Return & Refund Policy

Customer satisfaction is important to us. If you are not fully satisfied with your purchase, we offer a clear and fair return and refund process as set out below.

Your Rights Under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. The return and refund terms below apply in addition to, and do not limit, your statutory rights under the Australian Consumer Law.

Order Cancellations

Orders may be cancelled within 6 hours of placement for a full refund. If you would like to cancel your order, please contact us as soon as possible at support@sunvantashop.com.

If your order has already been processed or shipped, cancellation may no longer be possible. However, you may still be eligible to return the item under the conditions outlined in this policy, or under your rights as a consumer under the Australian Consumer Law.

Refunds for approved cancellations are issued to the original payment method within 3 to 5 business days (AEST/AEDT).

Return Eligibility

In addition to your rights under the Australian Consumer Law, we accept change-of-mind returns within 45 days of delivery, provided the item is unused, in its original condition, in the original packaging, and accompanied by proof of purchase such as an order number or receipt.

Items must not be returned directly to the manufacturer or supplier. All returns must first be reviewed and approved by our support team.

Return Process

To request a return, please email support@sunvantashop.com with your order number, the reason for the return, and clear photos of the product if it is damaged, defective, or incorrect.

Once your request has been reviewed, we will confirm whether the item is eligible for return and provide instructions, including the correct return address and, where applicable, a prepaid return label.

Please attach the label securely to the package and return it using the carrier specified in the instructions. For higher-value items, we recommend using a trackable shipping service.

After we receive and inspect the returned item, we will notify you and process the applicable refund.

Refund Timeline

Refunds for cancelled orders are typically processed within 3 to 5 business days. Refunds for approved returns are generally processed within 7 to 10 business days after the returned item has been received and inspected. Please note that your bank or payment provider may require additional time to post the refund to your account.

Non-Returnable Items

Certain items may not be eligible for change-of-mind returns, including personal-use items that cannot be returned for hygiene or safety reasons, free gifts, promotional items, and items marked as clearance, discounted, or final sale. This does not affect your rights under the Australian Consumer Law, where items that are faulty, not fit for purpose, or not as described remain eligible for a remedy regardless of their sale status.

Partial Refunds

In some cases, a partial refund may be granted for change-of-mind returns where the item shows signs of use, is not in its original condition, is damaged, or is missing parts not due to our error. Returns requested outside the 45-day window may also be considered for a partial refund at our discretion. This does not apply to returns made under the Australian Consumer Law, where your remedy is determined by the nature of the failure.

Return Shipping and Costs

For change-of-mind returns, customers are responsible for return shipping costs. Where a return arises because an item is faulty, not fit for purpose, not as described, or otherwise fails to meet a consumer guarantee under the Australian Consumer Law, Sunvanta will cover all reasonable return shipping costs.

If we provide a prepaid return label for a non-defective change-of-mind return, the label cost may be deducted from the refund amount. For higher-value items, we recommend using a trackable shipping method, as we cannot guarantee receipt of items returned without tracking.

Late or Missing Refunds

If you have not yet received your refund, please first check your bank account and contact your bank or payment provider, as processing times may vary. If you have completed these steps and still have not received your refund, please contact us at support@sunvantashop.com and we will assist you further.

Sale and Clearance Items

Change-of-mind refunds apply only to regular-priced items. Items marked as discounted, clearance, or final sale are not eligible for change-of-mind refunds. However, if any item — including sale or clearance items — arrives faulty, damaged, or not as described, you remain entitled to a remedy under the Australian Consumer Law.

Exchanges

We replace items that are defective or damaged. If you receive such an item, please contact us within 7 to 14 days of delivery with your order number, a description of the issue, and clear photos of the product and packaging. Once approved, a replacement will be arranged at no additional cost. Your rights to a remedy under the Australian Consumer Law apply independently of this timeframe for latent or non-obvious defects that become apparent later.

Gift Returns

If an item was marked as a gift at the time of purchase and shipped directly to you, you may be eligible to receive store credit once the return has been approved. If the gift was not marked as such, or if the order was first shipped to the purchaser, any refund will be issued to the original payment method used at the time of purchase.

Contact Us

For any returns or refund enquiries, please contact our support team:

Sunvanta Australia Email: support@sunvantashop.com

For more information about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au.