We strongly recommend keeping your original shipping box and packaging materials for at least 30 days. Original packaging is required for any return. Returns without it may be rejected or incur a heavy handling fee.
🛡️ Shipping Protection by AIG (Highly Recommended)
To enhance your post-purchase experience, we recommend choosing AIG protection service at checkout. This provides two major benefits:
(1) Comprehensive Shipping Coverage
- Lost Package: Not delivered within 15 days.
- Damaged During Transit: Items arrive broken or unusable.
- Delayed Delivery: Delivered beyond the promised timeframe.
- Carrier Errors: Delivered to an incorrect address (carrier fault).
*Claims are typically resolved within 24-48 hours.
(2) 15-Day Free Return Service
If you simply change your mind, AIG covers the cost.
- Eligibility: Request made within 15 days of delivery.
- Coverage: Return shipping fee + 20% handling fee are WAIVED (Covered by AIG).
- Condition: Item must be in original packaging.
Return Conditions (Standard Policy)
A. Non-Customer-Responsible Returns (Defects/Damage)
If the item has a manufacturing defect or shipping damage (and you have insurance), Sunaofe or AIG will handle a full replacement or refund at no cost to you.
B. Customer-Responsible Returns (Change of Mind)
If you return an item due to personal preference (e.g., wrong size/color, changed mind) and do not have AIG Free Return coverage:
- Handling Fee: A 20% handling fee will be deducted from your refund.
- Shipping Cost: You are responsible for the return shipping fees.
⚠️ The "Packaging Rule"
All returns MUST be in original packaging (box, foam, etc.).
- Standard: Original packaging required.
- Penalty: Returns without original packaging may be rejected. If accepted exceptionally, an additional 15% handling fee will apply.
- Total Risk: No packaging + Personal Reason = 35% Fee (20% handling + 15% Handling).
Return Period & Timeline
- Standard Returns: Request within 30 days of receiving your order.
- AIG Free Returns: Request within 15 days of receiving your order.
- Ship Back: Once approved, you have 7 calendar days to ship the item back.
- Refund Processing: Issued within 72 hours after warehouse inspection. Funds take 3–5 business days to appear.
Return Responsibility & Fees Table
| Plan | Issue / Reason | Time Limit | Who Pays | Notes / Conditions |
|---|---|---|---|---|
| AIG Protection (Recommended) |
Lost Package | 15 days | AIG | Reimbursed or reshipped fast |
| Damaged in Transit | 15 days | AIG | Photos required; Reimbursed or reshipped | |
| Delayed Delivery | 15 days | AIG | Beyond promised timeframe | |
| Wrong Delivery (Carrier) | 15 days | AIG | Carrier fault | |
| Free Return (Personal) | ≤ 15 days | AIG | Shipping + handling Fee covered. Must have original box. | |
| Personal Reason (Late) | > 15 days | Customer | You pay shipping + 20% handling fee | |
| No Insurance (Standard) |
Manufacturing Defect | ≤ 30 days | Sunaofe | Full replacement/refund. Original box required. |
| Item Lost/Damaged | ≤ 30 days | Sunaofe | Carrier investigation required (may take longer). | |
| Wrong Item Sent | ≤ 30 days | Sunaofe | Full replacement. Original box required. | |
|
Personal Reason (Changed mind, etc.) |
≤ 30 days | Customer | You pay Shipping + 20% handling Fee. | |
| Misuse / No Box | -- | Customer | Return rejected or charged 35% fee. |
Contact Us
If you have any questions about your return eligibility, please contact our support team:
Disclaimer: Sunaofe reserves the right to interpret, modify, or terminate this policy at any time. Coverage under AIG is subject to their respective terms, timelines, and approvals.