Return Policy
In most cases, items shipped from Sunny Bunny can be returned within 3 days after delivery or 30 days after shipment (Brazil and Russia are 40 days after shipment) if the delivery date is not traceable (The order shipment date and order notification are provided to you by email). Note, that some products have different policies or requirements associated with them.
To qualify to return an item under this Policy, items(s) must be in the original packaging, along with all included accessories, and must not be damaged in any way by the customer during the time the item is in the client's possession.
The goods will remain your responsibility during transit until it is received at the address as supplied by Sunny Bunny. We will accept no liability for any damage which may occur during transportation.
Unless otherwise stated in a product listing, all the goods sold at Sunny Bunny can be returned for change of mind purposes under this policy. Where a product listing explicitly states that the product is not able to be returned under this Policy (usually due to health and safety reasons), then no returns for change of mind will be permitted. All returns are subject to the Sunny Bunny Returns Policy Terms & Conditions, and the Sunny Bunny website Terms and Conditions.
Return Policy Exceptions
Note that sunnybunny.com.au do not provide a refund, credit or exchange in cases when:
- damaged the product by using it in a way it was not meant to be used;
- changed your mind and decided you no longer want the product or just don’t like it but have notified us after our 3 days Change of mind guarantee has lapsed;
- found you can buy the same or similar product elsewhere for a cheaper price after the order has been finalised and despatched;
- bought the goods for resale.
If the product is proven to be damaged during delivery (and Transit Insurance was taken up) and a claim is made within three (3) days from the date of receiving your Order, Sunny Bunny will replace or repair the product at our cost. If we have no other stock of the item, and it cannot be repaired we will replace it with a similar product or offer you a full refund.
If the damage is discovered outside the three, (3) day period email to [email protected] and we will determine whether circumstances are such that you can still proceed with a claim.
Disclaimer Policy
Materials contained in this website have been checked for accuracy, however, all material is provided without any expressed or implied warranties. Neither Sunny Bunny nor its affiliates assume responsibility for any errors or omissions in the materials. In no event shall Sunny Bunny or its subsidiaries be liable for any special, indirect or consequential damages resulting from any use or performance of, or content errors or omissions in the materials, even if notified in advance of the potential for such damages. All users of the material agree that access to and use of the material is subject to the terms and conditions stated in this legal notice, as well as all applicable New South Wales laws, and such access and use is at the user's own risk. These terms and conditions are subject to change from time to time without notice.
Warranty Product Claim
Where we have determined that on the facts you have provided, a warranty claim may be granted, the product needs to be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that was delivered with the product and sent back to us. For further instructions, please contact our Customer Service.
Note that after the product has been returned a final decision on granting the claim will be made by Sunny Bunny. We reserve the right to test any returned product and to ask you to further demonstrate that the problem with the product was not your fault.
Where it is agreed that the claim is valid, a replacement or repaired product will be returned to you at our expense.
In a case whereupon receipt of the returned product, we determine that the product did comply with the warranties and conditions and the condition of the product was misrepresented to us by you, the expense of returning the product to you will be charged to you.
Return DOA (Dead on Arrival) Item
Any products, dead on arrival (incorrect usage excluded) within three days after delivery or 30 days after shipment (Brazil and Russia are 40 days after shipment) if the delivery date is not traceable (The order shipment date and order notification are provided to you by email).
We fully trust our customers, however, to complete the process, please provide us with proof as below:
- the requests should include information about the order (order ID), a reason for return;
- the photos of original Sunny Bunny’s package with front and back sides;
- the photos or video of the defective item(s);
- the pictures, video or screenshot showing the malfunction of the defective item(s).
In a Dead on Arrival Situation: a reimbursement for return each parcel shipping fees is available, provided that:
The return shipping fee is less than 60% of the defective item(s) value, and also less than $40 (USD), we will cover the actual postage (according to the receipt you provided). If the return shipping fee exceeds the limit above, please contact our customer service to further confirm.
Note, if your product is dead on arrival and the package takes longer (more than 30 days) to reach you, please contact us and offer the available proof of the delivery date within five days, we will then process for you according to the policy.
We will also appreciate if you can provide more details about the case occurred; that would help us to investigate and avoid the same situation in the future. We will keep in touch with you until the process is completed.
Return Incorrect Item Received
In case the item you received is completely different from the one you ordered, please contact us via our Customer Service [email protected] and provide us with the necessary information and the picture or video to show the mistake. If there is one or a few accessories of the purchase is missing, please display all the accessories of the acquisition in one picture of the video and send it to us.
Note that different batches of the products are supplied, the item logo or packaging you received may vary from the one displayed on our website. If all the functions and appearance of the product prove to be correct, please understand that this case will not be included in this policy.
For the incorrect item, if you can find a use of it and prefer to keep it, you may suggest that to us, and we will offer you a special discount for keeping it.
In a case when a return is necessary, please make sure that the incorrect item you returned is wrapped in the original package and the product is in the same condition.
We will reply to your message within 24-48 hour to process the information you uploaded. Because different batches of the products, item logo or packaging you received may be different from the one displayed on our website. If the primary functions or appearance of the product proved to be consistent, please understand the case that won't be applied in this policy.
