Return & Refund Policy
Last Updated: July 2026
SUNVANTA is committed to providing a clear and straightforward return experience for customers shopping on our U.S. website. This Return & Refund Policy explains how we handle order cancellations, returns, exchanges, refunds, damaged products, defective products, and incorrect items.
This policy applies to eligible purchases made through:
Please read this policy before placing an order. By completing a purchase through our website, you acknowledge that you have reviewed and accepted the terms described below.
1. Order Cancellation
If you need to cancel an order, please contact SUNVANTA as soon as possible after placing it.
Cancellation requests may only be accepted if the order has not yet been processed or prepared for shipment.
To request a cancellation, please contact us within 12 hours after placing your order and include:
- Your order number
- The name used to place the order
- The email address associated with the order
- A clear request to cancel the order
Cancellation requests are not guaranteed because orders may enter the fulfillment process shortly after purchase.
Once an order has been processed, packed, shipped, or assigned to a carrier, it may no longer be eligible for cancellation. If the order has already been shipped, you may request a return after delivery in accordance with the return requirements in this policy.
If an eligible cancellation is approved, the refund will be issued to the original payment method.
2. Our 45-Day Return Period
SUNVANTA accepts eligible returns within 45 calendar days after the order is delivered.
The return period begins on the delivery date shown in the carrier’s tracking information.
To qualify, you must submit your return request within the 45-day period. Please contact SUNVANTA before sending any item back.
A return request should include:
- Order number
- Product name or item details
- Reason for the return
- Photos or videos when relevant
- Photos of the shipping carton if the product arrived damaged
After reviewing the request, SUNVANTA will confirm whether the return is eligible and provide the applicable return instructions.
Returns are accepted only after SUNVANTA confirms return eligibility and provides return instructions. Do not send a product to the return facility without prior authorization. Unapproved or incorrectly addressed returns may be delayed, refused, or returned to the sender.
3. Eligibility for a Standard Return
A product may qualify for a standard return when all applicable requirements below are met.
The product must be:
- Unused and in substantially the same condition in which it was received
- Free from customer-caused damage, stains, excessive wear, or signs of use
- Unmodified and not altered, repaired, or customized by the customer
- Uninstalled and not permanently attached to another structure
- Returned with all applicable parts, accessories, hardware, manuals, and included components
- Securely packaged to reduce the risk of damage during return transportation
Customers may open the packaging and inspect a product to determine its nature, features, and suitability. However, use, assembly, installation, or handling beyond reasonable inspection may reduce or eliminate eligibility for a change-of-mind return.
Original packaging is strongly recommended. If the original packaging is unavailable, the customer must use suitable protective packaging that provides reasonable protection during shipment.
The condition and completeness of the returned item, including any missing components or damage to the product or packaging, may be considered when determining return eligibility and the applicable refund amount.
4. Change-of-Mind Returns
A change-of-mind return may include situations where:
- You no longer want the product
- You ordered the wrong item
- You selected an incorrect size, style, color, or model
- The product does not meet your personal preference
- You found the product elsewhere
- You no longer need the product
Eligible change-of-mind returns must be requested within 45 calendar days after delivery and must satisfy the product-condition requirements described in this policy.
For approved change-of-mind returns:
-
The item must remain unused and, wherer applicable, must not have been assembled. It must also be returned in its original condition, together with all accessories, manuals, and components provided with the purchase.
- The customer is responsible for the cost of return shipping.
- Original shipping or delivery charges are non-refundable.
- The customer is responsible for arranging a suitable return carrier unless SUNVANTA provides other instructions.
- The customer should use a trackable shipping service for valuable, large, or oversized items.
- SUNVANTA does not charge a restocking fee for approved change-of-mind returns.
- SUNVANTA does not charge a separate warehouse handling, relisting, or refund-processing fee.
The customer is responsible for ensuring that the approved return is packaged properly and reaches the designated return facility safely.
5. Damaged, Defective, Incorrect, or Incomplete Products
If a product arrives damaged, defective, incomplete, materially different from its description, or different from the item ordered, please contact SUNVANTA promptly after discovering the issue.
