Returns, Refunds & Cancelation Policy

In summary:

Free returns and exchanges in all countries we ship to.

You have 14 days to return from the delivery date.

Something not right? Faulty product? Changed your mind? We’ve got you. Shop with confidence.

Details:

Our Returns and Exchanges are free in the US, Canada, UK, Australia, NZ, Brazil and the EU (also Norway and Switzerland) for all eligible products.

To make a return or exchange just click the link below to contact us via our contact page with your request. We'll send over the return instructions within 1-2 business days. 

CONTACT

 or drop us a message on social media @sunnoir. Please note we no longer disclose the email address on the website as it results in robots spamming our mailbox.

All our US, UK, AU, Brazil and EU returns are processed locally in our partner warehouses for a fast and easy return process. making returns quick and hassle-free :)

Making a Return:

If you wish to return a product, please refer to this "Return and Exchange Policy," where we explain the necessary steps for a return in detail. After receiving your return request, our team will get in touch with you within 1-2 business days.

Timeframe for Returns:

You have 14 calendar days from the date of order delivery to request a return or exchange. If the 14-day window ends on a weekend or public holiday, it will extend to the next working day. Purchases cannot be returned or refunded after this 14-day period. There are no exemptions to this rule.

Please note that items from the “SALE”, “CLEARANCE”, or “SPECIAL OFFER” categories are not returnable when purchased in our US / Australia store, as this falls under US Customer Law.

However, if the discounted item was part of a bundle package, then these bundled discounted products are returnable.

Return Costs:

Our returns and exchanges are free in the US, Canada, UK, Australia, NZ, Brazil and the EU. For orders delivered anywhere else, customers are responsible for covering the return shipping costs. Follow the return method indicated by our staff when initiating the return process. Ensure that items are returned in their original, unused, and unwashed condition, and that they include the original packaging and labels. Items with tags removed will not be accepted and are not eligible for returns or exchanges.

The customer bears responsibility for the items until they reach our warehouse. It is crucial to package the items securely to prevent any damage during transit.

Refund Process:

Once your returned items arrive at our warehouse and pass inspection, we will initiate the refund. If a product does not meet our quality standards or appears used, we reserve the right to withhold the refund and any associated costs.

If the return is not due to an error on our part, we will refund the product's amount but will not cover associated expenses such as shipping.

Refund Processing Time:

Refunds will be processed within 30 days from the date your return reaches us, provided it meets the conditions specified in this policy.

Once the refund is initiated, it may take several business days to appear in your account, depending on your bank or payment provider's processing times.

Return Conditions:

Items must be new, unused, and in a sealed condition, without signs of wear, deodorant marks, or makeup. For hygienic reasons, items that appear used cannot be returned. Items with tags removed will not be accepted and are not eligible for returns or exchanges.

However, if you got the wrong product and wish to exchange it, you can process your exchange through our system. 

If your order included a complimentary gift and you wish to return your order, the gift must also be returned. If not, the value of the gift will be deducted from your refund amount.

Exchange and Refund Options:

If you need a different size or would like to make an exchange, we’ll process your replacement once we receive the original item(s) at our warehouse. In some cases, we may offer you a store credit (in the form of a coupon) so you can place a new order directly.

If you prefer a refund instead, we’ll issue it for the full value of the returned product(s), excluding shipping costs. Refunds are processed to the original payment method within 30 days of confirming receipt of the return. Please note: all exchange conditions also apply to refunds, and only unused products are accepted.

Refunds for Multibuy Deals:

If you purchased your items as part of a multibuy offer (e.g. 2-pack, 3-pack, 5-pack) at a discounted rate, and you return part of that order, the original discount will no longer apply. Your refund will be adjusted based on the number of items you choose to keep and the discount tier that still applies.

Example:
If you purchase a 5-pack at a 35% discount and return one item, your revised order falls into the 25% discount tier (for 3+ items). As a result, your refund will reflect this adjustment and will be less than 1/5 of the original order total.

This policy ensures fairness for all customers and prevents misuse of our tiered multibuy discounts.

Returns regarding orders with free shipping:

If your order included any price-based promotions—such as (but not limited to) free shipping over a certain amount or bulk discounts for multiple items—we may adjust your refund if returning items causes your order total to fall below the required thresholds.

For example, if you purchase two items and qualify for free shipping, then return one item, your refund will be reduced by the original shipping cost if the remaining item’s value falls below the free shipping threshold.

Right of Withdrawal:

You can terminate this contract within 14 days without giving any reason. To exercise this right, please send a clear email statement to hello @sunnoir.

Items should be returned to our warehouse without delay, certainly no later than 14 days after notifying us of your decision to withdraw. We will refund all payments upon confirming the returned items meet our standards. Refunds will be processed to your original payment method, though timing might vary based on your bank or card provider's policies.

Cancellations:

You can cancel your order before it enters the processing stage, which means before it is packed and prepared for shipping. Please note that this is not a guaranteed right but a courtesy we offer whenever possible.

All cancellations are handled in accordance with US consumer law and are subject to our review and approval. We are unable to cancel any orders that have already been processed or shipped, but you may still be eligible for a refund or exchange under the conditions outlined above.

If you wish to cancel, please let us know as soon as possible, as the window between placing an order and it being processed is often very short. The exception is pre-orders, which typically allow more time for changes.

Chargebacks:

If you wish to request a refund, please contact us directly before initiating a chargeback with your bank. Should you file a chargeback without first communicating with us or returning your order (if applicable), or if your order is ineligible for a refund, we reserve the right to dispute the chargeback with your bank. Please note that chargebacks that violate our refund and return policies are generally dismissed by banks, especially if the order was delivered and not returned.

Additionally, each chargeback incurs a £10 / $15 / 15 € fee for us. If you initiate a chargeback in violation of our terms and conditions, we reserve the right to refuse future orders from you.

If you initiate a refund request and simultaneously place a chargeback, this will conflict with our refund process terms and may lead to complications in resolving the issue. The chargeback terms and conditions will apply to your current and any future orders.

Lost Orders Replacements and Refunds:

If your order status is marked as undelivered or in transit, we consider the order potentially lost only after 14 days have passed since the last significant tracking update. Once this 14-day period has passed, we can offer one of the following options: a full refund to the original payment method, store credit, or a replacement shipment.

If your order status is marked as delivered, we do not classify it as lost and cannot issue a refund to the original payment method. However, as a courtesy, we may offer a replacement or store credit if we believe the package was genuinely misplaced by the shipping carrier. In such cases, even if a replacement is provided, the order is no longer eligible for a cash refund. However, products from the replacement may still be exchanged for a different size or item, or returned for store credit if they don’t fit.

Please note that we cannot accept returns of items that have been worn, washed, or show any signs of use. This includes any items that had their tags removed.

If you send back items that are used or otherwise not in resellable condition, we cannot issue a refund. Additionally, we are unable to automatically return these items to you unless you cover both the £5 / $5 / 5 € return shipping cost and a £5 / $5 / 5 € reshipping fee, totalling £10 / $10 / 10 €.

Any disputes regarding this policy will be challenged with documented evidence provided to your bank, showing that the items were not returned in accordance with our return policy.

We kindly ask that you do not initiate chargebacks as a way to cancel your order.

Such chargebacks violate our Refund Policy and may result in being permanently blocked from placing future orders. If you have any issues with your order, please contact us directly — we're always happy to help.

Thank you for shopping with SUNNOIR. Should you have any further questions or concerns, please don't hesitate to get in touch with our team via the contact form, or hit us on social media @sunnoir. Please note we no longer disclose the email address on the website as it results in robots spamming our mailbox.