

Sunnerey
Dick Ketstraat 14
5645 LB Eindhoven
The Netherlands
Email: info@Sunnerey.com
Chamber of Commerce (KVK) number: 95327533
VAT number: NL867088370B01

Copyright Notice

The content of this policy, including text, layout, and design, is the intellectual property of Sunnerey and is protected under applicable copyright laws. Unauthorized copying, reproduction, or distribution of this policy in whole or in part is strictly prohibited and may result in legal action. If you wish to reference or use any part of this policy, please contact us at info@Sunnerey.com for permission.