Returns Policy

Returns Policy

Consumers have a 7-day cooling-off period starting from the day after receipt. If the 7th day falls on a holiday, the deadline extends to the next business day. Returns require neither a reason nor a return shipping fee. For food safety reasons, some products and situations are not eligible for return or exchange.

Policy Overview

Return policy overview

Please check whether the product meets the return conditions before contacting support. Consumers have a 7-day cooling-off period starting from the day after receipt. If the 7th day falls on a holiday, the deadline is extended to the next business day. During the cooling-off period, no reason is required and no return shipping fee is charged. If the product has been opened, used, or is outside the cooling-off period, the request may not be accepted.

Eligible cases

You may request a return if

  • The product arrives damaged or defective.
  • The shipped item does not match the order.
  • The outer box has been significantly damaged in transit.
  • The request is submitted during the cooling-off period starting from the day after receipt.

Not eligible

These cases are not covered

  • The product has been opened, used, or damaged after receipt.
  • Food products cannot be restored to their original condition after opening.
  • The request is submitted after the deadline.
  • The issue is caused by personal preference or subjective reasons.

Return Fee Guide

Return fee details

For returns during the cooling-off period, no reason is required and no return shipping fee is charged. For defects, shipping errors, or other special cases, handling depends on the actual reason and support review.

Defect or shipping error

Sungertain covers the return shipping cost

  • If the issue is caused by a shipping error or damage in transit, Sungertain will arrange a replacement or refund at no cost to you.
  • Return shipping arrangements will be confirmed by our support team based on the specific situation.
  • Please keep the original packaging and photos documenting the product's condition upon receipt.

Cooling-off period return

Sungertain covers the return shipping cost

  • Returns are accepted during the cooling-off period starting from the day after receipt; the deadline extends to the next business day if the 7th day is a holiday.
  • No reason is required and no return shipping fee is charged.
  • If the product has been opened, used, or is outside the cooling-off period, eligibility will be assessed on a case-by-case basis by our support team.

Return Process

Return request process

If you need to return a product, prepare your order number, product photos, and opening record. This helps support review the case faster.

Step 1

Contact support

Describe the issue to support and include your order number and product photos.

Step 2

Wait for confirmation

Support will confirm the product condition, the reason for return, and the next steps.

Step 3

Send the product back

Follow support instructions, keep the shipping receipt, and ensure the packaging remains intact.

Step 4

Complete the process

Once the product is verified, we will process the refund, replacement, or other follow-up handling.

Exchange Process

Exchange request process

If you need to exchange a product, contact support first to explain the reason and confirm whether the exchange is eligible.

Step 1

Submit the request

Provide your order number, photos, and the reason for exchange so support can review the case.

Step 2

Confirm eligible products

If the product qualifies, support will help confirm the replacement item and any price difference.

Step 3

Complete the exchange

Follow the return and reshipment instructions. The replacement item will be sent after confirmation.

Refund Notes

Refunds and notes

Refunds are processed according to the payment method and order status. Before a refund is completed, the product condition and logistics details still need to be confirmed.

Refund method

Refund to the original payment method

  • Credit or debit card payments will be refunded to the original card used at checkout.
  • Bank transfer or other methods are handled according to support instructions.
  • Refund timing depends on the bank and payment gateway process.

Reminders

Please note before submitting

  • Please keep the product photos, outer box, and packing slip.
  • If you have questions, contact support before sending anything back.
  • Processing time may be longer during holidays and high-volume periods.