Refund policy

Our Return Policy

We do not offer refunds or returns for change-of-mind purchases.
We only accept returns for items that are damaged or faulty upon arrival.

To request a return:

  • Contact us within 7 days of receiving your order at shop@sunnymate.com
  • Include your order number, a brief description of the issue, and clear photos showing the damage
  • If the return is approved, we’ll provide instructions for returning the product to us

Note: Customers are responsible for the cost of return shipping. Returns sent without prior approval will not be accepted.

Return address:
[INSERT RETURN ADDRESS HERE]

Damaged or Faulty Items

Please inspect your order upon delivery.
If your SunnyMate case or strap is damaged, defective, or incorrect, email us right away. We’ll assess the situation and organise a replacement if needed.

Items That Can’t Be Returned

  • We do not accept returns on:
  • Change-of-mind or unwanted items
  • Sale or promotional items
  • Gift cards
  • Items damaged due to misuse
  • Products returned without prior approval

Exchanges

We do not offer direct exchanges. If your product is faulty and approved for return, we’ll send you a replacement of the same item and colour.

🇦🇺 Australia: Your Consumer Rights

Under the Australian Consumer Law, you're entitled to a refund, repair or replacement if your item is faulty, not as described, or unfit for purpose.
This policy does not affect those rights.

🇪🇺 European Union: 14-Day Cooling-Off Period

If you're ordering from the EU, you have the right to cancel your purchase within 14 days of receiving it — for any reason.
This only applies to unused items returned in their original packaging, with proof of purchase.

Return shipping costs for EU orders are the responsibility of the customer.

Refunds (EU or Faulty-Item Cases Only)

If a refund is approved (e.g. for an EU cooling-off return or a faulty product under law), we’ll notify you and process it to your original payment method within 10 business days.
It may take additional time for your bank to post the refund.

If it’s been more than 15 business days since approval, please contact us at shop@sunnymate.com.

Bulk & Custom Orders

All bulk, event, or custom orders (e.g. weddings, branded gifting) are final and non-refundable.
These orders are not eligible for return, refund, or exchange unless the items arrive damaged or incorrect.

For any questions or to report an issue with your bulk order, contact our team at shop@sunnymate.com