Refund policy
Returns & Refunds Policy
1. Right of Withdrawal
Orders delivered within the European Union
Customers purchasing products online for personal use have the right to withdraw from their purchase within 14 days of receiving their order, without providing a reason.
The withdrawal period expires 14 days after the day on which the customer, or a third party designated by the customer other than the carrier, takes physical possession of the goods. Where an order consists of multiple items delivered separately, the withdrawal period generally begins upon receipt of the final item.
To exercise the right of withdrawal, customers must notify Sunri Life of their decision before the withdrawal period expires. Notification may be submitted through:
- Our returns portal: sign in using the email address you used to place your order. You can request your return in the order overview.
- Email: support@sunrilife.com
- The model withdrawal form provided in Section 8.
When submitting your return request, please add “Right of withdrawal” in the comments so we can direct your request to the right process. You don’t need to explain why you’re returning the item.
Following notification of withdrawal, customers must return the goods without undue delay and no later than 14 days after communicating their decision to withdraw.
Orders delivered outside the European Union
For orders delivered outside the European Union, Sunri Life voluntarily offers a 14-day return period, subject to applicable mandatory local consumer protection laws.
Customers must notify Sunri Life within 14 days of receiving their order and return the goods within a further 14 days.
For voluntary returns outside the EU, products must be unused, in their original condition and, where reasonably possible, returned with their original packaging and accessories.
2. Return Procedure
Customers are responsible for securely packaging returned products to prevent damage during transportation.
Please include the original packing slip with your return where possible. Alternatively, include a copy of your order confirmation or a handwritten note showing your name and order number.
Send your return to:
SUNRI RETURNS
Kolibri Logistiek BV
Industrieterrein Distripark Doelwijk
Transportweg 7–15
2742 RH Waddinxveen
The Netherlands
Customers may select a shipping carrier of their choice.
For returns made under the right of withdrawal or the voluntary change-of-mind return policy, the direct costs of return shipping are borne by the customer.
Sunri Life recommends using a tracked shipping service and retaining proof of shipment until the refund has been completed.
Customers may provide their tracking number to support@sunrilife.com to assist with return identification. Providing tracking information is optional and is not a condition for exercising the statutory right of withdrawal.
3. Condition of Returned Products
For returns under the statutory right of withdrawal, customers may inspect and handle products to the extent necessary to establish their nature, characteristics and functionality, as they would be permitted to do in a physical retail store.
Products should be handled with reasonable care and, where possible, returned with their original packaging and accompanying accessories.
Customers may be held liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functionality, in accordance with applicable law.
Opening the original packaging does not, in itself, invalidate the statutory right of withdrawal.
4. Refunds
4.1 Refunds for EU statutory withdrawals
Where a customer exercises the statutory right of withdrawal, Sunri Life will reimburse all payments received in relation to the withdrawn purchase, including the original standard delivery costs where applicable.
If the customer selected a delivery method more expensive than the least expensive standard delivery option offered by Sunri Life, the additional delivery costs will not be reimbursed.
For partial returns, original delivery charges will generally not be refunded unless required by applicable law.
Reimbursement will be made without undue delay and no later than 14 days after Sunri Life receives the customer's withdrawal notification.
Sunri Life may withhold reimbursement until the returned goods have been received or the customer has supplied evidence of having sent the goods back, whichever occurs first.
4.2 Refunds for voluntary returns outside the EU
For voluntary returns outside the European Union, original delivery charges are non-refundable unless otherwise required by applicable law.
Where no shorter mandatory refund deadline applies, refunds will be processed within 10 business days after receipt and inspection of the returned goods.
Customers are responsible for return shipping costs and any applicable customs charges, subject to mandatory local consumer protection laws.
4.3 Refund method
Refunds will be issued using the original payment method unless the customer expressly agrees otherwise.
No additional fees will be charged for refunds made under the statutory right of withdrawal.
The time required for the refunded amount to appear in the customer's account may vary depending on the payment provider.
For refund enquiries, customers may contact support@sunrilife.com.
5. Damaged, Defective or Incorrect Products
Customers who receive damaged, defective or incorrectly supplied products should contact support@sunrilife.com, providing their order number, a description of the issue and, where available, supporting photographs.
Alternatively, you can notify us through our returns portal: sign in using the email address you used to place your order. You can request your return in the order overview, please mention the reason for your request.
Sunri Life will assess the reported issue and provide an appropriate remedy in accordance with applicable consumer protection laws.
Depending on the circumstances and applicable statutory rights, remedies may include repair, replacement, a price reduction or a refund.
Where a return is necessary to remedy a defective or incorrectly supplied product, Sunri Life will arrange or cover the necessary return shipping costs.
Nothing in this policy limits or excludes the customer's statutory rights relating to defective or non-conforming goods, including applicable legal guarantees.
6. Exceptions to the Right of Withdrawal
The statutory right of withdrawal may not apply to certain categories of products where an exception is permitted under applicable law, including:
- Products manufactured according to the customer's specifications or clearly personalised for the customer.
- Sealed products that are unsuitable for return for reasons of health protection or hygiene, where the seal has been removed after delivery.
Exceptions apply only where the relevant statutory conditions are satisfied.
Discounted or sale products remain eligible for statutory withdrawal unless a specific legal exception applies.
The exclusions in this section do not affect statutory rights relating to defective or incorrectly supplied products.
7. Exchanges
Sunri Life does not currently offer direct product exchanges.
Customers wishing to purchase a different product, colour or variation may return their original purchase in accordance with this policy and place a new order.
8. Model Withdrawal Form
Customers may use the following form to exercise their statutory right of withdrawal. Use of this form is optional.
To:
SUNRI LIFE
Business address:
SGOP GREEN OFFICE LIMITED
Room F, 8/F, Wang Cheong Building
No. 251 Reclamation Street
Kowloon, Hong Kong
Registration number:
66933504
Email: support@sunrilife.com
We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:
Product(s): __________________________
Order number (optional): __________________________
Ordered on: __________________________
Received on: __________________________
Name of consumer(s): __________________________
Address of consumer(s): __________________________
Date: __________________________
Signature of consumer(s) (only if this form is submitted on paper): __________________________
9. Contact Information
For questions regarding returns, withdrawals or refunds, customers may contact:
Sunri Life
Email: support@sunrilife.com
Website: www.sunrilife.com
Legal entity: Sunri Life / SGOP Green Office Limited
Registered address: Room F, 8/F, Wang Cheong Building
No. 251 Reclamation Street
Kowloon, Hong Kong
This policy does not limit any mandatory consumer rights available under applicable law.