Refund Policy

1. Cancellation
2. Dead on Arrival (DOA)
3. 30 Day Money Back Guarantee
4. Warranty Exemptions and Notes
5. How to Request Warranty (Return, Repair and Refund)
6. Missing Items, Wrong Items or Package Sent
7. Returns and Compensation Process
 
1. Cancellation
We only accept order cancellation before the product is shipped out.
 
7 Day Dead on Arrival (DOA) Guarantee
If your item arrives damaged or is not working, please follow the warranty process and contact our Support Center for RMA authorization within 7 days of the order being received. After returning the product to the address provided by our support team, we can send you a new item free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund. Enjoy total peace of mind: every single purchase is 100% risk-free each time you shop at Sunveno.
 
Special Notes:
(1). Customers must first send a clear photo or video of the damaged or defective product and the shipping packaging before we can consider issuing RMA authorization. Please use good lighting, and a close to medium distance, so we can identify and verify the issue(s). please send attachments to support@sunvenousa.com.
(2). After Sunveno has received the returned product and confirmed the product is faulty, the return shipping cost will be refunded based on a valid return receipt. For example, if the return shipping fee is 20 USD, Sunveno will refund the same amount of 20 USD to the customer. If our technical team determines the item is not DOA, Sunveno will not compensate for the return shipping fee. Refund requests for a return shipping fee without a valid RMA return receipt slip will not be accepted.
(3). Product returns must be via one of Sunveno's approved shipping methods.
 
30 Day Unconditional Refund Guarantee for Unopened & Unused Items
If for whatever reason you do not want your item within 30 days of receiving it, you may also contact us for a return and refund. Kindly note that in such cases the return shipping fee is the customer's responsibility and is non-refundable. Items MUST be returned in their original packaging, unused and unopened to qualify for a product refund.
 
Note that the returns shipping fee is non-refundable and products must be returned unopened and unused for a refund.
 
30 Day Money Back Guarantee
For most items, in the unlikely situation that your product is faulty, you can send it back for a refund or item exchange within 30 days of receiving it. Return shipping reimbursement is not available for this.
 
Warranty Exemptions and Notes
All returns must first be authorized by Sunveno's Support Team before return. Please kindly refer to the following steps in " How to a request warranty" below. For incomplete warranty requests, Sunveno reserves the right to refuse any compensation. If the customer has returned the package without prior authorization (RMA Form), sends to the wrong address, returns an incorrect item, or submits an empty package, then again Sunveno reserves the right to refuse any compensation.
 
All returns will be inspected by our technical team upon arrival. If the returned item cannot be repaired, Sunveno will offer an alternative solution.
 
Special Notes:
(1). The shipping fee for returning the product back will be paid by the customer and is non-refundable except for in 7 days DOA situations.
(2). During the return shipping, the customer is responsible for any and all customs charges, duties or tariffs during the items return to our warehouse. In these cases, we will deduct the customs fees from your authorized refund amount.
(3). Sunveno will by default resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.
(4). In case of any misuse, any and all repairs, accessories and shipping fees, both ways, are fully the customer’s responsibility and are at their own expense.
 
How to Request Warranty (Return, Repair and Refund)
(1). If your item has an issue, please first email to our Support Center
Please carefully follow our warranty process to minimize any delays: 1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product code (SKU number).
(2). Tell us what steps you have already taken to resolve the issue.
(3). Provide the item code indicated on the outer packaging.
(4). Send a clear photo or video showing the defect(s); these should be taken under good lighting.
NOTE: Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s). We will always do our very best to help you. Thank you in advance for providing all the information stated above.
 
Missing Items, Wrong Items or Package Sent
Please be sure to open the parcel and carefully check the contents before signing for the package.
For any issues, please carefully follow our warranty process to minimize any delays:
(1). Contact ours with your order number and the product code (SKU number).
(2). Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.
 
Possible Solutions:
(3). If there is an item missing, we will resend the missing item/accessory for free within the warranty period.
(4). If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). Sunveno will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.
 
Returns and Compensation Process
If you have any after-sales issues, please contact our Support Center and they will offer you a solution according to your case. They will confirm whether you need to return the item and to which address you may return it to.
 
This following section describes the processing time required upon receiving your returned item.
 
For exchanges, the processing time for the exchanged item will be between 3-6 business days, upon receiving your item back and depending on stock availability.
 
For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this, the refund time will depend on the payment method. Please see below for details:
Wallet refunds will take up to 24 hours to process and appear in your Sunveno account.
PayPal refunds may take up to 48 hours to process and appear in your account.
Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.

US Office: 4201 E Santa Ana Ave Unit E, Ontario, CA 91761-1554
Tel.: +1 9093902111
Email: support@sunvenousa.com