Refund & Return Policy
At Suunli, we stand behind the craftsmanship of our handmade polymer clay creations. We understand that sometimes a return is necessary, and we aim to make this process as transparent and straightforward as possible.
Last Updated February 2026
The Suunli Legacy: Craftsmanship and Customer Care
Suunli’s Online Journey began on December 12, 2024. Since our inception, we have been committed to creating unique, high-quality accessories, including our signature Polymer Clay Tassel Bookmarks, Earrings, Necklaces, and Keychains. Operating from our creative hub in Shenzhen, China, we ship our products directly to our customers in the USA.
Over the years, our growth has been fueled by a "customer-first" philosophy. We recognize that purchasing artisanal jewelry online requires trust, which is why we offer a comprehensive return policy for both defective and non-defective items. Whether you are in the heart of New York or the coast of California, our team is dedicated to ensuring you are satisfied with your Suunli experience.
Return Guidelines
We offer a 30-day return policy, which gives you 30 days after receiving your item to request a return.
Eligibility and Condition
To be eligible for a return, your item must meet the following criteria:
- The product must be in New Condition.
- It must be unworn or unused.
- It must have all original tags attached.
- It must be in its original packaging.
Return Process
To initiate a return, please follow these steps:
- Contact our support team at support@suunli.com.
- If your return is accepted, we will send you detailed instructions on how and where to mail your package.
- Please do not send items back to us without first requesting a return, as they may not be processed correctly.
Restocking Fees
We believe in fair service; therefore, we do not charge any restocking fees on returns.
Return Shipping Costs
Responsibility for shipping costs depends on the reason for the return:
- Defective or Damaged Products: If you receive an item that is defective, damaged, or the wrong product altogether, Suunli will bear the full cost of return shipping. We will provide you with a prepaid return label.
- Customer Remorse: If you changed your mind, purchased the wrong size/style, or no longer want the item, you (the customer) are responsible for the actual cost of return shipping.
Refunds
Once we have received and inspected your returned item, we will notify you via email regarding the status of your refund.
- Approval: If the return is approved, the refund will be processed automatically.
- Timeline: You will be refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
Secure Shopping Guarantee
Your financial safety is a priority at Suunli. Our store is protected by an SSL certificate, guaranteeing that your personal and payment information is securely encrypted and safe from hackers. We accept the following secure payment methods:
- American Express, Discover, Google Pay, JCB, Mastercard, PayPal, and Visa.
Contact Our Support Team
Our team is active and responsive. If you have any questions regarding your order or this policy, please reach out via phone, email, contact form, or live chat.
- Email: support@suunli.com
- Phone & WhatsApp: +86 137 6004 0527
- Office Address: Building 1, 2nd Floor, Hongfa Gaoxin Park, Shiyan Street, Baoan District, Shenzhen, Guangdong 518108, China
- Support Hours: Monday – Friday, 09:00 AM – 05:00 PM (EST - New York)
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