Refund & Return Policy

Last updated: June 4, 2026

At Sunoire, we want your shopping experience to be clear and straightforward. Please read this Returns, Refunds & Cancellations Policy before placing an order. By purchasing from our website, you agree to the terms below.

1. Return period

Eligible items may be returned within 30 days of delivery, provided that the conditions in this policy are met.

Once we receive your return, your refund will be processed within 7 days.

2. Conditions for returns

An item is eligible for return if:

the item is unused, unworn, and undamaged;
the item is in its original condition;
all original labels, tags, hygiene seals, and packaging are intact;
the return request is submitted within 30 days of delivery;
the return is approved in advance by our customer service team.

You may try items on for fit as you would in a physical store. If an item shows signs of wear, washing, fragrance, stains, alteration, or damage, we may refuse the return or deduct a reasonable reduction in value from the refund.

3. Items excluded from returns

Returns are not accepted for:

items where a hygiene seal has been removed or broken;
underwear, shapewear, bras, swimwear, and similar intimate items if the hygiene seal or protective liner has been removed;
personalized, custom-made, or made-to-order products;
items damaged through improper use, handling, washing, or care;
items returned without prior approval from our customer service team.

4. Return shipping costs

Customers are responsible for return shipping costs unless the item arrives damaged, defective, or incorrect.

Customers are responsible for:

selecting a reliable return shipping provider;
using a tracked shipping method;
paying return shipping costs and any applicable handling or customs fees;
ensuring that return documentation and address details are correct.

Sunoire is not responsible for return parcels that are delayed, rejected, lost, or delivered to the wrong address due to incorrect shipping methods or incomplete documentation.

No restocking fee: Sunoire does not charge a restocking fee for approved returns.

5. Return address

Returns must only be sent to the return address provided by our customer service team after your return request has been approved. The return address may differ from our business address. Returns sent to any other address may not be accepted or processed.

6. How to start a return

To request a return, email support@sunoire.com with:

your order number;
the item or items you wish to return;
the reason for the return;
clear photos if the item is damaged, defective, or incorrect;
your full name and shipping address.

We will review your request and normally respond within 12-24 hours on business days.

7. Order cancellations

Orders may be cancelled within 30 minutes of purchase. After this period, your order may already be in processing and cancellation may no longer be possible. After delivery, you may request a return under this policy.

8. Refunds

After your return has been received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method.

Please allow 5-10 business days after approval for your bank or payment provider to finalize the refund. Original shipping costs, if any, and optional insured shipping selected at checkout are non-refundable.

9. Discounts and returned items

If your order included a promotion, bundle deal, or buy-more-save-more discount and you return part of the order, your refund may be adjusted. Discounts are recalculated based on the items you keep after the return.

If the remaining items no longer meet the conditions of the promotion, the discount may be removed or reduced when the refund is calculated.

10. Store credit

In some cases, store credit may be offered at our discretion. Store credit is not redeemable for cash and may only be issued once per order unless we state otherwise.

11. Failed delivery or incorrect address

Please check your shipping address carefully at checkout. If a package cannot be delivered due to an incorrect, incomplete, or inaccessible address, we will help you find a suitable solution, but additional shipping costs may apply.

Contact

If you have questions about your order, delivery, returns, payments, or any other topic, please contact our customer service team.

Email: support@sunoire.com
Telephone: +31 6 5526 1309
Support hours: Monday-Friday, 09:00-17:00 CET
Typical response time: 12-24 hours on business days