Refund policy

Last updated: 17 September 2026

This Return Policy describes the complete return procedure of Sunves. A return is accepted and refunded only when every step on this page has been followed.

1. Return period

You have 14 days to withdraw from your purchase. The period starts on the day after the parcel is delivered according to the carrier's tracking. When one order arrives in several parcels, the period starts on the day after the last parcel is delivered. A return request that reaches us after these 14 days is not accepted.

2. How to request a return

Email help@sunves.com within the 14-day period, from the email address used for the order, and state:

your order number;
your full name;
which item or items you are returning.

You are also free to use the withdrawal form at the bottom of this page. We confirm your request by email within 2 business days and send you the return instructions with the return address and your return number.

Do not send anything back before you have received these instructions. The sender address on the parcel you received is a logistics hub and is not a return address. Parcels sent to that address, or to any address other than the one in our return instructions, do not reach us and are not refunded.

3. Sending the item back

Ship the item within 14 days after the day you sent your return request.
The cost of returning the item is paid by you. The return address is located in China, because our products are dispatched from there. Postage to China is higher than postage within your own country, and you pay the rate of the postal or courier service you choose. We do not provide prepaid return labels and we do not reimburse return postage.
Use a postal or courier service with a tracking number and email us that number. Until the parcel is delivered at the return address, the shipment is at your risk. A return parcel that is lost without a tracking number is not refunded.
Write your return number on the outside of the parcel.
Pack the item in a sturdy outer box or mailer. Do not put shipping labels or tape on the product box, shoe box or dust bag itself.

4. Condition of returned items

During the return period you are allowed to handle and try the item in the way you would in a physical shop. That means: you take it out of its packaging, look at it and try it on indoors. Returned items therefore have to be:

unworn outside, unused and unwashed;
free of scratches, stains, creases from use, perfume, make-up and odours;
for sneakers: with clean, unmarked soles;
complete, with every tag, protective film, dust bag, box, card and accessory that came with it.

When a returned item shows use beyond trying it on, is damaged or is incomplete, we deduct the resulting loss of value from your refund. The deduction equals the amount by which the item has lost resale value and reaches 100% of the item price when the item is no longer sellable. We inform you of the deduction by email with photos of the item as we received it.

5. Refunds

We inspect every return within 3 business days after it arrives at the return address and email you the result.
We issue the refund within 14 days after the day we received your return request. We withhold the refund until the item has arrived at the return address, or until you have sent us proof of shipment with a working tracking number, whichever happens first.
The refund is paid to the payment method used for the order. We do not refund to a different account, to a third party or in cash. After we issue it, your bank or card issuer needs up to 10 business days to show it on your statement.
We refund the amount you actually paid for the returned item, after discounts.
When you return the entire order, we also refund the outbound shipping fee you paid. When you keep one or more items, the outbound shipping fee is not refunded.
Return postage and the Shipping Protection fee are not refunded.

6. Returns from orders with a discount

Our quantity discount depends on the number of eligible items in one order. When you return part of such an order, the discount is recalculated for the items you keep. Your refund equals the total you paid minus the price of the kept items at the discount level that applies to that smaller number of items. This is how it works with 3 items bought at 15% off, of which you return 1: the 2 items you keep qualify for 10% off, and your refund is the amount you paid minus the price of 2 items at 10% off.

A discount code used on a returned order is not reissued, extended or exchanged for money.

7. Exchanges

We do not exchange items for another size, colour or product. Return the item under this policy and place a new order for the item you want. Every product page states the sizes and measurements of the item, so check these before ordering.

8. Cancelling an order

An order is cancelled free of charge when your cancellation email reaches us before the order has been forwarded to our fulfilment partner. We confirm by email whether your cancellation arrived in time. After the order has been forwarded it is already being packed or shipped and is not stopped any more. It then follows the return procedure on this page once it has been delivered.

9. Refused, uncollected and undeliverable parcels

Refusing a parcel, not collecting it from a pickup point, or giving an address at which the carrier is unable to deliver is not a return request. When such a parcel comes back to us, we refund the items after receipt, minus the outbound shipping cost and the return charge the carrier bills us for that parcel. When the parcel does not come back to us, no refund is made.

10. Damaged, defective or incorrect items

Check your order on arrival. When an item arrives damaged, has a defect or is not the item you ordered, email help@sunves.com within 14 days after delivery with:

your order number;
a clear photo of the item that shows the problem;
a photo of the shipping label on the parcel.

After we have confirmed the problem from the photos, we send a replacement at no cost to you. When the item is no longer in stock, we refund the price you paid for it. We tell you by email whether the item has to be sent back; when it has to be, we pay for that return.

The following are not defects: normal wear, scratches and dents from use, damage from dropping or pulling, fading or tarnishing of plated jewellery caused by water, sweat, perfume, lotion or cleaning products, colour transfer onto or from leather, and small differences in colour between your screen and the product.

This section does not limit the legal guarantee of conformity that consumers have under the law of their country.

11. Returns that are not accepted

Returns requested after the 14-day period.
Items sent back without a return request and return number.
Items sent to an address other than the one in our return instructions.
Items not shipped within 14 days after the return request.
The Shipping Protection fee, which is a service that has been fully performed once the order has been dispatched.

Items that reach us in breach of these points are held for 30 days. Within that period we ship them back to you once you have paid the shipping cost. After 30 days we are no longer obliged to store them.

12. Withdrawal form

Copy this text into an email to help@sunves.com only when you want to withdraw from your purchase:

To Sunves, help@sunves.com. I hereby give notice that I withdraw from my contract of sale of the following goods: [items]. Order number: [number]. Ordered on: [date]. Received on: [date]. Name: [name]. Address: [address]. Date: [date].