Returns & Exchanges

Friendly Reminder

We recommend keeping your original shipping box and packaging materials in case you need to return your order. This helps ensure a smooth and secure return process.

Shipping Protection Options

To enhance your post-purchase experience, you can choose one protection service at checkout — either Seel or AIG, not both.

Option 1: AIG Shipping Protection (15 days Free Return)

(1) Shipping Coverage

• Lost Package: Not delivered within 15 days (domestic)
• Damaged During Transit: Broken, crushed, or unusable items upon arrival.
• Delayed Delivery: Beyond the promised timeframe.
• Wrong Delivery (carrier’s fault): Delivered to incorrect address not caused by the customer.

All shipping claims must be filed within 15 days of shipment. AIG responds within 24 hours; approved claims are settled or re-shipped within 2 business days once documentation is verified.

(2) Free Return Service

• Eligibility: A return request must be made within 15 days of receiving your order.
• Condition: Original packaging must be intact (box, foam, hardware bags, etc.).
• Reason: Personal preference (e.g., not suitable, changed mind).
• Approval: Return approved by Sunaofe support team.

Coverage: Return shipping fee and 20% restocking fee are covered by AIG.

Required documentation: Return authorization email from Sunaofe, return tracking number, and proof of shipping cost.

Exclusions: Returns beyond 15 days, without original packaging, or not approved are the customer's responsibility. Incorrect order details or misuse are not covered by AIG.

🔗Claim with AIG (Shipping protection)

Option 2: Seel Worry-Free Delivery Protection

• Lost Package: Not received within 15 days (domestic) or 60 days (international).
• Damaged Package: File a claim within 7 days of delivery.
• Delayed Package: Not received within 10 days (domestic) or 30 days (international).

All claims must be submitted via Seel’s Resolution Center within 7 days of receiving your goods. Sunaofe does not provide duplicate compensation for cases covered by Seel.

🔗 Claim with Seel

Return Conditions (All Returns)

• Non-Customer-Responsible Returns: Manufacturing defects or shipping damage. Sunaofe or AIG (if insured) will handle full replacement or refund. 
• Customer-Responsible Returns: Change of mind, wrong color/size, or personal reasons outside AIG Free Return. 20% restocking fee + return shipping fee charged to customer.
• Original Packaging Required: All returns must have original packaging (box, foam, hardware bags, etc.). Returns without original packaging may incur a 15% handling fee or be rejected. This means that if the return is due to personal reasons and you do not have insurance, you will be charged a 35% handling fee.

Return Period

• Standard returns (without insurance) must be requested within 30 days of receiving your order.
• Once approved, you have 7 calendar days to ship the item back to our warehouse.
• AIG Free Return: request must be made within 15 days for personal reasons.

Refund Method & Processing Time

Refunds are issued to the original payment method within 72 hours after inspection. Depending on your payment provider, funds may take 3–5 business days to appear.

Return Responsibility & Fees Table

Contact Us

For questions, contact our support team:
📧 service@sunaofe.com

Disclaimer

Sunaofe reserves the right to interpret, modify, or terminate this policy at any time. Coverage under Seel or AIG is subject to their respective terms, timelines, and approvals.