At SuniRa, every product is carefully checked and packed before dispatch. As many of our products are handmade and fragile, please read the following policy before placing your order.
1. Damaged or Defective Products
- If your product arrives damaged or defective, please contact us within 48 hours of delivery
- A clear, continuous unboxing video showing the sealed package being opened is mandatory for raising a claim.
- Please also share clear photos and videos of the damaged product, along with your order details.
- Once the claim is verified, we will offer a replacement of the same product, subject to availability.
- If the product is unavailable, we may offer a suitable alternative or issue a refund for the damaged item.
2. Missing or Incorrect Items
- If an item is missing from your order or you receive an incorrect product, please contact us within 48 hours of delivery.
- A clear unboxing video and order details are required for verification.
- Once verified, the missing or correct item will be dispatched at no additional cost.
- If the item is unavailable, a refund for that particular item will be processed.
3. Returns and Exchanges
- Due to the handmade and fragile nature of our products, we do not accept returns or exchanges for:
– Change of mind
– Personal preference
– Minor colour differences
– Natural variations in handmade products - Returns, refunds, or replacements will only be considered for damaged, defective, missing, or incorrect products subject to the conditions mentioned in this policy.
4. Handmade Product Variations
- All SuniRa products are handcrafted, and slight variations are a natural part of the making process.
- Minor differences in colour, glaze, texture, shape, size, pattern, or finish are not considered defects.
- In handcrafted ceramics, tiny air bubbles, glaze variations, small bumps, pinholes, slight streaks, or minor differences in finish may naturally occur.
- Products made from natural materials may have variations in texture, weave, grain, colour, and finish.
- Product colours may appear slightly different depending on photography, lighting, and individual screen settings.
- These natural characteristics are not eligible for return, refund, or replacement.
5. Return to Origin (RTO) and Failed Deliveries
- If an order is returned due to:
– An incorrect or incomplete shipping address
– Refusal to accept the package
– Repeated failed delivery attempts,
the customer will be required to pay the applicable shipping charges for reshipment. - For prepaid orders returned under these circumstances, any applicable refund will be processed after deducting shipping and return shipping charges.
6. Sale and Clearance Products
- Products purchased during clearance sales or marked as Final Sale are not eligible for return or exchange.
- Damaged, incorrect, or missing item claims will still be considered if reported within the specified timeline with the required proof.
7. Refunds
- Refunds will only be processed after the claim has been reviewed and approved.
- Approved refunds will be processed through the original payment method.
- The time taken for the refund to reflect in your account may vary depending on your bank or payment provider.
- Shipping and packaging charges are non-refundable unless the issue occurred due to an error from our end.
For any concerns regarding your order, please contact us within the timelines mentioned above. We will review each genuine concern carefully and work towards a fair resolution.