Return & Refund

Enjoy a perfect after-sales policy !

Get In Touch:

(1) Email: service@sunosh.com(We respond within 24 hours on weekdays, and we are also available on weekends and holidays..)

(2) Livechat: Mon – Sat, 5pm – 7am PDT

Tips Before Buying:

At Sunosh, we want you to have the best shopping experience possible. To help you make an informed decision, we provide detailed product descriptions, measurements, and photos (or video). Please read the product descriptions and specifications carefully before making a purchase, and please contact us at service@sunosh.com for more information about any product.

What is your return policy?

1. Due to the nature of our products , we only accept returns on items that are unopened, unused, and in their original packaging with all seals intact. Once a kit has been opened, the small parts may be lost or mixed, and we cannot guarantee the integrity of the product for resale. This ensures that every customer receives a complete and factory-fresh building experience.

2. Once the package is opened, the products are considered used, and therefore cannot be returned unless defective or missing parts.

3. If the returning is due to buyer’s problem (Such as: Don’t like/ Don’t need it any longer, Order wrong product/size ), We will deduct 20% of your payment amount as a shipping cost loss (with a minimum of USD 15).

4. If you plan to return a product, please show us the pictures of the unopened package within 30 days of receiving by email. After we confirm the status of the package, we will provide you with a return address. Return shipping is at your own expense. We refuse to accept unauthorized returns and are not responsible for returns that are lost or stolen. Our customer service will process the refund or exchange for you within 7 working days after we received the package. Buyer needs to pay for the return shipping fee. Or you can keep the product and negotiate with our customer service for the refund directly.

5. Please allow up to 3-4 weeks for us to receive and process your return. If you have a question at any time regarding the status of your return, you can request an update at service@sunosh.com.

   30-DAYS RETURN POLICY
   Reason	Buyer Pay the Shipping Fee	Seller Pay the Shipping Fee	Photo Provided	Exchange Available
   Dislike/ Unsuitable	Yes			Yes
   Change Style/Color	Yes			Yes
   Shipping Wrong Items		Yes	Yes	Yes
   Quality Problem		Yes	Yes	Yes
   Artificial Reason		No	No	No

What if an item is defective or missing parts?

If an item is found to be defective or has missing pieces within 30 days of receiving it, please contact us with the following information:
(1) Order number, SKU of the item, and a brief description of the problem 
(2) Clear photos or a short video of the issue (for defects) or a photo of the instruction sheet page showing the missing part.

After confirming the problem, we will send a replacement part (if available) or replace the entire item with the same product or another of equal value.

Before reporting a missing piece or defect, please confirm the following:

(1) Have you carefully checked all sprues, bags, and packaging materials? Small parts are sometimes tucked away in corners or underneath inserts.
(2) Have you reviewed the instruction manual to ensure the part wasn't simply used in an earlier step?
(3) For complex mechanical or wooden kits, have you verified that the part isn't meant to be assembled in a specific orientation or with other pieces?

Unsuccessful delivery:

1. Parcel seized by customs: It is buyer's duty to do customs clearance. So, you should contact the customs office to take your parcel once it has been seized. Please feel free to contact us If you need any documents to clear customs(such as invoice) .
2. Status of shipment stagnated for a long time: If status of the parcel stagnated for a long time, we advise you to contact your local DHL to check it for you, at the same time, we will ask our shipping agent to figure out what happened to your parcel. You can keep in touch with us untill the parcel is delivered successfully.

Delivery on the way:

1. If the parcel is delivered unsuccessfully because of wrong address offered by buyer, or by the mistake of the buyer, We are not responsible for any loss caused.
2. If the parcel is sent to a wrong address because our mistake, we can resend the parcel to you or offer you a refund.
3. If the parcel is lost by the shipping company, please contact the delivery company and us for more details.

All the details, please send the messages to our customer service department for confirmation within 30 days of receiving it.

What if I want to cancel my order?

1. To cancel your order, please contact us at service@sunosh.com within 24 hours of your purchase for a free cancellation.

2. In most cases, your order will be processed and shipped the same day. Therefore, there is almost no way to cancel an order once it has been submitted.

3. Once an order has been processed and shipped, it cannot be canceled. Please ensure your purchase is final before placing an order.

4. After we refund you, it will take 3-7 business days to receive your refund, depending on your bank's transfer process.

What if I receive the wrong product?

If you believe we have shipped the wrong item, please contact us with the following information within 30 days of receiving it:
(1) Pictures of the shipping label (the label is on the package)
(2) Pictures showing the SKU on the product's plastic wrap bag or box
(3) Pictures of the entire package and the product

How To Return An Item

1. For the fastest possible service, contact our Customer Service Department directly about returning the item by email at service@sunosh.com. Our trained specialists will contact you within 12 hours to complete the process and answer any questions you might have.

2. After determining a course of action with a customer service agent, pack up the item and the Returns Request Form. Mail everything to: Customer Service Dept.