Refund and Return Policy

Effective Date: November 27, 2024

At Sunntopin, our goal is to provide you with beautiful, high-quality artwork that enriches your space. We understand that sometimes, a purchase may not meet your expectations. Therefore, we offer a comprehensive Refund and Return Policy to ensure you are fully satisfied with your experience. This policy outlines the steps and conditions for returning or exchanging products and how we handle refunds. Please review this policy carefully before making a purchase.

1. General Return Policy

We offer a 30-day return window from the date you receive your order. If for any reason you are not completely satisfied with your purchase, we will gladly accept returns under the following conditions:

  • Returns must be initiated within 30 days from the date of delivery.
  • The item must be returned in its original, unused condition, with all original packaging intact.
  • Custom or personalized artwork (including custom sizes, frames, or commissioned art) is non-returnable, except in cases of damage or defect.

2. Eligibility for Returns

To qualify for a return, your item must meet the following criteria:

  1. Condition of the Item: The artwork must be in its original condition, unused, and unaltered. This includes no signs of wear, damage, or exposure to elements that would affect its quality.

  2. Original Packaging: The product must be returned in its original packaging to ensure it is not damaged during transit. We strongly recommend keeping the original packaging for a safe return.

  3. Return Authorization: All returns must be approved by Sunntopin. Please contact our customer support team at info@sunntopin.com or call (607) 238-1457 to request a return authorization number (RAN). Returns without a valid RAN may not be processed.

3. How to Initiate a Return

If you would like to return an item, follow these steps:

  1. Contact Customer Support
    Reach out to Sunntopin’s Customer Service Team at info@sunntopin.com or call (607) 238-1457. Please include the following information in your message:

    • Order number
    • Item(s) you wish to return
    • Reason for return (optional but helpful)
    • Photos of the item (if it is damaged or defective)

  2. Return Authorization
    Our team will review your request and provide instructions for returning the item, including a Return Authorization Number (RAN). You will also be informed of any shipping details, including whether the return shipping cost is covered by Sunntopin (see below for more on return shipping).

  3. Packaging the Return
    Once you receive your RAN, carefully repackage the item in its original packaging to ensure safe return transit. Write the Return Authorization Number (RAN) on the outside of the package for reference.

  4. Ship the Return
    Ship the item back to Sunntopin at the provided address (usually the original shipping address). We recommend using a trackable shipping service and purchasing shipping insurance for higher-value items to ensure safe delivery. Sunntopin is not responsible for lost or damaged returns if the return shipment is not properly insured or tracked.

4. Return Shipping Costs

  • Domestic Returns:
    If you are returning an item for reasons other than a defect or error on our part (e.g., you changed your mind or no longer want the item), you will be responsible for the cost of return shipping.

  • Damaged or Defective Products:
    If your product arrived damaged, defective, or if we made an error with your order, Sunntopin will cover the cost of return shipping. Please contact us as soon as possible with photos of the damaged item, and we will provide a prepaid return label.

  • International Returns:
    For international orders, customers are responsible for return shipping costs unless the item is defective or damaged during transit. Customs duties and taxes may also apply when shipping items back to Sunntopin.

5. Refund Process

Once your returned item has been received and inspected, we will process your refund within 7-10 business days. The following guidelines apply:

  • Refund Method: Refunds will be issued to the original payment method used during purchase. Please allow up to 10 business days for the refund to appear on your bank statement or credit card.

  • Partial Refunds: In some cases, where the returned item shows signs of wear or damage, we may issue a partial refund based on the condition of the product. This will be assessed on a case-by-case basis.

  • Restocking Fee: A restocking fee may apply for returned items that are in unsellable condition (e.g., items returned with damage, missing parts, or without the original packaging). If a restocking fee is applied, it will be deducted from your refund amount.

6. Exchanges

At Sunntopin, we do not offer direct exchanges for returned items. If you wish to exchange an item for a different product, we recommend initiating a return and then placing a new order for the replacement item. This ensures that you receive the correct product as quickly as possible.

If you would like assistance with selecting a new piece of artwork, our customer service team is happy to offer recommendations based on your preferences.

7. Damaged or Defective Products

While we take great care in packaging and shipping our products, we understand that sometimes issues may arise during transit. If your product arrives damaged, defective, or incorrect, please contact us immediately.

To qualify for a return or refund for damaged or defective products:

  1. Contact Us within 7 Days:
    Contact Sunntopin within 7 days of receiving the damaged or defective product. Provide the order number and clear photos of the item showing the damage or defect. If the artwork is framed, please include images of the frame and packaging as well.

  2. Return Shipping Costs:
    If the product is defective or damaged upon arrival, Sunntopin will provide a prepaid return shipping label for the return of the damaged item. Once we receive the damaged item, we will either send a replacement or issue a full refund based on your preference.

8. Non-Returnable Items

The following items are non-returnable and non-refundable under any circumstances:

  • Custom or personalized artwork (e.g., custom sizes, frames, or commissioned art)
  • Gift cards or store credits
  • Digital products (if applicable)

9. Exceptions

In some cases, Sunntopin may waive or adjust certain aspects of this policy at our discretion. We may offer store credits, special accommodations, or waive restocking fees for certain situations based on the circumstances of the return. Such exceptions are handled on a case-by-case basis, and you are encouraged to reach out to customer support for more information if needed.

10. Contact Information

If you have any questions, concerns, or need assistance with the return process, please contact us at:

  • Email: info@sunntopin.com
  • Phone: (607) 238-1457
  • Address: 70 Johnson Rd, Kirkwood, New York
  • Website: sunntopin.com

Our customer support team is available Monday to Friday, from 9:00 AM to 6:00 PM EST.