At Sunaofe, we stand behind the quality, comfort, and craftsmanship of our ergonomic furniture. Try it at home, and if it isn't right for you, send it back. Please read this policy before you start a return. The rules that apply depend on the date you placed your order.
Original Packaging Requirement
Chairs, desks, and accessories are oversized items. They only survive the trip back in their original box. Keep the original Sunaofe box and all internal protective materials for every return. Disassemble the item and pack it the way it arrived.
Returns without the original packaging, or packed poorly, may be declined or may have a 20%–30% repacking and damage fee deducted from the refund.
60-Day Home Trial (Orders Placed On or After November 3, 2026)
Try your Sunaofe product at home for 60 days from the date of delivery. Email us within 60 days of delivery to start a return. The day you send your return request decides which rule below applies.
- Day 1–30 after delivery: Full refund of the item price. We send you a free prepaid return label.
- Day 31–60 after delivery: Full refund of the item price, minus a flat return shipping fee of $49 per chair or $99 per desk. We still send you the prepaid return label.
- Defective, damaged in delivery, or wrong item: Always free, at any time in the 60 days. We send a replacement part, a replacement item, or a full refund. No fees apply.
- Return condition: The item must be in like-new condition, fully disassembled, with all original parts and accessories, and packed in its original Sunaofe packaging.
- Exclusions: Items with scratches, stains, odors, missing parts, misuse, improper assembly damage, unauthorized modifications, or other customer-caused damage may be declined or may receive a reduced refund after inspection.
How to Pack and Ship Your Return
- Disassemble the item and pack it in the original Sunaofe box with all foam and protective materials.
- Email us a photo of the packed, sealed box.
- We send your prepaid return label after we approve the photo.
- Ship the item within 7 days of receiving the label. If you ship later, a 10% late handling fee may be deducted from the refund.
Exchanges
Want a different color or model? Ask us for an exchange instead of a refund. The return label for an exchange is free. We ship your new item as soon as the carrier scans your return. If the new item costs more or less, we charge or refund the difference.
Keep It Instead
If the product isn't quite right, we may offer you a partial refund so you can keep it and skip the return. If you accept a partial refund of 50% or more of the price you paid, the product's warranty ends on the day you accept the offer.
Orders Placed Before November 3, 2026
Orders Placed March 25 – November 2, 2026
- 60-Day Comfort Trial: Customers may request a return within 60 days from the date of delivery.
- Free Return Shipping: Sunaofe will provide a prepaid return label and cover 100% of eligible return shipping costs.
- Return Condition: The item must be in like-new condition, fully disassembled, complete with all original parts and accessories, and packed in its original Sunaofe packaging. Once the return label is issued, the customer must ship the product to the designated return location within 10 business days, or a 10% late return handling fee may be deducted from the final refund.
- Exclusions: Items with scratches, stains, odors, missing parts, misuse, improper assembly damage, unauthorized modifications, or customer-caused damage may be declined or may receive a reduced refund after inspection.
Orders Placed Before March 25, 2026
- Orders with VIP Protection: Eligible for a 60-day return window with free return shipping, subject to inspection and packaging requirements.
- Standard Orders: Eligible for a 14-day return window. A 15%–20% return shipping fee will be deducted from the refund.
Additional Policies
Order Changes and Cancellations
Customers may request order changes or cancellation within 2 hours after placing the order. This may include changes to the product, color, quantity, shipping address, or order cancellation. After the 2-hour window, the order may already be processing or in transit, and changes or cancellations cannot be guaranteed. Once a shipping label has been created, a cancellation is handled as a return. Pre-orders are the exception to the 2-hour window. You may cancel your pre-order for a full refund, including your deposit, at any time before the fulfillment process begins. For changes to a pre-order, see our Pre-Order Policy.
Delivery Refusals
Once an order is in transit, it cannot be canceled. If a customer refuses delivery, carrier Return-To-Sender fees may apply and may be deducted from the final refund. We recommend accepting the delivery and starting a standard return request instead.
Payment Disputes
Please contact us at service@sunaofe.com before you open a dispute with your bank or card issuer. We can usually solve the problem faster. Refund amounts always follow this policy.
Transit Damage, Loss, or Warranty Issues
If your package arrives damaged, is lost in transit, or if your product has a mechanical issue covered by warranty, please contact our support team or use the appropriate portal below for an expedited resolution. Report delivery damage within 7 working days, with clear photos or videos of the product, the packaging, the shipping label, and any visible damage.
- Transit damage or loss: Customers may be directed to the Xcotton claim portal when protection applies.
- Manufacturing or mechanical warranty issue: Sunaofe support will review the issue and may offer repair, replacement parts, or another appropriate resolution under the warranty policy.
How to Start a Return
To begin a return request, please email our support team at service@sunaofe.com and include:
- Your order number
- The reason for return
- Clear photos of the item
- Clear photos of the original packaging
- Photos or videos showing any product or transit damage, if applicable
Refund Processing
After the returned item arrives at our facility, our warehouse team inspects the product and packaging. We issue refunds only after the return passes inspection. Once the return is approved, the refund is processed to your original payment method within 3–5 business days. Your bank or payment provider may need additional time to post the refund to your account.
Return Policy Overview
Please review the return and claim conditions below before submitting a request. All refunds, replacements, and claims are subject to eligibility review, product condition, supporting documentation, and warehouse or claim approval.
| Order / Situation | Return / Claim Window | Return Shipping | Condition Requirement | Refund / Replacement Rule |
|---|---|---|---|---|
| Orders on or after Nov 3, 2026 — return requested on day 1–30 | 30 days from delivery | Free prepaid return label. | Like-new, fully disassembled, all parts, original Sunaofe packaging. Photo of the packed box before the label is issued. | Full refund after inspection. |
| Orders on or after Nov 3, 2026 — return requested on day 31–60 | Day 31 to day 60 from delivery | Prepaid return label; flat fee of $49 per chair or $99 per desk deducted from the refund. | Same as above. | Item price refunded after inspection, minus the flat return shipping fee. |
| Orders placed March 25 – November 2, 2026 | 60 days from delivery | Sunaofe provides a prepaid return label for eligible returns. | Item must be like-new, fully disassembled, complete with all parts, and packed in original Sunaofe packaging. | Refund is processed after warehouse inspection approval. |
| No original or insufficient packaging | Depends on order eligibility | Reviewed case by case. | Return may be declined if the product is not safely packed. | A 20%–30% repacking or damage liability fee may be deducted from the refund. |
| Delivery damage, lost package, or delivered but missing | Damage must be reported within 7 working days. Protection claims up to 60 days. | If protection was included, please submit a claim through Xcotton first. | Provide product & packaging photos, shipping label, tracking info, and delivery details. | If approved, Sunaofe provides a replacement or approved refund based on claim result. |
| Customer-caused damage | Contact us ASAP for support. | Paid replacement parts or paid solutions may be available. | Provide clear photos or videos showing the damaged area and affected parts. | Not eligible for a free refund or free replacement unless covered by an approved plan. |
| Product quality issue | Warranty support up to 5 years from delivery, depending on the product. | If covered, Sunaofe may provide replacement parts or another approved solution. | Provide your order number, issue description, photos/videos, and part details. | For approved issues, Sunaofe covers eligible replacement support. Subject to review. |