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Shipping Policy

At Sunnerey, we aim to provide a seamless and efficient shipping experience. Below, you will find all necessary details about our shipping process, delivery times, and your rights as a customer.

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Shipping Times by Location

We process and ship orders as quickly as possible. Delivery times may vary depending on your location:

 

Important Note: Delivery times are estimates. While we strive to meet these timelines, delays caused by external factors such as customs clearance, courier issues, or peak seasons are beyond our control.

If your order is not delivered within 30 days, please contact us. We will work with you to find a prompt and fair solution, such as resending the product, awaiting delayed shipment, or offering a discount on a future order.

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Customs, Import Duties, and VAT

1. Shipping Model:
• Orders are shipped directly from our suppliers in [Country of Origin, e.g., China].
• Sunnerey does not act as the importer of goods and is therefore not responsible for VAT or import duties.
2. Customer Responsibility:
• As the recipient, you are responsible for paying any VAT, customs duties, or import fees required by your country’s regulations.
• Failure to pay these charges may result in delays or the package being returned. In such cases, any associated costs will be deducted from your refund.
3. Transparent Checkout Process:
• During checkout, customers are notified that orders may be subject to additional charges upon delivery.

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Delivery Responsibility

1. Correct Address:
• Customers must provide accurate shipping information during checkout. Sunnerey is not responsible for packages lost due to incorrect or incomplete addresses.
2. Risk Transfer:
• Responsibility for the package transfers to the customer once the package has been handed over to the courier. If the package is lost in transit, we will assist in filing a claim with the courier but cannot guarantee reimbursement.
3. Packages Delayed Beyond 30 Days:
• If we determine that a package has been delayed for more than 30 days or is confirmed lost, we will work with you to find a prompt and fair solution. This may include resending the product, awaiting delayed shipment, or offering a discount on a future order.
4. Force Majeure:
• In the event of unforeseen circumstances such as natural disasters, strikes, or customs delays, delivery timelines may be extended. In such cases, Sunnerey is not liable for delays.

 

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Tracking Your Order

1. Once your order is shipped, you will receive a tracking number via email.
2. Tracking updates may take up to 5 business days to appear.
3. For orders with multiple items, separate tracking numbers may be provided as items may ship in separate packages.

If you do not receive tracking updates after 5 business days, contact us at info@Sunnerey.com for assistance.

 

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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.

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.

Right of Withdrawal

You have the right to withdraw from your purchase within 14 days of receiving your order. This right applies only if:

1. The product is returned unused and in its original packaging.
2. Return shipping costs are covered by the customer.
3. Returns are sent to the correct address provided by Sunnerey. Returns sent to an incorrect address will not be eligible for a refund.

Please refer to our Return Policy for detailed instructions.

 

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Free Worldwide Shipping

We offer free shipping for all orders. However, additional charges (e.g., VAT, customs duties) imposed by your country are not included and are the customer’s responsibility.

 

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Limitations of Liability

1. Indirect Losses:
• Sunnerey is not responsible for indirect or consequential losses caused by delays, lost packages, or customs issues.
2. Force Majeure:
• We are not liable for any failure to deliver or delays due to events beyond our reasonable control, including but not limited to natural disasters, strikes, or pandemics.

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Compliance with Regulations

This shipping policy complies with Dutch consumer law and EU regulations, ensuring transparency and fairness while protecting both our business and our customers.

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Contact Information

For questions or concerns about shipping, please contact us through E-mail:

info@sunnerey.com

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.