Return Defective Item
We do our best to make sure the products shipped to our customers are in the best condition. If your product turns out to be defective (physical damage or incorrect use excluded), and the product is going to be returned, please note that customers should take responsibility for the return postage.
First of all, it is primarily important that all customers should contact us by Customer Service ([email protected]) before returning any item(s) or doing any other further steps. Sunny Bunny will not be responsible for returned item(s) without notifying us in advance. When contacting us, please include the following information:
- photos or video of the front and back of the packaging envelope or box;
- partial shipment slips (if applicable);
- photo, video, screenshot, or description of the defective item;
- photo, video, screenshot, or description of the defect or defective area.
That will help us to take further steps and investigate each case.
Within 90 days (from the date of shipment)
Upon being returned, the defective item will be refunded or replaced for free. Return shipping fee reimbursement is 35% of the item's price up to a maximum of $40.
In case then the products malfunctions (except for reasons caused by incorrect usage and accidental or intentional damage) within 90 days after shipment (The order shipment date and order notification are provided to you by email) the Customer may mail the products back to us. Once we receive and approve the return a Full refund or replacement will be offered and a shipping cost reimbursement will be issued when you provide us with a receipt of the shipping chargers you paid to send it back to us.
90 days important note: The return shipping fee should be less than 35% of the defective item(s) value, and also less than $40(USD). We will cover the actual postage (according to the receipt you provided). If the return shipping fee exceeds the limit above, please contact our Customer Service for further confirmation.
After 90 days and within 180 days from shipment
Upon being returned, the defective item (if repairable) will be forwarded to the factory for repair. The shipping cost both ways will be covered by the customer.
When the item becomes defective after 90 days from shipment, customers will still are allowed to send the unit back to us. We will help by forwarding the item (if repairable) to the manufacturer for repair or replacement. Until the product arrives at our warehouse, the shipping cost both ways have to be covered by the customer. Any cost incurred during the process will be at customer's expense as well. We will notify you via email of any expected repair costs.
After 180 days from shipment
Refund or replacement for any item will be rejected after the 180 day period has expired.
All customers should contact our Customer Service before returning any item(s) or product(s).
Return Unsatisfied Products
In case you are not satisfied for any reason with your purchase, then just return it within three days of receipt for an exchange or full refund minus the shipping charges incurred by us. If the return is not a result of our error, customers will be required to cover shipping cost both ways.
Please make sure the purchase you send back to us is in the original packaging, and the merchandise is in the same condition as when you received it.
The return address would be provided to you after you contact our Customer Service and confirm that your case is covered returning by our Return Policy.
Refund or Credit
Where a warranty claim is granted, any refund will include a maximum of the total GST inclusive price paid on the original order. After receiving the returned item (s), Sunny Bunny will issue a store credit or refund as soon as is reasonably practicable and will send the notification to you via e-mail. No refund will be given until we have received the product from you. Refunds will be issued by cheque, EFT, PayPal or a credit to your account.
You can accept a Credit from which you can order any product up to the cost value of the approved Credit amount. You will be issued with a Credit Note via email.
Important Notes:
1. All customers should contact us by Customer Service ([email protected]). Sunny Bunny will not be responsible for returned item(s) without notifying us in advance. When contacting us, please provide the following information:
- the requests should include information about the order (order ID), the reason for return;
- the photos of original Sunny Bunny’s package with front and back sides;
- the photos or video of the defective item(s);
- the pictures, video or screenshot showing the malfunction of the defective item(s).
Please note that customers should take responsibility for the return postage.
2. Please keep all packaging material as they are needed for returns. After returning the products, please provide us with the tracking number of the returned package, if there is no tracking number available, a picture of the shipping receipt is necessary.
3. Please use the cheapest way to ship the item(s) back. The sender is responsible for all the consequences such as tax if customers do not notify us before returning the products via DHL, EMS, UPS and FedEx Express. And express courier services such as DHL, EMS, UPS and FedEx, etc. are NOT eligible for return shipping cost reimbursements.
4. Please remember to include a note in your returned package indicating the following details:
- your order number;
- original tracking number;
- your return reason, address and telephone number.
This note will help to expedite the case processing time for you.
5. In case the warranty period/return policy in a specific category/product detail page is different from the policy above, please contact our Customer Service.
6. Return Address and Shipping cost: please contact our Customer Service to confirm the address first. Generally, it costs no more than $20 USD if you send back by regular airmail; please contact your post office directly to confirm the cost.
7. Sunny Bunny reserves the right to make changes and adjustments to this policy. Any changes will be updated on the website to keep the customers informed.
8. Refunds are made via the payment method you originally used to order. Customers are responsible for all payment fees (if any) issued during processing and transferring any refund.
9. If possible, please make sure you have checked the package contents before you sign for it. If you see any visual damage or it feels empty, please refuse to accept it and contact us. Once you sign for the item, you are signing acceptance of the integrity of all products as is and CANNOT refute the shipping charges for the empty package.
10. Please send the item back according to our return policy. If it cost too much custom duties or the parcel is not trackable via tracking number and customer name, we will reject your return package by express.
If there are any further inquiries, please contact our Customer Service for more information.
