Refund & Return Policy

Last Updated: January 2026

Our Promise of Satisfaction

Since our founding on October 12, 2024, Suunli has been committed to delivering not only premium indoor decorative lighting but also complete peace of mind with every purchase. We stand behind the quality of our products, which are carefully curated and shipped from our headquarters at Building 2, Hongfa High-tech Park, Shiyan Street, Baoan District, Shenzhen, China 518108. This Refund & Return Policy outlines our clear, fair, and customer-focused procedures to ensure your complete satisfaction, reflecting the transparent and reliable service that defines our brand.

1. General Return Eligibility

We accept returns for both defective and non-defective items under the following conditions:

  • Return Window: You have 30 days from the date of delivery to initiate a return.
  • Product Condition: All items must be returned in new, unused, and original condition, with all original packaging, accessories, manuals, and tags intact. Products must show no signs of installation, wear, or damage.
  • Pre-Approval Required: You must obtain a Return Authorization (RA) from our Customer Support Team before sending any item back. Returns received without prior authorization will not be accepted and may be sent back to you at your expense.

2. How to Initiate a Return or Exchange

Follow these steps to begin the process:

  1. Contact Support: Within the 30-day window, contact our team via:
    • Email: support@suunli.com
    • Live Chat: On our website during business hours.
    • Phone/WhatsApp: +86 187 7313 2568
  1. Provide Details: Have your order number and the reason for return ready.
  2. For Damaged/Defective Items: You must send clear photos or a short video of the damage or defect via WhatsApp to the number above for immediate assessment.
  3. Receive Instructions: Once approved, we will provide you with a Return Authorization number and specific instructions for mailing the item to our designated return facility.

3. Return Shipping & Associated Costs

  • Customer-Responsible Returns: For returns due to change of mind, incorrect sizing (for applicable items), or non-defective reasons, the customer is responsible for the cost of return shipping to our facility. We recommend using a trackable and insured shipping service.
  • Suunli-Responsible Returns: If the item is defective, damaged upon arrival, or we sent an incorrect product, Suunli will cover the return shipping costs. We will provide a prepaid return shipping label or arrange a pickup where available.

4. Refund Processing

  • Inspection: Upon receipt at our return facility, your item will be inspected to ensure it meets the conditions outlined in Section 1.
  • Processing Time: Once the return is approved, refunds are processed within 5 business days.
  • Refund Method: All refunds are issued to the original payment method used for the purchase (e.g., credit card, PayPal, Google Pay). Transaction security is maintained throughout, as all payments are processed via our SSL-certified secure checkout.
  • Bank Posting: Please allow 5-10 additional business days for the refund to be reflected in your account, depending on your bank or payment provider's policies.
  • Restocking Fees: We charge no restocking fees on any approved return.

5. Exchanges

We are happy to facilitate exchanges for a different product, subject to stock availability. The exchange process follows the same initiation steps as a return. Any price difference will be charged or refunded accordingly. Exchanges may extend the total delivery time, as the new item will be shipped from our Shenzhen warehouse with the standard 8-14 business day transit estimate.

6. Non-Returnable Items & Situations

For safety and hygiene reasons, we cannot accept returns for:

  • Items that have been installed, used, altered, or damaged after delivery.
  • Items not in their original packaging.
  • Items returned without a Return Authorization (RA) number.
  • Items purchased more than 30 days before the delivery date.

7. Secure & Efficient Communication

Your personal information remains protected throughout the return process. All communications and transactions are supported by our website's SSL certificate, ensuring your data is encrypted. We offer multiple, responsive channels to make the return process as smooth as possible.

8. Customer Support for Returns

Our dedicated support team is available to guide you through the return process during the following hours (Central Standard Time):

  • Monday – Friday: 9:00 AM – 6:00 PM
  • Saturday: 10:00 AM – 3:00 PM
  • Sunday: Closed

For the fastest resolution on damaged items, please use WhatsApp (+86 187 7313 2568) to send visual evidence.

Get the latest news, offers, and lighting inspiration—subscribe to our emails and follow us on social media.

Thank you for your trust in Suunli. We are here to ensure your experience with us is illuminated with quality and confidence.

The Suunli Team