At Sunaofe, we stand behind the quality, comfort, and craftsmanship of our ergonomic furniture. We want every customer to feel confident when purchasing from us. Please review the return policy below before starting a return request.
Original Packaging Requirement
Because ergonomic chairs, desks, and accessories are oversized products that require special protection during transit, keeping the original packaging is required for all returns. All returned items must be fully disassembled and securely packed in the original Sunaofe box with all internal protective materials.
Returns requested without the original packaging may be declined or may be subject to a strict 20%–30% repacking and damage-liability fee deducted from the final refund.
Return Guidelines by Order Date
Orders Placed On or After March 25, 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.
Exchanges
We do not offer direct exchanges at this time. To exchange a product, please return the original item according to the applicable return policy and place a new order for the preferred product.
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.
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. Clear photos or videos of the product, packaging, shipping label, and any visible damage may be required for review.
- 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 will inspect the product and packaging. Once the return is approved, the refund will be processed within 3–5 business days. Your bank or payment provider may require 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 placed on or after March 25, 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. |