Return & Refund
Sunvega
- Cancellation & Return Policy
- When will I receive my refund?
Once your refund application is approved, we will process the refund within 2–4 business days, regardless of your original payment method. You will be notified of the processing completion via email promptly. We appreciate your patience while waiting for the refund to reflect in your account. Feel free to contact our customer service team if you have any questions or concerns.
PayPal payments
Refunds for PayPal transactions typically appear in your account shortly after we finish processing your request.
- What if I receive a damaged or defective item?
We take full responsibility for products with quality defects or damage incurred during shipping. If your item arrives damaged or fails to meet quality standards, we will work with you to resolve the issue promptly and fairly.
Submission time limit: Please contact us within 7 days of the delivery date (as recorded in the carrier’s tracking system). Timely notification helps us file claims with the logistics provider and offer you the most optimal solution.
What you need to do:
1. Provide your order number and a concise description of the problem.
2. Upload clear photos or videos that clearly show the defect/damage, as well as the condition of the outer packaging.
3. Retain all original packaging materials, as these may be required to verify the issue and arrange safe return shipping if necessary.
4. If multiple items are damaged, provide a group photo of all affected products or a single video that comprehensively displays all issues.
What we can offer (based on your specific situation):
- Free replacement of damaged parts
- Free reshipment of a brand-new product
- Free replacement with another product of equivalent value (based on your preference)
- A full or partial refund
Our customer service team will review your case in detail and recommend the most suitable resolution options, allowing you to choose the one that best meets your needs.
Your cost: $0 (zero cost to you)
Please do not arrange for repairs to the item without our prior written authorization.
If you hire a repair service without obtaining our approval, we will not be able to reimburse any associated repair costs.
- What if I receive the wrong item?
Submission time limit: Please contact us within 7 days of the delivery date (as indicated in the carrier’s tracking information).
What you need to do:
1. Provide your order number and a brief explanation of the error (e.g., incorrect product model, size, or color).
2. Upload clear photos or videos showing the incorrect item and the condition of its outer packaging.
3. Upload clear photos of all labels affixed to the outer shipping carton.
4. Keep all original packaging intact to assist with the verification process.
What we can offer:
- Free reshipment of the correct parts or components
- Free reshipment of the correct full product
- Free replacement with another product of similar value (based on your preference)
- Arrangement for free carrier pickup of the incorrect item
- A full refund
We will discuss all available options with you to ensure you select the most convenient resolution for your situation.
Handling the incorrect item:
After our customer service team reviews and confirms the mistake, we will inform you whether you may dispose of the incorrect item, keep it for your own use, or need to retain it temporarily for carrier pickup. Please do not dispose of the incorrect item before the verification process is complete, as this may impact the final refund amount or resolution outcome.
Your cost: $0 (zero cost to you)
- What if some parts or items are missing from my order?
Submission time limit: Please contact us within 7 days of the delivery date (as per the carrier’s tracking records).
What you need to do:
1. Provide your order number and a clear list of the missing parts or items.
2. Upload clear photos or videos showing the contents of the delivered package and the condition of the outer packaging.
3. Retain all original packaging materials to support the verification process.
If individual parts or accessories are missing, please lay out all received items flat and take a single photo of the entire contents (following our example diagram, if provided). Additionally, submit photos of the outer shipping carton and its shipping label. This helps us accurately identify which components are missing from your order.
What we can offer:
- Free reshipment of the missing parts or accessories
- Free reshipment of the complete correct product
- Free replacement with another product of equivalent value (based on your preference)
- A partial or full refund corresponding to the missing items
Your cost: $0 (zero cost to you)
- What if my package is returned due to an incorrect address?
Submission time limit: There is no strict time limit for this type of issue.
When delivery fails due to customer-provided information errors (e.g., incorrect or incomplete address, missed delivery appointment, or inability to contact the recipient), the parcel may be returned to our warehouse.