Examples may include:
- Damage that occurred during shipment
- Manufacturing defects
- Broken or non-functioning components
- Missing parts or accessories
- An incorrect product or incorrect model
- A product that materially differs from the description shown on our website
To help us evaluate the issue, please provide:
- Your order number
- The product name
- A description of the problem
- Clear photos or videos showing the issue
- Photos of the outer packaging when shipping damage is involved
Depending on the circumstances, SUNVANTA may offer one or more of the following:
- Replacement parts
- A replacement product
- Repair assistance
- A partial refund
- A full refund
- A return authorization and prepaid return arrangement
If SUNVANTA confirms that a return is required because of a verified defect, shipping damage, fulfillment error, or incorrect item, SUNVANTA will cover reasonable return transportation costs or provide an appropriate return solution.
Customers will not be charged a restocking fee for approved returns involving verified damaged, defective, incorrect, or incomplete products.
6. Products That May Not Be Eligible for a Change-of-Mind Return
To protect product quality, customer safety, and inventory integrity, the following products or conditions may not qualify for a standard change-of-mind return:
- Products that have been used beyond reasonable inspection
- Products that have been assembled, installed, mounted, anchored, or permanently attached
- Products that have been installed, permanently attached, or exposed to outdoor conditions beyond normal inspection.
- Products that have been modified, painted, repaired, altered, or customized
- Products damaged because of improper installation, misuse, neglect, accidents, or failure to follow product instructions
- Products returned with missing components, accessories, hardware, or essential parts
- Products returned in unsanitary or unsafe condition
- Personalized or made-to-order products, unless defective or incorrect
- Products identified on the product page as final sale or non-returnable, except where applicable law provides otherwise
- Products returned without required authorization
- Products sent to an incorrect or unauthorized address
For outdoor products, customers should inspect all items and components before assembly, installation, or outdoor use.
The restrictions above do not prevent customers from requesting assistance for a product that is damaged, defective, incorrectly supplied, or otherwise subject to applicable consumer protections.
7. Large and Oversized Products
Certain SUNVANTA products may require special return arrangements because of their dimensions, weight, packaging, or transportation requirements.
Examples may include:
- Outdoor furniture
- Patio sets
- Large umbrellas
- Pergolas
- Gazebos
- Garden structures
- Large outdoor equipment
- Other oversized products
These products may require:
- Scheduled carrier pickup
- Freight transportation
- A specialized return service
- Additional packaging or collection preparation
SUNVANTA will provide return instructions based on the product, return reason, and delivery location.
For an approved change-of-mind return involving a large or oversized product, the customer is responsible for the applicable return transportation cost.
For a verified damaged, defective, or incorrectly supplied oversized product, SUNVANTA will arrange or provide an appropriate return solution and cover reasonable return costs when a return is required.
Please do not independently arrange freight collection before receiving written return instructions from SUNVANTA.
8. Return Shipping Costs and Other Fees
The party responsible for return shipping depends on the reason for the return.
|
Return Reason |
Return Shipping Cost |
Original Delivery Cost |
Restocking Fee |
|
Changed your mind |
Customer responsibility |
Non-refundable |
No restocking fee |
|
Ordered the wrong item |
Customer responsibility |
Non-refundable |
No restocking fee |
|
Product does not meet personal preference |
Customer responsibility |
Non-refundable |
No restocking fee |
|
Verified damaged product |
Covered by SUNVANTA when a return is required |
Reviewed based on the circumstances |
No restocking fee |
|
Verified defective product |
Covered by SUNVANTA when a return is required |
Reviewed based on the circumstances |
No restocking fee |
|
Incorrect product received |
Covered by SUNVANTA when a return is required |
Reviewed based on the circumstances |
No restocking fee |
|
Missing or incomplete product |
Determined according to the resolution provided |
Reviewed based on the circumstances |
No restocking fee |
SUNVANTA does not charge a separate refund-processing fee, warehouse handling fee, relisting fee, or storage fee for approved returns.
If a return does not meet the stated conditions, the refund may be reduced to reflect a documented loss in value, missing components, customer-caused damage, or other applicable circumstances.
9. How to Start a Return
Before returning a product, contact SUNVANTA Customer Support.
Please provide:
- Order number
- Customer name
- Email address used for the order
- Product name
- Reason for the return
- Photos or videos if the product is damaged, defective, incorrect, or incomplete
SUNVANTA will review the request and, when applicable, provide:
- Return authorization
- Return address confirmation
- Packaging instructions
- Carrier or pickup instructions
- Information about applicable return costs
Please wait for written return approval before shipping the product.
10. Return Address and Contact Information
Customer Service Email:
support@sunvantashop.com
Returns are processed through our designated U.S. return facility.
SUNVANTA Return Department
3 17th Ave S
Nampa, ID 83651
United States
Customer Support Hours:
Monday to Friday, 9:00 AM – 6:00 PM (EST)
All returns require prior authorization. Please do not send products to the return address until SUNVANTA has reviewed your request and provided return instructions.
