All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one no matter the reason. If you did not receive the product within the guaranteed time(45 days not including 2-5 day processing) you can request a refund or a reshipment. If you received the wrong item you can request a refund or a reshipment. If you do not want the product you’ve receive you may request a refund but you must return the item at your expense and the item must be unused.
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of the store (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of sunvoz.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Conditions to APPLY for a change or return
- No refund requests will be accepted after 05 natural days for any reason.
- Return shipping costs are the customer’s responsibility.
- We’ll refund only to the same payment method from where customer originally pay.
- Refund or Changes will be executed once we receive the tracking number from the customer as a guarantee.
- Items that are damaged, dirty, altered, or not in their original boxes or bags will not be accepted for return.
- After we sent the refund confirmation to the customer, the refund can take between 7 to 14 business days to be reflected on your account statement.
Return a defective item
We will do our best to ensure that the products shipped to our customers are in their best conditions. If your product turns out to be defective, please provide us with the following proofs:
- Photos of the front and the back of the package or box
- Partial shipment slips (if applicable)
- Photo or video of the defective item
- Photo or video and a detailed description of the problem
If for any reason you would like to exchange your product, perhaps for a different size. You must contact us first and we will guide you through the steps. Please do not send your purchase back to us unless we authorise you to do so.