Refund policy

 

This Return and Refund Policy applies to purchases made through sunferer.store.

For questions regarding a return, refund, damaged product, incorrect item, or statutory consumer right, please contact:

Email: info@sunferer.store

1. Statutory Right of Withdrawal

Consumers purchasing online in France and the European Union generally have the right to withdraw from an eligible purchase within 14 calendar days without providing a reason.

The withdrawal period normally begins on the day after:

• the customer receives the product;

• a person designated by the customer receives the product;

• the final product is received when one order is delivered separately;

• the final part or lot is received when a product is delivered in several parts.

To exercise the right of withdrawal, the customer must send a clear statement before the 14-day period expires.

The statement should be sent to:

info@sunferer.store

2. Information to Include

A withdrawal or return request should preferably include:

• the customer’s full name;

• the order number;

• the email address used for the order;

• the product being returned;

• the date of delivery;

• a clear statement confirming the decision to withdraw.

The customer is not required to provide a reason when exercising the statutory right of withdrawal.

3. Return Instructions

Customers must contact us before returning a product.

After receiving the request, we will provide the appropriate return instructions and authorised return address.

Products should not be returned to an address printed on the original parcel unless customer service confirms that the address is authorised to accept returns.

Unauthorised returns may be delayed, refused by the receiving facility, or become difficult to identify.

4. Return Deadline

After notifying us of the decision to withdraw, the customer must send the product back without unnecessary delay and no later than 14 calendar days after the notification.

The deadline is respected when the customer dispatches the product before the 14-day return period expires.

We strongly recommend using a tracked shipping service and keeping proof of postage.

5. Condition of Returned Products

Customers may inspect and handle products only to the extent reasonably necessary to determine their nature, characteristics, sizing, appearance, and functionality.

Returned products should, where reasonably possible, include:

• original labels;

• accessories;

• packaging;

• instructions;

• promotional items supplied with the order.

A missing original package does not automatically remove the customer’s statutory rights.

However, the customer may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect the product.

Clothing should not be returned after being:

• worn for an extended period;

• washed;

• altered;

• stained;

• damaged by the customer;

• contaminated by perfume, smoke, cosmetics, or other substances;

• used beyond a normal fitting examination.

Any lawful deduction will be proportionate to the actual loss in value.

6. Return Shipping Costs

When a return is made because the customer changed their mind, the direct return shipping cost is generally the customer’s responsibility.

sunferer.store will cover reasonable return shipping costs when the return results from:

• an incorrect item;

• an incorrect size sent by us;

• an incorrect colour sent by us;

• a damaged product;

• a defective product;

• a materially non-conforming product;

• an error caused by sunferer.store.

Customers must contact us before arranging such a return.

7. Refunds

When a valid withdrawal is exercised, we will refund eligible payments received for the returned products.

The refund will also include the original standard delivery cost where legally required. Since sunferer.store provides free standard shipping, no standard delivery charge is normally included in the order total.

Refunds will be issued no later than 14 calendar days after we are informed of the withdrawal.

We may delay the refund until:

• we receive the returned products; or

• the customer provides sufficient proof that the products were sent back.

The refund will normally be made using the same payment method used for the original purchase.

8. Processing Time After Refund Approval

Once a refund is issued, additional processing time may be required by:

• the customer’s bank;

• the card issuer;

• the payment provider;

• Shopify Payments or another payment processor.

This processing time is controlled by the financial provider and may vary.

9. Damaged, Defective, or Incorrect Products

Customers should inspect products after delivery.

If an item is damaged, defective, incomplete, incorrect, or does not match the order, the customer should contact:

info@sunferer.store

The request should include:

• the order number;

• a description of the issue;

• photographs of the product;

• photographs of the packaging;

• a photograph of the shipping label, where available.

Photographs help us investigate the issue but do not remove statutory consumer rights where providing photographs is not reasonably possible.

Depending on the circumstances, we may offer:

• repair;

• replacement;

• reshipment;

• a missing part;

• a price reduction;

• partial refund;

• full refund.

10. Legal Guarantee of Conformity

Products sold through sunferer.store are covered by the statutory legal guarantee of conformity applicable under French consumer law.

A product may be considered non-conforming when it:

• does not match its description;

• does not possess the stated characteristics;

• is unsuitable for its normal intended use;

• is incomplete;

• is defective;

• differs materially from the product ordered.

The legal guarantee of conformity may generally be exercised for two years from delivery, subject to applicable legal conditions.

The consumer may be entitled to request repair or replacement without charge.

Where repair or replacement is impossible, unreasonable, excessively delayed, or causes major inconvenience, the consumer may be entitled to a price reduction or cancellation of the purchase.

11. Hidden Defects

Products may also be covered by the legal guarantee against hidden defects.

This applies where a hidden defect existing at the time of purchase makes the product unusable or reduces its usefulness so significantly that the customer would not have purchased it, or would have paid a lower price, if the defect had been known.

The available remedy may include:

• returning the product for a refund; or

• keeping the product and receiving a price reduction.

12. Exceptions to the Right of Withdrawal

The statutory right of withdrawal may not apply to certain legally excluded products, including:

• clearly personalised products;

• products made according to the customer’s specifications;

• sealed hygiene products after the seal has been removed;

• products that deteriorate rapidly;

• products inseparably mixed with other goods;

• other products legally excluded from withdrawal rights.

An exception will only be applied when the legal conditions for that exception are satisfied.

13. Promotional and Sale Products

Products purchased during a sale, promotion, clearance event, or discount campaign remain covered by statutory consumer rights.

Promotional products may be returned under the same legal withdrawal conditions unless a lawful exception applies.

14. Exchanges

We cannot guarantee that another size, colour, style, or product will remain available while a return is being processed.

Customers who need a replacement quickly may:

1. return the original product under this policy; and

2. place a new order separately.

Where a product is defective or non-conforming, replacement may be offered as a statutory remedy.

15. Order Cancellation Before Shipping

Customers may request cancellation by contacting:

info@sunferer.store

We will make reasonable efforts to cancel the order before dispatch.

Cancellation cannot be guaranteed once the order:

• has entered fulfilment;

• has been packed;

• has received a shipping label;

• has been handed to the carrier.

If the order has already shipped, the customer may exercise any applicable withdrawal rights after delivery.

16. Unclaimed or Refused Parcels

Refusing or failing to collect a parcel does not automatically constitute a clear withdrawal statement.

Customers who wish to withdraw should notify:

info@sunferer.store

Where a parcel is returned because of an incorrect address, refusal, or failure to collect, the available refund or reshipment options will be reviewed according to the circumstances and applicable consumer law.

17. Late or Missing Refunds

If a refund confirmation has been received but the funds are not visible, the customer should:

1. check the relevant bank account;

2. contact the card issuer;

3. contact the payment provider;

4. allow the provider’s normal processing period;

5. contact info@sunferer.store if the refund still cannot be located.

18. Withdrawal Form

Customers may use the following wording:

To sunferer.store,

I hereby notify you that I wish to withdraw from my purchase of the product or products identified below.

Customer name:

Order number:

Products concerned:

Order date:

Delivery date:

Email address used for the order:

Date of withdrawal request:

This form is optional. A clear email statement is sufficient.

19. Mandatory Consumer Rights

Nothing in this policy excludes or limits any mandatory right provided by French or European consumer law.

Where this policy conflicts with a mandatory legal requirement, the legal requirement will prevail.

20. Contact

sunferer.store

Customer Service Email: info@sunferer.store