Because office furniture is oversized and heavy, ALL returns MUST be disassembled and packed in the original Sunaofe box with its original protective foam. Returns requested without the original packaging will be rejected, or if accepted exceptionally, will be subject to a significant repacking and damage-liability fee deducted from your refund.
Return Policy Overview
We want you to love your ergonomic setup. To provide the best experience, your return timeframe and shipping fees depend on whether you added VIP Protection & Free Returns at checkout.
👑 VIP Protection Returns (Highly Recommended)
Orders placed with VIP Protection at checkout enjoy an extended, worry-free trial period.
- 60-Day Trial Window: You have up to 60 days from delivery to request a return for any reason.
- $0 Return Shipping Fee: We provide a pre-paid return label. Your return shipping costs are fully covered.
- Condition: Item must be in like-new condition and in original packaging.
Standard Returns (No Protection Added)
If you opted out of VIP Protection at checkout, standard return rules apply:
- 14-Day Window: Returns must be requested within 14 days of delivery.
- Return Shipping Fee Applies: We will provide a return label for your convenience, but a 15% - 20% return shipping fee (based on item size/weight/location) will be deducted from your final refund amount.
- Condition: Item must be in like-new condition and in original packaging.
Responsibility & Fees Overview
| Reason / Situation | 👑 With VIP Protection (AIG) | Standard Order (No Protection) |
|---|---|---|
|
Return (Change of Mind / Comfort) |
0 - 60 Days: $0 Fee Full refund. We cover return shipping. |
0 - 14 Days: 15% - 20% Fee Return shipping cost deducted from refund. |
|
No Original Box (Anytime) |
Return Rejected OR Additional Penalty Fee | Return Rejected OR Additional Penalty Fee |
|
Transit Issue (Lost / Damaged by Carrier) |
Priority Instant Resolution Processed via AIG Claim Portal. |
Standard Resolution Covered by Sunaofe. Must contact our support team. |
|
Defective Product (Mechanical Failure) |
Covered by Warranty. Free replacement parts. | Covered by Warranty. Free replacement parts. |
🛡️ File a Claim (VIP Protection & Warranty)
Use the links below to file claims for transit issues (if VIP Protection was purchased) or product warranty defects.
Additional Information
A. Exchanges
We do not offer direct exchanges. To exchange an item, please initiate a return for the original item and place a new order for the desired item.
B. Order Cancellations
- Before Shipping: You may cancel your order for a full refund at any time before it has left our warehouse.
- After Shipping: If the order is already in transit, it cannot be canceled. You will need to receive the package and initiate a return process. Please do not refuse delivery, as carrier Return-To-Sender fees (often $50-$100) will be strictly deducted from your refund, regardless of protection plan status.
Contact Us
To initiate a return or if you have questions about your order, please contact our support team with your Order Number and Photos of the original packaging:
Refund Timing: Refunds are processed within 3-5 business days after the warehouse receives and inspects the return. Your bank may take additional time to reflect the funds in your account.
Sunaofe reserves the right to update this policy at any time.