Refund and Returns Policy – SunrayHato

Effective Date: December 31, 2024

At SunrayHato, we want our customers to be completely satisfied with their purchases. If for any reason you are not satisfied with your order, we offer a straightforward Refund and Returns Policy to ensure that you have a seamless and stress-free shopping experience.

By shopping with us, you agree to the terms outlined in this policy. Please read carefully to understand how to return or exchange an item, and what steps to take in the event of a refund request.

1. Return Eligibility

We accept returns under the following conditions:

  • Return Window: Items must be returned within 30 days from the date of delivery.
  • Condition of Items: Products must be in unused, unwashed, and undamaged condition. All original tags, packaging, and accessories must be included.
  • Non-returnable Items: Certain products are non-returnable for hygiene or safety reasons. These include opened headphones or audio products that have been used or are no longer in their original packaging.
  • Proof of Purchase: A receipt or proof of purchase is required to process the return.

2. How to Initiate a Return

If you wish to return an item, please follow these steps:

  1. Contact Us: Send an email to info@sunrayhato.com or call our customer service team at (216) 331-0883 to initiate a return request. Please provide your order number and reason for return.

  2. Return Authorization: Our customer service team will issue you a Return Authorization Number (RA#), which must be included with your return. Without this number, we may not be able to process the return.

  3. Pack the Item: Carefully package the item, including all original packaging, accessories, and documents. Ensure that the item is in its original, unused condition.

  4. Return Shipping: Customers are responsible for the cost of return shipping, unless the item is defective or incorrect. We recommend using a traceable shipping service to return the product to ensure its safe arrival.

3. Refunds

Once we receive your returned item and confirm it meets our return criteria, we will process your refund as follows:

  • Refund Method: Refunds will be issued to the original payment method used during the purchase. If you paid via credit card, it may take 5-7 business days for the funds to appear in your account, depending on your bank’s processing time.

  • Refund Amount: We will refund the full purchase price of the returned item(s), excluding any original shipping charges (if applicable). If the return is due to our error (e.g., defective or incorrect item), we will cover the cost of return shipping.

  • Partial Refunds: If an item is returned in used, damaged, or incomplete condition, we may offer a partial refund or refuse the return.

4. Exchanges

If you wish to exchange an item for a different size, color, or model, we recommend processing a return and placing a new order. We are unable to process direct exchanges through the return process. Please follow the steps in the Return Eligibility and How to Initiate a Return sections to return the item, and then make a new purchase through our website.

5. Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately at info@sunrayhato.com or (216) 331-0883. We will guide you through the process of returning the damaged or defective item at no cost to you.

  • Photographic Evidence: We may request photos of the damage or defect to assist in processing the return or exchange.

  • Replacement or Refund: Depending on your preference and product availability, we will either send a replacement item or issue a full refund, including the return shipping costs.

6. Late Returns

Returns received after the 30-day return window will not be accepted. If you have any concerns or questions regarding a late return, please contact us as soon as possible. In certain exceptional cases, we may offer a store credit or partial refund at our discretion.

7. How to Contact Us

If you have any questions about our Refund and Returns Policy or need assistance with your return, please contact us at:

8. Customer Satisfaction Guarantee

At SunrayHato, customer satisfaction is our top priority. We strive to ensure you have a positive shopping experience, and we are here to assist you with any concerns or questions related to your purchase. If for any reason you are not completely satisfied with your order, don’t hesitate to contact us, and we’ll do our best to resolve the issue to your satisfaction.

Effective Date: December 31, 2024

By purchasing products from SunrayHato, you agree to the terms outlined in this Refund and Returns Policy.