Return and refund policy

Last updated: October 5, 2026

At Suunli, customer satisfaction is our top priority. We stand behind the quality of our products and want you to be completely satisfied with your purchase. This policy outlines our return and refund guidelines.

Return Window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Requests submitted after 30 days of delivery will not be accepted.

Return Eligibility Criteria

To be eligible for a return, your item must meet the following conditions:

  • The item must be unused, unworn, and in the same condition that you received it.
  • It must be in its original packaging with all tags attached.
  • You must provide the order number, invoice, or valid proof of purchase.

Return Shipping Costs and Fees

  • Damaged, Defective, or Incorrect Items (Merchant Error): If your item arrives broken, defective, or you received the wrong product, please get in touch with us immediately with clear photos of the issue. We will provide a prepaid return shipping label at no cost to you and process a free replacement or full refund.
  • Customer Remorse (Change of Mind / Unwanted Item): If you wish to return an item due to a change of mind, incorrect choice, or personal preference, you will be responsible for covering the actual return shipping costs.
  • Restocking Fee: There is no restocking fee ($0.00) charged for any returned items.

How to Initiate a Return

  1. Contact our customer support team at support@suunli.com with your order number, the reason for the return, and photos if the item is damaged or defective.
  2. Once your return request is approved, our support team will provide you with the return authorisation, shipping instructions, and the return warehouse address.
  3. Securely pack the item in its original packaging and mail it back using a trackable shipping service.
  4. Please note: Items sent back to us without first requesting and receiving return authorisation will not be accepted.

Return Shipping Address

Authorised returns must be shipped to our designated facility:

  • Recipient: Suunli Returns Department
  • Address: Building 1, 2nd Floor, Hongfa Gaoxin Park, Shiyan Street, Baoan District
  • City: Shenzhen
  • Province/State: Guangdong
  • Postal Code: 518108
  • Country: China
  • Phone: +86 137 6004 0527

(Do not return items to any address other than the one confirmed in your return authorisation email).

Exchanges

The most efficient way to exchange an item is to return the original item following the return process above. Once your return is accepted, you can make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification, provided the product remains in its original, unused condition.

Refund Process and Timeline

  • Inspection: Once we receive your returned package at our facility, we will inspect the item within 2 to 3 business days and notify you via email regarding the approval or rejection of your refund.
  • Refund Method: If approved, your refund will be automatically processed back to your original payment method.
  • Processing Time: Financial institutions typically take 5 to 10 business days to process and post the refund back to your account.
  • Support: If more than 15 business days have passed since your return was approved and you have not received your refund, please reach out to us at support@suunli.com.

Contact Information

For any questions regarding returns, refunds, or damaged packages, please reach out to us:

  • Store Name: Suunli
  • Legal Business Name: Suunli
  • Email: support@suunli.com
  • Phone: +86 137 6004 0527
  • Address: Building 1, 2nd Floor, Hongfa Gaoxin Park, Shiyan Street, Baoan District, Shenzhen, Guangdong 518108, China