At Sunaofe, we stand behind the quality, comfort, and craftsmanship of our chairs. Please review the return policy below before starting a return request.
Your rights at a glance
- 60-Day Home Trial: You may request a return within 60 days from the date of delivery.
- Free Returns: We provide a prepaid return label and cover the cost of returning the item to our warehouse in Bochum, Germany.
- 14-Day Right of Withdrawal: In addition, you have the statutory right to withdraw from the contract within 14 days without giving any reason. See Right of withdrawal.
- 5-Year Sunaofe Guarantee: in addition to your statutory warranty rights. See Guarantee terms.
Original Packaging
Chairs are large and need special protection in transit, so please keep the original packaging. For a return under the home trial, the item must be fully disassembled and securely packed in the original Sunaofe box with all internal protective materials.
Home-trial returns without the original packaging may be declined, or a 20%–30% repacking and damage-liability fee may be deducted from the refund.
Home Trial Conditions
- 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.
- Shipping Deadline: Once the return label is issued, please ship the item within 10 business days, or a 10% late return handling fee may be deducted from the 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.
Your right of withdrawal is not affected. These conditions apply to the voluntary home trial only. If you withdraw within 14 days, the statutory rules alone apply: you are only liable for any loss in value caused by handling the goods beyond what is necessary to check them.
Additional Policies
Order Changes and Cancellations
You may request order changes or cancellation within 2 hours after placing the order, for example to the product, color, quantity or shipping address. After that, the order may already be processing or in transit, and changes or cancellations cannot be guaranteed — but you can still return it as described above. Pre-orders are the exception to the 2-hour window: you may cancel a pre-order for a full refund at any time before the fulfillment process begins.
Exchanges
We do not offer direct exchanges at this time. To exchange a product, please return the original item as described above and place a new order for the preferred product.
Delivery Refusals
No longer want an order that is already on its way? Please accept the delivery and start a free return instead.
Transit Damage, Loss, or Warranty Issues
If your package arrives damaged, is lost in transit, or your product has a defect, please contact our support team. Clear photos or videos of the product, packaging, shipping label, and any visible damage may be required for review.
- Transit damage or loss: We bear the risk until delivery and will send a replacement or refund you.
- Manufacturing or mechanical defect: We review the issue and may offer repair, replacement parts, or another appropriate resolution under our guarantee. Your statutory warranty rights are not affected.
How to Start a Return
Email our support team at service@sunaofe.com. For a home-trial return, please 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
Withdrawing within 14 days? An unequivocal statement is enough, for example an email. You do not have to give a reason. You may use the model withdrawal form.
Refund Processing
After the returned item arrives at our warehouse, our team inspects the product and packaging. Once the return is approved, the refund is processed within 3–5 business days. Your bank or payment provider may need additional time to post the refund to your account.
If you withdraw from the contract, we refund all payments no later than 14 days after we receive your withdrawal, using the payment method you paid with. We may withhold the refund until we have received the goods back or you have shown that you sent them.