11. Preparing Your Return
After receiving return approval, please:
- Pack the product securely to prevent damage during transportation.
- Include all applicable parts, accessories, manuals, hardware, and components.
- Use the original packaging when reasonably available.
- Use appropriate protective packaging if the original packaging is unavailable.
- Follow the return instructions provided by SUNVANTA.
- Keep the carrier receipt and tracking number until the return has been completed.
If a product is damaged during return transportation because it was inadequately packaged, the refund may be adjusted to reflect the resulting loss in value.
12. Return Inspection
Returned products are reviewed after they arrive at the approved return facility.
The inspection may include:
- Verifying the product’s identity
- Checking its physical condition
- Confirming whether the product has been used, assembled, installed, or modified
- Reviewing included parts and accessories
- Checking for customer-caused damage
- Confirming that the return meets the approved return requirements
A refund will be issued after the return has been reviewed and accepted.
If the returned product does not match the approved return request or does not meet the applicable requirements, SUNVANTA may contact the customer to discuss the outcome.
13. Partial Refunds and Refund Adjustments
A refund may be reduced when the value of a returned product has been decreased because of customer handling beyond reasonable inspection. SUNVANTA will notify customers of any applicable refund adjustment before processing the final refund.
Examples may include:
- Customer-caused damage
- Excessive use
- Assembly, installation, or outdoor use
- Product modifications or alterations
- Missing accessories, components, hardware, or manuals
- Improper packaging that causes damage during return shipment
- A product returned in a condition different from the condition approved for return
- Returns requested or received after the applicable return window may not qualify for a full refund.
Any applicable adjustment will be based on the condition of the returned product and the resulting reduction in value.
SUNVANTA will not apply a restocking fee to approved returns.
14. Refund Processing Time
After an approved return is received and inspected, SUNVANTA generally processes the refund within 7 business days. Please allow additional time for your bank, credit card company, or payment provider to complete the transaction.
Refunds are issued to the original payment method used for the order unless another method is required or agreed upon.
After SUNVANTA processes the refund, the time required for the funds to appear may depend on the customer’s:
- Bank
- Credit card issuer
- Payment provider
- Payment method
Financial institutions may require additional processing time. SUNVANTA does not control these external processing periods.
A refund confirmation may be sent to the email address associated with the order.
15. Exchanges
SUNVANTA may offer an exchange when the requested replacement product is available. Exchange requests are reviewed on a case-by-case basis depending on product availability and return eligibility.
Exchange eligibility depends on:
- Product availability
- Product condition
- Reason for the exchange
- Return approval
- Any applicable price difference
For a change-of-mind exchange:
- The customer may be responsible for return shipping costs.
- The replacement item must be available.
- Any difference in product price, shipping cost, or applicable charges will be communicated before the exchange is completed.
For a verified damaged, defective, or incorrectly supplied product, SUNVANTA may provide a replacement, replacement part, repair assistance, refund, or another appropriate resolution.
16. Sale and Promotional Products
Products purchased during a sale, promotion, or discount event are subject to the same return requirements as regularly priced products unless the product page clearly states that the item is final sale or subject to a different return policy.
Discounted pricing does not prevent customers from requesting assistance for products that are damaged, defective, incorrectly supplied, or materially different from their description.
17. Refund Questions
If you have received a refund confirmation but do not see the funds in your account, please:
- Check the original payment method used for the purchase.
- Review recent bank or credit card transactions.
- Contact your bank, card issuer, or payment provider regarding pending refund processing.
- Contact SUNVANTA if additional assistance is needed.
Please include your order number when contacting us.
18. Consumer Rights
This policy describes SUNVANTA’s return and refund procedures. It does not affect any consumer rights that may apply under applicable laws and regulations.
Nothing in this policy is intended to exclude or restrict rights that cannot legally be excluded or restricted.
19. Contact SUNVANTA
If you have questions about a return, refund, exchange, cancellation, product issue, or order, please contact us:
SUNVANTA LLC
Customer Service Email:
support@sunvantashop.com
SUNVANTA Return Department
3 17th Ave S
Nampa, ID 83651
United States
Business Address:
312 W 2nd St Unit #A816,
Casper, WY 82601,
United States
Customer Support Hours:
Monday to Friday, 9:00 AM – 6:00 PM (EST)
We aim to provide clear return instructions and reasonable assistance throughout the return and refund process.