Refund policy

You have 14 days from the day your order arrives to request a return.

To be eligible, your item must be:

  • In the same condition you received it

  • Unused

  • In its original packaging

  • Accompanied by your receipt or proof of purchase

To start a return, simply email us at support@sunaurashop.com. Please note that return shipping costs are the responsibility of the customer.

Once your return is approved, we’ll send you a return label and clear instructions on how to send your item back. Items sent without first requesting a return can’t be accepted.

If you ever have questions, we’re always happy to help at support@sunaurashop.com.


Damaged or Incorrect Items

We carefully inspect every order, but if something arrives damaged, defective, or not quite what you expected, please reach out right away. Send us a message with photos and your order number so we can make it right as quickly as possible.


Non‑Returnable Items

Some items can’t be returned, including:

  • Custom or personalized pieces

  • Used Urns

If you’re unsure whether your item qualifies, feel free to ask — we’re here to help.

Please note that sale items and gift cards are final sale.


Exchanges

If you’d like a different item, the quickest way is to return your original purchase. Once your return is accepted, you can place a new order for the piece you want.


Refunds

Once we receive and inspect your return, we’ll let you know whether it’s been approved. Approved refunds are issued to your original payment method within 10 business days.

Refunds are issued minus applicable costs, including:

  • Original shipping fees

  • Return shipping/label fees

  • Any customs duties or tariffs (if applicable)

Your bank or credit card provider may take additional time to process the refund. If it’s been more than 15 business days since your return was approved, please reach out to us at support@sunaurashop.com.

Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at support@sunaurashop.com.