What you need to do:
Once we confirm the package has been returned to our warehouse, please contact our customer service team to arrange one of the following solutions:
1. Reship the parcel to a corrected, valid delivery address
2. Process a refund after the returned goods are received and inspected by our warehouse team
What we offer:
We will provide assistance in coordinating reshipment or processing a refund for the returned items, based on your preference.
Please note:
To ensure efficient warehouse operations, returned parcels may be stored free of charge for a limited period (up to 14 days from the date of arrival). After this free storage window, additional daily storage fees may apply, the amount of which depends on the package’s size and volume. If delivery failure is caused by address or contact information errors provided by the customer, any applicable long-term storage fees may be billed to the customer.
If you do not arrange for reshipment or warehouse pickup of the returned goods within 30 days of receiving our notification, the items may be disposed of by our warehouse without further notice.
In such cases, the goods will be deemed abandoned, and no refund will be issued.
For larger items shipped via LTL (Less Than Truckload) freight, the carrier will contact you in advance to schedule a delivery appointment. We kindly request that you maintain close communication with the carrier on the scheduled delivery day to ensure a smooth and timely delivery and avoid unnecessary delays. If you miss the scheduled delivery appointment, a re-delivery fee will be charged. For a first missed appointment, this fee may be up to 20% of the original order amount. For a second or subsequent missed appointment, the re-delivery fee will be based on the actual costs incurred by the carrier.
Your cost:
- All re-delivery or reshipment fees associated with the corrected delivery
- Any additional storage fees for extended warehouse storage beyond the free 14-day period
- For the first re-delivery due to address errors or missed appointments: up to 20% of the total order amount. If the combined cost of re-delivery and storage fees is less than 20% of the order total, only the actual incurred costs will be charged. For second or subsequent re-deliveries, all fees will be based on the actual costs incurred.
- I want to return an item for non-quality-related reasons
Submission time limit: Within 30 days of the delivery date (as per the carrier’s tracking information).
What you need to do:
1. Ensure the item is unused, unassembled, and in its original brand-new condition.
2. Retain and use the original manufacturer’s packaging for the return shipment (this is a mandatory requirement).
3. Provide your order number and a brief reason for the return request.
Upload photos or videos showing the product’s condition to confirm its eligibility for return:
- If the parcel is unopened, photos of the sealed outer carton are sufficient.
- If the box has been opened but the product has not been removed, keep the product inside the box and take photos showing the unaltered interior.
- If the product has been taken out of the box, provide clear, full-view photos or videos of the entire product to demonstrate its unused condition.
What we offer:
After we receive and inspect the returned item to confirm it meets our return criteria, we will process a refund or arrange an exchange according to your preference and the product’s condition.
Your costs:
- For non-quality-related returns, we may charge a return shipping and handling fee of up to 20% of the total order amount to partially offset transportation and processing costs.
- If the original packaging is lost or damaged and cannot be reused, an additional $59 repackaging fee will be applied.
- If the original packaging was removed by our White Glove Delivery service, the $59 repackaging fee will be waived.
- What items cannot be returned?
- Clearance or final-sale items
- Custom-made or made-to-order products
- Items explicitly marked as “Non-returnable” on the product detail page
- Items that have been fully or partially assembled, disassembled, or installed
Please note: Any items returned to us without prior authorization will not be eligible for a refund and will be refused at our return processing center.
- Why is there a return shipping fee for change-of-mind returns?
For returns that are not caused by product quality issues or shipping damage, we charge a return shipping and handling fee to partially cover the following operational costs:
- Labor costs for processing and handling the return
- Warehouse inspection and quality recheck procedures
- Costs of repackaging materials and protective supplies
- Inventory restocking and management expenses
These fees help us maintain fair and competitive pricing for all customers and ensure that eligible returned items can be safely and properly restocked for future sales.
Fee standards for non-quality-related returns:
- Return shipping and handling fee: Up to 20% of the total order amount
- If the original packaging is missing or unusable: An additional $59 repackaging fee will be deducted from your refund