Refund policy

At Sunhiot, we accept returns for both defective and non-defective products and offer exchanges. The policy below explains our return conditions, return shipping costs and refund process for orders delivered to the United States.

1. Return Window

You may request a return or exchange within 30 calendar days of receiving your order.

To start a return, email hello@sunhiot.com with your order number and the item you wish to return. If there is a problem with the item, please describe it so we can help.

A request submitted within the 30-day window will remain eligible while you wait for our return instructions. Please send the item back within 14 calendar days after we provide those instructions.

2. Return Conditions

For non-defective returns, including a change of mind or an unsuitable size or colour, items must be:

• In new, unused and unwashed condition.
• Free from signs of outdoor wear, stains, odours or alterations.
• Returned with their original tags, accessories and packaging.
• Accompanied by an order number or other proof of purchase.

Shoes may be tried on indoors on a clean surface to check the fit. Please avoid wearing them outside if you may wish to return them.

The new-condition requirements do not prevent you from reporting an item that arrived defective, damaged or incorrect. We assess those returns according to the problem reported.

Discounted items are eligible for return under the same conditions as full-price items.

3. How to Return an Item

1. Email hello@sunhiot.com with your order number and the item you wish to return or exchange.
2. We will provide the appropriate return address and mailing instructions.
3. Pack the item securely and include your order number inside the parcel.
4. Send the parcel by mail and retain your postage receipt. We recommend a tracked service so the return can be located if necessary.

Please contact us before mailing your return. Do not send items to our business address or the dispatch address printed on your parcel unless we have specifically instructed you to do so.

The return address will be provided before you purchase return postage. Please ask us before ordering if the return location or potential postage cost affects your purchase decision.

4. Return Shipping Costs and Labels

Non-defective returns

For returns due to a change of mind, an unsuitable size or colour, or another reason unrelated to a product fault or our error, the customer is responsible for arranging and paying for return postage.

We do not provide prepaid return labels for these returns.

Defective, damaged or incorrect items

If an item arrives defective, damaged or different from what you ordered, please contact us. If a return is required because of a confirmed fault or our error, Sunhiot will cover the reasonable return postage cost.

We will explain the return arrangement before you mail the parcel. If you are asked to purchase postage, we will confirm the service and cost in advance and reimburse the agreed amount upon receiving your postage receipt.

Restocking fees

We do not charge restocking fees.

5. Exchanges

We accept exchange requests within 30 calendar days of delivery, subject to the return conditions above and the availability of the replacement item.

Please contact us with your order number and the size, colour or item you would prefer. We will confirm availability and explain any price difference before proceeding.

For a non-defective exchange, the customer pays the return postage. Standard shipping of the replacement item to a US address is free.

If the requested replacement is unavailable, you may choose an available alternative or receive a refund for the eligible returned item.

6. Refund Inspection and Processing

After receiving your return, we will inspect it and notify you of the outcome.

For eligible returns, we will complete the inspection and issue the refund within 3 calendar days of receiving the returned item.

If we agree that an item does not need to be returned, we will issue the approved refund within 3 calendar days of confirming that decision.

If there is an issue affecting eligibility, we will explain the reason and the available next steps.

7. Refund Amount and Payment Method

Approved refunds are issued to the original payment method, in the original transaction currency.

The refund covers the amount actually paid for the returned item, after any applicable discount. For US orders originally shipped free of charge, we do not deduct an outbound standard shipping fee.

Customer-paid return postage for a non-defective return is not refundable. Agreed return postage for a confirmed fault or our error will be reimbursed as described above.

Our 3-day processing period refers to the time Sunhiot takes to issue the refund. Your bank, card issuer or payment provider may require additional time to display the credit in your account.

For purchases made through Klarna or another instalment provider, the provider will update your balance or payment schedule according to its terms.

If you have received a refund confirmation but cannot locate the credit, please check with your payment provider and contact us if you need further assistance.

8. Damaged, Defective or Incorrect Items

Please inspect your order after delivery and contact us promptly if an item is damaged, defective or incorrect.

Include your order number and a description of the issue. Photographs of the item and packaging, where available, can help us resolve the problem.

We will review the issue and arrange an appropriate remedy, such as an exchange, replacement or refund.

The 30-day voluntary return window does not limit any rights you may have under applicable consumer protection laws.

9. Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

We will check whether fulfilment can still be stopped. Cancellation cannot be guaranteed once the order has entered fulfilment or been dispatched.

If cancellation is confirmed and payment has already been collected, we will issue the refund within 3 calendar days. If the order has already shipped, you may request a return after delivery under this policy.

10. Your Consumer Rights

This policy does not exclude or limit rights provided by applicable consumer protection laws. Where those laws provide additional cancellation, return or refund rights, those rights continue to apply.

Customers outside the United States may contact us for return assistance and information applicable to their order.

11. Contact Us

Store Name: Sunhiot
Website: www.sunhiot.com
Email: hello@sunhiot.com
Phone: +44 117 244 9234

Business Address:
2 Robinson Dr, St Jude's
Bristol BS5 0UU
United Kingdom

Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM
UK time — GMT in winter and BST in summer.

The business address above is not a return address. Please contact us for return instructions before sending any items.